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Hoxton

Parcel2go / Hermes lost parcel. Small claims procedure

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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.

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You absolutely won't need to go through their claim process but you will need to send a letter of claim – as you seem to realise.

 

I think it would be reasonable to send them an initial letter. How long do they want to go through their ordinary claim process?

 

You haven't told us the value of the phone

 

Incidentally, I hope you realise that your claim will be against Parcel2Go


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The value of the phone is £585. This was entered when I made the order as well as the contents of the package. I have all the required documentation to verify the value.

 

The email from P2G says the following:

 

Regarding compensation

 

Our records show that you only took out protection on your parcel for part of the full value. That means that in the event that your claim is successful, you’ll get compensated for only the amount you were covered for.

 

What happens next?

 

To help us progress your claim as quickly as possible, you’ll need to upload supporting documents.

 

View your case to submit the required information.

 

Deadline to submit documents: 14/03/2019

 

I'd rather not go through their process only for them to tell me that they're willing to offer me £20.

 

So, letter of claim with 14 day deadline?

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Incidentally, I hope you realise that your claim will be against Parcel2Go

 

Yeah I understand that.

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Yes, in that case - LBA


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Posted (edited)

Hi,

 

A Quick update.

 

I sent my LBA on 18/03/19. I then had a response to my letter via email on 20/03/19. The email simply stated that as I did not opt to buy the extra cover to protect against damage or loss; P2G would only be willing to reimburse me the £25 standard cover and cost of postage (referencing their T&C's).

 

They also stated this was their final communication on the matter. They have re-opened my claim and invited me to provide documentation to evidence the value of my parcel. This is pointless as they will only refund £25 + postage.

 

Next steps..

 

I have already registered on the Money Claim site and have my claim ready to go. Some questions:

 

1. Do I need to respond to their email and reject their offer?

2. Do I still wait until the 14 days are up before issuing the claim or do can I do this now?

 

Any advice will be appreciated.

 

 

Edited by Hoxton

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Claim submitted today. I will await their response.

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Good luck Hoxton, I have an outstanding MCOL with them, currently waiting on mediation.  

 

From what i’ve read on this site, and another, you shouldn’t be required or expected to pay any extra for Hermes to abide by their statutory duty to perform the service you paid for.  I believe (and i’m sure someone with better knowledge will confirm), their T&C’s which attempt to limit their liability would be classed as unfair.  Might be worth looking into that a bit further.  

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Thanks.

 

My claim was considered served last week so just waiting for their response. Hoping for a favourable outcome at the end which, by the looks of it, may be a while.

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