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  • FIRST POST
    • philatio
    • By philatio 4th Sep 17, 2:15 PM
    • 622Posts
    • 773Thanks
    philatio
    Amazon faulty large TV return (Hermes!)
    • #1
    • 4th Sep 17, 2:15 PM
    Amazon faulty large TV return (Hermes!) 4th Sep 17 at 2:15 PM
    Bought an LG 43" LED TV from amazon (actual Amazon not a marketplace seller)
    Arrived Friday by Hermes.
    Opened it Saturday to find that its damaged. The frame has a bulge/crack in it. The box isn't damaged at all so it must be a factory/manufacturing fault.

    Went on amazon to arrange an exchange. Dead simple. It gave me a Hermes returns label and said they'd be round next business day. It also separately ordered me a new TV.
    So far so good.

    Hermes came this morning. Took one look at the box and said "sorry thats too big, we can't take it" and drove off.

    Got onto Amazon CS. After 5 mins on hold I'm told that I now have to arrange and pay for the return myself, after which if I email them the receipt they'll refund the postage costs.
    I asked why Hermes didn't take it and was told "oh they don't take large or heavy things".
    THEN WHY GIVE ME THE HERMES RETURNS LABEL AND BOOK THEM FOR ME ?!?!?!

    So.. not impressed at all.

    Now, for the past 10 mins I've been googling trying to find a courier that will take a TV with cover for £500. Up to now... can't find one!

    What the hell do I do now?!?!

Page 1
    • Moneyineptitude
    • By Moneyineptitude 4th Sep 17, 2:22 PM
    • 18,702 Posts
    • 9,963 Thanks
    Moneyineptitude
    • #2
    • 4th Sep 17, 2:22 PM
    • #2
    • 4th Sep 17, 2:22 PM
    What the hell do I do now?!?!
    Originally posted by philatio
    Insist that Amazon arrange an uplift of your item using a courier who will not refuse it. You should not have to arrange the return yourself, particularly as it arrived only a short time ago.
    • Ganga
    • By Ganga 4th Sep 17, 2:23 PM
    • 807 Posts
    • 395 Thanks
    Ganga
    • #3
    • 4th Sep 17, 2:23 PM
    • #3
    • 4th Sep 17, 2:23 PM
    Bought an LG 43" LED TV from amazon (actual Amazon not a marketplace seller)
    Arrived Friday by Hermes.
    Opened it Saturday to find that its damaged. The frame has a bulge/crack in it. The box isn't damaged at all so it must be a factory/manufacturing fault.

    Went on amazon to arrange an exchange. Dead simple. It gave me a Hermes returns label and said they'd be round next business day. It also separately ordered me a new TV.
    So far so good.

    Hermes came this morning. Took one look at the box and said "sorry thats too big, we can't take it" and drove off.

    Got onto Amazon CS. After 5 mins on hold I'm told that I now have to arrange and pay for the return myself, after which if I email them the receipt they'll refund the postage costs.
    I asked why Hermes didn't take it and was told "oh they don't take large or heavy things".
    THEN WHY GIVE ME THE HERMES RETURNS LABEL AND BOOK THEM FOR ME ?!?!?!

    So.. not impressed at all.

    Now, for the past 10 mins I've been googling trying to find a courier that will take a TV with cover for £500. Up to now... can't find one!

    What the hell do I do now?!?!

    Originally posted by philatio
    Ask Hermes how it was not too big for them to deliver it to you but too big for collection.you could not make it up.
    ITS NOT EASY TO GET EVERYTHING WRONG ,I HAVE TO WORK HARD TO DO IT!
    • Moneyineptitude
    • By Moneyineptitude 4th Sep 17, 2:33 PM
    • 18,702 Posts
    • 9,963 Thanks
    Moneyineptitude
    • #4
    • 4th Sep 17, 2:33 PM
    • #4
    • 4th Sep 17, 2:33 PM
    Ask Hermes how it was not too big for them to deliver it to you but too big for collection.you could not make it up.
    Originally posted by Ganga
    The OP cannot ask Hermes anything since Amazon is their customer not the OP.

