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Found 66 results

  1. Hello, I have recently been unfortunate enough to experience the bad end of when Hermes loses a parcel. A quick summary: I was returning a phone which was faulty back to Amazon DE for a refund. I had to pay return postage. Amazon said they will refund me up to around EUR 8 for postage. I then got a quote from P2G and the only service which would allow me to not be out of pocket was Hermes International. I put in the parcel details and the value. I did not choose to pay for their additional insurance as it was £30, in fact if I could go back in time I still wouldn't pay extra for their insurance. Some time went by and I still hadn’t received a refund from Amazon so I checked the tracking. It was as follows: [TABLE=class: tracking-data] [TR] [TD]16/01/2019[/TD] [TD]20:17[/TD] [TD]Entered the Hermes network[/TD] [/TR] [TR] [TD]16/01/2019[/TD] [TD]10:29[/TD] [TD]Dropped off at the ParcelShop[/TD] [/TR] [TR] [TD]15/01/2019[/TD] [TD]18:04[/TD] [TD]Order placed [/TD] [/TR] [/TABLE] Nothing after that. I then contacted Hermes who referred me to P2G. After chatting they opened an investigation as the parcel should’ve arrived no later than 24/01/19. I waited about 2 weeks and chased them for an update. Of course the parcel was not found. The next step is for me to submit a claim and supporting documents. They will however only offer me £20 as I didn’t take out the extra insurance. I will not accept that as I will need to recover the full amount of the phone. What is the best course of action for this? Do I need to go through their claim process (even though I know the resolution is not satisfactory) or can I just proceed with a letter of action? I have an idea of the small claims process but any links regarding a letter of action and what needs to be included etc. would be very helpful. Any general advice would also be great. Thanks.
  2. Hi to all. I am going to try and keep this very simple and brief. I was sent a package/gift by my relative. So it was not a online purchase or any of that sort The item was delivered to my apartment complex via Royal Mail signed for service and was received by the concierge who signed for the item and made a log of my parcel and put in a delivery note via my letter box. However when I went to collect my parcel it had disappeared from a secure parcel room. I am not here blaming the concierge stealing the package all I am saying it just disappeared. I spoke to the building management and put in a formal complaint. I contacted the police also who could not do much at this point as no proof of who took the parcel. I wrote endless letters of complaint to the building management company of my apartment complex. Who ignored my complaint s and never responded. I then did a subject access request for the office log sheets containing the acceptance and delivery of my parcel even then they ignored and after my letter to management stating I will make a complaint to the ICO they sent me the documents. I then wrote to the CEO of the company and yet received no response. I had no choice other than to seek financial claim of my missing item via the small claims court. £ under 5000 claim. So The Small Claims court acknowledges my claim and gave until 1st of October for the defender the building management company to acknowledge and put in a defence to my claim. I rang the small courts/money claim centre on the 2nd of October who said they have received no information from the defendant however they are 5 days behind. i had to wait until 7th to find out if they had received any correspondence. I ring up on the 7th and yes they have not received any information. I sent in via email a request for judgment by default on 7th October, received the confirmation email, but again it takes 5 days for it to go through. The judgment by default was sent as the courts had not received any information from the defendant at this point of time. On the 8th of October I received an email from the defendants solicitor stating that there is no contractual relationship between me and the building management, and my particulars of claim are not clear, (I have been extremely clearly in my claim form) and that the claim is misconstrued and vicarious and that the concierge company is separated and are hired separately and in so many words saying it’s not them and trying to shift blame, followed by giving me 2 options, A)discontinue the claim B) agree to an an extension for the defence to allow them a extra 1 month to put in a defence C) And if I do not agree to a or B the building management company would file for a summary judgment strike out as the claim is vicarious. And giving me a 23 hour notice to respond via email only and to seek legal advice. Note I received the email on the 8th at 9pm and was given less than 24 hours to respond via email only by 3pm on the 9th of October. And the defendant will claim between £2500-£3000 In court costs and legal charges etc In a panic and surprise that having not any response up to date and all of a sudden a letter from a solicitor o sort legal advice and was told by my legal team to continue with the judgment by default. On the 14th of October I rang the court and was told the defendant on the 6th of October put in an acknowledgment of service but have until the 15th to put in the defence. So the judgment by default is not valid. But can put in another judgment by default if they don’t receive a defence. That’s the basic of what is going on. Now my question is can the defence claim legal costs via small claims? What advice and help would you suggest. What steps could you suggest I take as I am getting stressed out. Thank you and all response will be appreciated.
