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.
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!