Jump to content

  • Tweets

  • Recommended Topics

  • Posts

    • Hello   Thank you for the help you are providing on this forum. I have read around the various threads for Hermes and have found the advise very useful.   I have a case against Hermes for a lost Item where they have offered the standard £20 plus postage refund.   13th January - I sent my Car's original ECU to a technician for repair via MyHermes.  22nd January - As consignor, opened a case for a parcel that had stalled on Hermes tracking. 25th January -  I chased the delivery via telephone and was advised the item had been lost. On the same day, I sent my first letter through their automated system where I offered an reasonable settlement for loss of property.  26th Feb - I received the below response from MyHermes     Thanks to the information on this forum, I'm sure they are 'Pleased' to confirm and 'Happy' to pay this low amount for their breach of contract. In addition I am also aware that there is no need to insure against their negligence for loss. I'm now at the point where I need to decide whether to accept their offer and walk away or push this further and take them on.   If I choose to pursue this matter, I understand that 1) I need to send a letter of claim and give MyHermes 14 days to respond. 2) Register on the Money Claim website and complete particulars of claim The particulars I should file would be:     Firstly, Have I understood this correctly?   Secondly, I was able to rectify the situation of my non-function Car because I had a spare ECU and taught myself the skills to get it up and running. Therefore, the only evidence I have of the replacement value is from prices published online at resellers. i.e. I don't have receipt for replacing the lost item. Would this go against me?     Many Thanks       first letter.docx
    • Morning all,  hope you are all keeping well and safe, thoughts please, a company called “capquest” sent me a text message on Sunday advising that I need to speak to them “about my debt”    i briefly looked online and it appears as they are a debt collecting agency which is very odd  - I am lucky that aside from my mortgage I have no other open/rolling debt.  I have paid off years ago the loan I had for the house refurbishment. No balances on credit card,  no defaults, no CCJs. Also  I have never dealt with Capquest.    are they scammers?    Have they just bought mobile numbers and they are changing it by sending text messages?   should this be reported?    Cheers    Red11    
    • Morning.   Had no response to any info request at all, other than a letter saying information had been requested as it wasn’t currently held. Given that 28 days have passed, next step is to approach the court, I believe? Or should I be allowing some extra time for any post to arrive, given COVID?   MCOL still shows we are at the defence stage in the recent transactions box.   Thank you for your advice.
  • 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
      • 33 replies

Parcel2Go - Damaged Speakers **-reimbursed – very decent gesture by Parcel2Go**

Recommended Posts

Hey guys - I've read a fair few of the Hermes related posts but hoping you can guide me here.


I paid Parcel2Go to ship 2 speakers to me, via ParcelForce from an ebay seller (Value £170 + £33 shipping)

I stated on the form it was 2 speakers, and having been told that these were protected for loss only, I took out their insurance (£9 cost)

The seller packed them according to their packaging tips page - two layers of corrugated cardboard and some corrugated plastic cushioning (4 layers). 


They arrived badly damaged - the base smashed on one, cracked on the other. Dents on both. Looks like they had been dropped several times from a reasonable height.


Parcel2Go are now saying that they class these as Musical Instruments and that they must be packed in a hard case.  As such they will not pay anything towards the damage. After searching through several pages, and buried links, I've have found this in their terms but its buried pretty deep, and wasn't at all clear in any correspondence, or during the booking process.


Do I have a leg to stand on in terms of making a claim in small claims court? Really disappointed in the terrible handling of both the parcels and the complaints process.


Thanks for any advice - its very much appreciated.



Edited by krone9
Link to post
Share on other sites

Who actually carried the items? Was it Hermes?
I understand that you declared that they were loudspeakers and that before you enter the contract you were told that they would be protected for loss only and so you took out an insurance to cover that risk – is this correct?

I'm afraid that if that is correct then there is probably very little you can do.

Was it provided to in writing that these would be protected for loss only? 

Link to post
Share on other sites

They used ParcelForce.


Parcel2Go's standard terms are that speakers are protected against loss only, unless you take out their additional insurance (at least that's how I understood it) - which is why i paid for it.

Link to post
Share on other sites

Okay that's encouraging – but maybe you could post up the contractual term that you are referring to.

Also in your first post you said that you had discovered buried deep down in their terms and conditions somewhere something that seemed to suggest that speakers should be treated as musical instruments. Please can you post that up.

Also please provide the links for these

Link to post
Share on other sites

Thanks for looking at this.



When enter your details. You enter the parcel contents as "speaker" and it flags up a warning to say "Speaker" are not protected for damages and are only protected for loss where Parcel Protection is taken. See our Items Protected for Loss Only list.


Reading this again, I misread it originally.  I think I'm wasting your time sadly. How frustrating - I should never have used this service. My own fault.

  • Sad 1
Link to post
Share on other sites

Yes. I'm very sorry.

if that is what the wording says then it certainly indicates that they are clearly excluding liability for damage and they are letting you know that you need insurance to cover you for loss.

we would challenge the need for insurance for loss but I'm afraid that in terms of the risk of damage, I think this is probably one of the few things that they have got right


Very frustrating



Link to post
Share on other sites

Thought I'd let you know. Despite not needing to, Parcel2Go have very kindly authorised a refund to cover the speakers. I am very impressed and surprised given the contract didn't require this. Thanks for all the advice - I thought it only fair to make sure they got some credit for doing the right thing. I will be using them again.


  • Like 1
  • Thanks 1
Link to post
Share on other sites

Thank you very much indeed for this update. It certainly is a very surprising result – but very welcome.

You're quite right, that P2G should get credit for this very customer-facing gesture.


Link to post
Share on other sites
  • BankFodder changed the title to Parcel2Go - Damaged Speakers **-reimbursed – very decent gesture by Parcel2Go**

I wonder sometimes if a reader gets an unfairly distorted view of couriers on consumer forums because it's always the "hard" cases that get on here and very rarely those where the courier does the right thing from the outset.


Well done Krone9 for reporting a satisfactory outcome after a discouraging start.

Link to post
Share on other sites

Yes I'm sure that's right. We mainly report bad news.

On the other hand, if you look at all these companies websites and they very often contain recommendations by satisfied customers – they always report the good news.

Also, their marketing and their mission statements et cetera are aspirational but they make it sound as if these are the standards which are always achieved. Too many of them, when they failed to achieve the standards, get very difficult and quite unwilling to step up to the mark.
If they were really ready to sort out their customers problems then everybody will be a lot happier. We all know that mistakes can be made – but it's how the companies deal with them which is important.

I'm sure Hermes, for instance, must have millions of satisfied customers but the relatively small percentage of customers who do have problems – are treated very badly

Link to post
Share on other sites

Topic moved to 

We could do with some help from you.



 Have we helped you ...?         Please Donate button to the Consumer Action Group The National Consumer Service


If you want advice on your Topic please PM me a link to your thread

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...