  3. Hi, looking for some help here as to how I can get Hermes to cough up and refund me my money after losing my parcel. On the 7th January 2019 I sold a circular saw on eBay for £150.00, because of the weight I decided a courier was the best and cheapest way to send it to the buyer. It was dropped off at my local pick up point on Friday the 9th January for next day delivery. It was over a week before the buyer got in touch to ask me what was happening with the package, I was of the understanding it should’ve been with him by now. It was saying on Hermes website the parcel was at a local depot. I sent Hermes a couple of tweets asking for someone to get in touch with me, no one ever got back to me. I finally got in touch via email where I was told my parcel has been lost. Hermes then claimed that as it was a saw it was classed as a sharp object therefore it was classed as a prohibited item, I argued that I took the blade out before I sent it (not true). They then said that despite it not having a blade it still falls under dangerous items and so they wouldn’t be refunding. I’ve since sent them 2 emails asking further questions and have had no reply. can anyone advise me where to go from here, my last email I told them if they didn’t refund my money in the next week I would be taking it to small claims court, is this the right route to go down? Or maybe there’s another method I should be taking? thanks in advance for any help and advice. kevin
  4. Hi, Here's what happened. I posted a parcel to acustomer, the parcel contained a hand made item and my customer paidme £572. I took out the maximum insurance of £300 with Hermes. They lost the parcel attheir Weybridge depot. After over a month andhours spent on the phone and writing letters and messages, they havesaid that they will only offer me the £300 plus my postage cost of£17.45 as I had agreed to their terms and conditions which limitstheir liability. This somehow doesn'tseem fair, they accepted my parcel and agreed to deliver it to mycustomer, they lost it whilst it was in their care. Surely theyshould accept that they failed to fulfill their contract with me andshould therefore compensate me fully for my loss. My question is, if Ieventually land up taking this to the small claims court, am I goingto win or do I cut my losses and accept their miserable offering? Any advice will be muchappreciated Ron
  5. 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?
  6. I used parcels2go to send a loaded guitar body, it went with hermes, the order was placed on the 6th Jan it never arrived at its destination which was no later than the 14th Jan, i paid extra for insurance and it was insured for £70, when i enquired its whereabouts some one at parcels2go said they would look into it and get back to me within two days which they didn’t, so i contacted them again, they then opened an enquiry to find out where my parcel was which they then said they would contact me by the 30th, again they didn’t do that either so i contacted them again and was told they are still waiting for contact from hermes, i get the distinct feeling i am being given the run around here, i already refunded the customer when i realised his parcel had gone missing at the hermes London depot, is there anything i can do about this or do i sit around and just wait, i think i have waited long enough myself.
  7. Hello, I have a very serious issue with Parcl2go right now. I booked a Hermes collection and delivery through Parcel2go. There were 4 parcels in total. they delivered 2 out of 4 and have now told me that the remaining 2 have been deemed lost. This has been over 8 weeks ago. When i booked the delivery, i stated the weight of the parcels as they were quite heavy, however, parcel2go deemed them as ' Light parcels ' When the 2 delivered came, the boxes were battered with my belongings spilling out of them, the delivery driver also stated that they shouldn't have been referred to the light parcel depot. - Hermes claims they have checked their depot and cant find the parcels. But i dont understand how 2 big parcels can go missing and neither the box nor the content can be found. - The contents of the parcels are expensive. they are expensive clothes, shoes, bags, accessories. - the parcel wasnt insured at the time of booking - I did pay extra to guarantee a delivery date and also for a signature on delivery - at the time of booking, i did it on my mobile phone and the website didn't let me put the full amount. For example, 1000 was declared on the parcel instead of 10,000. The worth of the lost parcels is over £30,000 . they are personal belongings I have collected over the years:( - i paid over £80 to have the items delivered. - The 4 parcels were collected on the 5th of September. 