John Lewis - Return Not Received

a1anm

Just after Xmas we returned a childs car seat to John Lewis that we purchased online. We used the free return provided by John Lewis. To do this we followed the process on the John Lewis site. This redirected us to MyHermes where the collection was booked.

MyHermes came and collected the parcel (it is a really big box). They didn't give us any type of collection receipt. I don't think they ever do?

The problem is John Lewis are now saying that they didn't receive the return and MyHermes are saying they have no record of the collection?

What can we do?

neilmcl

Have you checked your tracking number on the Hermes site?

fleshandbone

Did you get a signature/receipt from the collection person?

neilmcl

fleshandbone wrote: »

Did you get a signature/receipt from the collection person?

The OP said they didn't get a receipt.

fleshandbone

neilmcl wrote: »

The OP said they didn't get a receipt.

Oh yeah, silly me.
Thank you for picking me up on that point.

bris

Nothing you can do, you have nothing to back you up where as JL and Hermes deny your claim.


Hermes do give receipts, but this is where your problem lies. See if you can get the driver to back you up, it's a long shot but the drivers are usually the same in your area and he/she might remember if it was such a big box.

a1anm

Ok, thanks. We will try this.

We have had other things collected by MyHermes and have never been given a receipt. Not sure if our driver just doesn't; do this unless you make a point of asking him.

POPPYOSCAR

You booked the collection.

Are they saying they did not collect as arranged and if not why not?

neilmcl

a1anm wrote: »

Ok, thanks. We will try this.

We have had other things collected by MyHermes and have never been given a receipt. Not sure if our driver just doesn't; do this unless you make a point of asking him.

But you have a tracking number? Again, have you looked on the Hermes website?

a1anm

No, we don't have a tracking number. We booked the return, printed the label, and stuck it to the parcel.

We didn't keep a copy and didn't receive any email confirmations.

When we try to access MyHermes again via the John Lewis returns we just get an error saying it has now expired.

neilmcl

a1anm wrote: »

No, we don't have a tracking number. We booked the return, printed the label, and stuck it to the parcel.

We didn't keep a copy and didn't receive any email confirmations.

When we try to access MyHermes again via the John Lewis returns we just get an error saying it has now expired.

I've used the service myself but I can't remember but did you have to give your email address during the returns booking?

You could try searching my email address - https://www.hermesparcelreturn.co.uk/

EDIT: Just checked, and if you complete the booking correctly you will receive an confirmation email with your label attached. Have a look in your Junk folders etc, the sender is confirmation@hermesparcelreturn.co.uk