Returned Item switched in the post

skw1107

Hi
We purchased a laptop from John Lewis online but when we received it realised it wasn't suitable for our needs.  So within the returns period we printed off their returns label and took it to the Hermes collection point, following the returns process stated online.  
A short while after we received a random pair of boots in the post from John Lewis.  On enquiring they advised that the boots were returned to them but were not from them and that they were in the packaging that should have contained the laptop.  John Lewis are refusing to refund our money for the laptop and each time we call just open a new case and we start all over again.  
John Lewis are saying speak to Hermes, Hermes are saying not their problem and speak to John Lewis.  It seems someone has stolen the laptop either at the collection point, Hermes or at arrival at John Lewis.  We are very frustrated that we used John Lewis's recommended courier and yet don't seem to have any protection.  
What should we do to move this forward and get our money back?  We just seem to be going round in circles.  

Were_Doomed

I can guess the answer but I'll ask anyway - was there any weight information recorded when you dropped off the parcel? (I suspect a laptop would weigh more than a pair of boots).

What will have happened is that it'll be a labels misprint / misread ... someone else's vendor will be wondering why their customer has returned a laptop instead of boots.

Aylesbury_Duck

Did you boot up the laptop when you got it?

JL can't just disown the courier problem.  If Hermes was contracted by JL for the return, then the contract for delivery is between JL and Hermes and Hermes don't even have to engage with you if they don't want to.  Did you pay by credit card?  Perhaps it's time to get them involved.  JL should be able to match the code from the returns label they sent you to whatever scans Hermes made at the collection point and the depot.  That's their responsibility to chase, not yours.  It's possible the parcel was weighed when you dropped it off, so that might be evidence that it was a laptop and not a pair of boots.

Spank

Forget the weight, a pair of boots will be a huge package compared to a laptop.

Were_Doomed

Spank said:

Forget the weight, a pair of boots will be a huge package compared to a laptop.

Not necessarily - the box my latest laptop came in would fit a reasonable size pair of boots.

custardy

Spank said:

Forget the weight, a pair of boots will be a huge package compared to a laptop.

I once got a broken DAB radio in a shoe box that should have contained school shoes from John Lewis online!
So the boots may have been in the laptop box

neilmcl

Spank said:

Forget the weight, a pair of boots will be a huge package compared to a laptop.

Not really. A pair of boots on their sides will fit in most laptop boxes.

neilmcl

Aylesbury_Duck said:

Did you boot up the laptop when you got it?

JL can't just disown the courier problem.  If Hermes was contracted by JL for the return, then the contract for delivery is between JL and Hermes and Hermes don't even have to engage with you if they don't want to.  Did you pay by credit card?  Perhaps it's time to get them involved.  JL should be able to match the code from the returns label they sent you to whatever scans Hermes made at the collection point and the depot.  That's their responsibility to chase, not yours.  It's possible the parcel was weighed when you dropped it off, so that might be evidence that it was a laptop and not a pair of boots.

That's the thing though, even though JL pay for the delivery, it's up to the sender to actually arrange the return directly with Hermes themselves and whilst it's all set up to handle John Lewis specific returns, as they do with other sellers, I'd hazard a guess that the contract is between the sender and Hermes.

photome

Spank said:

Forget the weight, a pair of boots will be a huge package compared to a laptop.

I have had smaller items than laptops in bigger boxes than a pair of boots

Abbafan1972

photome said:

Spank said:

Forget the weight, a pair of boots will be a huge package compared to a laptop.

I have had smaller items than laptops in bigger boxes than a pair of boots

True, 4 face masks came in an enormous box from Superdrug, that could have easily fitted into a mailing bag and gone through the letter box. 

ThumbRemote

dinglebert said:

First time poster with story which stretches belief and then never returns.

It's 16 hours and overnight since they posted, do expect them on here pressing refresh every 30 seconds?