Jump to content

  • Tweets

  • Posts

    • Hello, I sent a parcel for a return via Hermes on the 11th of jan and the value was £188. I only paid extra for signature required when they deliver it to the address. I called them on the 26th to find out where my parcel is and after waiting for over 40 mins they opened their phone and said that it has been stolen from the van with some other packages on the 15th of jan. They did not try to contact me at all to notify me of this. They sent me a claim form however they said that because I didn't pay for insurance I only get £20 plus delivery fee. I saw a similar case here that had managed to get their money back by threatening them that they'd take them to court under consumers rights act .  I was wondering whether I could do the same since they weren't responsible with delivering my package and allowed for it to be stolen.    Any advice would be hugely appreciated Thank you 
    • Hi Honeybee Yes that's the one - many thanks. I did try and update it late last night but it said I had to contact site owners so I gave up and went to bed! In the end after no contact/updates from the solicitors the sale went through very quickly so I presume that didn't give the council sufficient time to swing into action.   Thanks
    • I tried to post an update on an earlier thread without success.   Long story short. The house sale has taken place [title deeds had a charge against property] Restriction said 'No disposition of the registered estate is to be completed by registration without a certificate signed by the applicant or his conveyancer that written notice of the disposition was given to [name of council].   Exchange and completion within a couple of days. I've not heard anything from either solicitors involved on this point nor the council so not sure of the purpose / effectiveness of the charge as it doesn't seem to have held up the sale.   Perhaps I'll get a bill next month?? Has anyone had a similar experience?    
    • Hi Hammy1962,    You make a fair point.  Yes, I made a mistake. I fully accept that.    As noted, this was an honest mistake - the DD was coming out of a joint account and I (mistakenly) assumed this was set up by my wife.    What concerns me - and I want to flag to others - is that when I was sold this policy it was not made clear that there is no obligation for D&G to get approval to continue this each year, no need for me to approve any increase to the premium they deduct (which has tripled over the period) or for them to change the policy. I was in effect (with one phone call) writing them a blank cheque when I agreed to this. If I had been clear on that I would have not taken on the policy.    From a business perspective, if one of my customers had presented me with these facts I would have handled it differently too.    Cheers!           
    • So the latest is I have agreed first thing  Monday morning with CCP to make payment by 22nd February. Just received a telephone call from Chartsbridge to make arrangements to collect my vehicle as they have just been instructed by CCP!!!
  • Our picks

    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
        • Haha
        • Like
    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
      I opted for mediation, and it played out very similarly to other people's experiences.
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
      Many thanks, stay safe and have a good Christmas!
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
      • 31 replies

Parcel sent with Hermes has been stolen- buyer requesting refund

Recommended Posts

A few days ago I sold a laptop on eBay and sent with Hermes through Packlink. I sent it with full value insurance (£266) 


The parcel arrived at the buyers address clearly opened, the box with the laptop taken out, and badly taped up again (buyer sent photos). The package that arrived at buyers house was essentially taped up bubble wrap. It is clear someone has stolen it from me dropping it off at myHermes shop, to it arriving at buyers house. 


Have opened a claim with Packlink, however they are being very unhelpful. eBay say they will get involved from Monday (7/12/20)

I tried registering a claim with Hermes, but as soon as I put in ref. number, they say it is a packlink issue and hang up / redirect the website. 


I have never dealt with an issue like this before, and have no clue where to go from here 


Thank you!

Link to post
Share on other sites

Write a letter to Hermes – send it either by post or by email – or both. Outline the basis of your complaint against them and require reimbursement.

Packlink will probably refuse you – Hermes certainly will.

Read around this sub- forum – all the Hermes cases to understand the relationship between Hermes and Packlink and also your third party rights to enforce the contract against Hermes. Of course Hermes will say that it is nothing to do with them and your claim is against Packlink. Once you have read around this sub- forum, you will understand the correct response to that.

Also, by reading around the forum you will understand how it will probably go and that you will have to issue the claim papers. Please also read up on bringing a small claim in the County Court and be certain that you are prepared to do this in order to get your money back. During a reading you will also understand the course of events as they tend to happen when people bring County Court claims against Hermes.

We have so much information on this forum about this now, that I think that it is unnecessary for me to spend time explaining much more and you will understand much better after you have read other people's experiences. After that please come back here and ask any questions you want.

Once you have been knocked back by Packlink and by Hermes, we will help you with the next step which effectively will be the letter of claim and then the glad tidings

Link to post
Share on other sites

Thank you for your reply,


Do you have, or know where I can find, both a physical and an email address to send the letter to Hermes? Their website is not exactly the most helpful

Link to post
Share on other sites

No idea.

Look it up somewhere on the Internet – send a letter to the registered address and there may well be some email done at the bottom of their website page.

Frankly doesn't really matter if they get it. The most important thing is that you have made a reasonable attempt to send something to contact details that they have provided. If their contact details don't work then that's up to them. You will find that they do magically start to respond once they receive the court papers.

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...