my hermes claim for a lost parcel

[tinnymk111]

My Hermes admitted they lost my parcel on the 21 Dec after investigation and said said I needed to make a claim. I've rung them repeatedly without success getting through to try to get my money back as I have refunded the buyer. The automated assistant doesn't have an option for lost parcels and just keeps telling me that my parcel hasn't moved on since early Dec. I cannot get through by phone and it appears no way  online to make a claim. I've also logged a case with resolve and  my hermes said they'd get back nearly two weeks ago. Any ideas what I can do to get my money back? Many thanks 

[john1297576]

First iof all have you considered that it would be a good idea to read Hermes T & C before using them.

There is a very long list of what they do not cover, so if the contents of your parcel are on the list, it will likely to extend to Loss as well.

Using a Company with so many exclusions which includes anything breakable, and difficulty in contacting them seems the best reason to find a more reliable service.

[tinnymk111]

Thanks for your reply. The item is not exempt so fine in that respect and yes obviously I am considering elsewhere but to be fair this is the first time I've ever had an issue with them. It would be great if someone could help me contact them!

[rusticrye]

Did you buy the postage on Ebay...? If so, Hermes can't help you.  You paid Packlink, the postage broker, so that is who your contract is with and who you therefore have to lodge a claim with. No idea how you do that as I always buy my postage direct from my chosen carrier, but the information should be in the Seller Centre, along with everything else you need to know about selling here.

@tinnymk111 

[tinnymk111]

Hi thanks for your reply. No it was direct with my hermes. Therefore I need to be able to make a claim without being able to get through to their customer services which never answer at the moment. I've been trying since mid Dec. Any ideas how I might make a claim for compensation please?

[rusticrye]

Look up the claims process on their website - it's fully automated, so you don't need to call them.

If you've already lodged a claim, the mega-increase in online shopping generally let alone during the Christmas season, coupled with strict Covid working practices and staff shortages, will mean a long wait, I'm afraid. You'll just have to be patient.

@tinnymk111

[tinnymk111]

I cannot find a way to log a claim online, the automated process just goes round in circles and has no way to do that - I've checked their website and it advises that you call them to make a claim and I simply can't get through and haven't been able to from mid Dec! Hence asking since I'm at a loss to know what to do next!