Amazon return with Hermes - they won't refund

shapala

Hi all.

I needed to send an expensive faulty camera I bought via Amazon warehouse. Was 'like new' but was in awful condition with parts missing and camera wouldn't even turn on. So wanted to return.

Amazon provided QR code and sent it same day. Tracking has not updated for 2 weeks and just shows 'in Hermes network'. Was sent 5th April, looks to have been collected on the 6th and then on 15th it's status is then 'on way back to retailer'.

Amazon chat have flat refused to refund me until item is scanned at Dunfermline returns warehouse (and that's after speaking with a 'supervisor'). What's even more irritating is that I'm only about 45 mins away from there but don't think you can hand returns back. :mad:

Does anyone know what my rights are? It's an expensive item of over £800 and it was amazon who supplied the label so surely their responsibility once it's collected and scanned at local drop off.

I'm a biz seller on eBay and now that if I organise a return fora buyer and it goes missing, it's my responsibility and will need to refund buyer and take it up with courier over compensation. Surely that's what amazon should do in my case - it's not my fault with what's happened with Hermes since it was Amazon who supplied the label.

This is not the first issue I've had with amazon and returning an item so really makes me question what they're upto.

soolin

shapala wrote: »

Hi all.

I needed to send an expensive faulty camera I bought via Amazon warehouse. Was 'like new' but was in awful condition with parts missing and camera wouldn't even turn on. So wanted to return.

Amazon provided QR code and sent it same day. Tracking has not updated for 2 weeks and just shows 'in Hermes network'. Was sent 5th April, looks to have been collected on the 6th and then on 15th it's status is then 'on way back to retailer'.

Amazon chat have flat refused to refund me until item is scanned at Dunfermline returns warehouse (and that's after speaking with a 'supervisor'). What's even more irritating is that I'm only about 45 mins away from there but don't think you can hand returns back. :mad:

Does anyone know what my rights are? It's an expensive item of over £800 and it was amazon who supplied the label so surely their responsibility once it's collected and scanned at local drop off.

I'm a biz seller on eBay and now that if I organise a return fora buyer and it goes missing, it's my responsibility and will need to refund buyer and take it up with courier over compensation. Surely that's what amazon should do in my case - it's not my fault with what's happened with Hermes since it was Amazon who supplied the label.

This is not the first issue I've had with amazon and returning an item so really makes me question what they're upto.

If you used a label supplied by Amazon then phone them again and remind them of their legal responsibilities- Once you can show item has been returned (your partial acceptance shows a parcel having been accepted with their label) , using their return method, they cannot withhold the refund to you.

shapala

soolin wrote: »

If you used a label supplied by Amazon then phone them again and remind them of their legal responsibilities- Once you can show item has been returned (your partial acceptance shows a parcel having been accepted with their label) , using their return method, they cannot withhold the refund to you.

Yes, that's exactly what I thought. I'll call them later and update the thread.

maisie_cat

I have the same problem, returned a £150 warehouse item on 15th and chased Amazon who told me they'd refunded. I'm still waiting. When it was Royal Mail the refund appeared as soon as the parcel was scanned at the sorting centre. If hermes is the way that returns are being processed it will seriously reduce the public's confidence in Amazon returns.

shapala

maisie_cat wrote: »

I have the same problem, returned a £150 warehouse item on 15th and chased Amazon who told me they'd refunded. I'm still waiting. When it was Royal Mail the refund appeared as soon as the parcel was scanned at the sorting centre. If hermes is the way that returns are being processed it will seriously reduce the public's confidence in Amazon returns.

Yes exactly. When amazon agreed to the refund earlier this month via chat, I was only given Hermes as option to return. Told them that is not a good idea for such an expensive item but procedure is procedure and that was my only option. Frankly ridiculous imo. Yes, used to be far easier via RM and Collect+ and UPS for bigger and heavier items.

shapala

Please help, guys.

So, after 3 weeks of nothing and hermes still not showing item delivered, I contacted amazon by phone.

I got through finally to an 'investigative' dept. They have told me they will not refund since the item they received at the warehouse is not what they were expecting. The item they received is slightly different model but is what they sent me (it was a warehouse item but since the item wasn't much different I didn't question it upon receiving it).

I am quite furious and not sure what to do. I use amazon for my business so don't want to be banned if I take them to small claims.

What's even more ridiculous is that I told them I have the serial number of the camera so please send the item back - they can't and won't. Um, so they have the item and my money and still asking for the original order to be sent back to them (of which they have in their possession).

Sorry for long post but hope someone can help me.

molerat

How did you pay ?

shapala

Credit card. It was late December last year if that makes any difference? Because of work, I could only return it in April rather than December, or early Jan not thinking that would be an issue (which I believe it isn't if the item is faulty which is what it was).

custardy

shapala wrote: »

Credit card. It was late December last year if that makes any difference? Because of work, I could only return it in April rather than December, or early Jan not thinking that would be an issue (which I believe it isn't if the item is faulty which is what it was).

Eh? 4 months later?

soolin

Over 4 months after purchase and this is not going to be straightforward,e specially as Amazon say you have returned a different item.

The MSE guide here is not clear about what should happen:
https://forums.moneysavingexpert.com/showpost.php?p=41807104&postcount=11

and here:

https://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange/?_ga=2.60621421.1188613331.1555841558-2095940987.1551423534

Is 4months a reasonable time to report a damaged item ?