I recently returned a Hermes bag valued at over $10,000 via FedEx. I’m based in NYC and dropped off the package at a FedEx location in Hicksville, NY. FedEx weighed the package at drop-off, so I have that documented. Hermes received the package two days later, but four days after that, they called to tell me the box arrived empty except for bubble wrap. I shipped it exactly as I received it, with no bubble wrap.
Hermes conducted an internal investigation with their FedEx representative, and after four more days, they concluded the box wasn’t tampered with and refused to file a claim with FedEx on my behalf. I asked them to check additional details—like fingerprints under the tape or the current weight of the package for comparison—but they refused to provide any information and wouldn’t pursue the matter further.
I tried filing a claim directly with FedEx, but they informed me that the shipper (Hermes, who paid for the label) needs to issue a waiver authorization letter for my claim to be considered. When I asked Hermes for this waiver, they said they don’t provide waivers to customers and they also won’t file a claim themselves.
Hermes suggested contacting my financial institution, but I doubt my credit card company will accept the dispute. Any advice would be greatly appreciated. Thank you!
Do you have the receipt with the weight of the box you shipped? You could at least prove that the box was not shipped empty, which might encourage them to talk to FedEx about resolving the issue.
DolphGabbana said:
Do you have the receipt with the weight of the box you shipped? You could at least prove that the box was not shipped empty, which might encourage them to talk to FedEx about resolving the issue.
The weight of the package is visible online with the tracking number. The issue is that Hermes won’t investigate or provide me evidence. FedEx said I need a letter of authorization from Hermes to file a claim.
stevemaguire said: @Mori
Preserve that webpage showing the weight; take a screenshot or print it. You want to have concrete evidence.
I suspect the weight listed is based on what Hermes expected to be in the box, not an actual measurement. It should still prove something was in there.
Send a letter to Hermes’ General Counsel. State you shipped properly and have evidence showing the bag was in the box when mailed. Tell them you’ll sue if necessary, which may escalate their response.
Sam said:
Send a letter to Hermes’ General Counsel. State you shipped properly and have evidence showing the bag was in the box when mailed. Tell them you’ll sue if necessary, which may escalate their response.
Thanks for the suggestion, I’ll try that. The client relations team won’t escalate my case or provide more details.
I had a similar situation with Amazon and a $1,500 phone. After 6 months of back and forth, involving a lawyer and then going to small claims court, I eventually got refunded.
File a police report. The item has been stolen. 2) Use that report to dispute with your credit card. 3) The credit card company will intervene. 4) Never ship valuables without insurance next time.
Grab screenshots of all evidence backing your claim, including weight and tracking info, and keep it in a separate file. Then file a police report and contact Hermes. If necessary, dispute with your bank.