Jump to content
  • Tweets

  • Posts

  • Our picks

    • Hermes lost parcel.. Read more at https://www.consumeractiongroup.co.uk/topic/422615-hermes-lost-parcel/
      • 49 replies
    • Oven repair. https://www.consumeractiongroup.co.uk/topic/427690-oven-repair/&do=findComment&comment=5073391
      • 49 replies
    • 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.
      • 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
        • Like

Packlink / Hermes loss of parcel

Recommended Posts

I had a parcel that I needed shipped from Borehamwood WD6 to Edinburgh EH14 that was 12in x 12in x 12in & weighed just shy of 9kg.


It was accepted at a Hermes Drop off point on the 9th Sept 2020 on a 48hr DELIVERY

on the 10th Sept showed as :

On its way....12:59 - Thu 10 Sep...We've got your parcel and we're processing it for you.


As of yet ( 1500hrs on 25/09/2020 ) I have still not received my parcel.

This parcel was a wedding gift hamper of 'unknown goodies' so pretty important that I had it before 13th September 2020


The value of the parcel was £150.00

I am not best pleased that it was lost by Hermes, as it was a Wedding gift

I then felt obliged to give the Bride & Groom the cash to buy whatever they desired as the parcel was delayed.

If the parcel was to have later turned up I would have still allowed them to keep both gifts,


what annoys me is the lack of clarity that Hermes can offer me, I can't understand how a 12in squared box isn't traceable?

( maybe a member of staff has 'hidden it' for later enjoyment ).


any assistance in this matter would be good because between Hermes & Packlink I am hitting 'brick walls'











Link to post
Share on other sites

If it was a hamper then I suppose it contained food – which is on Hermes list of prohibited items – so no doubt they will use that as their basis for denying you any recompense for the loss – which of course has been caused by their negligence.

Have you got a list of the items? Did you declare the value correctly? Did you happen to choose insurance (not that it's relevant – but it would be helpful to know).

Have you actually begun a claim with Hermes and have they formally declined and given you a reason?

Link to post
Share on other sites

sorry i've had to removed all the screenshot you posted directly to screen as you'd left pers info showing


can you please read our upload guide carefully

and put them all in ONE multipage PDF please






please don't hit Quote...just type we know what we said earlier..


DCA's view debtors as suckers, marks and mugs


NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..


If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 



Link to post
Share on other sites

It was a Hamper box, it contained many 'unknown items' though I do know there wasn't foodstuffs in the box. What was inside is not known because it was a surprise parcel ( that was the whole purpose of the parcel to be a total surprise to the sender & recipient )

As I didn't expect it to go missing I went with standard posting terms

Link to post
Share on other sites

Okay, so did you make your claim?


Also, did you send this parcel or did you purchase it and it was sent by the supplier?

Link to post
Share on other sites

The screenshots aren't really relevant so I will leave them off


Hermes advised me that Packlink were my contracted supplier so I should claim through them, Packlink tell me that Hermes were the contractor so I have filled out claims forms for both via Packlink customer (no) care !!!


I organised the postage myself via Packlink but parcel was organised by an associate in Hertfordshire.

Link to post
Share on other sites

Okay I was just checking that the parcel hadn't been sent by a retail supplier in which case it might have been easier to get them to take responsibility.

As usual, Hermes and Packlink are playing piggy in the middle and of course, you are Piggy.

You should certainly make a claim against Packlink and against Hermes. However, they will both knock you back, of course. You could then sue Packlink or you could then sue Hermes of course Packlink are in Spain which is why it is a mistake to use Packlink for anything because they are outside the jurisdiction. Assuming that you want to proceed to take legal action then you will have to sue Hermes – who will try to say that you have no contract with them in your contract is with Packlink. What Hermes won't tell you though is that under the Contracts (Rights of Third Parties) Act you enjoy full legal rights against Hermes as if you were a direct contracting partner. Additionally, it is Hermes that have been negligent and so if you bring a legal action then you will allege breach of contract as well as negligence.

