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Hermes parcels keep saying "damaged"


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Hi All 

 

Hoping for some help and wisdom. 

 

Over the last 2 months I have ordered around 8 parcels from all different retailers which have ended up being sent to Hermes for delivery, all of them will be given a delivery time frame which will come and go and a day or two later the tracking will update to say the parcel has been damaged and will be sent back to the sender. The multiple retailers have all been very good and refunded what I paid however I am now at the point where I want my items and can't buy them from the shops. 

 

I have done a few tests and ordered things to different address that I know are from a different depot and they are all being delivered with no issues what so ever.. and if I order anything that comes via DPD, Royal Mail etc are all being delivered no problem. 

 

Just not sure where I stand or how to resolve this issue!! Thanks in advance for any advise or if anyone is experiencing anything similar can share their stories. 

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We are hearing quite a lot about Hermes claiming things are damaged – although then they are normally destroyed.

Are the items which you are referring to being returned to the sender?

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Also I understand that you have identified a depot where this is a particular problem. This is very interesting and I'd be grateful if you could contact me confidentially on our admin email address.

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I have been told they have been returned to sender but the latest one I have asked the retailer if they have received it and can they tell me how it was damaged. This one is from a very large retailer which have yet to respond after 3 days so not sure going to get much info :(
 

One parcel was a pair of socks so I just question how that was damaged to an extent they would deliver it!!! 

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Please could you list out the items which are missing, their values and the details of when they were sent, if the values were correctly declared and whether or not you bought their so called insurance compensation.

Thanks

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Hi 

 

I bought all these items from all different retailers, for example one was a woolly hat from ASOS. One was a coat from eBay, one was some skincare products from beauty bay. So they all would of been labelled like normal parcels. 
 

since my post I have had a further two parcels both of which say they are being delivered on a set day, this day comes and goes and again gets marked as damaged. 
 

so we are now up to 10 parcels damaged in a row I’ve not had one successfully delivered since November. 

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Okay it sounds like a very serious problem.

I think that we need you to list out the items, the value, declared value, whether or not there was insurance and whether it was claimed that they were lost or damaged.

Maybe you could produce this in an Excel table. You will need to present the information in this form anyway when you issue proceedings – and I am quite certain that you will need to issue proceedings.

Also, please could you put together the notices which you have received saying they are damaged – into a multipage single file PDF format and posted up here so we can see.

It's obviously a very serious problem – but also because the number of items, it is going to be a bit complicated and it will help to understand the extent of the problem in terms of number of items, kind of items, and value that we are looking for.

I'm afraid it's going to take time – but I expect that we will probably be able to get a result in the end.

And you are saying that this all happens in the same depot?

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Also, where they all sent directly through Hermes or were they sent through intermediaries such as Packlink?

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Yes I had thought I need to sit down and get all the items, tracking numbers and screenshots of where it says damaged I will look to so this over next few days. 
 

As I purchased all items through retailers I paid normal post and packaging and no insurance was offered but unsure If the retailers would have insurance. 
 

To my knowledge all parcels were straight to Hermes I do not recall any of the tracking saying otherwise. 
 

I do believe it all happens at the same depot as I have ordered items from the same retailers to an alternative address which have been delivered by Hermes with no problem. 

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