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Hermes parcel lost/stolen/swapped


mustardo
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Hi all,

 

I'm looking to take a case I've got open with Hermes further as I'm not satisfied with what they've offered me.

 

Sent off a parcel in a brown box, customer received a bag full of Matalan kids clothing with my label stuck on the Matalan bag.

I've attached a PDF with all the images,

 

they might be a bit muddled up but should be clear enough to understand what's happened.

Couldn't add the the pictures as max file size exceeded but it seems like they ripped off the original label on the Matalan parcel which was on the back.

 

Details of this case:

Date Sent: 08 October 2021

What was the item: Two GPU's
what was its value: £1798 - Price sold on eBay
Was the item properly declared: Yes
Was the value properly declared: I'm pretty sure I did, possibly undervalued.
Did you take out the so-called insurance: Yes
Did you book this with HERMES directly or did you use a broker such as Packlink or parcel2go?: Direct through Hermes website
Was the parcel simply lost? Or is it damaged and then destroyed? Or is it simply damage?: Lost/stolen/swapped

 

I filled out the claims form they provide and today they've said they'll refund the £300 "insurance" + the postage I paid (£16.98).

 

Now what I want to know is,

I reply to reject the amount their offering and send the complaint through the Hermes support ticket I've got currently open or should I send the complaint via post to the head office or via email to customer service?

 

I've read through several posts and I've got an outline of what needs to be done and the timeframes that it should take.

 

Thank you

 

 

 

 

 

hermespics.pdf

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We definitely need to see pictures.

You sent this using Hermes directly. This is not an eBay sale?

I'm concerned that you consider you may not have declared the correct value. It's important that you know the value that you declared because this is the value that you will be able to claim.

I understand they offered you £300 compensation. Have they made this condition on anything or have they simply offered it to you?

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all pdf's sorted in post 1 now.

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... 

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Thanks dx

 

Have you managed to look at the pictures BankFodder?

 

I sold the items via eBay but bought the shipping through the Hermes website. There's a screenshot of the eBay sale in the PDF.

 

From what I remember I think I undervalued and typed £1000 for the value of the items, but of course I can't confirm this as it doesn't show you through the Hermes website.

 

This is the message I received from Hermes yesterday after filling out the claim form they provide. 

 

Hi XXXXX,
 
Thank you for submitting the required information for your claim. I’m sorry for any inconvenience caused by this situation, so I would also like to thank you for your patience while we reviewed your claim.

I understand how frustrating it can be for both you and your recipient when a parcel isn’t delivered as expected. When issues arise, we will always seek to remedy the situation and we are happy to pay up to the level of cover selected by our customers, for included items.
 
I have investigated your claim and I'm pleased to confirm, due to the level of cover you chose, we will be processing a payment for the full value of £
316.98 including postage costs back to you.
 
So that we can process this as quickly as possible for you, we kindly request that you send us some details:
- your bank sort code
- your bank account number (the short one, not the long card number)
- your name as it appears on your bank card
 
Once we have received the above information, we will send you a further email once the payment has been processed. This can take up to 5 working days to reach you.
 
If you need anything in the future, please contact your Hermes Customer Service Team and we’ll be happy to help.
 
Kind regards,

Mike L
Hermes Send Claims Department

 

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Quote

Dear Mike

Reference number XXX

Thanks for the offer of partial compensation of £316.98.

My bank details are as follows:
sort code – XXX
account number – XXX
account name – XXX

Once your payment is received that will leave an outstanding balance of £XXX.

Please note that if I do not receive the balance of the value of the goods which you have managed to lose or which have been stolen within 14 days, then I shall sue you in the County Court and without any further notice.

Believe me

Signed

 

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Yes you may as well do.

Now you should register with the County Court money claim website and start preparing your claim. Post your claim details here before you send them off so that we can check.

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No, don't send images. Just send the letter

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  • 3 weeks later...

Hi,

 

Will be sending the Particulars of claim off today but just wanted to make sure it's okay.

 

The claimant used the defendant's courier service to deliver two items, value – £1798 to a UK address. Reference number xxxxxxxxxxxx. The defendant breached the contract by losing the item or was stolen by an employee of the defendant, and refuses to reimburse the claimant to the full value of the items.

 

The claimant seeks £1798 + £16.98 postage cost plus interest pursuant to section 69 County Courts act 1984 + court costs.

 

Thank you.

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I think it's probably a good idea to say what the items were. They breach their contract because they failed to deliver the item either because it was lost or stolen whilst in their care.
They have refused… Blah blah blah.

If you are happy with that then amend your proposed particulars and post them back here

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Updated version below

 

The claimant used the defendant's courier service to deliver two MSI GeForce RTX 3070 Graphics Cards, value – £1798 to a UK address. Reference number xxxxxxxxxxxx. The defendant breached the contract by either losing the items or it was stolen by an employee of the defendant whilst in their care.  The defendant has refused to reimburse the claimant to the full value of the items.

 

The claimant seeks £1798 + £16.98 postage cost plus interest pursuant to section 69 County Courts act 1984 + court costs.

 

Thank you

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