    It seems likely that Hermes are prepared to deliver, but will not uplift, This is probably because they don't have time to check the condition of the item prior to uplift and there are lots of subsequent claims against them as the courier.
    • philatio
    • By philatio 4th Sep 17, 2:41 PM
    • 622 Posts
    • 773 Thanks
    philatio
    • #5
    • 4th Sep 17, 2:41 PM
    • #5
    • 4th Sep 17, 2:41 PM
    I'm utterly stumped now.

    After much googling, people are saying the only courier that will take a large screen TV from a residential address is Parcelforce Large48.

    That will cost me £60 and there's no mention on their site that they do allow TVs. TVs are listed as "excluded from compensation" on their FAQs.

    I can't believe I'm the only person who's ever had to return a big TV to amazon. I'm bloody fuming!
    • BorisThomson
    • By BorisThomson 4th Sep 17, 2:42 PM
    • 538 Posts
    • 878 Thanks
    BorisThomson
    • #6
    • 4th Sep 17, 2:42 PM
    • #6
    • 4th Sep 17, 2:42 PM
    Have you contacted Amazon again to see what they suggest? Far better to do that than to get wound up about it.
    • Silvertabby
    • By Silvertabby 4th Sep 17, 2:45 PM
    • 1,778 Posts
    • 2,149 Thanks
    Silvertabby
    • #7
    • 4th Sep 17, 2:45 PM
    • #7
    • 4th Sep 17, 2:45 PM
    I'm amazed that Amazon use Hermes for large fragile items at all!

    Our last tv was delivered by John Lewis in one of their own vans, and the two chappies unpacked it and checked it for us.

    A classic case of getting what you pay for, I suppose.
    • neilmcl
    • By neilmcl 4th Sep 17, 3:02 PM
    • 10,227 Posts
    • 7,152 Thanks
    neilmcl
    • #8
    • 4th Sep 17, 3:02 PM
    • #8
    • 4th Sep 17, 3:02 PM
    Have you contacted Amazon again to see what they suggest? Far better to do that than to get wound up about it.
    Originally posted by BorisThomson
    Agreed, something doesn't quite sound right about this, I've never heard of Amazon refusing to uplift a TV, or any large item they've sold for that matter, before, particularly if it's faulty. Speak to them again making sure they understand that it's faulty and there responsibility to collect.
    Last edited by neilmcl; 04-09-2017 at 3:05 PM.
    • neilmcl
    • By neilmcl 4th Sep 17, 3:04 PM
    • 10,227 Posts
    • 7,152 Thanks
    neilmcl
    • #9
    • 4th Sep 17, 3:04 PM
    • #9
    • 4th Sep 17, 3:04 PM
    I'm amazed that Amazon use Hermes for large fragile items at all!

    Our last tv was delivered by John Lewis in one of their own vans, and the two chappies unpacked it and checked it for us.

    A classic case of getting what you pay for, I suppose.
    Originally posted by Silvertabby
    JL don't always deliver items themselves you know.
    • philatio
    • By philatio 4th Sep 17, 3:43 PM
    • 622 Posts
    • 773 Thanks
    philatio
    funnily enough, the last time I had to return something electrical.. last year, a camera.. it was supposed to go back Hermes. They never turned up and I had to get onto amazon. That time they arranged for DPD to come instead.
    Hermes must be bloody cheap. They're awful.

    Anyway...
    Twice this morning I was onto Amazon and twice I was told that if Hermes can't pick up I have to sort it myself. "Since May this year, we don't use any other couriers for collections I'm afraid".
    Twice.

    So after calming down a bit this afternoon I tried for a third time. Told them I'd tried every courier I can think of and none will move a large TV. What do they advise now?

    Straight away.. they're now arranging for XPO to come and pick up tomorrow.

    So great! but why the bloody hell not just do that in the first place?!?
    Grrrr!
    • philatio
    • By philatio 5th Sep 17, 10:49 PM
    • 622 Posts
    • 773 Thanks
    philatio
    Well this is turning into a farce now.

    So today, obviously, XPO failed to turn up.

