Thanks for your assistance!

Just to check, it is Packlink who refused my claim for loss.

My only contact with Hermes has been through Resolver (their reply above). It's impossible to speak to someone over the phone, the only method of contact with Hermer I can see is through their automated chatbot 'Holly'. I still have 12 days before I can escalate the case to Customer Relations.

I take on board what you have stated and from what you have mentioned on the Consumer Rights Act I am prepared to go through the court route. Should I wait to escalate the case first and try to make a claim against Hermes through Resolver?

On 12/06/2020 at 13:58, BankFodder said:

Welcome to the forum. We get lots of Hermes cases here – and you should read around and you will see the stories. We will be pleased to help you.

However, you have posted your story in a solid block of text and that makes it very difficult for people to follow and to give you the kind of support that you would otherwise get.

Please will you make sure that you post your comments well spaced and well punctuated so that it is easy for people to read.

Sure, will do!

On 12/06/2020 at 14:01, BankFodder said:

You can start here:-

 

 

Thanks this is very useful. I did go through Resolver to raise a case against Hermes. They said this:

Quote

 

"Dear XXX,

 

Thanks for getting in touch with us about parcel number XXX

 

We’re so sorry that there’s been a delay to your delivery; we can see that there hasn’t been an update on your parcel since 18/05/2020. The last tracked point was at the ParcelShop please contact your reseller and inform them of your query so that they can contact the appropriate team at Hermes and chase the delivery.

 

Your reseller likes to ensure their customers have the most efficient resolution when there is a delay in your parcel’s movement so I would advise that you make contact with them and they will be able to help you get this resolved.

 

We understand, however your reseller has their own policies to follow for these scenarios. This is why you’re best speaking directly with them so they can make any further arrangements they feel necessary which may include a replacement or a refund.

 

Kind Regards,

 

XXX

Customer Service Advisor

Hermes Customer Services"

 

As a private seller on ebay, I sold a premium perfume for £320 using Hermes through Packlink which they then subsequently lost in transit. I didn't take out extra insurance since I had no issues with posting similar sold bottles of it previously.

I had to go through the stress of trying to speak to someone and waiting hours on Packlink's webchat. I also had to refund the buyer since they never received the item.

After weeks of investigating with Hermes, Packlink eventually declared the item lost and sent me a claim form hoping they would maybe refund me. After I sent the completed form they came back and said that alcohol based items are on their prohibited list (which I had no idea about since I see so many perfumes sold on ebay) and so I cannot make any claim at all and so I stand to lose my money.

I spoke with ebay but they declared they have no affiliation with Packlink and Hermes also didn't want to hear anything of it and said I had to deal with Packlink. I thought ebay would take some responsibility since they advertise Packlink on their site and provides greater convenience for sellers. They should also inform me I cannot post the item being on some prohibited list.

I have used the resolver site to open cases against Packlink and Hermer but don't think that is going anywhere. I have read elsewhere on similar instances in this forum that users should open a small claims case against Hermes.

Is that be something I should consider or the fact that the item is supposedly prohibited and I did not pay for extra insurance it would not be a good idea?