Am I screwed ?

retrospek2009

I can't believe I may have just thrown 1400 pounds down the drain !

In December I ordered a MS Surface Book bundle from John Lewis. The bundle included the Surface Book laptop, a MS Mouse, Laptop Case and some pen tips.

The package arrived correctly but I changed my mind and decided to return the items. I used the John Lewis returns service through MyHermes. I put everything back in the original box (as they came) and MyHermes came and collected the item.

This was at the end of December. Up to now I still have not received a refund so called JL today to find out what was happening. Only to be told that in the box the only thing returned was the Laptop Case. All other items were not in the box !

So what do I do now ? From a MyHermes perspective it looks like they delivered the item and from a JL perspective it looks like I didn't return all of the items !

Clearly, someone has opened the box and stolen 3 of the items from the box and then sent on the remaining item !

This means I'm now 1400 pounds out of pocket. I've escalated to JL and they are going to speak to the courier - but it just looks like I've been dishonest when I haven't !

Has this happened to anyone else ? I really can't afford to be 1400 pounds out of pocket..

Thanks,
Mark

powerful_Rogue

Do you have the weight of the parcel recorded on any Hermes documentation?

dieselv2

MyHermes is a local courier who just scans a barcode isn't it?

martinsurrey

retrospek2009 wrote: »

I can't believe I may have just thrown 1400 pounds down the drain !

In December I ordered a MS Surface Book bundle from John Lewis. The bundle included the Surface Book laptop, a MS Mouse, Laptop Case and some pen tips.

The package arrived correctly but I changed my mind and decided to return the items. I used the John Lewis returns service through MyHermes. I put everything back in the original box (as they came) and MyHermes came and collected the item.

This was at the end of December. Up to now I still have not received a refund so called JL today to find out what was happening. Only to be told that in the box the only thing returned was the Laptop Case. All other items were not in the box !

So what do I do now ? From a MyHermes perspective it looks like they delivered the item and from a JL perspective it looks like I didn't return all of the items !

Clearly, someone has opened the box and stolen 3 of the items from the box and then sent on the remaining item !

This means I'm now 1400 pounds out of pocket. I've escalated to JL and they are going to speak to the courier - but it just looks like I've been dishonest when I haven't !

Has this happened to anyone else ? I really can't afford to be 1400 pounds out of pocket..

Thanks,
Mark

What have the police said (101, not 999)?

Capyboppy

I would say that as JL have used MyHermes as the courier then the responsibility with insurance lies with JL. MyHermes insurance is absolute rubbish normally, and not worth the paper it is written on unless you can prove you have receipts for all items sent. In your case you will have the receipt listing what you had received and was sending back. Was there any indication if the box was damaged or tampered with from JL? This would add weight to theft or damaged.

What an upsetting experience this has been for you. I would chase JL up stating that they are responsible to you as they are the retailer and choose which courier service they use. If they still try to fob you off, then a letter sent recorded giving them a week to respond else you will take further action is usually enough to get things rolling.

Do update us and I hope this is resolved quickly.

m0bov

I think JL might need to report the theft as its their laptop and their loss. The fact they did not contact you straight away means who ever opened it up at the other end could have nabbed it.

sheramber

Several years ago we ordered a blue ray plAyer from JL.

It never arrived

JL immediately sent a replacement and investigated with MY Hermes, the courier.

A year later a load of empty boxes were found dumped in a Homebase skip. One had our address on it so the police contacted to find out what had been in the box.

The trail led to a bloke who had 'acquired' the parcel among others.

He was charged and sentenced for the theft.

When MyHermes delivered the replacement player he told us that was the last week My Hermes were delivering JL parcels as 'too many were going missing'.

retrospek2009

Thanks all,

I shall see what JL come back with and keep this thread updated.

When I spoke with JL earlier they implied the return was at my risk. However, thinking about it I just followed the return instructions from JL and they even pay for the return so I can't see why I would be the person out of pocket.

It isn't like they say to return at your own cost using your own courier. Instead they say to book a return thru the John Lewis page on the MyHermes courier website they use and also I didn't pay for the return they did.

I'm really hoping a company like JL will 'come good' and realise I'm not a dishonest person and If I say I returned all items then I did !

Thanks,
Mark

dacouch

sheramber wrote: »

When MyHermes delivered the replacement player he told us that was the last week My Hermes were delivering JL parcels as 'too many were going missing'.

I had a JL parcel delivered by Hermes today.