Amazon issue again

dekaspace

I have a return that seems to have gone missing, they keep giving me generic responses by live chat that basically say give it longer.

The issue is that 12 days ago a return was collected by Hermes and its not updating since it was picked up.

Amazon just gives me "most returns take around 14 days give it more time" I ask for clarifaction and try and explain about the item may be lost and get another "most returns take around 14 days" response

Then they tell me I have to contact carrier and get them to update, and I state its Amazons responsibility as they issued label, but they tell me I have to claim with courier if its been lost! I state thats incorrect multiple times and more "give it more time" then they disconnect me!

Fuming but not sure next steps!!

oldagetraveller

I have experienced similar on a couple of occasions. Hermes tracking showing in transit or words to that effect. It never changed from that even post refund.

After contacting Amazon it was explained that because the refund needed to be authorised by the seller when they have received it (not Amazon) it does take longer. However, if it's an Amazon sale, not fulfilled, I have found that a refund is very quick.
Hermes will tell you nothing if the return was arranged through Amazon and as you say, they generated the label. I think when I tried Hermes referred me back to Amazon.
I have also found that a Hermes drop off takes longer in comparison to a Hermes collection with regards a refund.

I don't think it's ever taken 14 days though, 10 maybe.