A customer experience about Hermes

Status: Approved

#Fraud #FinancialLoss #CustomerService  Frustrated Unhappy Annoyed 

Kindly shared by Anonymous

What happened

I bought a saddle on ebay, virtually new but old model so amazing price. dispatched by seller 23/02/21, on 25/o2/21 saw a message that it was damaged beyond repair. seller eventually got my message and several days later queried it. was told that the fee was insufficient and told to pay >£10 more which she did and the saddle would be delivered by 06/03/21. I emailed the company when it did not arrive. today 09/03/21 received an email reverting to the damaged beyond repair story and that no photographic evidence was available and it had been destroyed. without any proof! Saddles are virtually indestructable, and are nearly always repairable. Any irreperable damage would have to occur to the interior and not be visible. This was a virtually new old model saddle at a fraction of the cost of a new one. I would like it to be delivered, or at very least have evidence of the nature and scale of the damage. Horses can fall from height onto their saddles and the saddles survive. Unless they had a fire at their depot, of which there would be photos etc, it is hard to believe a word of Hermes story.

What I wish had happened

a proper investigation into where this saddle is, or photographic evidence to support their claim. If it was damaged then an offer to repair the damage from the courier. and ultimately I would like this saddle because I cannot afford to just replace this type of kit. It was the perfect saddle for our needs right now, one in that condition for that price (it had been mislabelled by the vendor as a GP when it was in fact a jumping saddle from the photos) meant that there had been no other bids. At very least the offer from Hermes to replace the saddle with another of the same quality.

Where this happened

Other - emails

Hermes Customers

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28% Delivery
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21% Customer Service
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14% Financial Loss
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10% Delay
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9% Communication
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6% Inconvenienced
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3% Returns
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3% Fraud
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2% Other
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2% Embarrassment
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1% Rudeness
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Delivery Service Customers

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27% Delivery
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21% Customer Service
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13% Financial Loss
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10% Communication
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9% Delay
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7% Inconvenienced
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3% Fraud
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3% Returns
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2% Other
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1% Embarrassment
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0% Service
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0% Quality of product
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