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Hello All,

 

I have unfortunately joined the innumerable number of people who have been let down by MyHermes and their godawful service. I was unaware as to how bad their service is.

 

I booked a pick up from MyHermes on the 13th June, 2020 and both bags with pictures attached were picked up on the 14th June 2020 from Cambridge to be delivered to London. The bags have items worth £200 or more in each bag. I declared the value of £200 for each bag. By the 16th-17th June 2020, the tracking had  stopped progressing for one bag at the National Hub and the other was out for delivery and never arrived. In summary, both bags never arrived

 

I immediately contacted MyHermes via the bot Holly and followed up via email. I sent them pictures of the bags but they did nothing. After so much back and forth via emails almost daily and phone calls, I was initially told to wait 5 days for the items to be sorted from the hobb. I was later informed that the bags were missing and told to fill a claims form. The agent who I called said that after filling the form an investigation will be carried out and 80% of the time, the items turn up. I believed and filled the form. I got an email that the items could not be found and I was offered £27.72 as compensation for each bag. I messaged the CEO saying that it was not okay to just fobb me off saying the items were lost without a sweep of their depot. I got a phone call from on Tasawar offering £25 as a good will gesture. 

 

I do not feel that it is sufficient and I have communicated that to them and they have said thats their last offer with a lot of text as to why I am only entitled to £27.72. I want to make a claim for the items. Has anyone succeed against MyHermes.

 

I also feel it is important to state that I am in Nigeria at the moment ant the things were picked up from my friend but I made all the payments from my card. I am also shocked at the level of service MyHermes  provides; it will be unacceptable even in Nigeria. What can be done about them. This has to stop

Screenshot 2020-09-02 at 17.30.26.png

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Well of course you don't have to accept their offer of settlement. It's derisory but this is typical of Hermes.

Please could you post up in PDF format the text that they have sent you disclaiming liability.

You say that there are two parcels worth £200 each. This means that you will be claiming £400. Generally speaking Hermes put their hands up and pay out rather than go to court. £400 might nudge them over the line especially as court hearings are currently being handled on the telephone or by video at the moment.

How much longer are you in Nigeria? Of course you could handle a court hearing if it was on the telephone, where ever you were in the world as long as you had a decent connection – but you will need somebody at a UK address to be able to receive documents and to be able to contact you reliably – meaning the same day with a scanner whatever has been received.

And there is an outside chance that the courts may decide that there should be a face-to-face hearing and that means that you would have to get over to UK

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Thank you for your reply Bank Fodder.

 

I am in Nigeria permanently and that is something to consider. I had my purchases sent to my friend in Cambridge whom the items where picked up from. I can get someone to receive correspondence on my behalf and scan same to me but If i will have to appear physically, that will pose a problem.

 

In the meantime, attached is one of my many correspondences with Myheremes.

 

MyHermes) 2 (1).pdf

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There's not much more I can say. The response from Hermes is absolutely predictable – and it's now up to you whether you think that you would be prepared to take legal action and managed action if it gets to a hearing.

As I've already suggested, it's unlikely it would be a face-to-face hearing. I think it would be a very bad idea to let Hermes know where you are because that might prompt them to push for a face-to-face hearing in the knowledge that you would be unlikely to get there.

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Thank you for your response. 

I have taken out time to think through the whole process, the financial implication and what happens if it goes to hearing.

I have decided to go through with it. Taking advantage of the social distancing due to the COVID-19 Pandemic, I am happy to take the chance that it will not get to hearing. 

I have been out of pocket due to this incident and it has cost me a lot of distress for the past months since July. It is only fair that I see this to a justifiable end.

 

What do you advise I do with regards to engaging myhermes and notification that I intend to take them to Court.

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Can you provide a list of the contents of each bag together with evidence of its value

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In that case I should send them a letter of claim, confirming that as they have been unable to provide you with a satisfactory solution and they have lost your parcels, that you will be issuing a claim in the County Court within 14 days and without any further notice.

Enclose a list and the valuations of the items.

Use a UK address.

At the end of 14 days issue the claim. Don't bluff because it won't get you anywhere. If you delay then you will lose credibility.

In the intervening 14 days start looking around this website to understand the steps in bringing a small claim in the County Court. Registered on the Moneyclaim website and start drafting your claim.

Post the particulars of claim here before you click them off so that we can check

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Yes it's fine but I don't understand why you are writing directly to Martin. it won't reach him and he doesn't care anyway.

also only send this letter if you are prepared to carry out your threat immediately at the expiry of the deadline

 

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So have you sent it and have you started preparing?

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Thank you. Post your draft particulars here before you click it off

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Here is a proposed particulars of claim:

 

Quote

The claimant used the defendants parcel delivery service on XXX date to deliver two parcels from Cambridge to an address in London. Defendants reference numbers XXX and XXX. The parcels contained various items total value £XXX - full details have been provided to the defendant in the initial complaint which they declined. Both parcels have been lost by the defendants breach of contract and their negligence. The claimant seeks damages of £XXX plus delivery charge of £XXX plus interest per section 69 County Courts act 1984 plus costs.

 

 

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