    In addition, Hermes delivered the replacement TV.
    As he's putting it in the porch he notices the identical large TV box already in there.. waiting for XPO. Whats that all about? he asked.

    I told him that it should have gone back yesterday but one of his colleagues refused to take it as it was too big. "Don't get that" says he. "I'd have taken it. I take back amazon return TVs all the time"

    WTaF ?!?!?!?!?!
    • gollum007
    • By gollum007 5th Sep 17, 11:43 PM
    • 208 Posts
    • 140 Thanks
    gollum007
    I'd guess courier #1 probably couldn't (or wouldn't...) fit it in his vehicle.

    Hermes couriers are self-employed, & round here a lit if them use large estate cars and similar.
    • philatio
    • By philatio 6th Sep 17, 11:49 AM
    • 622 Posts
    • 773 Thanks
    philatio
    Well been onto amazon and they've rebooked HERMES! to come again tomorrow.
    "we absolutely guarantee they will take the item this time"

    10p says they won't
    • ThumbRemote
    • By ThumbRemote 6th Sep 17, 1:43 PM
    • 3,802 Posts
    • 4,843 Thanks
    ThumbRemote
    Exactly the same happened in my workplace with a damaged whiteboard.

    Except in our case the Hermes driver who refused to take it also complained at us for wasting his time, as though we'd booked the courier ourselves. They then marked it on the system that we'd refused to hand it over, hence Amazon initially refusing to arrange anything further. (They did eventually - a different Hermes driver, in a van not a car)
    • rtho782
    • By rtho782 6th Sep 17, 2:24 PM
    • 1,011 Posts
    • 720 Thanks
    rtho782
    Our 55" TV from Amazon was delivered by ArrowXL.

    Actually, it was the 2nd one we ordered as the first was damaged in transit so never delivered, but ArrowXL do 2 man deliveries and definitely take large items.
    Deposit Saved since 01/12/15: £13,000 / £15,000 House Bought!

    Debt Cleared since 01/12/15: £6,000 / £7,500
    • Lorian
    • By Lorian 7th Sep 17, 7:46 AM
    • 4,109 Posts
    • 2,244 Thanks
    Lorian
    I bought a 43" TV from Amazon this week. Hermes failed to deliver on Tuesday, but worse than that they said they did and that I signed for it!

    24 hours later, during the period that "Amazon investigates" Hermes scan the parcel again as "with courier". Of course you cant see this in Amazon tracking, but you can directly on the Hermes site.

    They still fail to deliver it. Then few hours later its scanned as "sorry we missed you". They missed me of course because they never came.

    Why book a delivery of a 43" TV for someone who cant lift it to deliver it in their morris minor?

    Just waiting for the "replacement" to be dispatched - I've asked for DPD, but they wont guarantee. If it says it too is coming via Hermes then I think I may explode.
    • Wanderingpomm
    • By Wanderingpomm 7th Sep 17, 10:07 AM
    • 46 Posts
    • 35 Thanks
    Wanderingpomm
    Did you pay on your credit card? If so claim on the section 75 cover. Just tell them it's faulty and you are getting no where with amazon. They should then give amazon a timeframe to come and get it. If they don't your card will be refunded and they will claim the money back from amazon.
    • DoaM
    • By DoaM 7th Sep 17, 10:35 AM
    • 3,489 Posts
    • 3,548 Thanks
    DoaM
    OP has already received the replacement from Amazon (post #11) ... it's the collection of the original that is the problem.

    OP - have you seen MSE's Failed Delivery? Fight Back! article? Collection falls into the same category.
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • philatio
    • By philatio 7th Sep 17, 1:18 PM
    • 622 Posts
    • 773 Thanks
    philatio
    Hermes just called.

    In a car.

    Refused to take it.


    Beyond a joke.
    • agrinnall
    • By agrinnall 7th Sep 17, 1:48 PM
    • 18,536 Posts
    • 14,258 Thanks
    agrinnall

    Beyond a joke.
    Originally posted by philatio
    I agree, but I'm afraid I couldn't help having a chuckle to myself .

    Hope you get it sorted soon, and please keep us posted on each chapter in the long running saga!
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