Amazon received hairdryer instead of £1300 laptop

arthurfowler

I received an email from Amazon earlier that they received a Remington Hairdryer instead of the £1300 laptop I returned. Instantly my heart sunk after remembering some posts on here a few months ago. 

I returned a laptop worth £1300 a week or so ago. It was bought through Amazon Warehouse with Amazon as the seller. The return was arranged through Amazon (Hermes), and they arranged a pick up the next day. 

The tracking was showing that it was delivered on Monday 5th April. 

Today I received an email saying that they received a hairdryer instead. 

I called straight away and was greeted by someone who instantly said 'is this regarding the return of the item xxx?' 'Please return the correct item, until then we cannot refund'. 

I explained the whole thing and he kept telling me to return the correct item, like a robot.

He then said I need to contact Hermes. I explained that Amazon arranged the return, but ok I will. I called Hermes and their automated lines just direct me with a recorded message back to 'Amazon' to deal with it. 

I called Amazon back and got through to the exact same guy. He then said I need an invoice from Hermes showing the weight of the item. I explained I cannot get through to them as they direct me back to Amazon. 

He then said I should go to a Hermes store. To which I explained I don't know of any Hermes stores?? I asked if he meant a drop-off point and he said yes. I explained there is no way my local supermarket drop off point is going to be able to get me an invoice for this. 

He said 'go to the store and get the invoice and then call us'. 

I have never experienced this level of aggression from an Amazon CS before. It was really disarming and concerning. 

I have no idea what to do really. 

pbartlett

Since Amazon arranged the courier back, they are Hermes's customer. You should therefore have no dealings with Hermes.

Once the parcel was in Hermes hands, the return was complete. 

Go to Action Fraud, report the crime (theft) and get a crime number. 

Call Amazon and tell them what you have done and give them the number if they ask for it.

If they still refuse to refund you, then if you paid by CC then start a S75 claim.

Also, find out if you can take action against Amazon in the small claims court - what is the correct legal address to serve papers on them. I believe it is

Amazon .co.uk
c/o The legal Department
1 Principal Place
Worship Street
London
EC2A 2FA

arthurfowler

Thank you so much for your help. Will do so now

arthurfowler

Just wondering also, as a consumer, how are you supposed to protect yourself from something like this? Even if you take photos, that doesn't prove anything. The crime could have happened with the delivery company or the retailer. 

How on earth do you even prove something like this? 

I'll certainly never buy a high priced item from Amazon again, but this is really worrying. 

JamoLew

arthurfowler said:

Just wondering also, as a consumer, how are you supposed to protect yourself from something like this? Even if you take photos, that doesn't prove anything. The crime could have happened with the delivery company or the retailer. 

How on earth do you even prove something like this? 

I'll certainly never buy a high priced item from Amazon again, but this is really worrying. 

Getting the parcel you sent weighed may have helped initially and having that weight recorded on your receipt

Sadly (?)- you probably wont even be buying a low priced item from them again.

They may close you account with them even though you have done nothing wrong

arthurfowler

JamoLew said:

arthurfowler said:

Just wondering also, as a consumer, how are you supposed to protect yourself from something like this? Even if you take photos, that doesn't prove anything. The crime could have happened with the delivery company or the retailer. 

How on earth do you even prove something like this? 

I'll certainly never buy a high priced item from Amazon again, but this is really worrying. 

Getting the parcel you sent weighed may have helped initially and having that weight recorded on your receipt

Sadly (?)- you probably wont even be buying a low priced item from them again.

They may close you account with them even though you have done nothing wrong

Unfortunately I think you are right. 

I use them all the time and it would certainly be a huge pain. 

I imagine I will have a black mark against my name or be banned completely for doing nothing wrong. 

I have raised a police report, contacted my credit card company and replying to Amazon's initial email. 

I am still dumfounded at the lack of any kind of willingness to look into this from the offset. 

I was thinking about the weight thing - as it's a collection, I don't see how this could have been weighed. Maybe a seal with a unique barcode could be added and if tampered, that shows something amiss happened. It's not fool proof, but could help. 

the_lunatic_is_in_my_head

Posters are often criticised here for using Hermes to post expensive stuff, it's a shame Amazon doesn't follow that thought process either, they once gave me a 1st Class Royal Mail label for something going back worth over £1000. 


Best thing to do with something expensive being returned is contact Amazon and ask for it to be collected by DPD or UPS.


