Hermes lost parcel

MrsKayJay

I am hoping that someone will be able to help as I am going round in circles and tearing my hair out!  I returned an item after Christmas and used Hermes as I was responsible for the postage returns cost.  Hermes have lost the parcel which was over £100 in value.  I have tried contacting them via their “helpline” which doesn’t recognise my parcel number so then cuts me off.  The “Holly online chat” function recognises my parcel but tells me delivery was attempted on 16th January, then cuts me off.

I have logged 3 cases via the “resolver” complaint website, and I get a response initially but when I reply I get a response telling me that the email address I replied to is no longer in use.  The last attempt I made they have just ignored me.

Please can anyone advise?  The item was a mobility aid for my mum and I can’t afford to lose over £100, plus I refuse to let Hermes get away with this.  I’m aware that I need to submit a claim form but I cannot find one on the website or contact anyone to get one.  I am running out of time to log a claim and finding it all incredibly stressful.

Thanks in advance. 

Merlin139

Have you contacted the Original supplier? They may have access to the Hermes tracking and maybe able to see what happened to the parcel. 

MrsKayJay

Merlin139 said:

Have you contacted the Original supplier? They may have access to the Hermes tracking and maybe able to see what happened to the parcel. 

Thanks Merlin.  The return was my responsibility, although I did contact them and they tried to rearrange the delivery.  I put in a complaint via resolver website and Hermes admitted they’ve lost my parcel.  I have now emailed the CEO and next step is small claims court.  I refuse to let them get away with it! 

Alderbank

MrsKayJay said:
Hermes admitted they’ve lost my parcel... next step is small claims court. 

It's not time for small claims court yet.
When you send a parcel with Hermes you agree to various terms and conditions including what happens when they lose your parcel.
First of all, could the mobility aid be described as any of the extensive lists of prohibited items or items for which they will not pay compensation? For example, was the aid lenses or spectacles, made from composite items, made in a foreign prison, or consisted of two items strapped together such as a pair of walking sticks?
If not on any of their lists, did you take out their Full Cover? If so, you are entitled to compensation up to the level of Full Cover you paid for up to the value of the aid (you said it was over £100)
If you chose not to take out their Full Cover the contract says you agreed to £20 compensation.

If Hermes pay you as above within a reasonable time they have fulfilled the contract you both agreed to.
If they don't pay then you could start the small claims process to claim the sum they agreed to according to the contract. £100 or more would be worth claiming for.