Response By E-mail (Tracy Nicholson) (03/02/2022 02.53 PM) Good Afternoon, Thank you for your email regarding parcel C00*************. As previously advised I have reviewed your case with my Manager and whilst we agree the delivery was none compliant , we have offered you a further £30 goodwill to reflect the standard of the delivery received as well as the £25 already paid. When the collection was booked by yourself for delivery to FL, you advised the parcel was only worth £50 not the £97 as you have stated in the emails received since its delivery. The parcel was compensated for £20 which has already been paid along with the postage fees. I have attached proof of the transaction below :- I am therefore making a final offer of £30 Goodwill payment to try a resolve the issue. If you are happy to accept my offer please advise. If you need anything in the future, please contact your Hermes Customer Service Team and we’ll be happy to help. Kind regards, T N Hermes Executive Office i have received this as the last message regarding the matter. As I only stated there was a value of £50 which was true they each was worth this but I stated RW-8's which depicted two in there. May have to take the £30 as a learning curve for this one (was going to send them separately but there combined weight was just under the 2Kg) so sent both together as one. looks its my fault this time. Doc1.docx

Hi, I hope this is what you was after for the particulars of claim Claim details Why you believe you’re owed the money: Particulars of Claim I used the defendant's courier service to deliver a 2x Jebao RW-8's value £97.94 to a UK address. Reference number ******** The parcel was not delivered but was merely left on the doorstep from which it appears to have been stolen. The defendants have refused to reimburse me for the Items Named above on the basis that I did not purchase their additional insurance cover. The defendant' s requirement that the customer should protect themselves against the negligence or criminality of their employees or their own breaches of contract is unfair within the meaning of the Consumer Rights Act 2015 and therefore unenforceable. The defendants have reimbursed me £25. My claim is for the balance of £77.94 plus court fee £30.00 to be additionally added to claim Amount. Changewhy you believe you’re owed the money: Timeline of what happened Changetimeline of what happened 25/11/21 ordered Hermes Next Day Delivery Change25/11/21 25/11/21 Handed parcel over to drop off location at 08:53 Change25/11/21 27/11/21 Parcel Collected from Drop Off Location Change27/11/21 29/11/21 Parcel Abandoned on doorstep of recipient. Change29/11/21 4/12/21 contacted recipient regarding Parcels an checked tracking as parcel was confirmed delivered at Address 29/11/21 Tracking showed outside a closed door. Change4/12/21 6/12/21 Contacted Defendants CS department to whom started an investigation of the parcel. Change6/12/21 7/12/21 Defendants CS/Courier Reply Thank you for getting in touch with your enquiry. Unfortunately, the courier is unable to recall this specific parcel due to the length of time that has elapsed We can confirm that the courier was on the correct street at the time of delivery however, I cannot provide the location this parcel was left. I have tried my utmost to gain as much as information, but this is all I can provide. We are sorry this situation has occurred, If the customer has not yet received this parcel a refund or replacement will need to be agreed with the customer. Please follow your usual claims procedure. Change7/12/21 9/12/21 Defendants reply regarding email to CEO Martijn De Lange. Thank you for contacting our CEO, Martijn De Lange. My name is Aakash and Martijn has personally asked me to investigate this matter on his behalf. I am sorry that your recipient has not received this parcel after the courier delivered this to the recipients doorstep. i know how frustrating this has been for you. This has been reported to the Delivery Team. A thorough investigation will take place between by the Delivery Team internally. I can assure you that all appropriate actions will be taken to ensure you do not receive the same or similar level of service going forward. We appreciate that this is not the outcome you were hoping for, however, we do offer cover to assist in this situation and we will happily support you through the process of making a claim. Change9/12/21 11/12/21 Filled in Claim Form as instructed online. Change11/12/21 17/12/21 Defendants sent Reply to Claim. Regarding parcel ***** . Thank you for contacting our CEO, Martijn De Lange. My name is Tariq and Martijn has personally asked me to investigate this matter on his behalf. First of all I would like to begin by apologising for this parcel not being received as it was left insecure. I have investigated your claim and, due to the level of cover you chose within our standard compensation, we will be processing a payment for maximum value of £20.00 plus £5.00 in postage costs, back to you via the payment method used when you booked your parcel. We thank you for your patience on this matter and ask that you allow up to 5 working days for the payment to reach you. If you need anything in the future, please contact your Hermes Customer Service Team and we’ll be happy to help. Kind Regards Tariq Rehman Change17/12/21 19/12/21 I the Claimant replied and attached Letter of claim 01:08am Tariq, I take it you have sent this payment in goodwill and have made a mistake regarding the remaining balance of £77.94 that is outstanding due to negligence of your courier abandoning my parcel. I have attached a Letter of Claim attached to this email to which will be followed by a signed copy to your head office to the following address. Hermes Parcelnet Ltd Capitol House 1 Capitol Close Morley LS27 0WH As stated above there is an amount outstanding for the sum/debt of £77.94 Also all cost’s incurred will also be added to the outstanding sum/Debt at time of finalising. I will be expecting a reply regarding this by 31/12/21. Change19/12/21 19/12/21 Defendant CS replied, Regarding Parcel Number ***** . Thank you for your response. I am sorry that this parcel was not received by the recipient. I know how frustrating this has been for you. Of course, we never want to damage or lose our customer's parcels, but from time to time, like with anything, things can go wrong. We recognise this which is why we offer our customers compensation to help somewhat with their disappointment in those circumstances. As you know we are a self-serve company, however, we do everything we can to encourage our customers to check the level of compensation selected when booking their parcel. We give two options: one at no cost covering the parcel up to £20 and the second to cover the parcel up to the value of £300 for a small cost built into their postage amount. We are always more than happy to pay up to the level of compensation our customers select because that's the right thing to do when something happens to a customer's parcel that they have entrusted us with. However, we will only pay up to the level of compensation selected. I have checked our system and can see that the maximum compensation you have selected is £20.00, therefore we are unable to issue a higher compensation payment on this occasion. I am sorry for the inconvenience this has caused you. Should you require any further assistance, please do not hesitate in contacting us. Kind Regards, Aakash Ill also add the new if it would be better for me to add it. regards

