Hermes Claim

KV1976

Hello - I sent a parcel via Hermes next day delivery service & paid for additional insurance up to £50. That parcel was collected from the parcel shop but has not yet been delivered - 6 weeks later.

The hermes online chat bot support thing automatically informs me that they are still attempting to deliver the parcel, and customer services phone numbers and email addresses are equally frustrating.

The parcel is obviously now lost - but there seems to be no route via Hermes to report a loss or start a compensation claim.

Any thoughts on how to progress this would be welcome. 

Alderbank

KV1976 said:

The parcel is obviously now lost - but there seems to be no route via Hermes to report a loss or start a compensation claim.

Any thoughts on how to progress this would be welcome. 

That's not quite true.
In 'How to make claims for compensation' 

Hermes say 'you must notify us in writing of any claim for Loss or Damage or Late Delivery'.

Time to put pen to paper.

KV1976

Alderbank said:

KV1976 said:

The parcel is obviously now lost - but there seems to be no route via Hermes to report a loss or start a compensation claim.

Any thoughts on how to progress this would be welcome. 

That's not quite true.
In 'How to make claims for compensation' 

Hermes say 'you must notify us in writing of any claim for Loss or Damage or Late Delivery'.

Time to put pen to paper.

Have you located a postal or address or how to find / request a claim form - because I am just going around in circles with this. I’m starting to feel like it is deliberately difficult. I’m more than happy to put pen to paper - if only Hermes offered some clarity!! 😳

theonlywayisup

If you click through you will get to the online chat presumably and be able to request a claim form from there.  

https://www.myhermes.co.uk/terms-and-conditions

6. How to make claims for compensation

6.1.	Unless you are using the Services in the capacity of a consumer, you must notify us in writing of any claim for Loss or Damage or Late Delivery within 28 days of the date of the relevant Order otherwise your claim will be rejected. As a consumer this clause 6.1 does not affect your statutory rights, but it is still important that you make your claim within this 28 day period as the sooner you make your claim, the easier it is for us to investigate.
6.2.	When we receive your claim for Compensation, we may require you to back up your claim by providing us with any relevant information about the relevant Parcel and or Goods including without limitation:
(i)	proof of the Parcel's dispatch;
(ii)	photo evidence of any damage or other issues;
(iii)	estimates for the repair of the Goods;
(iv)	proof of the value of the Goods;
(v)	the cost price of the Goods and related proof including receipts; and
(vi)	details of the weight, size, volume and nature of the Goods.
6.3.	We may make any investigations that we think are necessary to check out any claim.
6.4.	Any claim for Compensation must be made on a properly completed Claim Form which we will provide to you. You can contact us to make your claim by any method set out on our Contact Us page. You must return the properly completed Claim Form to us within 14 days of us sending it to you, otherwise we may reject your claim. For our consumer customers, this timeframe doesn’t apply but we would still encourage our consumer customers to submit the Claim Form within this period. Promptly submitted claims will increase the likelihood of a successful investigation and will help us avoid rejecting your claim.

https://www.myhermes.co.uk/help-and-support/help-centre#/sending/delivery-problem/status-has-not-changed

The tracking status hasn't changed in 24 hours

Next day delivery

If you've sent a parcel for next day delivery and the tracking status hasn't changed in 24 hours, please start a chat to raise a query.

Standard Delivery

If you've sent a parcel for standard delivery and your tracking status hasn't changed in 5 days, please start a chat to create a query.

Start a chat

Call customer service

Starting a chat is the quickest way to get help. If you prefer to call you can use our dedicated customer service number for Hermes account holders. Call us >

Alderbank

theonlywayisup said:

If you click through you will get to the online chat presumably and be able to request a claim form from there.  

https://www.myhermes.co.uk/terms-and-conditions

6. How to make claims for compensation

6.1.	Unless you are using the Services in the capacity of a consumer, you must notify us in writing of any claim for Loss or Damage or Late Delivery within 28 days of the date of the relevant Order otherwise your claim will be rejected. As a consumer this clause 6.1 does not affect your statutory rights, but it is still important that you make your claim within this 28 day period as the sooner you make your claim, the easier it is for us to investigate.
6.2.	When we receive your claim for Compensation, we may require you to back up your claim by providing us with any relevant information about the relevant Parcel and or Goods including without limitation:
(i)	proof of the Parcel's dispatch;
(ii)	photo evidence of any damage or other issues;
(iii)	estimates for the repair of the Goods;
(iv)	proof of the value of the Goods;
(v)	the cost price of the Goods and related proof including receipts; and
(vi)	details of the weight, size, volume and nature of the Goods.
6.3.	We may make any investigations that we think are necessary to check out any claim.
6.4.	Any claim for Compensation must be made on a properly completed Claim Form which we will provide to you. You can contact us to make your claim by any method set out on our Contact Us page. You must return the properly completed Claim Form to us within 14 days of us sending it to you, otherwise we may reject your claim. For our consumer customers, this timeframe doesn’t apply but we would still encourage our consumer customers to submit the Claim Form within this period. Promptly submitted claims will increase the likelihood of a successful investigation and will help us avoid rejecting your claim.

https://www.myhermes.co.uk/help-and-support/help-centre#/sending/delivery-problem/status-has-not-changed

The tracking status hasn't changed in 24 hours

Next day delivery

If you've sent a parcel for next day delivery and the tracking status hasn't changed in 24 hours, please start a chat to raise a query.

