Parcel2Go won't compensate for Hermes non-delivery

killerkaterina

Posting this again after accidentally putting it in the sticky section!

My sister (who is not on MSE) sent a parcel using Parcel2Go a couple of weeks ago. It was full of Christmas presents and probably had a value of £30-£40. Parcel2Go used InPost lockers for pickup and then Hermes as the carrier. InPost recorded the parcel as picked up, but Hermes have now lost it.

Parcel2Go is claiming that, as my sister didn't take out insurance, they owe her nothing, but they have refunded the delivery cost as as "goodwill gesture" 🙄 They also said their live chat was the highest level of complaint and that there was no one she could write to to take her complaint further. They say they are "unable" to ask Hermes to investigate further as she didn't take out insurance.

According to the MSE page on parcel delivery, my sister should be entitled to the full standard compensation of the the carrier, and for Hermes I think that's supposed to be £20. How can she persuade Parcel2Go to cough up?

Thanks!

JJ_Egan

Does the MSE page include 3rd parties ??

Your contract is with P2G not Hermes .

custardy

As said,your 'carrier' has a £0 basic insurance level.
If you want Hermes basic cover then you book direct with Hermes

killerkaterina

JJ_Egan said:

Does the MSE page include 3rd parties ??

Your contract is with P2G not Hermes .

Yes, the MSE article said "When you book through a discount courier website [i.e. a third party] you're getting the equivalent of the courier company's full-price service, so you should get the same protection as if you booked with them directly. The amount of cover you get varies though, as the examples above show, so always check." 
It's infuriating that P2G can claim the compensation from Hermes but won't pass it on to the customer, who is the one who has actually lost her property.

[Deleted User]

Did you pay for the parcel2go parcel protection? 

k12479

killerkaterina said:
It's infuriating that P2G can claim the compensation from Hermes but won't pass it on to the customer, who is the one who has actually lost her property.

You are assuming that P2G can claim something from Hermes. They may be able to, they may not. It's irrelevant, it's a commercial agreement between P2G and Hermes and has nothing to do with P2G's customers.

visidigi

Alot of these 3rd party resellers don't get the same commercial terms as people who buy direct.
Cake and eat it comes to mind when people use the resellers then expect the carriers to address the issues directly.