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    • Hello everyone! I have just stumbled upon this website and read through some of the topics. Unfortunately the thing that I was incredibly scared of happened: Hermes lost my package. I would like to ask you guys to help me. I have never been in this situation and I am really not sure what to do. So I wanted to return a laptop I bought on Amazon (worth £2000) using Hermes. As Amazon couldn't create a drop off label for the item they advised me to send the item back myself, after which they would issue the refund to me. (Also there was no option for them to print a hermes return label, which is weird). I dropped the item off at one of Hermes' drop off locations (ParcelShop) on the 2nd of October around 13:00. I have waited more than three weeks now and the tracking still hasn't been updated. It is stuck at "We've collected your parcel from the drop off point and it's on its way" - 3rd Oct 13:02. I have contacted Hermes regarding this issue and I got the following reply:  Thanks for getting in touch with us about parcel number ###. We're so are sorry that despite an extensive investigation, we haven't been able locate your parcel. We appreciate that this is not the outcome you were hoping for, however, we do offer cover to assist in this situation and we will happily support you through the process of making a claim. During our claims process, if your parcel is located, we will endeavour to deliver this to your recipient as quickly as possible. Our aim is always to complete all claims within 14 working days of receipt. https://support.myhermes.co.uk/app/ask Should you wish to submit your claim, please complete the following online form: https://support.myhermes.co...... Please note if you choose to refund your customer before this claim is finalised then you must do so at your own risk. If the parcel is located it will be delivered to the intended recipient and the claim will be closed Now I have submitted a claim but the maximum value that I can claim for was 999 (half of the original value) and also I didn't buy any insurance (because it tops out at 300 only...) so I am sure I am not eligible for a compensation (plus laptops are on the non-compensation list). So I am thinking about suing them for negligence and I would very much appreciate if someone could help me with this. Do you think I have a right for a full refund? After all they lost something that was mine. I feel like there must be a way to make them liable for this. Another question: amazon doesn't really want to help me, they tell me that it is Hermes's fault and they can't help me with the refund unless they get the laptop. I was told that if THEY issued the Hermes return label, they would have been able to refund me. But in this case I organized the return so they can't help me. But I am not sure if they realize that it was THEIR customer services assistant who told me to send the laptop by a choice of my courier (there were only two shipping methods for the return: me organising the whole shipping part myself or hermes home-pickup. First I opted for the latter but after waiting 5 days for them to collect it I contacted amazon where they told me they would cancel the refund process and I should send it by myself). Please help me guys, I am torn, I feel like my hands are completely tied here. Thanks for any help!  
    • If thats your driver, you must be bloody furious at the utter cobblers (referred) spun in the leave campaign then.  
    • This was my first (and last!) experience using Hermes to deliver a parcel. I learnt the hard way...    I posted a valuable item (my precious & perfect guitar) with Hermes that was delivered damaged. I paid for insurance and after an absolute nightmare getting in touch with them, then waiting 28 days, they said it is not covered.   However the recipient stated there is signs of rough handling to the package, therefore Hermes are still at fault. When I responded with this to them they replied:   ..."I assure you that any damage is not a lack of care from our couriers; they take great care of all our parcels in transit. Any damage done to parcels within our delivery process will have occurred whilst being sorted by the automated, heavy machinery within one of our large depots."   Surely this does not absolve them of liability?!   I sold my guitar on ebay for £265 and have had to refund this plus the £20 postage I paid in good faith that my guitar would reach the buyer intact.   I now am out of pocket and with my once pristine guitar damaged.   I am heartbroken about it, plus the stress it's caused, was only even selling due to being a new mum and not currently working, I could cry (well I have several times). Anyway was just looking for any advice re: attempting to take further cheers.
    • Pleased we can at least agree on that.  
