Hermes lost parcel - claim launched . **WON**

[murraynt]

Hello all.

I'm having some issues getting a refund from Hermes for a lost parcel.

On the 15th of May I bought a shipment label from the Hermes website to deliver a package valued at £130. When I got to the parcel shop I was told I could not print the label, so I bought another shipment label to ship my parcel, again valued at £130.

Fast forward a few weeks and the first parcel has been reported to be delivered at 1.30pm on the 22nd of may. Despite the fact that nobody was recorded on the video camera for one hour either side of that time or that fact that the label was never used.

The second parcel, has been lost. Hermes have admitted they have misplaced the parcel and guided me to submit a claim.As I did not opt for their insurance they have offered a refund of £20. I have not yet accepted this claim. Do I have any right to a full refund? If so, how do I go about it?

Thanks for any help.

[murraynt]

Apologies BankFodder.  There was one parcel, two labels but only one label was used. Hermes claim both have been used, but that was not true. 

[murraynt]

After reading some more threads on this site and looking at the slide show I would like to go ahead with a small claim against Hermes. I'm just not sure where to begin. 

Edited June 25, 2020 by murraynt

[murraynt]

Thanks for your replies. They are really helpful. 

 

Would it be best to send this letter as an email, on the support thread or a physical copy? 

[murraynt]

Thanks Again, 
 

I have sent an email to hermessupport@myhermes.co.uk and I will send the physical letter tomorrow to this address: 
 

Hermes UK

Capitol House,1 Capitol Close

Morley, Leeds, LS27 OWH
United Kingdom

[murraynt]

Thank you BankFodder. 
 

I will study the section 47, 48 and 49 of the consumer right act tonight. 

I also replied to the ticket and attached the letter. I've received a very prompt response stating I should have bought insurance, which is to be expected. 
 

[murraynt]

Hi all. 

I sent the letter yesterday and I've registered on www.moneyclaim.gov.uk. I will update the thread when I hear more. 

[murraynt]

Hello everyone. I'm still here. 

I knew it was a few weeks since I sent the letter off but I didn't realise it has been this long. July has gone quickly! Thanks for the reminder. I will issue the claim tonight. needless to say Hermes have not replied. 

[murraynt]

Understood, but surely regardless if the claim is issued on the 15th day or the 23rd day in my case reasoning against Hermes is still valid? I hope my comments don't come across as being offensive, I am just curious.  

 

Is it still worth submitting? 

Edited July 23, 2020 by murraynt

[murraynt]

Yes, Point taken BankFodder. Thank you for your patience and help. 

I should have stuck to the strict deadline but I let time slip away from me. I will submit my claim on www.moneyclaim.gov.uk tonight. 

Edited July 23, 2020 by murraynt
Added an image.

[murraynt]

I raised a ticket with hermes and they confirmed the parcel was valued at £120. I have since submitted a claim on the Money Claim web site for £120 + £6.99 Postage. 

 

 

[murraynt]

7 days since the day of service but no reply from Hermes. Hopefully they respond  this week but I do expect them to file an  Acknowledgment of Service and extend for a further 14 days. I will update when something changes. 

[murraynt]

Hermes have submitted an AOS. 

 

[murraynt]

Hello all

 

Hermes have filed their defence stating that I have already received £26.99 compensation, which is untrue as I never accepted the payment. 

I suppose next step is to request judgement? 
 

 

[murraynt]

Sorry BankFodder. Uploading the file must have reduced the resolution. 

I have uploaded to imgur  which has maintained the resolution.

[murraynt]

Thanks BankFodder. Should I Request Judgement now? 

[murraynt]

Seems I was getting a bit ahead of my self. Thanks for the advice BankFodder. I will sit tight and come back when I get an update. 

[murraynt]

I've received my questionnaire and I've filled it out, except for the mediation section. Do I want to mediate with hermes?  

[murraynt]

I have a Mediation date of 08/10/2020

[murraynt]

Update: 

Mediation ended with a Full payout of £151.99 due to be paid by 22/010/2020. Hopefully this is the end of the road now and Hermes will pay within the time frame, although I can't see any reason why they wouldn't. 

 

To anybody else that has had to lose money due to Hermes being negligent, this process is not as daunting as it may first appear. The entire process took around 15 weeks and cost £30 which i am due to receive back from Hermes. Although the entire process took a while there was really very little work to do thanks to the help from this forum and Bank fodder. 

 

BankFodder- Thank you so much for your help. The Information you have provided has been invaluable and hope you continue to do what you do. Donation incoming to help the people in the future. 

[murraynt]

Sorry for the delay all. 

1: I got a call at around 3.30 PM where the mediator introduced them selves, confirmed what the intention of the mediation was and asked if I was willing to settle the case today and to willing to be flexible with the defendant. I replied and said I was willing to settle the case and I was willing to be flexible with Hermes by not going to court but I was not willing to budge on the £151.99. The mediator said that this was not the function of the mediation and I was expected to settle for a reduced sum of money. I repeated that I wasn't willing to reduce the monetary value but I was willing not to bring Hermes to court. The mediator told me they would bring this news to Hermes and call me back later. 

 

2: I received a call back from the mediator at around 3.50 PM. The stance from Hermes was that I did not take out the insurance but as a good will gesture they were willing to cover the cost of the postage + the value of the lost item. they were not willing to pay the £30 odd pounds that it cost me to raise the claim. I again repeated that I wasn't willing to settle for a reduced sum of money and if we went to court it would cost Hermes a lot more than £151. Again the mediator said that this was not the function of a mediation but still went back to hermes. 

3: After a 25 minute  wait the mediator called me back saying Hermes would pay the full amount and all i had to do was send my bank details to a person in Hermes. The Mediator then read out the claim and told me a copy would be sent to both partied Via email and that was it. 

 

For prep all I did was read the bullet points posted on here and re construct them in my own words. The mediation was very snappy and I wasn't given the time to defend my case and use the bullet points on here but never the less it was good to have the ammo in my back pocket. The mediator made me feel like a mediation wasn't the correct option, but I remembered that Bankofdder said they would try and push me into settlement.  Over all i'm happy that I ticked the mediation box. 

 

 

[murraynt]

On 09/10/2020 at 08:21, syd16 said:

That is great news murrayant! I would also be interested in knowing the details of your interaction with Hermes through this mediation, I have a telephone mediation for my own case set for 19th October.

I've had a look at your thread and yours does seems slightly more complicated than mine. After going through the process last week my only piece of advice would be to created a very short snappy statement that you can give to the Mediator. 

Do you have any questions that I can help with?   

[murraynt]

Just received payment this morning. 

[murraynt]

Just regular bank transfer