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 weight 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 rep, 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 said they couldn’t provide any information and wouldn’t pursue the matter further.

I tried filing a claim directly with FedEx, but FedEx 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!