Oh my this is sorry tale of wow!
In May of this year, we were on holiday in CenterParcs, and on the last day my wife was not well, so I packed up the car and off we went on our merry way home!
About a week later, my wife could not find a trouser-suit! She searched for other items, an overcoat, cocktail dress, evening wear, etc. She put two and two together and realised that I (useless husband!) left her clothes in the wardrobe in CenterParcs! BTW, we would not normally take these "dress clothes" to CenterParcs but we attended a 50th Anniversary Party directly before going to CenterParcs.
We called CenterParcs and they (a very helpful Karen) had the clothes - excellent (which means we have independent proof of the clothes)! CenterParcs recommended my wife use Hermes, so my wife then booked a collection and delivery service from Hermes Parcelnet Limited and paid £18.09 for the service (including signature and the £300 insurance, even though the cost of replacement clothes is circa £700).
Anyhow, Hermes said they attempted to collect the package that CenterParcs had kindly wrapped up for us over 4 times! CenterParcs, said Hermes NEVER attempted these collections. In fact CenterParcs regularly use Hermes, and know the chap that collects. One day after phoning Hermes, they investigated! Subsequently, a Hermes representative visited CenterParcs and collected some packages, but not ours, the CenterParcs administrator knowing our grief and the Hermes collection person, asked him to take our package - this was taken as confirmed by the Hermes tracking system.
A few days later, nothing arrived!
A few more days and a couple of calls the Hermes, and they said it was in transit and would be delivered.
A few more days and another call...they advised the package was now lost but they would investigate!
Since then we have raised a claim, but this has been denied as we do not have proof of purchase for the clothing. Who keeps proof of purchase for clothing that's a year or more old? For example, the winter velvet overcoat was a gift from our children some years ago; the cost of this item alone would be over £200.
I am so incensed at this and the total lack of care. So I would like to bring a claim against Hermes so as to recover £700 in order to replace my wife's lost clothes.
Attached is a letter I plan to use.
I would sincerely welcome any "pointers" on how to get this resolved.