MyHermes Lost Parcel and Refusal to Refund Me!

P4TTL

Thank you, i have opened a complain on Resolver or something with JD explaining everything that has happened and that they're breaking CCR hopefully something gets done about it

will update when i receive a reply

theonlywayisup

Good luck and do come back if you have a result or more help is needed.

Make sure you have cancelled and make sure you upload the evidence of return.

P4TTL

Still yet to receive any reply from JD, recently spoken to Amy on Myhermes facebook page and she confirmed to me that MyHermes are the ones to deal with it and there has been some "confusion" with the contract changes between MyHermes and JD sports. Amy from MyHermes then sent me a claim form to fill out (2nd one) and assured me that she would get it sorted and has put a "special note" on my account making sure it gets sorted with this new claim form.

well 2 days later the claim form got declined (yet again) is there an ombudsman i can take MyHermes too? they're clearly clueless about who is suppose to deal with the lost parcel i have confirmation that it was collected but no confirmation that it got returned to JD and they can't provide me with any because it never got returned by them.

really just want my £80 back asap...hopefully before christmas but at this rate it doesn't look like i'll ever get it back -.-

theonlywayisup

Was the reason for declining the claim the same as before - that you were not the contracted party?

I can't see if you ever confirmed you have evidence of return (not delivery, just sending the item back)?

If you have, you are entitled to a refund (assuming you have fulfilled your cancellation obligations) within 14 days of the item being sent (not delivered, just sent from you).

The refund will be from JD. Do you have the evidence?

theonlywayisup

I think I directed you here before http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

Specifically this applies to you.

Your right to a refund You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.
A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop.

You do not have to evidence delivery, just the fact you returned them.

If you do have it, then you need to ask JD for a refund and quote the Consumer Contracts Regulations to them. If they don't respond or refund you need to send an LBA (letter before action).

Edit - I don't know how you contacted JD but it may also be worth using their social media. They are active on Twitter. The benefit of Twitter is that it is difficult for them to remove your comments. You are limited to 140 characters so draft something suitable and post it. @jdsportsfashion

timbstoke

If you used the link above to book through JD, then I'd cut Hermes out of the loop altogether. The product you bought from Hermes is listed as "JDS", and there's a JD logo on the page, so Hermes are clearly acting as an agent for JD in this case.

Go back to Hermes and tell them you ARE the customer, and JD are their client, since the service is contracted through JD. Then deal with JD and tell them you used their service, through their website, and therefore the non-delivery is their problem.

theonlywayisup

Sorry, I could have sworn I'd seen this question and it's reply……but I may have had another thread open.

How did you pay?

P4TTL

So i went through the email i got from Hermes when i registered to have it sent back and found this under the barcode section - Please note: Fees for parcel returns are charged by the retailer and not by Hermes

so Hermes i didn't pay Hermes it was a charge by JD to return the parcel to them?

I'm about to give JD a call in a minute as they're not bothering to answer my complaint and i really don't want to wait another 5 working days for an answer

P4TTL

theonlywayisup wrote: »

I think I directed you here before http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

Specifically this applies to you.



You do not have to evidence delivery, just the fact you returned them.

If you do have it, then you need to ask JD for a refund and quote the Consumer Contracts Regulations to them. If they don't respond or refund you need to send an LBA (letter before action).

Edit - I don't know how you contacted JD but it may also be worth using their social media. They are active on Twitter. The benefit of Twitter is that it is difficult for them to remove your comments. You are limited to 140 characters so draft something suitable and post it. @jdsportsfashion

Thank you! i spoke to jd's twitter account @JDhelpteam and they confirmed that i'm to be refunded after informing them about the CCR and linking wich. I will still be following up with my complaint for obvious reasons with JD as the service has been an utter disaster with mis information all over the place.

thank you all for the help will prob never order from them again

theonlywayisup

P4TTL wrote: »

Thank you! i spoke to jd's twitter account @JDhelpteam and they confirmed that i'm to be refunded after informing them about the CCR and linking wich. I will still be following up with my complaint for obvious reasons with JD as the service has been an utter disaster with mis information all over the place.

thank you all for the help will prob never order from them again

A result for you eventually. Poor show by Hermes and JD. Social media is very often a quick resolution, well done for persevering.