BHS returns problem using Myhermes

dali21

I need help or advice. I ordered some clothes from BHS and decided to return some of the items. I decided to use the courier collection option offered on their website which is with Myhermes who state that delivery will be made within 5 working days.

I booked it via the Myhermes website and my order was collected on 23 July. When I booked it I was given a tracking reference which has stayed stuck on 23 July. This is all that it says:
23 July 2012 14.55 Manifest returned from courier
23 July 2012 04.59 Pick up request manifested

The courier didn't provide a receipt as she explained the company had stopped issuing them for 'pick-ups'.

Anyway, the status has not updated. I've tried contacting both myhermes and BHS. Myhermes have not provided any answers and keep referring me back to BHS.
BHS keep stating they cannot refund until their warehouse confirms receipt and so far have been refusing to investigate any further.

Would I have any right to claim a chargeback on my credit card? Do I have any other rights?
What does manifest returned from courier mean?
What happens if myhermes have lost the parcel, can BHS still refuse to refund?

Looksguywalker

I'd give it a while yet. They have up to 30 days to refund you.

arcon5

did bhs book/pay for the courier?

dali21

arcon5 wrote: »

did bhs book/pay for the courier?

yes - it's part of the BHS returns service.

arcon5

dali21 wrote: »

yes - it's part of the BHS returns service.

So it's BHS whom have contracted Hermes to collect the parcel, thus their responsibility to make a claim for lost items. They should refund you.

System

It looks like it was only 7/8 days ago. Give them time you'll get the refund