Are Hermes liable?

[TheOrigBrave]

After MUCH tearing out of hair this is my final response from Hermes. CEO office.

My Q is - are they actually not liable to compensate for items lost within their system?

The parcel contained house and room key for my student son.

Cut and pasted below with identifying places removed.

Dear Brave

Thank you for your patience whilst we've been investigating this for you.

After conducting searches at our xxxx Depot and xxxx Depot we are unable to locate the contents and the xxxx depot confirm that the packaging was all they disposed as the contents were not available upon arrival.

I apologise that we could not locate the parcel contents on this occasion.

Whilst I appreciate this poses a potential security risk and now puts you/your son at a financial loss at having to replace the lock, we are unable to compensate you for this as a result and we cannot be held liable for this cost.

I apologise for the inconvenience this may cause you both and I am sorry that we are unable to assist you further here at Hermes.

They have a clause in their terms and conditions limiting their liability for loss or damage. Under this, unless you took out Full Cover, their liability is limited to the lower of £20 or the cost of replacing the keys. Under this clause they are not liable for the cost of replacing the locks. To make them liable you would have to persuade a court that the clause is unreasonable and that replacing the locks is not too remote.

Thank you. No, I didn't take out full cover - I naively thought using a courier service was safe.

Well, at least I have a response and conclusion, which is better than going round and round their online chat/help forms.