2 delivered on the 10th of September and they have said that the remaining 2 are lost. The last update on those was that they were collected on the 5th of septemeber. -Hermes claim they have searched their depot and cant find the parcels have advised i make a claim through Parcel2go I have done some research and know that the company might hide behind my not taking out insurance to try to get out of paying my full claim. However, there is clear negligence in this case as they cannot trace where my parcel i even after they have acknowledged and admitted to collecting the parcel. The 2 out of 4 parcels they did manage to deliver were destroyed and torn ( note, the boxes used were heavy duty and shouldn't get damaged if handled with reasonable care ). - Parcel2go have asked me to put in a claim with evidence of the value of the goods, however, i got he majority of the items years ago and do not have the receipts. I do however have pictures of all the items that i put in the parcels. Can i still submit my claim without receipts? This has given a severe headache. I have been depressed ever since this happened and super sad knowing that not only have they lost my belongings, they also will try to get away with not paying for my items. - What is the best thing to do now please ? Should i submit the claims with the pictures of the items , i have some receipts for some and don't for others. - if they do come an reject the claim or dont pay the worth of the items declared, what should be my next step? As these are highly valuable items and a high claim, is it best to get a lawyer? What sort of lawyer should i be looking for ? I am prepared to go to court if that is what it takes. I would really appreciate your help and guidance. Kind regards
  8. Hi All, I purchased Parcel Force 24 hour service for a package to be collected from me on the 21st December for delivery on 24th. It was a bottle of whiskey, inside a gift box, plus three bottles of wine, each separately bubble wrapped. They were then placed in an amazon shipping box with a layer of thick bubble wrap on top and bottom and some shipping paper filling any gaps to restrict movement and sealed with brown packaging tape. On Monday 24th the items were not marked as out for deliver - despite being marked as having arrived at the depot at 2am on the Saturday. I called on Monday afternoon to be told they didn't know why it wasn't out for delivery but would contact the depot to see if someone could go and collect it and would call me back. No one called back. On Thursday 27th I then called again and got transferred to the depot and told by the depot that they could not find the package. They asked for a description and the contents and would call me back. A couple of hours later with no call back I then called again and got told they were looking for it. My parents, who the package was being shipped to, then went to the depot to see if they could collect it. They were handed a box that looks like a box that reems of paper comes in. the box had no bubble wrap and inside was three bottles of wine, still in the sealed gift bags, but no bottle of whisky. When they sent me pictures of what they received I was surprised that it was a completely different box to what I shipped it in. On the 28th I submitted a claim for missing items and had a lengthy conversation with their online chat. Was told they would investigate it and within three hours of the conversation the claim was rejected and marked as "insufficient packaging" No mentioned of the fact it had been repackaged with an item missing and no mention of the multiple phone calls while they supposedly looked for my package only to suddenly find it when my folks showed up at their door? All seemed very suspicious to me and the claim I had not packaged it well enough is complete rubbish. Anyone any idea where I stand on with this? they have already rejected my claim and there doesn't seem to be any way to appeal what appears, to me at least, that someone opened my package and nicked bottle of whiskey out of it and then hurriedly repacked the stuff they didn't want in whatever box they had lying around the office. Thanks for any advice from anyone with some experience with Parcel Force!
  9. Hi, Wifes parents recently moved house and a parcel was sent to them but the wrong house number, £50+ food hamper tracked by my hermes. it was signed for on the on the 20th but didn't find out till 2 days ago it was sent to the wrong house. He's been round to the house and they have denied all knowledge of having it. Just wondering where we stand legally on this as the parcel wasn't in the persons name who signed for it. is it a case of tuff luck or can the police be contacted for theft?