    • I will await the final confirmation tomorrow I also attach the Draft Order, please can these be checked Andyorch and BankFodder before I submit these online tomorrow I of course will amend the details to add the names etc before I send this. In the Leicester county court Claim No. ... Before District Judge ……… Dated 23//10 20… Claimant/s Mrs XXXXXXX   and Defendant Goosedale Draft Order     IT IS ORDERED THAT: 1. . Pursuant to CPR 19.4.1 and CPR 19.2.2 (a) it is requested that a second claimant Mrs xxxxxx be added to this claim. It is desirable to add the new party so that the court can resolve all the matters in dispute in the proceedings. 2. The proposed amended particulars of claim be reserved Pursuant to Practice Direction 19 ( 2.1 ) ###### End of Order ######     Amended Particulars of claim for N1.   The claimant and second claimant joinder seek reimbursement of £7700 paid to the defendant on XXX date 2019 in respect of a frustrated contract for a wedding venue booked for the XX date 2020 and which was cancelled by the defendant as a result of implementing government restrictions in respect of Covid 19 Legislation.The principle claimant makes this claim pursuant to Contracts (Rights of Third Parties) Act 1999. The defendant has refused to refund the contract price. The claimant seeks £7700 plus interest plus costs.     N244_web_0818 COMPE.pdf
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    • Hermes lost parcel.. Read more at https://www.consumeractiongroup.co.uk/topic/422615-hermes-lost-parcel/
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    • I came across this discussion recently and just wanted to give my experience of A Shade Greener that may help others regarding their boiler finance agreement.
      We had a 10yr  finance contract for a boiler fitted July 2015.
      After a summer of discontent with ASG I discovered that if you have paid HALF the agreement or more you can legally return the boiler to them at no cost to yourself. I've just returned mine the feeling is liberating.
      It all started mid summer during lockdown when they refused to service our boiler because we didn't have a loft ladder or flooring installed despite the fact AS installed the boiler. and had previosuly serviced it without issue for 4yrs. After consulting with an independent installer I was informed that if this was the case then ASG had breached building regulations,  this was duly reported to Gas Safe to investigate and even then ASG refused to accept blame and repeatedly said it was my problem. Anyway Gas Safe found them in breach of building regs and a compromise was reached.
      A month later and ASG attended to service our boiler but in the process left the boiler unusuable as it kept losing pressure not to mention they had damaged the filling loop in the process which they said was my responsibilty not theres and would charge me to repair, so generous of them! Soon after reporting the fault I got a letter stating it was time we arranged a powerflush on our heating system which they make you do after 5 years even though there's nothing in the contract that states this. Coincidence?
      After a few heated exchanges with ASG (pardon the pun) I decided to pull the plug and cancel our agreement.
      The boiler was removed and replaced by a reputable installer,  and the old boiler was returned to ASG thus ending our contract with them. What's mad is I saved in excess of £1000 in the long run and got a new boiler with a brand new 12yr warranty. 
      You only have to look at TrustPilot to get an idea of what this company is like.
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    • Dazza a few months ago I discovered a good friend of mine who had ten debts with cards and catalogues which he was slavishly paying off at detriment to his own family quality of life, and I mean hardship, not just absence of second holidays or flat screen TV's.
      I wrote to all his creditors asking for supporting documents and not one could provide any material that would allow them to enforce the debt.
      As a result he stopped paying and they have been unable to do anything, one even admitted it was unenforceable.
      If circumstances have got to the point where you are finding it unmanageable you must ask yourself why you feel the need to pay.  I guarantee you that these companies have built bad debt into their business model and no one over there is losing any sleep over your debt to them!  They will see you as a victim and cash cow and they will be reluctant to discuss final offers, only ways to keep you paying with threats of court action or seizing your assets if you have any.
      They are not your friends and you owe them no loyalty or moral duty, that must remain only for yourself and your family.
      If it was me I would send them all a CCA request.   I would bet that not one will provide the correct response and you can quite legally stop paying them until such time as they do provide a response.   Even when they do you should check back here as they mostly send dodgy photo copies or generic rubbish that has no connection with your supposed debt.
      The money you are paying them should, as far as you are able, be put to a savings account for yourself and as a means of paying of one of these fleecers should they ever manage to get to to the point of a successful court judgement.  After six years they will not be able to start court action and that money will then become yours.
      They will of course pursue you for the funds and pass your file around various departments of their business and out to third parties.
      Your response is that you should treat it as a hobby.  I have numerous files of correspondence each faithfully organised showing the various letters from different DCA;s , solicitors etc with a mix of threats, inducements and offers.   It is like my stamp collection and I show it to anyone who is interested!
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Hire Agreement regulated by the consumer Credit Act 1974

