31-05-2020 10:06 PM
Hi can anyone help me please? I sent a parcel with myhermes and the buyer reported the package had been ripped open, the item removed from the box inside and my parcel re-packaged in grey plastic with fragile tape on it. At first I was dubious but the Hermes webchat and robot Holly has proved that it was actually delivered like this, via photographic eveidence (grey parcel shown left on the doorstep, despite it saying on the tracked parcel site it had been 'posted through the letterbox). However, I can't seem to get any answers about this from myHermes or be able to claim for it. Do my Hermes re wrap parcels without explanation? Is there any way of speaking to a real person at myHermes who can actually assist me?
Your buyer must open a Not As Described Case, you will have to provide a reply paid Return label and on return refund in full.
Then you will have to attempt to make a claim on Hermes. I am afraid that you chose to use Hermes now you find out how useless they are.
They must have a claims process hidden within the long list of items they don't cover, if not they must be accountable to someone, have you tried Citizens Advice. They are quite happy to take your money, they must be responsible for something.
If a packet gets damaged, it is perhaps reasonable for Hermes to patch it up somehow, but that is not good enough, you pay to have something delivered in good condition.