  10. Hermes Courier broke window stay shoving a parcel through my porch window. The parcel wasnt for me but of 6 doors up and they didnt try delivering there or ringing my doorbell. Made a complaint and that is where it all went wrong. they mixed my name up with the intended recipient of the parcel. The manager who I spoke to and agreed that I would get a mate to replace the catch and he would send something nice as a gesture of goodwill. Well it didnt arrive and after a total of 12 more calls it turns out that the idiot didnt know what gesture of goodwill meant and so didnt do anything about it. No wonder he showed a lack of imagination when I asked him to think of something appropriate for the circumstance as people usually send flowers or chocolates. When i get the notes read back to me he had noted that as I hadnt sent them an invoice number for the flowers to he couldnt pay for it and left it at that. The customer services team cant read the complaints teams notes and vice versa so they have to email each other, the managers dont return calls in the promised time and make their junior staff appear to be incompetent at best and liars at worst and no-one would take control of the mess even the company chief exec denying he was the complaints dept overall boss but wouldnt say who was actually between him and them for "Data Protection". Just the job title would have done but not just the word "manager" as that could be anyone or no-one. They refused to send out stuff under a SAR as I wouldnt supply them with an email address ( they actually had it and I told them to stop being lazy and look at the notes but of course it was a different department that had that info). They said they dont send things in the post - THEY ARE A POSTAL SERVICE how the hell do they think they deliver all of the other stuff broken by them, by teleporting it? If they have any sense they would order a nice bottle of wine from Ocado and let them deliver it as they can manage to dispatch an order the same day (Hermes originally said it would take at least 3 days to deliver my GOGW as they are not a next day service and had seemingly never heard of Tesco online or Ocado) and not lose it or break it. We will see what the end of the day brings as They will be using RM to deliver their AOS to the County Court should I decide enough is enough. Truly they are the worst company to deal with I have come across as far as CS goesn and TalkTalk try to hold on to that crown with some pretty bad teams in the Phillipines and SA to navigate where Hermes all live in the same building in Leeds. Only posting this becasue they have hidden under a stone on Facebook and their livechat has gone dumb as well. Funny coincidence?
  11. Hi, hoping someone can help. I ordered a VR headset from Game for home delivery. They use Yodel so a few days later I received the usual notification that someone was on route. I apparently missed the delivery (and the next 2) even though I was home. I didn't receive a card through the letter box on any occasion but just email notification. After the 3rd attempt I went to collect the parcel at the depot. When I arrived home and opened the box, it was a cheese set! Totally random and obviously not from Game. Because I had my poorly baby with me, I didn't really look over the box but now I see it looks like someone could have taken the label off the original package and stuck it in this (there is a lot of brown tape!) I'm not sure what to do now, the headset was really expensive for me and is a Xmas gift for my autistic son. Think I will take the parcel into my closest Game store but I'm not sure what my rights are, will they say it is my fault for not checking when I collected from Yodel. Thank you in advance
  12. I ordered a car part from a company called Autodoc.co.uk The part was posted on the 19th of September and was due to be delivered on the 24th of September. As I was going to be out at work I arranged to have the parcel delivered to a local parcel shop so I could collect it later. I used the DPD app on my phone to do this. On the morning of 24th of September I received a notification on my phone from the DPD app that stated I had changed my delivery date to the 30th of September. I used the live chat on the app to ask why this had changed and I was told that a shift manager at the local depot had changed it and that I would get a call back within the hour. I never received a call back. When I got home I telephoned DPD using the app on my phone and was told again I would receive a call back. Again this never happened. I called them back again and explained that I needed the parcel urgently as it was a part for my car. The rep on the phone said he would make sure that my parcel would be delivered the following day to the parcel shop as requested. The next morning I received a notification from the DPD app stating that they could not deliver to the parcel shop as the parcel was oversized. I used the app to rearrange delivery to a friends address for the following day. When I got home DPD had left a card stating they had tried to deliver to my house. This was left 10 minutes before I arrived home. On the morning of Wednesday the 26th of September I contacted DPD on the live chat on the app to ask if they would be able to give me a delivery time. They were unable to do this. My friend waited all day and no parcel arrived. I contacted DPD using the live chat and they then said that it may have been lost. The next morning I telephoned DPD using the app and they admitted that they lost the parcel. I asked them to send me an email confirming this which they did. I have also been in contact with the sender Autodoc who turn out to be based in Germany. They refused to believe that the parcel was lost, even though I forwarded the email from DPD, they told me I had to got to the local depot to collect it. I contacted the bank as Autodoc refused to refund me, Visa have refunded me but told me that Autodoc can refute my claim. Autodoc are being extremely difficult and are telling me to contact DPD, on the other hand DPD are referring me back to Autodoc. In the meantime I have had to order the part from another company who delivered it the following day. My car was off the road longer due to Autodoc and DPD. I would like compensation for the delay. Can anyone give me any help on what I can do?
