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About Carlton1972

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  1. Just received compensation this week. I escalated to a formal complaint, received an appology and the refund was sorted in days. There is no point arguing the point with the first port of call staff, their job seemed to be to fob me off in any way they could. I argued that they were violating my consumer rights under the 2015 act with the 28 day claim period. Also, that if they couldn’t provide me with written terms to define what constitutes proof then my offered proof was reasonable and sufficient. I also said I was moving my business to another courier until the matter was resolved. Because of this I’ve found that the post office drop and go service is much more convenient than it was when I had to queue, and will be using them for all my smaller packages. Frustrating that I had to argue this at all and long-term its not been a great business decision for them.
  2. Thank you for your reply. That’s great to hear that they can’t impose this 28 day limit. It was a cushion total worth including postage cost and packaging was £23.60. I don’t feel it’s worth my time and energy to take this to court but I will give Citizens advice a call and see if they will report to trading standards. I don’t have a branch close to me. I will send them a strongly worded complaint, see what happens and report back.
  3. I sold an item on Etsy sent with myhermes and my customer didn’t receive it. The item was posted on December 11th but the buyer didn’t inform me they had not received until January 15th. I informed myhermes who said that they could not locate the parcel but would not pay compensation as I informed them after 28 days. The item is worth £20 so within the standard compensation rate. their terms state: You must notify us in writing of any claim for Loss or Damage or Late Delivery within 28 days of the date of the relevant Order. If you fail to do so, we will not be liable to you for it, except where you are able to prove that it was not possible for you to notify us of your claim in writing within this time limit. I offered as proof that I could not notify them as my buyer had not informed me of the loss. They have refused this as proof stating that proof is only where the sender has been hospitalised?! I’ve asked them to clarify the proof term and direct me to where this is written in their terms but they can’t provide this. I’d appreciate some help with moving forward with this please. Are they within their rights to refuse compensation and put a 28 day limit on informing them of a lost parcel? Can they refuse as proof the fact that I was not informed of the loss by my customer before the 28 day period?
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