Hi again Bankfodder I had a message regarding the issue from Hermes again today, I'm taking it as acknowledgment of guilt..... Ill post the info to you once i get a chance. Good Afternoon, Thank you for your email and for your patience on the matter. Having discussed and reviewed your case with my Manager, we can see the parcel was delivered 29/11/2021 at approximately 11:30 although our GPS tracking shows 28 meters , the parcel was delivered and left in a none compliant location - outside by the door to the business, When questioned the week after the delivery, the courier advised they could not recall the exact location of the delivery. As a result of the standard of the delivery and the manner in which the query has been handled I would like to offer you a goodwill payment of a further £30 , should you be happy to accept my offer please respond as soon as possible so payment can be processed. As a self-serve company, we do everything possible to encourage customers to check our lists of non-compensated and prohibited items and the level of compensation needed and we try to make this easy and transparent so that customers understand from the outset what we can and can’t carry to prevent incidents like this happening to you and other customers. If you need anything in the future, please contact your Hermes Customer Service Team and we’ll be happy to help. Please accept my sincere apologies for any inconvenience this may have caused. I look forward to hearing from you soon. Kind regards, Tracy Hermes Executive Office

Hi Bank Fodder, I have had no reply from them regarding the Letter of Claim. I have noticed they closed the chat too, as i wanted to message them one last time. This incident can't be re-opened or updated. If you need to contact us again, click on the 'Get in touch' tab. So looks like to me they are terminating contact. I have nearly finished with the online claim as I need to sort a few things out. Shame you can not Claim for more then what is outstanding as they are in breach of the terms they state. I have emailed the CEO in regards the LOC at time of posting this. so all have a copy of the LOC now. any further advise?

I have started filling in the online claim form Briefly explain you claim. Particulars of Claim I used the defendant's courier service to deliver a 2x Jebao RW-8's value £97.94 to a UK address. Reference number ***** the parcel was not delivered but was merely left on the doorstep from which it appears to have been stolen and it had been stolen from its abandoned location. The defendants have refused to reimburse me for the Items Named above on the basis that I did not purchase their additional insurance cover. The defendant' s requirement that the customer should protect themselves against the negligence or criminality of their employees or their own breaches of contract is unfair within the meaning of the Consumer Rights Act 2015 and therefore unenforceable. The defendants have reimbursed me £XXX. My claim is for the balance of My claim is for £77.94 plus court fee should I mention the receipt of the postage and the refunded amount now? I have edited it and added to the claim details. Thanks for time today. Still no Reply.

email sent.

Hi again, Here is an update to the LOC sent. Regarding Parcel Number ********. Thank you for your response. I am sorry that this parcel was not received by the recipient. I know how frustrating this has been for you. Of course, we never want to damage or lose our customer's parcels, but from time to time, like with anything, things can go wrong. We recognise this which is why we offer our customers compensation to help somewhat with their disappointment in those circumstances. As you know we are a self-serve company, however, we do everything we can to encourage our customers to check the level of compensation selected when booking their parcel. We give two options: one at no cost covering the parcel up to £20 and the second to cover the parcel up to the value of £300 for a small cost built into their postage amount. We are always more than happy to pay up to the level of compensation our customers select because that's the right thing to do when something happens to a customer's parcel that they have entrusted us with. However, we will only pay up to the level of compensation selected. I have checked our system and can see that the maximum compensation you have selected is £20.00, therefore we are unable to issue a higher compensation payment on this occasion. I am sorry for the inconvenience this has caused you. Should you require any further assistance, please do not hesitate in contacting us. Kind Regards, Aakash

I will be emailing it and sending it via RM tracked service. Worth the extra as ill add it to the final bill. ill add my info on the original. as one posted here has it all removed.