  13. Hi everyone I use a courier company, i will call "TPC", who in turn use DPD. I have to say on the whole the past few years has been event free but a few months ago we sent a 3D printer to someone to use and it was smashed up really badly. The recipient took photos and has emailed us stating the damage was beyond dropping in his view and we have loads of photos of the box damaged etc. I reported the issue immediately and TPC were originally very sympathetic etc. I have to say I was shocked at the damage, you would have had to try really hard to do what they did. As the client needed to get printing urgently, I resent a new identical printer out, only this time this one had a glass build plate, so about 30x20, super tough, heat resistant glass plate that the plastic is printed onto. This was in fact a bespoke upgrade I did to this one but the plastic plate was also sent. This printer was also sent insured fully. This 2nd delivery went horribly wrong yet again, with a tonne of damage done. We sent both printers in the original boxes, designed for transporting them. They are thick boxes, with the original polystyrene inserts. Loads of space etc. we also used an outer box with more packaging to be safe. The packaging has never been challenged, in fact DPD stated that it was fine. long story short. I know DPD have accepted both claims (although irrelevant as the contract was with the 3rd party we use, TPC). I am still waiting for any decision, I have emailed multiple times and so we logged a small claims track. Unfortunately the printers are no longer made, so I have asked for the replacement cost of the latest available model for both printers. The defence is that they will not pay as there was glass in the box (even though only the 2nd item had glass in it) There is no consideration about the first delivery that had no glass in it at all. I have sent the court questionnaire off, have stated I am willing to mediate and I am waiting. No solicitors seem to be involved at this point, certainly no legal sounding stuff has come back from the defendant at this point. Just want some help and advice really. I have basically lost a part of my little business due to these printers being damaged beyond repair. Questions: 1. I have no doubt that I will get the compensation for the 1st Printer as there was no glass and it was clearly in breach of the Sale of goods and services act 1982, (reasonable care and skill clause). however What about where there is a piece of glass in an item? I have never actually claimed for this extra add on, I feel that if they had delivered properly in the first place I would not have had to send the 2nd printer out and also the glass did not cause the damage, it was just "also" damaged, but again I am not claiming for this. 2. I would normally claim for the cost of the item if damaged. However in the case of the model being superseded and no longer being available. Is it OK to claim a little more for the latest available model? I have averaged the price from 5 retailers and would genuinely be buying these to simply replace my lost printers. In my defence it is a real pain in terms of retraining and new software to learn a new machine. Any help would be appreciated on the best course of action and of course I will post everything up here so others can learn from my mistakes and hopefully successes!! I am about to go through mediation, but can't find much on the process here. Has anyone gone through this process as a claimant and is there any advice anyone can give. I have been told by the CAB that it's a chance to "negotiate" but Ii'm not sure if negotiation is what I want to do, i'd really like the defendant to try and see the light. Also can the defendant deny wanting to use mediation? Any help appreciated.
  14. Good morning, Booked via Parcel2go, Hermes lost a parcel I sent to Europe worth £150 - I did not buy additional insurance for this parcel because as far as I am concerned, it is within their duty of care to ensure the basic and functional delivery of an item within the £12 of postage I paid. Nonetheless, I sent P2G a Letter Before Action 2 days ago, to which they offered the standard response pointing me to their T&Cs: "The Limitation on the Amount of our Liability 6.7 If we are liable to you for any reason, we shall (subject always to clause 7) only be liable to refund to you the cost paid for the Service(s), unless you have purchased compensation cover for your Consignment from us." They refunded me the cost of postage as a "goodwill gesture". I have no intention of accepting this, and so I wanted to confirm that I should now submit the claim I prepared via the Moneyclaim wesbite? Any advice would be greatly appreciated, thank you.
  15. Hi all, First time posting here but really need some advice. I'm a small business and use DPD regularly for shopping within the UK. I dispatched an order to the EU on DPD classic which has been subsequently lost on transit (also dpd staff have mentioned it being stolen - but nothing has been done about this). A search was conducted and nothing found so they've closed it today and offered £8.78 in liability. The value of the item was declared as £2000 on the customs form so was taken aback with their offer. The t&cs for this specific shipping option states anything lost and damaged within transit would be covered by the supplier with the maximum value being the amount on the declaration so I expected to be reimbursed in full or as close to as possible. My customer is expecting a full refund for all costs which is higher than the declaration so at present I'm likely out of pocket by a vast sum of money. DPD have stated they've closed the case and will offer their liability but no further. I would like to appeal this decision due to their mis leading t&cs. Does anyone have any suggestions or advice on what's the best way to go around this? Thanks in advance,
  16. Hi All, At the start of June I ordered some tools from an online seller (Uni-Thread LTD) which were shipped via Royal Mail with an un-recorded next day service. After about 3 weeks* I called the seller to find out what had happened and after some investigation RM tracking said the parcel had been delivered - no signature or any further details. *The reason for the 3 week delay is I didn't get a confirmation email or invoice from the seller, so assumed there had been some error and it had failed to go through. It's only when looking back through my accounts that I saw the money had actually left my account. I've searched all my neighbours who would normally take in parcels and found nothing. The seller is offering a 25% discount if I order again, which I do *sort of* appreciate but am still unhappy about having to pay for these parts twice. What are my rights in this instance? I should mention this was a purchase for tools that my business made, not a personal purchase.
