Kandco (Kays)

deanmanchester

We rang the automated Kays return phone number to return a parcel and Hermes turned up to collect the parcel, we have a receipt from Hermes to say it was collected.


It turns out the parcel hasn't been received by Kays yet even though it arrived back at Hermes depot 29th April, we have realised this as the amount remains outstanding on our Kays statement. On ringing Kays they said that they don't use Hermes, they use Yodel, however they cannot answer why it is that Hermes turned up. Kays said we have to ring Hermes, so we did. Hermes in turn said we have to ring Kays. We rang Kays back and they said we must ring Hermes and there is nothing they can do.


Can somebody please tell me where we stand as the money remains outstanding despite the parcel being returned and we are being passed back and forth. I am loathed to waste more money making phone calls to be passed back and forth between the two and the whole thing is becoming extremely stressful.

London50

The only thing I can suggest is {and I am no expert} if you have a tracking number for the item that proves it is in Hermes hands{via the link below} send that to Hermes and request that the parcel is returned to you,then ask Kays to get the parcel re collected.I know it is not the easiest way but I cannot think of any other way if Kays are disputing the courier info. Good luck

https://www.hermesparcelreturn.co.uk/tracking-results.html

wealdroam

You have no contract with Hermes. That's why they won't speak to you.

However, kandco's Returns page does seem to imply that they use Collect+, Royal Mail, Yodel or Arrow XL.
(and that list of carriers was the same in March).

Did you include the 'returned goods note' in the parcel?
If not, Shop Direct will have trouble associating the returned goods with your account.

You need to keep pushing Shop Direct to resolve this.

deanmanchester

Yes the returned goods note was in the parcel. The problem I have is Hermes won't discuss it and Kays won't discuss it now, but the parcel has to be somewhere.

wealdroam

deanmanchester wrote: »

Yes the returned goods note was in the parcel. The problem I have is Hermes won't discuss it and Kays won't discuss it now, but the parcel has to be somewhere.

I've told you why Hermes won't discuss it.

Perhaps it's time you wrote a letter to Kays.

unholyangel

Just to ask, who have you spoke to at kays?

In my experience, frontline staff tend to be unable to deal with any situation that wasn't covered by their training. (there are exceptions to this rule though).

If you haven't already, put your complaint in writing and perhaps highlight that it must have been their agent who collected the parcel as how else would anyone know there was a parcel to be collected - and if that was the case, I imagine you'd have had the real courier turn up by now to collect the item.

I presume (since you say it arrived at hermes depot) that the reference number is valid on the hermes site and not valid on yodels?