No pressure at all! Just 2 phone calls including the one to say they would pay. Was over by 8.30am.

Ok. Got a phone call asking for me to layout what had happened. I had prepared a list of bullets so just read them and summed up at the end. Got a call back to basically say they agreed to pay - there wasn't any too or fro. I guess they realised it was silly taking this to court after all!

Thanks for all your help. Had mediation this morning and Hermes agreed to pay the full amount!

Ok. Thank you

I have already filled in the questionnaire and asked for it to be in a court near me. Sent it off a week or so ago. The questionnaire they have filled in and sent today - this is where I have seen they have agreed to mediation and requested the hearing to be near them. There was no mention of gagging? I assume from your above post this post I just need to read about mediation...

Hi, I've just received the defendants questionnaire. They have agreed to mediation and asked that the hearing is held in a court near them. What are my next steps?

The man from Hermes legal dept?

Hi, quick question. the notice of proposed allocation to the small claims track, says that I need to serve copies to other parties? Does that mean I need to take copies and send to Hermes?

Ok thanks

Hi, I've received the small claims track notice and questionnaire. They haven't offered mediation, looks like I have to ask for it by agreeing in the questionnaire? Should I just agree?

Thank you. I'll get in touch as soon as I get the questionaire. Happy new year!

Ok, here's the PDF Hermes defence.pdf

Hello! I hope you had a good Christmas. Please can you help me? Hermes are disputing the full amount, are defending the claim and have filed a defence. I don't understand what they have written so could do with some help understanding, and what the next steps are. As mentioned above, I did take out full cover i.e the £20. They have the proof of the cost of the items. One tap was undamaged so I am only claiming for the two items that are damaged (thought this was clear in my letter of claim?) - £284.42.

Ok thanks. Guess we'll see what happens!

Hi, Here's my particulars of claim. Pls let me know what you think. Reference: XXX Parcel ID: XXX Defendant courier company undertook to deliver the claimant’s taps and fixings to the value of £284.42 to an address in the UK. Defendants damaged the parcel contents through their negligent handling. The claimant seeks compensation for the defendant’s negligence: £284.42, plus interest pursuant to section 69, County Courts Act 1984

Thanks!

Hi, I've just drafted a letter of claim. Please can you let me know what you think. Should I add money for my time that they have wasted (which is a lot!)? Also, is it worth mentioning the films of Hermes staff throwing parcels around? The most recent one has appeared in the papers yesterday, or would that not be relevant to my claim as I can't prove that any of the parcels they have been caught throwing belong to me? Martijn De Lange Hermes Capitol House 1 Capital Close Morley Leeds West Yorkshire LS27 0WH Dear Martijn, Reference: XXX Parcel ID: XXX On the 20th August 2020, I purchased your next day delivery service, with insurance cover, to send some taps and components back to a bathroom supplier as they were not suitable for our bath. The items had been taken out their packaging to view them, before being wrapped back in their original packaging (bubble wrap and plastic packaging, inside their original boxes), and were then placed comfortably inside a large box (i.e the boxes had not space to move around inside the large box) for you to courier. On arrival, the recipient has stated that the box was rattling. Upon inspection, dents and scratches were found as the items were damaged in transit. This has meant that I did not get a full refund for the unsuitable items. Parcel contents: 1. Hansgrohe - Talis E 3-Hole Rim Mounted Bath Mixer - £145.78 2. Hansgrohe - Basic Set For 3 Hole Rim Mounted Bath Mixer - £138.64 3. Also included Mixer 110 - with Pop-Up Waste, which was the only item undamaged and refunded by the bathroom supplier. After multiple exchanges with various Hermes staff, I have now been told that you will not process my claim as I do not have photos of the items before I sent them. I sent these items in good faith and did not damage them before sending. Indeed, in one of the many correspondences with yourselves, you admit that parcels go through a number of handling and transportation processes where damage can occur. Additionally, there are a number of films in the press (4th November 2020 - The Daily Mirror, The Sun) showing the rough handling of parcels by Hermes. I hereby inform you that unless you reimburse me for the £284.42 for the above mentioned goods within 14 days, I shall issue a claim in the County Court to recover this money from you, plus interest, plus costs without any further notice. NB: a hard copy of this email has been sent today recorded delivery. Regards,

Ok thanks. I'll post the letter here in the next day or so.

After reading around some more, I realise I should have mentioned I also did a Subject Access Request, however I don't think I did this correctly i.e. it was a bullet point amongst others in an email. I guess I should do this request separately and in letter form, recorded delivery? Can I also send this via email?

Hi, I'm hoping someone can advise me on Hermes. I sent some bathroom taps back to a supplier using Hermes. I paid extra for the insurance (£20). The taps were wrapped in bubble wrap and inside boxes, however upon arrival the bathroom company said that the box was rattling and the taps inside were damaged (small dents and straches). The bathroom company would not accept the taps back, and therefore I did not get a refund (just under £300). I have been in a back and forth with Hermes since sometime in Aug - a huge number of emails with either the most incompetent or complicit staff I have ever had to deal with. I have provided Hermes with an email from the bathroom company stating that the goods were rattling, damaged and that they would not accept them for a refund. Hermes have photos of the damage, how much they cost and other details they claimed to need. Hermes have today said that they will not take my claim forward as, as I have said that they WERE adequately wrapped and did not provide them with proof that they weren't already damaged. Firstly, they have never asked for this proof, secondly I sent these taps in good faith and did not think to take pictures before hand. It is my belief that the taps were damaged in transit, not by me or the bathroom company. I have exhausted the Hermes complaints channel - they have been messing me a around for months - and now I want to take them to court. I have had a read around and believe the next step is to write a 'letter before claim'. Please can someone give me some advice on this? Am I wrong for not taking photos before using Hermes? Is this standard practice with couriers? Is there a particular act or law I should quote in the letter? Just to be clear, I definitely will take them to court, this won't be an empty threat. £300 is a lot of money and they have wasted my time, which I also believe is worth something. Appreciate any advice!