Standard Delivery

If you've sent a parcel for standard delivery and your tracking status hasn't changed in 5 days, please start a chat to create a query.

Start a chat

Call customer service

Starting a chat is the quickest way to get help. If you prefer to call you can use our dedicated customer service number for Hermes account holders. Call us >

'You can contact us to make your claim by any method set out on our Contact Us page.'

This might or might not be true. The trouble is there are no methods set out on 'our Contact Us' page.

You could try their Head Office in Leeds which is also their registered address:
Hermes Parcelnet Ltd.,
Capitol House,
1 Capitol Close,
Morley,
Leeds,
West Yorkshire,
LS27 0WH

That is the address to which Joe Lycett had himself posted in a giant parcel for a consumer TV programme
https://www.youtube.com/watch?v=KDV3wUVlwoc

theonlywayisup

Alderbank said:

theonlywayisup said:

If you click through you will get to the online chat presumably and be able to request a claim form from there.  

https://www.myhermes.co.uk/terms-and-conditions

6. How to make claims for compensation

6.1.	Unless you are using the Services in the capacity of a consumer, you must notify us in writing of any claim for Loss or Damage or Late Delivery within 28 days of the date of the relevant Order otherwise your claim will be rejected. As a consumer this clause 6.1 does not affect your statutory rights, but it is still important that you make your claim within this 28 day period as the sooner you make your claim, the easier it is for us to investigate.
6.2.	When we receive your claim for Compensation, we may require you to back up your claim by providing us with any relevant information about the relevant Parcel and or Goods including without limitation:
(i)	proof of the Parcel's dispatch;
(ii)	photo evidence of any damage or other issues;
(iii)	estimates for the repair of the Goods;
(iv)	proof of the value of the Goods;
(v)	the cost price of the Goods and related proof including receipts; and
(vi)	details of the weight, size, volume and nature of the Goods.
6.3.	We may make any investigations that we think are necessary to check out any claim.
6.4.	Any claim for Compensation must be made on a properly completed Claim Form which we will provide to you. You can contact us to make your claim by any method set out on our Contact Us page. You must return the properly completed Claim Form to us within 14 days of us sending it to you, otherwise we may reject your claim. For our consumer customers, this timeframe doesn’t apply but we would still encourage our consumer customers to submit the Claim Form within this period. Promptly submitted claims will increase the likelihood of a successful investigation and will help us avoid rejecting your claim.

https://www.myhermes.co.uk/help-and-support/help-centre#/sending/delivery-problem/status-has-not-changed

The tracking status hasn't changed in 24 hours

Next day delivery

If you've sent a parcel for next day delivery and the tracking status hasn't changed in 24 hours, please start a chat to raise a query.

Standard Delivery

If you've sent a parcel for standard delivery and your tracking status hasn't changed in 5 days, please start a chat to create a query.

Start a chat

Call customer service

Starting a chat is the quickest way to get help. If you prefer to call you can use our dedicated customer service number for Hermes account holders. Call us >

'You can contact us to make your claim by any method set out on our Contact Us page.'

This might or might not be true. The trouble is there are no methods set out on 'our Contact Us' page.

If you follow the link that I provided in my first post it takes you to a telephone number and live chat.  I've not had to ring them or use the chat so cannot verify what happens after that, but the page has contact info on. 

Alderbank

If you follow the link that I provided in my first post it takes you to a telephone number and live chat.  I've not had to ring them or use the chat so cannot verify what happens after that, but the page has contact info on. 

In their original post KV1976 said they have already tried them without success.

KV1976

Just for laughs…..try the phone number & live chat 😬😳

However an email to Hermes CEO has resulted in a positive outcome. Hermes have been quite engaging since going to the top 👍🏻

DISGWYLFA

KV1976 said:

Hello - I sent a parcel via Hermes next day delivery service & paid for additional insurance up to £50. That parcel was collected from the parcel shop but has not yet been delivered - 6 weeks later.

The hermes online chat bot support thing automatically informs me that they are still attempting to deliver the parcel, and customer services phone numbers and email addresses are equally frustrating.

The parcel is obviously now lost - but there seems to be no route via Hermes to report a loss or start a compensation claim.

Any thoughts on how to progress this would be welcome. 

EMAIL martijn.delange@hermes-europe.co.uk WHO IS THE CEO OF HERMES NOW EVRI IT WILL MAKE YOU FEEL BETTER BELIEVE ME. YOU HAVE ANY FURTHER PROBLEMS WITH ANYONE GO TO CEO.COM AND ALL COMPANY DETAILS / CONTACTS ARE THERE, ALL THE STUFF THEY DON'T WANT YOU TO GET, HAVE FUN

sheramber

No need to shout. Lower case is quite sufficient.

born_again

sheramber said:

No need to shout. Lower case is quite sufficient.

Guess what the 5 posts all contain?