Who is responsible for 'chasing' this return?

Anoneemoose

Hi everyone - just need to clarify.

I ordered an item from John Lewis that I wanted to return. In the delivery note, it said they offered a free returns service. So I followed their instructions to the letter and arranged for a pick up. This was nearly 2 weeks ago. I called today as had not even received confirmation of them receiving it, let alone a refund. On the call they told me they couldn't track it and that I would have to contact Hermes to find out where it had gone.

Should it be up to me to chase this? Because I tried emailing hermes through their website (on my phone as got wifi issue at home), and it would just not send my query.

I don't want to call as is 20p per minute and I have just spent £4 on my initial call.

As an aside, the blooming thing should never have been delivered in the first placs as I managed to fix the item that this was replacing so contacted and received confirmation that City Link would return the item to the depot and then they went and delivered it anyway - at a time my FIL was housesitting for us! It's been a poor service all the way through!

Thanks for any comments.

frugal_mike

Did John Lewis arrange for Hermes to collect it from you. If so then the Distance Selling Regulations say you have fulfilled your obligations when you gave it to them. Do you have a receipt from when Hermes collected it?

Anoneemoose

frugal_mike wrote: »

Did John Lewis arrange for Hermes to collect it from you. If so then the Distance Selling Regulations say you have fulfilled your obligations when you gave it to them. Do you have a receipt from when Hermes collected it?

John Lewis didn't arrange it as such - they said in their delivery note that they offered a free collection service for heavier items and I specifically had to follow their instructions in order to return. You have to register an account with Hermes and the instructions given ensure that it is registered as a John Lewis return.

I have a sticker that the driver gave me on picking it up with a reference number on but when I try to input that number on the Hermes site, it comes up with an error saying it is an 'invalid' number. That's why I tried to use their contact form and when it wouldn't work (might be an error with using my phone I suppose), I thought I might as well just try JL.

System

Sounds like it's your responsibility as you dealt with Hermes to return it not john lewis.

Anoneemoose

goater78 wrote: »

Sounds like it's your responsibility as you dealt with Hermes to return it not john lewis.

Thanks,

Is that the case even though Hermes is John Lewis 'preferred' (can't think of a better word) and designated couriers and I followed the instructions JL gave me?

System

Anoneemoose wrote: »

Thanks,

Is that the case even though Hermes is John Lewis 'preferred' (can't think of a better word) and designated couriers and I followed the instructions JL gave me?

Yes I think so. If they had arranged the Hermes collection then no. However you arranged it direct with Hermes and you have the tracking information. So basically it's your responsibility.

Sorry!

Anoneemoose

goater78 wrote: »

Yes I think so. If they had arranged the Hermes collection then no. However you arranged it direct with Hermes and you have the tracking information. So basically it's your responsibility.

Sorry!

No worries, thanks for your input! Am just really poorly at the moment and could've done without the faff on! And expense. Suppose I shall bite the bullet and call the extortionate number tomorrow!

wealdroam

Anoneemoose wrote: »

Is that the case even though Hermes is John Lewis 'preferred' (can't think of a better word) and designated couriers and I followed the instructions JL gave me?

Clearly the demarcation lines are blurred in this case... you instructed Hermes but the bill will be going to JL.

I think you would be wise to talk to Hermes.

If you are worried about excessive phone charges, then have a look at SayNoTo0870 where there are many alternative numbers for them.

In fact, get a cheaper number from SayNo... whether you are worried about cost or not.

jacques_chirac

It is JL's responsibility, Hermes will not deal with you. JL pay for the return, they are the one with the contract with Hermes. Email JL and attach your proof of collection, they should they pass it to their courier team who will contact Hermes.

Anoneemoose

wealdroam wrote: »

Clearly the demarcation lines are blurred in this case... you instructed Hermes but the bill will be going to JL.

I think you would be wise to talk to Hermes.

If you are worried about excessive phone charges, then have a look at SayNoTo0870 where there are many alternative numbers for them.

In fact, get a cheaper number from SayNo... whether you are worried about cost or not.

Thank you. I forgot about saynoto0870! I shall look now!

frugal_mike

jacques_chirac wrote: »

It is JL's responsibility, Hermes will not deal with you. JL pay for the return, they are the one with the contract with Hermes. Email JL and attach your proof of collection, they should they pass it to their courier team who will contact Hermes.

^^ This...

OP can't have a contract with Hermes so its not their responsibility.