  17. Hello, I despatched a parcel to Germany via DHL through Parcelbroker. The customer contacted me roughly 3 weeks after despatch to say the parcel had not turned up. I contacted DHL who took about another 10 days to try to trace the parcel and confirmed it was missing. I then put in a claim to Parcelbroker who have rejected the claim because it was after 12 days from collection. I insured the parcel for sale price. This seems quite unfair that they can do this as it takes time to deliver abroad and even longer to try and trace it. Is there anything I can do about this?
  18. Hi, I have gone through some of the numerous threads on missing parcels sent via Hermes. My question is, who is legally liable if a parcel, returned FOC via Hermes as per the sellers return policy is lost? The seller won't issue a refund until they receive the parcel. Thank you.
  19. I sent 6 parcels, 5 arrived and one was missing. I went through several PM messages. They sent me after 30 days a comfirmation that the bag was lost and they would give me 34 pounds back . This does not cover even the bag price! i had at least 500 pounds in clothes more another 500 in medication . Well, the whole thing was worthed around 1,500 pounds. I did not take extra insurance ( it was the 1st time i was using a service like this, and the last one too). As they say in the small print they are not responsable for anything and DPD does not respond to my issue as its customer is Parcel Monkey and not me. I already sent a formal complain almost a month ago when i try to do an online mediation ( which was not possible as parcel monkey does not have a direct email). I came here to ask the opnion if i should enter in the small claim court not for the refund of my goods but for the lack of service performed and the lack of support and care of DPD and PArcel Monkey. Would any one be able to advise me ? If yes,what would be the fair amount for this claim. I am 2 months without my clothes and medicies Thanks
  20. Hi, I sent a parcel via MyHermes containing an Electric Guitar, MyHermes knew this was a guitar as I informed them of the contents and value before posting, I dropped it off at the parcelshop and the last I ever heard of the parcel was it was scanned into my local depot, I involved the police who said they couldn't do anything due to lack of evidence, but have suggested it's highly likely to have been stolen, but due to the item been on the excluded items list, they said I won't be able to get any compensation for a £500 item, I've filed a court case and went through mediation with MyHermes who offered me a sum below £150, I politely declined the offer and said I'd rather carry on with the court proceedings, they also said to the mediation person that they're confident I don't have a leg to stand on in court and are happy to defend, I want to know if this is the case? will I lose in court? surely they have to have broken some form of contract? they just keep blaming me for sending the item I don't know whether to contact MyHermes and see if they'll let me accept the offer if this is the case that it's highly likely I'll lose the court case, Thanks
  21. At the beginning of February I went to Grand Canaria for a winter break . The problem was I forgot one of my prescription medications. My son immediately packed the missing medication ( a control for high blood pressure ) in a jiffy bag and went to local post office and asked for quickest method to get the package to me , telling the clerk exactly what was in the package . The Post Office counter clerk suggested Parcel Force Global Express for the sum of £47 ( for a small jiffy bag ! ) He duly filled in the dispatch form clearly marking it “medication “ The package was accepted , and the clerk said the package should arrive in 48 hrs ( posted on Monday , arriving Wednesday morning ) At no time was any mention made of possible delays due to customs etc . Following tracking ,I saw the package arrive at the “clearance depot “ Wednesday morning , and there it sat , until it was eventually delivered to the hotel the following Monday , whilst I might add still showing in transit ,even when we arrived home a week later , it was still in transit ! though I had possession of the package As you might expect we submitted a claim for refund , and as you might expect it was refused . Citing , A/ Medication excluded B/ not their fault , customs delay The only time medication is mentioned in exclusions , is under perishable goods , the medication has a shelf life of over 2 years . I repeat , no mention was made of any possible delay due to customs and content of package Simply , do I send a LBA , giving them ie Parcel Force AND their agent the Post Office 14 days to cough up , or without further reference to them , go to small claims procedure ?
