Parcel Tampered with in Transit - Compensation?

AlfaFoxtrot

Sent a camera and a couple of other items in a package to the US with Hermes International.

Parcel arrived, but with the camera missing (although camera case, batteries etc still in the box). Parcel had been sealed only with brown parcel tape, but when received there was clear tape covering this - so I assume it was opened somewhere in transit, the camera stolen, and then resealed.

I started a claim with Hermes, they have offered the 'max' £20 compensation and a refund of the shipping cost. I didn't take out any additional insurance.

I have tried to dispute this, arguing that this isn't a 'normal' case of a lost or damaged parcel, but with intentional loss/theft occurring. I was hoping they might show more interest/sympathy to this approach (I would want to know if my employees were stealing!) but they have refused to consider any further compensation or investigation.

I'd be interested to know what my options are for escalating this, or suggestions on other organisations I can speak to for advice.

mattyprice4004

You can't prove it was intentional - the brown tape could have been damaged in transit (another box stabbing through it, hit the corner of a cage etc) then the camera fell out.

This is what insurance is for, and if you chose to take none out then I'm afraid you're out of luck.
Hermes are a bargain-basement carrier, and to use them with no insurance was more than a little reckless, in my opinion.

I think you're foxtrot charlie kilo delta'd I'm afraid!

Missmarie

Hi. Sorry to hear about that. I would be gutted. Hermes (Parcelnet) seem to be something to do with Grattan catalogues. Lots of phonetics being used.

AlfaFoxtrot

So the tape is cut with no other damage to the box, the camera somehow falls out through its case and bubble wrap, and then the contents are rearranged and the box resealed?

Whilst I can't conclusively prove it was intentional, I can't help feeling that any other explanation (which Hermes haven't tried to provide) is far too unlikely...

I know I'm on slim chances here and insurance is the obvious mitigation. However, I was happy to take the risk of the parcel being damaged in transit (by packing it well) and I was happy that there was a sufficiently small chance of a given parcel being lost. Intentional tampering is a factor I don't think is reasonable to anticipate, and I was hoping Hermes would be more embarassed/concerned that such things go on in their chain.

[Deleted User]

AlfaFoxtrot wrote: »

I know I'm on slim chances here

So why continue posting about it?
You took the gamble of sending an item abroad without any insurance.

Your item was lost.

You therefore have no recourse.

The end.

Sorry.

AlfaFoxtrot wrote: »

I was happy to take the risk

Indeed.

reason2

i sent a £300 item via DPD for £9 the other week.

the insurance on it was £18.. i paid it and the parcel got there safely. I was down £18 but it was worth it because had the parcel been lost or damaged id have been down £300 plus the loss of the items within.

unfortunately when you take these risks these things can happen and you dont have any fallback.

DoaM

Could it have been opened by US Customs? (That could account for the different sealing tape).

AlfaFoxtrot

reason2 wrote: »

i sent a £300 item via DPD for £9 the other week.

the insurance on it was £18.. i paid it and the parcel got there safely. I was down £18 but it was worth it because had the parcel been lost or damaged id have been down £300 plus the loss of the items within.

unfortunately when you take these risks these things can happen and you dont have any fallback.

Yeah and I understood there was a risk when sending, now I want to make a complaint as loudly as possible so that the company, any regulators, and others, are aware of what goes on in their delivery chain.

AlfaFoxtrot

DoaM wrote: »

Could it have been opened by US Customs? (That could account for the different sealing tape).

Again, possible but unlikely as there wasn't a mention of this in the delivery tracker, nor any label or 'US Custom' badged tape. And if customs seize something, they normally tell you about it!

shaun_from_Africa

Was it something that you sold and it was going to a stranger or was it a gift or similar and going to someone that you knew?


If the former and the sale qualifies then it wasn't necessarily the case that the camera was lost in transit.
It could have been delivered then the buyer has decided to claim that the package was tampered with in order to get a refund.

AndyMc.....

AlfaFoxtrot wrote: »

Yeah and I understood there was a risk when sending, now I want to make a complaint as loudly as possible so that the company, any regulators, and others, are aware of what goes on in their delivery chain.

Ok thanks for that and of course you would still have joined up to tell us if you’d been adequately insured and compensated.