I am new user and this is my first post.
I will briefly explain my problem:
I booked a delivery with my hermes international more than a month ago.
The parcel consisted in a gaming console plus 5 games and a Garmin smartwatch. The parcel was insured for 500 pounds and the service plus the insurance cover costed me 40 pounds. The parcel was for my sister and their 2 daughters who were in distress and pain taking care of my mother's enduring and fighting her terminal disease.
Something to help them cope with grief for all the things they went through in the last 15 months.
I was given a tracking number which didn't update at all. After few days I decided to contact their customer service via chat regarding the aforementioned issue. After few minutes the operator came up with 2 different tracking numbers which were external to my hermes, one was from an international multitracking site and another one was from
The DPD tracking was the most reliable and after few days, the parcel arrived in Italy and it was showing as "waiting for payment of custom duties" or something like this DPD tracking doesn't work anymore with the number they gave me.
I did contact my sister and told her to get ready to pay custom duties on the parcel and that I would had reimbursed her the money as soon as the precise amount would have been clarified by the custom officials.
After a couple of days I check the DPD tracking again only to find out that apparently "they were unable to collect payment of duties from recipient" and therefore my parcel would have been returned to the sender.
I suddenly contacted my sister and asked her if she had received any call or letter from the customs but her answer was negative. No letter or call arrived from any custom officer at all.
I suddenly contacted my hermes chat again and they told me they would had opened an investigation and in case they lost the parcel, they were not liable for the loss. I quickly told them that it was a false statement and I required the name and surname of the operator. He denied my request stating "that his first name was enough". I did reply reminding hi that he juridically exposed himself by confirming they are not liable and therefore should had identified himself. He denied again.
2/3 days later I receive a communication that the parcel was lost and that I had to upload evidence on non received item. Basically I had to show them my whatsapp private chat between me and my sister where she confirmed that she didn't receive any communication from any customs officer.
My Beloved Mother died 5 days later.
I have been unable to see my relatives in ages, I wasn't able to hold my mothers hand while she went to the incorruptible Kingdom.
I didn't get any apology and after a week from submitting "evidence" (they had them already as they communicated to me that they lost the parcel) which involved an invasion of privacy as well between me and my sister grieving my mother's last days, I still didn't even receive my insurance money back.
Needless to say that I wanna sue them badly and make them pay for their disgusting service but also for all the mental distress they gave me and my family.
I would like to know what do you think about it.
Thanks very much for your time.