Hermes lost my amazon return

edited 5 December 2020 at 5:55PM in All Shopped Out!
7 replies 4.5K views
hxmz786hxmz786 Forumite
1 Post
MoneySaving Newbie
edited 5 December 2020 at 5:55PM in All Shopped Out!
I had returned an amazon parcel thinking it would be quiet straight forward. It had been two weeks I contact Hermes they say to contact amazon because they want to sort it out. Amazon take forever to reply and they say they can only send a refund when they receive the parcel. I track the parcel it says it’s been collected from the place I dropped it from. It’s nearly been 4 weeks and still no hope of getting that £400 refund. I tried contacting Hermes but the live chat is a bot which sends me to amazon, and when I call it’s a bot which tell me to go to amazon too. I have no idea what to do I can’t contact either of them. I am hopeless. 

Replies

  • MervynTMervynT Forumite
    4 Posts
    First Post
    This has just happened to me, does anyone have any idea on how to get a refund? 
  • RichardsondawnRichardsondawn Forumite
    7 Posts
    First Post Photogenic
    its gone to auction SCAM in Birmingham .. Watch Joe Lycett's  " Got your back" Channel 4 aired june 2020
  • EdrobhhEdrobhh Forumite
    1 Post
    First Post
    MoneySaving Newbie
    Had the same thing happen to me.  Ordered a £1000 surface pro and within minutes found it cheaper from microsoft direct.  Cancelled order but they dispatched 5 hours later anyway.  I received it checked contents were as ordered and returned per their instructions/return service with HERMES.  Hermes updates showed it was on it's way back but not delivered.  That was back at the end of July 2020.  I called them numerous times and I have been told numerous things - there has been a disaster with Hermes and packages lost, they have received it but it was waiting to be checked, it had been returned but no refund.  Then they changed their tune and sent me an email saying the item returned was not the correct item, that they had disposed of it and would not issue a return.  Numerous calls and emails followed where the customer service operatives all agree to a refund being due but it needed to be referred to a high value item team and then I get the same wrong item returned email response.  They can't enter into any other communication or provide any evidence as to what has happened.  The last time I called I managed to speak to a manager in the general customer service department who told me that I was wasting my time calling/emailing them and that someone in the returns department/high value department had sent and email on the account stating I had sent a pair of Levi jeans as my return???.  They won't tell me anything else or communicate further on the matter.  They say their say is final. Have raised it with Amex to make a claim and if that isn't successful I will make a claim though the courts.  I will never buy another high value item from Amazon.  Shop local.  Honestly can't think what I was doing buying it from Amazon in the first place - everything could have gone wrong and something did.  
  • sarah1972sarah1972 Forumite, Board Guide
    16.4K Posts
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    ✭✭✭✭✭
    I have just had to do a charge back on my credit card as Amazon say they haven’t received my £1400 return after 2 and a half weeks. 
    American Express were fantastic and are now dealing with it. 
    I'm a Board Guide on all of the Shopping & Freebies Boards & Competitions
    I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an inappropriate or illegal post then please report it to [email protected] (its not part of my role to deal with reportable posts). Any views are mine and not the official line of MoneySavingExpert.com
  • RiRi24RiRi24 Forumite
    1 Post
    First Post
    MoneySaving Newbie
    OMG! This has happened to me where Amazon have accused me of returning an empty parcel.When I confronted them and asked for evidence they refused to engage with me. They then asked for the tracking number of the parcel which I provided but then said they couldn’t trace it. I rang Hermes who were as much help as a glass cricket ball and told me to contact Amazon. The vicious circle continues and now I have taken to social media to vent my frustration. Whilst doing so Amazon contacted me asking for information and that they were willing to sort this out. That was on the weekend and nothing further has been sent. 
    I have contacted my credit card company to make a section 75 claim. I’m just concerned that I use my sons amazon account to order however pay for the goods using my own card. The invoice and parcel is in my name and delivered to the same address.  So that shows a direct relationship between the supplier (Amazon) and me the customer. 
    I can’t believe Amazon are such douche bags when it comes to customer service. I’m over £1k out of pocket but I’ll keep annoying them until they give in. 
    Has anyone been successful in getting a refund for a high worth value item?

  • sarah1972sarah1972 Forumite, Board Guide
    16.4K Posts
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    ✭✭✭✭✭
    RiRi24 said:

    Has anyone been successful in getting a refund for a high worth value item?

    See my post above yours, yes I have.
    I'm a Board Guide on all of the Shopping & Freebies Boards & Competitions
    I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an inappropriate or illegal post then please report it to [email protected] (its not part of my role to deal with reportable posts). Any views are mine and not the official line of MoneySavingExpert.com
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