Please help! Have I just lost £500?

Fosterdog

Warwick_Hunt wrote: »

If the OP has put a returns label in I disagree. Most companies have a repackaging department where damaged packages are repackaged. They could easily identify who sent it or where it should be going by opening it. But then that's probably too much effort.

I do agree with that but let’s face it Hermes hardly have a great reputation. Even if they parcels turn up they may just sit in a warehouse for several months before even being looked at or opened. And even if they do open and identify the sender it still doesn’t change the fact that they technically have label for a different courier which could mean there is no contract for them and they may not have a legal obligation to return them, although morally they should.

Morally they should be bending over backwards to help considering the whole issue was caused by their failure to collect on the original date and everything since then has just been bad luck.

nicola8525

Warwick_Hunt wrote: »

If the OP has put a returns label in I disagree. Most companies have a repackaging department where damaged packages are repackaged. They could easily identify who sent it or where it should be going by opening it. But then that's probably too much effort.

Lol. Totally agree that it seems to be too much effort. I did have returns labels inside both parcels so they should be able to trace them back to me even if the barcodes don’t. Debenhams address is actually on the label too so they shouldn’t even need to open them.

Fosterdog wrote: »

I do agree with that but let’s face it Hermes hardly have a great reputation. Even if they parcels turn up they may just sit in a warehouse for several months before even being looked at or opened. And even if they do open and identify the sender it still doesn’t change the fact that they technically have label for a different courier which could mean there is no contract for them and they may not have a legal obligation to return them, although morally they should.

Morally they should be bending over backwards to help considering the whole issue was caused by their failure to collect on the original date and everything since then has just been bad luck.

Just to clarify, the parcelshop labels I’m talking about are Hermes labels. The only difference being I’m supposed to drop them off at a Hermes shop rather than have then pick them up.

Hermes took the parcels into their possession so whether they were paid for them or not they still have something in their possession which should either be returned to me or delivered to debenhams (at least in my opinion).

Also thinking about what you said earlier about their systems makes me think that Hermes do know they are somewhere. The tracking status of 2 of the codes says “address query” so I’m wondering (hoping!) they are somewhere in the wrong palace waiting to be sorted.

Thanks so much both for all your info.

arcon5

I've done this before btw. They opened a query up in the system and sorted it fairly quickly. Maybe less than a week

nicola8525

arcon5 wrote: »

I've done this before btw. They opened a query up in the system and sorted it fairly quickly. Maybe less than a week

Thank you - that’s really good to know you’ve had something similar fixed. Was it the retailer or Hermes that sorted it?

Fosterdog

Ah right, I didn’t realise that parcelshop was Hermes, in that case ignore everything else I’ve said, I was basing it on two unrelated couriers. You are right they must have a record somewhere and their systems will be perfectly capable of reading the labels properly.

nicola8525

Thought I would update this for anyone who may have a similar problem in the future.

After 7 months, a case with resolver and then with the retail adr, I have finally got my money back from Debenhams. Despite retail adr finding in my favour, it took a further month and a threat of court action before debenhams processed a refund.

Retail adr told me Debenhams were !!!8220;duty bound!!!8221; to go with the adjudication however it was disappointing to find out that retail adr do not have the power to enforce this and there was little they could do if Debenhams ignored the outcome. Thankfully though, they did settle in the end.

theonlywayisup

nicola8525 wrote: »

Thankfully though, they didn’t settle in the end.

I know that is a typo. Well done on the resolution and for updating the thread.