So that lovely USA Custom Shop Schecter of mine has potentially gone missing thanks to Hermes. I'm aware now that they are probably one of worst courier companies ever, so I'm not looking for lots of 'you should have used someone else'.
Basically what's transpired is that I sent the guitar off on Monday 15th June and it arrived at the national sorting hub on Tuesday 16th June. Since then there have been no tracking updates.
I sent a message last night via their website and heard back from a CSR this morning basically saying " I have checked the tracking and can see that the parcel was last scanned as on its way to the hub and as there is no tracking update since then we will consider that the hub was unable to locate this parcel." I flat out refuse to believe that a courier company can not locate something of this size, a letter or a small parcel perhaps yes, but an electric guitar in a hard case, really?
I've since sent more emails to customer service strongly appealing this, as well as send an email to Packlink who were the company i used through eBay to book the courier, as well as open a case with resolver.
I'm potentially going to have refund the buyer on eBay and be left 1100 out of pocket.
So my question is- Surely there has to be some responsibility for Hermes to carry out their job to a satisfactory standard? This whole situation seems like utter imcompetence and I'm thinking of suing them for negligence if the guitar is not found, which I have threatened them with to do so.
Are there any lawyers or people aware of one's rights in this situation who can let me know the best cause of action going forward?
Thanks.
Comments
Please say you at least had cover on it and checked whether it excluded guitars/musical instruments....?
As well as being overloaded with business (as are all couriers atm), resulting in delays, they’ve also had some IT issues which has mis-directed parcels. Our local (Norfolk) delivery person (who is excellent, btw) has had packages sent for delivery ... in Glasgow.
It may well still turn up.
Regardless, how can a courier company just choose what is and what is not included under compensation and then just get away it if lost, damaged etc? Do they really rate their own operations so low as to do this?
Aside from them saying what they will and wont compensate for, there still has to be some action to be taken for negligence. I refuse to believe that there isn't something in law that stops companies from being able to get away with this. It's utter carelessness.
Absolutely keeping my fingers crossed though, all of the couriers are mad busy right now.
I don’t think that’s quite what you meant to say ...
Even if he is the winged messenger.
As has been said, they can damage it and tell you to fuck off but losing it is something else.
However, loss is normally covered differently to damage. I've not read the Hermes contract, but I'm assuming that the exclusion of musical instruments relates to damage caused thereto rather than loss thereof.
But, see my post above. I'd suggest that it's still got plenty of opportunity to turn up.
Even if it wasn't an item not on their excluded list and you had bought enhanced cover that was covered in a contract they would try and weasel their way out of it and say something ridiculous like an army of mice invaded the depot and stole your item so it would be considered an act of god and as say the protection didn't cover acts of god. Push them every step of the way.
Fingers crossed it turns up.
Absolutely shocking reading about them sending lost items to auction within 4 weeks of postage!