Lost parcel

[Angie6868]

I ordered something from a major retailer and returned it by Hermes using the return label in the package. Hermes have lost it. Does anyone know how I go about getting this resolved? The retailer says it's Hermes' responsibility. Hermes says it's the retailer's. Thank you

The retailer is incorrect, the onus is on the retailer to resolve this. We have quite a big contract with Hermes and, as their contract is with us, not the customer, we deal with any issues on behalf of the customer and then launch a claim with Hermes. The retailer can do this, Hermes won't do anything for you as a customer. We have procedures in place for situations such as this, because quite frankly Hermes are useless.

Your contract is with the retailer, they choose to use Hermes therefore I would say it’s for the retailer to sort out (I’m not a lawyer)

Retailer, you placed an order through them and Hermes were the third party "instructed" by the retailer; The onus is therefore on the retailer to address your issue.