Hello, I've just heard back from Hermes after going through their complaints department and writing directly. THey are fobbing me off with 'Paclink's contractual agreement'. I attach both the response from Hermes. Have you actually had cases won where the order was placed through Paclink broker rather than Hermes directly? Thank you for your help. Anna Hermes response to my email 02.06.2020.pdf

Letter before small claims court claim.pdf Sorry, I was copying and pasting from a word doc, not sure why it came up as an image.

So as you predicted, Hermes have brushed me off saying this is a Paclink issue and they cannot assist further. At least I have a complaint ref number from this exchange. I am thinking to now send the formal Letter before small Claims court action and wonder if you could review the following: Second part of letter:

Okay I see your point. I have now obtained a reference number from Holly the bot and someone will email me apparently.. 200601-005728

When I go through Hermes customer services it offers to chat with a virtual bot, Holly, or call them or email with your complaint. What do you mean by standard procedure? I've been through this with both Paclink and Resolver so have evidence of the 'loss' being admitted and the £25 being offered, which I refused. I thought that would be sufficient back up? I will also now read up on country court applications.

I am very pregnant and very frustrated and want a quick resolution. I thought I had followed your advice, but do accept bull in a china shop analogy. Thank you for offering to review further letters. By the way, why is it too detailed at this stage? Won't that just save a lot of back and forth communications?

No I've written direct to customer services and copied in the CEO. Actually, I had complained to Hermes via Resolver previously so I guess I have been through a standard process already yes. They just said 'Paclink issue nothing to do with us' so trying a more direct approach now.

Thank you for your helpful advice here. I have just emailed hermes with the following email and look forward to a swift conclusion to this case.o whom it may concern,

Oh, I checked again the details are as follows: I declared £522 as the value. I attach the Paclink shipment note and it looks like a 3 day delivery rather than next day. Paclink delivery Hermes shower.pdf

I declared £522 (the sold price on ebay) and asked for the postage back too £6.94. Yes, I was offered the standard £25 'compensation'.

Hello, I am a victim, probably like many others, of Hermes and Paclink 'losing' items of high value and only compensating £25 which is akin to theft. As we prepare for our baby's arrival we've been clearing out and selling stuff on ebay. I had sold a few items and used Hermes no problems. When we sold a higher value item, a Burlington Shower, (rrp £700) for £522, I again selected Hermes next day delivery for £6.94 via Ebay's own delivery platform, paclink. This was 9th March 2020. By 26th March 2020, the item had not arrived and I had to refund the buyer. Paclink tracking number: GB2020EBAY0004909689 Hermes tracking number: 5641 2587 5736 9215 Paclink and Hermes freely admitted they'd lost the item and offered me a refund of the £6.94 delivery fee, plus £25 standard compensation, leaving me nearly £500 out of pocket. Paclink sent me £25 and closed the case. I never spoke to a real person. I used the European Resolver body to contact Hermes who responded that Unfortunately Hermes and Paclink are two separate companies and we cannot get involved with Paclink regarding any claims. I can confirm we have no reason to suspect foul play regarding your parcel. Kind regards, Amanda Hutchinson, Hermes Escalations Department, Hermes, 1 Capitol Close, Moreley, Leeds, LS27 0WH T: 0344 522 7341. I don't know what to do in this situation, feel exploited and powerless. Its a terrible state of affairs and feels like it could even be criminal. Someone somewhere is using a loophole to not care about the service being sold and profiteering from other people's losses. I saw the Channel 4 program 'Joe Lycett's got your back' and saw van loads of well labelled packages being sold off to an auction house in Birmingham. What happens to the proceeds of those sales? It all seems very strange and nefarious and I would love some help to get my money back please! Thank you, Annadina

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