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Hermes "lost" return item
GoodOmelette
Posts: 4 Newbie
Hi, looking for a little advice.
We received a faulty product from John Lewis that was an electronic product and didn't work.
We told them about it and they agreed to an exchange. As instructed by John Lewis, I organised the collection of the faulty product with Hermes. This was confirmed by Hermes, so I repackaged the item and attached the label as requested. This was a free returns service which I accessed through the John Lewis website.
The Hermes driver then came to collect the old package and took it away in the agreed time slot (between 14:00-16:00) that was organised.
They were wearing a Hermes jacket, they scanned the package and put a label on it and left.
An hour later (still within the time slot), a second Hermes person come the same day to collect the package that has already been collected! After we'd told him we'd already given the package to his colleague he left and we got a notification saying they were unable to collect the package.
Am now in a battle with John Lewis as they claim they haven't received the item from Hermes as per the notification.
I'm at a loss at what else I can do! Hermes DID collect the item (which was faulty!) and I no longer have the package.
Since then, the replacement item has been delivered by John Lewis.
What are my rights here? Does anyone have any advice?
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Comments
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Did the first person who collected the item give you a receipt with the tracking barcode on it?0
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No, but any time we've returned items during COVID-19 we haven't had that either so didn't assume anything from it.neilmcl said:Did the first person who collected the item give you a receipt with the tracking barcode on it?0 -
I've always had a receipt from Hermes whenever they've collected a return parcel.0
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What does it say when you use the tracking number you received on the email confirming the collection slot?0
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EDIT: You can see from the app screenshot that they booked two people to come and collect it.
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The fact that it's showing twice doesn't mean two people were coming to collect it.
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