Is this a better version? Hermes Parcelnet Ltd Capitol House 1 Capitol Close Morley LS27 0WH ******************** *************** ************ *********** ****** Letter of Claim Ref Number: 2****6-0*****9 Parcel ID: C*************7 Dear Sir/Madam As I am sure you are aware, I used your Next day services on Thursday 25th November 2021 to post a parcel containing Jebao RW-8 x 2 (RW8’s) to the value of £97.94 to an address in the United Kingdom. I understand, after conversations with employees of your company and email confirmation, that the parcel was abandoned on the doorstep at the intended destination on 29/11/21, subsequently causing the parcel to be stolen due to abandonment on your part. Your contractual obligations were to deliver my parcel safely to its intended destination and these criteria were not fulfilled. Not only have you breached your contract with me by failing to deliver this parcel, You have proceeded to refund me the sum of £25.00, which equates to postage costs of £5.00 and £20 insurance claim, as per your insurance. This leaves an outstanding sum of £77.94, which has not been refunded. As a result of what has been outlined above, this is my official notice that I am proposing to sue for the remaining value of £77.94. If I do not receive a reimbursement of £77.94 within 14 days, then I will proceed to sue you for this amount in county court without any prior notice Yours Faithfully Mr **************

hi I have got to this stage of writing been busy myself. Hermes Parcelnet Ltd Capitol House 1 Capitol Close Morley LS27 0WH ******************** *************** ************ *********** ****** Letter Of Claim Ref Number: 2****6-0*****9 Parcel ID: C*************7 I am writing in Reference to a parcel not being delivered in the manor set out in our agreement, forth which has resulted in it being stolen from the location you delivery driver left the parcel (outside in an unsecure location). I raised the issue and you have investigated the claim raised and I completed your Claims form and I have received part payment towards the outstanding amount, which might have been an oversight. But I can supply my bank details upon request, or you can pay via the method you did for the partial payment. Here is a summary of the outstanding debt Amount Owed £102.94 Amount received £25.00 Total Outstanding £77.94 I am giving you 14 days (Stated in Law) for you to either pay the outstanding debt or I will have to start legal proceeding in small claims against you. Yours Sincerely Mr ************** only missing the part about the insurance scam but I might add that in at a later stage, or should i note it now as i shouldn't be paying for Hermes negligence (Delivery Drivers) .

Hi BankFodder Letter of Claim has to have 14 days, Ill set that in there now. Here is Hermes response Regarding parcel ****** Thank you for contacting our CEO, Martijn De Lange. My name is Tariq and Martijn has personally asked me to investigate this matter on his behalf. First of all I would like to begin by apologising for this parcel not being received as it was left insecure. I have investigated your claim and, due to the level of cover you chose within our standard compensation, we will be processing a payment for maximum value of £20.00 plus £5.00 in postage costs, back to you via the payment method used when you booked your parcel. We thank you for your patience on this matter and ask that you allow up to 5 working days for the payment to reach you. If you need anything in the future, please contact your Hermes Customer Service Team and we’ll be happy to help. Kind Regards Tariq

Update. Good Afternoon, Regarding Parcel Number *****************. Thank you for contacting our CEO, Martijn De Lange. My name is Aakash and Martijn has personally asked me to investigate this matter on his behalf. I am sorry that your recipient has not received this parcel after the courier delivered this to the recipients doorstep. I know how frustrating this has been for you. This has been reported to the Delivery Team. A thorough investigation will take place between by the Delivery Team internally. I can assure you that all appropriate actions will be taken to ensure you do not receive the same or similar level of service going forward. We appreciate that this is not the outcome you were hoping for, however, we do offer cover to assist in this situation and we will happily support you through the process of making a claim. Should you wish to submit your claim, please complete the following online form: Lost Claim Form I am sorry for the inconvenience this has caused you. Should you require any further assistance, please do not hesitate in contacting us. I have since completed the claims form and awaiting there outcome. im expecting just the £20 compensation and the £5 delivery to be returned. just wondering if I should be waiting the 28 days they expect me to wait? I will start the court forms while I’m waiting for them to do what they want to do, also I have a 7 day letter of legal action completed as I’m expecting no luck outside of County Court.

The delivery driver didn’t even try the buzzer on the door. It’s a unit but even then it should never have been left out side. yes 11:32am before noon. im now awaiting a reply regarding the issue from Hermes CEO department. According to them it’s a 24hr wait. I emailed the Attached Cc the CEO into the email.

I do have the photographic evidence and saved it on my phone too. they was being returned for the second time. This pair I’d had since July / August. Yes I realise now it was upto the retailer to supply the labels for returns.

They was returned due to stopped working and after a week of emails I was asked to return them back to Fastlight based in Basingstoke. (no Specific return procedure explained) I have now become aware that I should have asked for them to Provide the return Label (Googled my rights for faulty items). I've been reading a lot of info regarding returns and issues since Saturday night. Hi Justin If you would like to return them back to us complete we can take a look at them. Regards Rob J****s Fast Light Limited 2 Bessemer Park Bessemer Road Basingstoke Hampshire RG21 3NB Tel. 0800 0336 150 & 01256 320350 Fax. 0870 7601 421 www.fastlight.co.uk Follow us on