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Hermes Responds To Allegations Of Refusing To Reimburse Thousands Of Customers After Packages Disappear

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Hermes Responds To Allegations Of Refusing To Reimburse Thousands Of Customers After Packages Disappear

Delivery company Hermes has hit back at claims it has refused to reimburse thousands of customers after packages disappear.

Campaigners criticised the firm over its alleged mishandling of packages and parcels.

Critics claim the company has left thousands of its customers heavily out of pocket due to a list of 'obstacles' it has put in people's way preventing them from claiming back their money.

For example, Hermes has reportedly told customers in the past that they need insurance in the event that an item is lost, as well as telling some that certain packages are 'prohibited'.

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According to reports, the company refused liability on a bottle of perfume which cost £320 because it contained alcohol.

It was also claimed Hermes initially refused to compensate a customer for a lost rowing machine - but later backed down.

Marc Gander, from the Consumer Action Group, claimed he has dealt with hundreds of cases like this.

Hermes has been criticised for reportedly leaving customers out of pocket. Credit: Alamy
Hermes has been criticised for reportedly leaving customers out of pocket. Credit: Alamy
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He told the Sun: "Hermes is leaving thousands of customers out of pocket when they lose parcels. It is an absolute scandal. The tricks they pull are unbelievable."

However, a spokesperson for Hermes told LADbible that they 'did not recognise' the consumer group or many of the allegations and incidents mentioned.

The company said: "Our legal team is unaware of this consumer group and to our knowledge has has no dealings with them.

"We do not recognise the alleged scenarios and supposed outcomes that are detailed on their forum.

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"The rower and the perfume cases referenced were deliveries purchased from Parcel2Go and Packlink, independent third party companies that sell a range of delivery services from multiple carriers, including Hermes.

"All customer queries and claims for services booked through them must go through those companies line with the agreed terms and conditions as the contract is between these two parties. Despite the ‘advice’ given on the forum, the third-party rights under the Contracts (Rights of Third Parties) Act 1999 does not apply and accordingly Hermes does not pay out on that basis."

LADbible has gone to Parcel2Go and Packlink for comment.

This comes after a Hermes delivery driver was sacked after they were spotted dumping parcels in the woods.

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Amy Taylor was walking her dog in the woods in in Carnwath, South Lanarkshire, Scotland, on 23 November when she saw the delivery driver heaping packages into a big pile.

The 34-year-old said she asked what he was doing and he claimed he was simply 'sorting' the parcels; however, on her way home she found them left behind in the woods - including one package addressed to her.

To add insult to injury, the nurse said she received a notification stating that her parcel had been delivered.

The parcels were piled up and left behind. Credit: Facebook/Amy Taylor
The parcels were piled up and left behind. Credit: Facebook/Amy Taylor
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Amy subsequently contacted the police but said the parcel pile had disappeared by the time officers arrived at the scene.

Speaking to The Mirror, she said: "I was out on a walk with the dog when I spotted him dumping the parcels.

"He was quite far into the woods but when I asked him he insisted he was 'sorting the parcels'.

"I carried on my way giving him the benefit of the doubt but I ended up turning and going back after thinking it over, but when I returned he was gone.

"I was expecting a parcel from H&M anyway so decided to have a look.

"Sure enough, there was my parcel - which I had already had an email for, saying that it had been delivered, along with a close-up photo of the parcel so you couldn't see where it was.

"I contacted the police but by the time we got up there with them, the parcels had all gone.

"They did their best, but with no evidence, there wasn't much the police could investigate unfortunately."

Featured Image Credit: Alamy

Topics: UK News

Dominic Smithers
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