Hermes Lost Parcel Claim Denied

Castle

agrinnall wrote: »

And Hermes have accepted that the parcel was lost, but that doesn't mean any compensation is due if the claim isn't made within the specified time.

It's 6 years for breach of contract claims for damages.

agrinnall

Castle wrote: »

It's 6 years for breach of contract claims for damages.

Well feel free to fund the OP's costs for making a small claim.

Emily_Joy

George_Michael wrote: »

But who decides what is reasonable?
If they accept thousands of parcels per day and lose 10% of them then it could probably be said that they can't be exercising reasonable care over those goods.
If however, they lose a couple of items out of those thousands then this could easily be explained by human error or computer/software issues or due to circumstances outside of their control.

I understand Hermes is well known for the quality of service they provide. One day their courier thrown a parcel over 2m gates without hesitation. The only reason I've chosen them is that their parcel shop was on a way to the airport and I was in a hurry.

Anyway, the one who hasn't got time to do things properly the first time will need to find time to put everything right...

I will wait for a final response first.

Emily_Joy

just a quick update: complained via Resolver, after escalating a couple of times got full refund as expected. Didn't take neither too much time nor effort.

johnson293

Just submitted a claim via Resolver, after googling and finding this thread.

MyHemres have just lost a camcorder after it being collected from the parcelshop 12 days ago, and now say it was lost in transit.

After submitting a claim form, they tell me that cameras are on their exclusion list, and they wont be compensating me for the loss (£50 for the camcorder + £5.75 postage cost).

Lets hope Resolver can get somewhere with them, as surely it can't be right that they can just refuse to compensate customers when they'lose' a parcel in their care?

There was nothing on the packaging to indicate a camera inside - the only reference to camera was on the online form/tracker I filled in when I purchased the postage.

custardy

johnson293 wrote: »

Just submitted a claim via Resolver, after googling and finding this thread.

MyHemres have just lost a camcorder after it being collected from the parcelshop 12 days ago, and now say it was lost in transit.

After submitting a claim form, they tell me that cameras are on their exclusion list, and they wont be compensating me for the loss (£50 for the camcorder + £5.75 postage cost).

Lets hope Resolver can get somewhere with them, as surely it can't be right that they can just refuse to compensate customers when they'lose' a parcel in their care?

There was nothing on the packaging to indicate a camera inside - the only reference to camera was on the online form/tracker I filled in when I purchased the postage.

So when you sent the item that was excluded.
What was the plan if it got lost/damaged?

johnson293

I wasnt aware it was excluded until i submitted the claim. When i bought the postage, i stated on the form it was a camera and selected the additional cover. I would havd expected to be prompted then that that type of item wasn't covered.

And i may expect them not to cover damage, but its fine for them to just 'lose' a parcel once its within their network and not pay out on it when cover is taken?

DoaM

johnson293 wrote: »

And i may expect them not to cover damage, but its fine for them to just 'lose' a parcel once its within their network and not pay out on it when cover is taken?

No, it's not. They have a general duty of care, and they have also failed to provide the service paid for. If you took this to small claims court (MCOL) then it's probable that you would win.

Send them a Letter Before Action (Google is your friend) and then follow up with a MCOL claim if necessary. (It can sometimes be worthwhile downloading a claim form from MCOL, filling it in [except for the claim reference which you won't get until you file it] and enclosing it with the LBA - that let's the other party know that you're serious).