Littlewoods - Little Help

Dazzle1965

My wife ordered a number of items from Littlewoods catalogue & Look Again catalogue on 9th May.

Both sets of items arrived promptly, but unfortunately non of the items were suitable, so returns were booked with the respective suppliers for 12th May.

Around lunchtime on 12th May, a courier came to the door saying he was here to pick up a parcel, or parcels. I asked him which company he was collecting for & he said something to the effect of "I don't know, but there are 14 items".

Between the 2 companies, we had 14 items to return, 1 parcel addressed to Littlewoods containing 9 items & 1 parcel addressed to Look Again containing 5 items. As the total came to 14, I assumed that he was here to collect both parcels, so I handed them over, signing the courier's machine a couple of times, but no receipts were given to me.

Later that day, a second courier called to collect a parcel, but I told him that it had already been collected.

After a couple of days, I checked both accounts to find that the Littlewoods return items had been booked back in, but the Look Again items had not.

We contacted both companies promptly to try to resolve this situation, Littlewoods advising to wait 21 days & Look Again advising up to 6 weeks, for the missing parcel to be passed between the 2 companies, as they both have procedures in place for this type of situation.

8 weeks later & the Look Again parcel is still missing. Littlewoods are telling us to claim against Look Again for the missing items & have told me to pass on an address to Look Again, for them to make direct contact. Look Again have said that they will not contact Littlewoods, as we returned the parcel to Littlewoods.

We have exchanged several emails with both companies on this issue, each time with a pass the buck attitude, which usually ends with something along the lines of "I hope this helps", or" if you require any further help".

As far as we are concerned, Littlewoods are at fault, rather than Look Again, as it was their courier that lied to me & had no authority to take the parcel with 5 items in, that was correctly addressed to Look Again. We have repeatedly asked for the name of the courier firm & the driver, as they will have a record of this from their own return, but thus far, they are not cooperating with us on this. Neither can we get a direct email contact with the returns department, which means that we will have to start writing letters & posting to them.

In the mean time we are stuck with paying Look Again for items that we returned in all good faith.

System

did you get a returns receipt for both parcels ?

sarah1972

Dazzle1965 wrote: »

signing the courier's machine a couple of times, but no receipts were given to me.
.

CHRISSYG wrote: »

did you get a returns receipt for both parcels ?

OP says no receipts were given

Dazzle1965

No, no receipts were given & the driver was in a hurry to get away.
Not being a regular user of mail order catalogues, I assumed that signing his machine was all that was required.
You expect these guys to know their job & who they are collecting on behalf of. Sadly, I was mistaken.
I think that the courier used by Littlewoods is Yodel, but I can't even get anyone to confirm that much.

Pun

Hermes handle returns for Look Again. Yodel handle them for Littlewoods. This information is clearly stated on their respective websites, so it's a bit odd you thought one courier could take both.

sarah1972

Pun wrote: »

Hermes handle returns for Look Again. Yodel handle them for Littlewoods. This information is clearly stated on their respective websites, so it's a bit odd you thought one courier could take both.

I must admit, I agree. It clearly states on Littlewoods that the courier is Yodel and it would have been there when the OP organised the return. http://www.littlewoods.com/web/en/delivery-options.page

It also clearly states on look again website that you must get a receipt.
When the Courier comes to collect your parcel you will receive a collection card with a unique 12 digit collection service bar code/number. THIS IS YOUR RECEIPT. Any missing parcel claims will not be valid if you do not have this receipt. If you do not receive a card quoting a collection service number, please contact Customer Services immediately.http://www.lookagain.co.uk/web/main/help.asp?cid=224

Mr_Singleton

Pun wrote: »

Hermes handle returns for Look Again.

Hermes?...... your screwed!

Nile

Hi, we move threads if we think they’ll get more help elsewhere (please read the forum rule) so this post/thread has been moved to another board. If you have any questions about this policy please email [EMAIL="forumteam@moneysavingexpert.com"]forumteam@moneysavingexpert.com[/EMAIL].

I’ve moved your thread from the ‘I wanna’ board to the ‘Praise, Vent & Warnings’ board, where it is better suited.

Regards

Nile

Dazzle1965

Thanks for moving the post.
I originally read a similar post regarding a laptop taken by the wrong courier, so I posted in the same section.
When it's seen in a more relevant section, I might get some suggestions from people that have had similar experiences with poor couriers

Tealblue

I spoke to my (excellent) Hermes courier when she collected some parcels from me today and she said the following:

- the courier wouldn't have a clue how many items are actually inside a parcel. They only know how many parcels they are collecting, so she couldn't understand where the '14 items' came into it
- Yodel barcodes don't scan on a Hermes handset, so only one item would have registered and you would only have had to sign once.

I'm sorry if this sounds unhelpful, but it is hard to understand what actually happened, given the above facts. Could explain, though, why you are being given the run around?

Dazzle1965

We're certainly being given the run around. We contacted both companies as soon as we realized what had gone wrong. We have emails proving that we were told to wait upto 6 weeks for the parcel to turn up & that procedures are in place to forward parcels on.
Now they are saying that there aren't any procedures in place & that we have probably waited too long to sort this out.
I agree with Tealblue, it is hard to understand what happened, as the courier shouldn't have been able to take the second parcel if he had followed company procedure correctly.
As for being given the run around, my head is spinning.