  22. Please offer me some advice if any body has any experience or expertise. My problem is that I bought a chandelier from Chinese seller on ebay on 4/12/17. I received message soon after I would receive parcel between 4-11 January 18 but was not given any tracking number. Parcel did not arrive by 11th January. I assumed because of new year there would be delivery delays. By 20th still no parcel. On 21/1/18 I raised an issue with the seller. He sent me a message that supposedly Parcel Force had attempted to deliver four times, the last time being on 20/1/18. There was no delivery note ever. On 22/1/18 i contacted Parcel Force by phone and they told me there was no evidence of any delivery attempt to my post code. However seller insisted, and supplied a tracking number which effectively showed one attempted delivery before parcel being sent back to china. At that stage seller wanted to refund my money £167 ( minus postage fee £57). I did not agree intially and raised a complaint at ebay resolution centre. After many emails between me and Ebay, the latter stuck to their guns that the seller had supposedly kept to their part of the baragin and therefore Ebay could not compel the seller to refund anything at all. That effectively meant the seller gets to keep their chandelier which they confirmed that they received back and the whole of my money. Ebay finds this 'reasonable' apparently. Since then I have contacted seller again to accept their intiall offer of some refund but now they are ignsoring my emails. I am disgusted by Ebay. Kindly help me recover my money. Abdel
  23. Hi All, I'm here for some advice, I recently purchased a bike frame from eBay and arranged for a courier to collect it, as it was a collection only item. The parcel arrived on the specified date but the frame has suffered irreparable damage and is unusable. The frame is no longer available so is not easily replaced without significant additional financial outlay on my part. I purchased insurance cover and have been offered the following two settlement options: 1.) Approx. 70% of the purchase price and I keep the frame, or 2.) 100% of the purchase price and I hand the frame over to them. I understand that under the CRA 2015 I'm entitled to a price reduction and can claim for consequential losses, as the service was not carried out with reasonable care so I've counter-offered: - full refund of the cost of the service paid for plus the additional insurance (£39.98 total) - 100% of the purchase price, and - I retain the frame They've responded stating that the settlement offers above are all that is on the table and they will not consider refunding the cost of the service because: "We did in fact collect the item on the day you specified and then delivered the following day as per our agreement. So in this case we cannot refund the courier costs as we have fulfilled the contract agreed." However, they clearly did not carry out that service with reasonable care. My queries are: 1.) Are their settlement offers reasonable? 2.) Is my counter-offer reasonable? 3.) How should I proceed? Thanks in advance. Dan
  24. Hi there CAG Community. I recently bought a new (ex demo) cooker from a retailer in Birmingham at a fantastic price (£200 quid less than standard retail), the retailer does not deliver to Cardiff, so they said i would need to arrange my own collection & delivery. I found Parcel Hero on the tinterweb & after inputting all the details (including a full product description) they came back with a price of £49 for a next day delivery. Unbeknownst to me at the time, cookers are on their prohibited list. The following day they collected the shipment (via TNT) who then took it to their nearest hub (Llantrisant, nr Cardiff) to be readied for delivery to me. I took a phone call the next morning from the retailer, who said that TNT had called them (why?) to say that the parcel had been damaged, I called TNT & they confirmed that they had smashed both the oven & top oven doors & the cooker would not be put out for delivery until they had been given instruction from Parcel Hero. I called Parcel Hero to say that a broken cooker was no good to me so could I send it back to the retailer in Birmingham whilst they sorted the damage. It was at this point that they said that cookers were on their prohibited list & as such they (nor TNT) were liable for any damage.....So as it stands, I have no cooker (its back with the retailer) & am £400 quid out of pocket. I have photos of the cooker before shipping & after showing the damage along with copies of online chats & email correspondence I have had with Parcel Hero I wanted to know, 1: Do I have a case for claiming a refund for the damage based on the fact that the item was clearly labelled as as a cooker, both with my initial on line enquiry & with stickers on the packaging 2: Should i just write off the £400 quid & put it down to my own stupidity (cheap is never good folks!) 3: What should i do with the remains of my cooker? 4: Anyone else had similar issues with Parcel Zero & what was the outcome? Thank you in advance for taking a look at this. Tred.
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