Hermes again...

MagicSanta

In brief, Hermes lost 2 parcels in December. Both insured to their value (around £30 each) as Hermes do this ALL THE TIME. (I use them because my customers won't pay higher postage prices and I can't absorb the costs of a different courier in product margin.) Admitted loss of both. Sent me claim forms which I filled in within the timeframe and received confirmation of receipt and the promise of a decision within 28 working days. Fast forward way past 28 working days still nothing. 5 emails added to the original claim threads on Hermes website, no reply. Hermes have paid out for many lost/trashed parcels of mine over the years, but never gone so far over the 28 working days. I have also already been reimbursed for another parcel lost in Jan, claimed for after the other 2. So what now?! 

Aylesbury_Duck

MagicSanta said:

In brief, Hermes lost 2 parcels in December. Both insured to their value (around £30 each) as Hermes do this ALL THE TIME. (I use them because my customers won't pay higher postage prices and I can't absorb the costs of a different courier in product margin.) Admitted loss of both. Sent me claim forms which I filled in within the timeframe and received confirmation of receipt and the promise of a decision within 28 working days. Fast forward way past 28 working days still nothing. 5 emails added to the original claim threads on Hermes website, no reply. Hermes have paid out for many lost/trashed parcels of mine over the years, but never gone so far over the 28 working days. I have also already been reimbursed for another parcel lost in Jan, claimed for after the other 2. So what now?! 

More waiting.  Realistically, that's your only option.  I suspect you don't have consumer rights because you're a business customer, and you're not going to take them to court for £60.

It sounds like you're going to have to find another courier and increase your prices, or accept that the odd parcel will go astray and that being a cost you can afford.

MagicSanta

Hi thanks for your reply, Aylesbury_Duck. I'm not a business customer of Hermes as I don't send the volume of parcels to qualify for a business account, so as far as they are concerned I'm a C to C customer. I only send 5 parcels a week, so I can't afford to just suck up a loss of £60. I have followed their processes to the letter. They have already admitted they lost both parcels and accepted responsibility but I just can't get them to engage with me or respond to me at all so I can't escalate it.
So frustrating!

Aylesbury_Duck

MagicSanta said:

Hi thanks for your reply, Aylesbury_Duck. I'm not a business customer of Hermes as I don't send the volume of parcels to qualify for a business account, so as far as they are concerned I'm a C to C customer. I only send 5 parcels a week, so I can't afford to just suck up a loss of £60. I have followed their processes to the letter. They have already admitted they lost both parcels and accepted responsibility but I just can't get them to engage with me or respond to me at all so I can't escalate it.
So frustrating!

Technically you are, because you are operating a business and engaging them in that capacity.  As you say, they don't know that at the moment, but if you did want to escalate it legally, you can't fall back on consumer rights legislation and are reliant on the contract you had with them for the two parcels concerned.

DISGWYLFA

COMPLAIN DIRECT TO martijn.delange@hermes-europe.co.uk WHO IS CEO OF HERMES / EVRI