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Hello, I am hoping someone can give me some firm advice.


My husband bought a van from vans direct 2 and a half years ago. Payments have been made on time every month.


I changed back account last month and called -Network vehicals (finance company)to ammend their direct debit records. We recived a call a couple of days later from a leasing company saying we have been fraudulent as the van was personal with my husbands name only and the direct debit came from our buisness account. Thus we must sign a new agreement with a lease company.


The agreement is a 'hire agreement regulated by the consumer credit act 1974'.

We were sold it as buying.

We understand that the contract was signed ( although we have no signed copy) and we may have been missold. The company which did this are vans direct which have since dissolved and reset back up. So as we see it there is little we can do with regards to the misselling.


Our main concern is the aggressive way they are pushing us to sign a new contract headed 'Finance Lease Vehicle Order Form ' ( not covered by cca 1974 )


We feel very uneasy about the whole thing. We do not want to finance lease a van. if we are doing so now it is through being miss led.


I have spoken to my accountant who says as we set up the direct debit through vans direct we were bona fide in doing si. We have to simply change the direct debit into a personal account - Done.


This has left a bitter taste

We have heard we can hand the van back as we have paid 35 of the 25 payments - It is in good shape and up to date with services and full mot.


Is this the case?


I know with Hire purchase you can

Lease you cant

But a personal Hire agreement covered by cca 1974 i cant find a firm answer.


The agreement does not list APR or total amounts payable.

It is also the incorrect model although reg. is correct.


My question is can we volentary hand back the van?


many thanks for anyone who can shed some light!

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No, I have sent a letter today asking if they can send me a copy of agreement 'with signature' under the civil procedure rules.


My hubby will have signed it. Weather they still have a copy is another matter.


We also have no problem with the van , we just feel conned. If we can chuck it all back at them and walk away it will balance things out.

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Yes definately send them a CCA request. If they don't have the contact it's game over, you keep the van and you owe them nothing!

Fingers crossed, just wait for the response.

Someone on here will be able to explain time restrictions for them to respond to the request etc.

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Please do not sign a new agreement untill you have a coy of the old


this smells that they know the agreement is dodgy and by signing a new agreement, will cancel out the first


if they cant produce the agreement within 14 days, the account goes into dispute


send the cca request by recorded delivery

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Thank you. I have put in my letter that I would ask for a response by 21st October. I got the letter template on this site ( great site by the way) .


I am more concerned if I can do a volentary hand back?


Don't think I have the guts to not to pay and keep the van!


We feel conned and need to walk away with a clear concience . Old fashioned I know!


Thank you for your help

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Many thanks


I do have a copy of the agreement ( but not the signed one)- There is no termination figure on it.

and also no total borrowed figure. or APR. Or date!


That is why i sent the request for a signed one.


It states

One advanced rental of £985.31 payable on or before the date of this agreement followed by 59 monthly rentals of £328 inc vat the first payable 1 month after the commencement date and the rest at consecutive monthly intervals after that followed by a final rental of £2687.23 inc vat payable on the date the minimum period of hire expires.

A documentation fee of £88.13 inc vat is payable with the advance rental.


a rental of £437.93 is payable annually in advance for each year or part year of the secondary term commencing when the minimum term expires.


We did question this with vans direct and they told us that the van we bought and the anticipated milage ( which is correct) would be worth much more that the final payment. So pay it off then sell the van for a £1.00 to avoid secondary term then resell it, Then use that amount for a deposit on a new one. They told us alot of the terms used were just lingo!! - Our fault, we know.


The 'new leasing company have told us we cant even sell the van and pay agreement off. We know this has to be rubbish so we have also asked for an early termination figure along with signed agreement.


There is a paragraph on additional amounts payable if we breach the agreement, we are not intending to breach, just bring to an early finish one way or another, so this does not apply.


many thanks again


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