Moneywise helps a reader whose valuable package was lost by MyHermes.
I sent a £300 Porsche Design handbag via parcel delivery company MyHermes as a Christmas gift. However, I didn’t take out insurance for the item. The company’s customer service originally said it had been delivered, but then changed its mind to ‘Lost’ and then ‘Gone’. That was five days after the initial pick-up, and I didn’t find out until after Christmas that it hadn’t arrived. I emailed the senior management about it and was offered £20 plus a refund of the £9.29 postage charge. Can you help?
Yet another tale of woe about a valuable lost package. My advice would be to hand-deliver where possible, which can also be an excuse to take the time to meet up with cherished friends and family.
Failing that, I would always take out delivery insurance in case things go wrong. I think anyone selling items online should build into their charge the cost of delivery insurance so that no one loses out if things go wrong.
The good news is that in this case Hermes decided to play fair.
A spokesperson says: “We apologise for any inconvenience caused and, as a goodwill gesture, we will reimburse the declared value of the item in question.
“Over the course of the year more than 99% of the 300 million parcels we deliver arrive on time and without any problems and we continue to investigate this incident. However, we always advise customers to take out necessary cover for valuable items.”
OUTCOME: Reader refunded £300 cost of lost handbag
Held due to damage then deemed lost??
Please can you help me with what to do from here please, I sold an iPhone for £290 on eBay I posted at my local collection point it then entered the Hermes network and was making its way until it then updated as being held to damage at rugby, I contacted Hermes who then told me they were going to locate the parcel but have since just received numerous emails saying the item could have slipped out the box and then emails to say the item or packaging can’t be located so now deemed as lost! I’ve replied saying we know it was at rugby and there must be a designated area for damaged parcels, but all of a sudden it could have been lost elsewhere or slipped off the conveyor belt when the last place it was scanned was rugby but they don’t seem to want to answer your questions, for a parcel company to say they have real time tracking would surely know where your parcel is especially when they knew where it was when apparently damaged?! They have offered me £25 and my postage back which I don’t want to accept and think the case is more somebody has taken my parcel so have said I will be taking them to county court to retrieve my money as seems a lot of people have had success this way with Hermes, I’m a single mum with three children and this money was for Christmas I feel utterly devastated they think this is ok and I just have to accept it! Any advice would be greatly appreciated, thank you