‘Hermes lost my £1k parcel and won’t refund me

By the time I received your letter Hermes had done two sweeps of its depot to find the parcel. When I got in touch on your behalf it was quick to respond and immediately agreed to do a third check.

Again, nothing was found. I strongly suspect it was stolen. I stressed to Hermes’s press office that the loss of this equipment meant you were having to cancel gigs, creating further financial loss for you, and I must say it was very understanding. 

Hermes has now paid you £849 which you are combining with your £300 from the insurance to buy a new controller.  Unless Hermes increases the level of insurance available on parcels I would recommend anyone sending items valued at over £300 chooses an alternative carrier.    

A quick search on ParcelHero, a shipping comparison website, shows you could have sent the DJ Controller with ParcelForce or UPS, paying £44 on top of delivery fees for it to be fully insured for up to £1,149.

It makes Hermes’ offer of £20 for £300 of cover look like a poor value deal.

The full Katie Morley Investigates column will appear in print every Saturday and Sunday. You can get an early taste every Friday at 1200.