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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.
       
        • Thanks
      • 3 replies
    • 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!
        • Thanks
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British Gas - driving me mad** (Concluded) **


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Guys.

I would be VERY grateful if anyone can help me to get this ncompany to actual address my complaints.

I am very unwell at the moment (putting it mildly) and this business is just making me scream with frustation.

 

 

Here we go:

 

In November 2015 I moved to my new home.

On searching online, British gas offered the best dual fuel package at the time (Collective fix November 2016) which I signed up for with payment by direct debit.

 

 

I supplied them with the meter readings that we took the moment we opened the door to the property and by pure luck, the meter reader from Eon knocked on the door literally moments after we got inside, so we had him check the meter readings too as it was at that point supplied by Eon.

 

In December we had and paid the final bill to Eon.

 

The meters are both smart meters which happen to have been supplied by British Gas and thus British Gas could get the readings at any time they wanted.

 

We received a first bill in February that had the wrong readings.

I rang them and they apologized, taking the same correct readings I had given them in November and said they would send another bill. They duly did and it was wrong again.

 

 

Same process and they sent a third which was wrong yet again.

They kept using the gas reading for the electricity and vice versa.

They finally got it right on the forth bill in April and compensated me by £100.

 

From April (when they finally got the readings correct) to October they took not a single payment at all.

They did not send me any bill by post, email or on the online account which I checked regularly.

 

In September I noted the readings and the accumilated costs online, at which point it said next bill due in October.

I waited for October and on 6th I looked again to see the bill was due on January 4th 2017!

This would have been a year after the last bill and 2 months after the contract expired.

I am one of those people that WILL shop around for the best deal each year.

 

Noting what the accumilated balance was I paid there and then by card online and I rang BG to complain about the lack of billing.

 

They then generated a bill on 7 October (the day after I paid and complained).

I had by now started looking for my next supplier and as I had just paid and would be leaving BG by 30 November chose not to pay a one day bill but to allow that to accumilate to the final bill.

 

I raised a written complaint with British Gas asking them why they had not builled me or taken any payments since February.

In their first reply a week later I was told that they did bill me on 7 October.

You get the picture and where this is heading.

 

Long and short is that their complaint handler has so far taken an everage of 9 days to reply and when he does it is always a generic reply telling me he will contact me by (date) and then repeats that a week or so later again and again.

 

Meantime I received an email form a company I had never heard of asking me to complete a survey about British Gas.

I did not, but contacted British Gas to raise a further complaint about them passing my private details to a thrid party without my permission.

 

In a nutshell, British Gas has failed to address ANY of my complaints and have today sent me a stroppy demand for their final bill in which they threaten to add £18 if they choose to pass the buill to debt collectors.

 

I am FURIOUS.

I feel that until they address my complaints I should not pay anything.

The bill does not adjust for direct debit rates, so is incorect as was the amount I paid already in October.

 

Can someone please help me with this.

It is a matter of principal that they have not provided the service they were contracted to do when I signed up and have also breached the Data Protect Act as far as I am concerned.

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I'm having a little difficulty untangling the story. Although I understand the sequence of events, I don't eventually understand the state of play as it is now – meaning who owes who and how much.

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Sorry for the confusion.

 

Original February 2016 bill paid once BG credited the account with £100 compensation. All owed between then and 6 October paid on 6 October by me without demand or bill simply based on what was shown as the running balance online, so zero balance at that point. New bill created following day (immediately after I complained) for £10 not paid as I intended to pay whatever was owed on leaving BG in November. BG calculate that bill (including that £10 bill) to £93.56 and that is what is outstanding according to them.

 

Problem is that the contract was set up for direct debit payment (as that is cheaper for them and easier for the consumer) and with their own smart meters this made sense. BUT they never took a single payment nor billed me until I paid them on 6 October and complained. The final bill is wrong as it was calculated for someone who pays on demand by cash/cheque rather than the cheaper direct debit rate. It also does not allow for any compensation they may offer for the mess they created.

 

The fact that I have had no actual explanation or apology from BG, just a series of generic emails every week or so in which I am told they will respond by XYZ date, then another on that date means that BG have not yet addressed my original complaints at all. Including handing my private details to a thrid party.

Edited by GordonBenefit
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Here is an interesting development. I am just looking at the original bill from February, that was updated several times before they finally got it right (as far as original readings are concerned). On the first page, on the right, it tells me that I could save £29.92 on gas and £29.42 on electricity if I switch to Collective Fix November 2016.

 

Problem is that I was on that exact tarrif! It does stress that payments would need to be by direct debit, and here we are again back at the direct debit scenario. But proof that I have paid more than I should because they did not take payment by direct debit even though it was set up with the bank.

Edited by GordonBenefit
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UPDATE:

 

After a lengthy call with British Gas, armed with the above newly mentioned overcharging information etc, they have written off the bill.

 

Lesson for anyone else: Just because they are big and will TELL you they are right, if you are right - never back down.

 

Case closed.

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