Parcel2Go, MyHermes expensive lost parcel

MJCP

I've had a parcel sent with Parcel2Go via MyHermes, the parcel recipient was paying the delivery as they didnt want it collected. They also didn't want the additional insurance as deemed too expensive.

After several days and no delivery confirmation (tracking was dormant) I've contacted P2G and enquired as to whats happening, they've told me the parcel is effectively lost, however, it isn't lost and it's likely in the warehouse and this happens a lot and they often find it (disconcerting), they promised to contact me within 72 hours, they didn't, there's no contact phone number and no way of contacting MyHermes. I'm now left with a £1700 'missing' item, that may be found, I'm told by online chat the process takes 21 days yet their back-end system tells me 7 days. There's no update on how far the parcel made it and whether I can lend a helping hand by describing the box and it's contents to the local depot.

Nobody seems interested in a resolution as no one but me effectively stands to lose any money, can anyone offer any input or advice? something useful, I understand the 'insurance' point but the person purchasing the item was stretching financially and I left it up to them to decide whether they wanted insurance (they are, incidentally, insured by Paypal but that involves the money being pulled from my account).

I can picture this parcel being sat on a warehouse floor somewhere and no one has the time/inclination to put two and two together. The lack of visibility from both Parcel2Go and MyHermes is astounding.

Any thoughts on legal recourse? or anyone happen to work for MyHermes who may want to help out. It'd be much appreciated

BorisThomson

Was this an ebay collection only sale that the buyer has arranged a courier to collect? Who made the contract with the buyer (not necessarily who paid for it)?

We need to know the background so we can work out whether ownership has passed or not.

(And sending a £1700 item with no insurance is utter madness.)

shaun_from_Africa

In what capacity did you make the sale? (were you selling as a business or was it a private sale?)

soolin

As above, can you please confirm who arranged the courier and paid for it, also was this an ebay listing?

If an ebay listing did your listing show only as 'collection only' or did you say anything about possibly being able to post it, or allowing couriers etc?

Meanwhile- the person who arranged the courier has no contract with MyHermes, so forget trying to talk any sense out of them. The only people remotely interested will be Parcel2Go , and you might want to do a forum search (especially on the ebay board) to see how their customer services with lost parcels frustrates any real assistance.

Assuming the buyer arranged and paid for the courier then any paypal claim will be for the item cost only, which I understand is £1700. There is a little, but only a little, anecdotal evidence to suggest that if the listing stated clearly it was collection only that you have an outside chance of being able to defend an INR, but frankly I wouldn't count on it.

I have to say though that I am concerned that people are still allowing courier collections on collection only items, this is an absolute no no. Have a read of this thread:

https://forums.moneysavingexpert.com/discussion/comment/65282064#Comment_65282064

Brynsam

Also worth flagging that the maximum insurance you can buy when sending via Hermes is £300, so a pretty disastrous choice for an item worth this much.

Money_maker

MJCP wrote: »

The lack of visibility from both Parcel2Go and MyHermes is astounding.

Sadly, the lack of visibility from yourself has created this situation. The buyer obviously realised that until they had the goods in their hands that you would remain responsible for it. The insurance should not have been optional.

arcon5

Consumer or business i cant see you getting out of this. You agreed to deliver and booked the courier.

theonlywayisup

While I think my grasp of English is good I am struggling with the OP so I will blame it on not having English as my first language.

Op, are you the seller and if so did you arrange the courier or did the buyer arrange it?

Was the sale through Paypal???? If not the below doesn't help but I can't help seem to untangle your post enough for me to make any sense of it.

If you are the seller and the buyer arranged their own courier they cannot claim INR with Paypal. https://www.paypal.com/uk/webapps/mpp/ua/useragreement-full?locale.x=en_GB#r013

Buyer protection section 13.4.a.15 shows the following is NOT eligible for buyer protection:

purchases of items which you collect in person, or arrange to be collected on your behalf (including at a retail point of sale) and which you claim to be Not Received;

Brynsam

If P2G were willing to deal with OP, it almost certainly means OP booked the courier.

Diamandis

MJCP wrote: »

They also didn't want the additional insurance as deemed too expensive.

That's because they knew the risk sat with you. They'll more than likely get their money back.

pinkshoes

The crucial information is obviously who paid for the courier.

If the OP paid, them uh oh! Not a smart move.

If the buyer paid directly for the courier, then there is hope... (for you, not the buyer). BUT... it will depend on how they paid for the item. If they paid with PayPal, then paypal requires a tracking number to show it is delivered, so yet again, UH OH!

This isn't looking good...