For a claim of this value – £150 – Hermes will at the very least force you to begin a small claim in the County Court by issuing the court papers. They are then quite likely to push you to a hearing but opt for mediation en route. At mediation they will try to say that the contract is with Packlink. They will then back down and make you an offer which will be less than you are claiming – but if you stand your ground then they will eventually agree to pay you everything including the cost of your claim.

Of course there is always a risk of losing – but it's extremely unlikely. This is particularly because for this kind of money, Hermes would rather not risk going to court and getting a judgement which makes it clear that you have third party rights and also that it is unfair for them to try and escape liability for these kinds of breach of contract and this kind of negligence.

So the advice is, continue your claim against Packlink. Continue your claim against Hermes. When you get confirmation that they are declining responsibility, send Hermes a 14 day letter of claim and then on day 15 issue the papers.

Read around this forum about other Hermes stories and also the steps involved in beginning a small claim in the County Court.

We will help you all the way.

Link to post
Share on other sites

Both Packlink & Hermes are playing Silly Buggers !!!!!

Response By E-mail (Archita Mhatre) (29/09/2020 08.34 AM)
We're getting in touch with you about parcel number .....
I'm so sorry you have not received your parcel and for the delay in responding to your query.
We are sorry to inform you that we were unable to locate your parcel in our network. We have investigated this thoroughly to locate the whereabouts of the parcel by contacting the support team, however, were unsuccessful.
I do understand your parcel is important to you and you are the sender of the parcel, but this parcel was booked through a reseller (Packlink) and they are the account holder of the parcel. I request you to contact them as they will liaise with us on behalf of you.
Please accept my apologies for the inconvenience this has caused. 
Kind regards,
Archita Mhatre
Customer Service Advisor
Hermes Customer Services

Marcelo (Packlink)

23 Sep 2020, 14:20 CEST

Hello Peter,

I am sorry to hear that, I jus remind you that Packlink does not handle the shippmente and we need to claim according with transport companies procedure.

If you change your mind we are able to manage this situation to Insurance dept.



Customer Support Specialist



Peter Kelsey <ferryair.worldwide@gmail.com>

Tue, 29 Sep, 10:04 (1 day ago)
to Packlink

Hello Marcelo,
                    Please see below the email response below from Hermes pertaining to my missing parcel, they seem to be passing the buck onto yourselves as to a claim.
I have returned the claim form to yourselves & am now requiring this resolved in the next few days.
I am still at a loss how a 12in square box can just disappear??
Can you please give this your full attention? Alternatively, give me a telephone number in the UK where I can get my legal team to discuss this with a human being instead of a bot !!!
Surely the Packlink / Hermes tracking system must know where it was last tracked to?  if need be I will personally go to that depot & get their managers to do a thorough investigation for me.
I look forward to hearing from you
Sincere Regards

Link to post
Share on other sites

I think there is nothing you can do except to threaten them with a small claim in the County Court by sending them a letter of claim giving them 14 days.

They are playing you around – Packlink is in Spain has has already been explained. You may as well cut to the chase and if you are happy to bring a small claim then we will help you.

This means that you send a letter of claim to Hermes and simply tell them that they have breached their contract and they have been negligent and they have lost the parcel and if they do not reimburse you within 14 days the full value of the parcel plus the delivery costs then you will sue them in the County Court and without any further notice. Make sure you include the reference number of the parcel so they know what you're talking about.

Only send this letter if you are prepared to go through your threat. It means that exactly on day 15 you issue the claim. Don't imagine that they will be fazed and suddenly come up with the money. They will test you and they are prepared to spend more than the whole thing is worth forcing you to take action and defending it.

Let's know if you send the letter of claim and then we will help you with the particulars. Once you have sent the letter of claim, register with the County Court MoneyClaim website and start preparing your claim ready to click it off in 14 days.

At some point after the claim is served and they have fired their standard defence, you will be asked if you want to enter mediation. The tenancy now seems to be that you should say yes. Hermes then will agree to mediation and they will do this with a view to reducing your claim so that you are sent away short changed.

There is no reason for you to back down a single penny and you should insist on everything including interest and court costs – but we will deal with that when the time comes

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 Caggers

    No registered users viewing this page.

  • Have we helped you ...?

  • Create New...