Delivering good news to your son

Ms K.C. writes: My son ordered a laser from a tool firm. It was not suitable so he returned it, using the Hermes delivery company. The tool firm did not receive the laser, but when my son contacted Hermes, it insisted it had been delivered. It claimed it was delivered at 6.45pm, despite the tool shop closing at 4pm. It was not signed for, even though my son had asked for a signature. Hermes has offered compensation of £35, although the laser cost £200. My son is not working for health reasons and cannot afford to lose this money. WHEN your son – Mr R. – protested, you say Hermes told him to read the small print in the delivery agreement and said he should have paid extra for insurance. But none of this explains how any delivery can be made hours after the shop closed, or why no signature was obtained.

Hermes is part of the huge Grattan shopping empire and not some fly-by-night courier, so I asked what had gone wrong. If any delivery is made to closed premises and without a signature, then it is hardly surprising goods can go missing.

Hermes told me: ‘We have launched an investigation to determine the whereabouts of this parcel and we offer our apologies to Mr R. for any inconvenience caused.

‘We deliver 260million parcels each year and the vast majority are delivered on time, without any problems.’

By the time you read this, your son will have received £210 from Hermes, covering the full value of the missing laser and the cost of postage.