Empty boxes

bluesam73

Partner ordered 2 pairs of trainers from an online retailer who we've since discovered don't have great reviews!  Trainers returned via Hermes with the parcel handed in at local shop. Have used this shop for returning many times with no issues. However, it has recently been taken over by new management. 

Email received from online company saying boxes returned but both were empty, packaging intact.  They asked for the Hermes proof of return, which we gave. They've now got back in touch saying they've contacted Hermes who say the parcel was below expected weight. Online shop have sent a photo of one of the supposedly empty boxes. They will not issue a refund. The amount is £100.  Obviously we did return the shoes in the boxes. Where do we go from here?  Trying to contact Hermes to see what they have for parcel weight but finding it impossible to get in touch about this as it doesn't fall into their categories in online chat or phone options.  Trainers were paid for with Visa debit, not credit card, but still possible to request a chargeback

Aylesbury_Duck

Any chance the local shop weighed the parcel and if so, can you ask them for the record?

bluesam73

Aylesbury_Duck said:

Any chance the local shop weighed the parcel and if so, can you ask them for the record?

I don't think they did. They usually just put them to one side but we shall go in later and ask. Thanks for the suggestion. 

mikb

For the Hermes and Collect+ items I've dropped off, none have been weighed or size-checked at point of dropoff. It's likely there's no record of weight/size until it gets to the first sorting centre local to the sender. Aside from that obvious hole, not all shops put the received packages in a secure place -- "just stick it over there with the others", so you now have a problem that it could be the shop staff, or a customer, or the driver, or ...

mattyprice4004

Was it taped up and packed securely? 
I've seen returns where there's one bit of tape (!) holding the box shut; if this goes ping it's bye bye contents. 

bluesam73

Thanks both.  We've since had a response from the shoe company.  We asked them to send us pictures of the returned packaging. They didn't send this, just one photo of a box in the background and the return slip.  They have "on this occasion issued a refund as a gesture of goodwill".   

Obviously happy to be receiving the refund but annoyed at the gesture of goodwill comment.   

To reply to Matty, the package was returned and sealed using that inner strip you get on some bags.  

mikb, yeah, it's quite a casual approach to the receiving of goods to return but never had an issue before. 

Like I say, good to have a refund but we've got trading standards involved in the hope this will help others in the future. 

mattyprice4004

Well that's a great outcome - I'm glad they refunded. 
It's good to make sure the case is raised with TS so they can pull them up if lots of stories like this emerge