OP worth a Google for "CEO email" and searching that site for Amazon, you might get a better response from a higher level of support. 

arthurfowler

the_lunatic_is_in_my_head said:

Posters are often criticised here for using Hermes to post expensive stuff, it's a shame Amazon doesn't follow that thought process either, they once gave me a 1st Class Royal Mail label for something going back worth over £1000. 


Best thing to do with something expensive being returned is contact Amazon and ask for it to be collected by DPD or UPS.


OP worth a Google for "CEO email" and searching that site for Amazon, you might get a better response from a higher level of support. 

Thank you. I have used Hermes a few times before and never really had an issue. I did have the chance to use DPD or UPS, but as the Hermes option was collection next day and the rep was organising it, I thought it would be ok. 

Not sure if it's relevant, but the courier called me 10 minutes before pick up asking if the package was large as he didn't have room in the truck. I said it's the size of a laptop, so not very large. 

Also, the item Amazon say was returned was listed in full with it's full product name. The courier could have opened and transferred items between parcels or staff at the Amazon warehouse could have. Just no way of knowing. 

What's most alarming is the complete lack of any benefit of the doubt. The blame and onus for everything was put solely on me from Amazon. They didn't even empathise or anything. It was just 'send us the correct item back'. I understand there are some scumbags who would do this kind of thing, but wouldn't that also extend to scumbags at Hermes or Amazon?

Ganga

arthurfowler said:

the_lunatic_is_in_my_head said:

Posters are often criticised here for using Hermes to post expensive stuff, it's a shame Amazon doesn't follow that thought process either, they once gave me a 1st Class Royal Mail label for something going back worth over £1000. 


Best thing to do with something expensive being returned is contact Amazon and ask for it to be collected by DPD or UPS.


OP worth a Google for "CEO email" and searching that site for Amazon, you might get a better response from a higher level of support. 

Thank you. I have used Hermes a few times before and never really had an issue. I did have the chance to use DPD or UPS, but as the Hermes option was collection next day and the rep was organising it, I thought it would be ok. 

Not sure if it's relevant, but the courier called me 10 minutes before pick up asking if the package was large as he didn't have room in the truck. I said it's the size of a laptop, so not very large. 

Also, the item Amazon say was returned was listed in full with it's full product name. The courier could have opened and transferred items between parcels or staff at the Amazon warehouse could have. Just no way of knowing. 

What's most alarming is the complete lack of any benefit of the doubt. The blame and onus for everything was put solely on me from Amazon. They didn't even empathise or anything. It was just 'send us the correct item back'. I understand there are some scumbags who would do this kind of thing, but wouldn't that also extend to scumbags at Hermes or Amazon?

No offence but which " Scumbags " do Amazon think carried out the theft and as you were first in the queue of the shipment you will be the first suspect with no way to prove who committed the theft.
As you stated you have read many threads on this site of similar things happening surely you should have sent this back by a different courier and paid for insurance ,yes it would cost you a couple of bob but for piece of mind and a £1300 dispute?

arthurfowler

Ganga said:

arthurfowler said:

the_lunatic_is_in_my_head said:

Posters are often criticised here for using Hermes to post expensive stuff, it's a shame Amazon doesn't follow that thought process either, they once gave me a 1st Class Royal Mail label for something going back worth over £1000. 


Best thing to do with something expensive being returned is contact Amazon and ask for it to be collected by DPD or UPS.


OP worth a Google for "CEO email" and searching that site for Amazon, you might get a better response from a higher level of support. 

Thank you. I have used Hermes a few times before and never really had an issue. I did have the chance to use DPD or UPS, but as the Hermes option was collection next day and the rep was organising it, I thought it would be ok. 

Not sure if it's relevant, but the courier called me 10 minutes before pick up asking if the package was large as he didn't have room in the truck. I said it's the size of a laptop, so not very large. 

Also, the item Amazon say was returned was listed in full with it's full product name. The courier could have opened and transferred items between parcels or staff at the Amazon warehouse could have. Just no way of knowing. 

What's most alarming is the complete lack of any benefit of the doubt. The blame and onus for everything was put solely on me from Amazon. They didn't even empathise or anything. It was just 'send us the correct item back'. I understand there are some scumbags who would do this kind of thing, but wouldn't that also extend to scumbags at Hermes or Amazon?

No offence but which " Scumbags " do Amazon think carried out the theft and as you were first in the queue of the shipment you will be the first suspect with no way to prove who committed the theft.
As you stated you have read many threads on this site of similar things happening surely you should have sent this back by a different courier and paid for insurance ,yes it would cost you a couple of bob but for piece of mind and a £1300 dispute?

My 'scumbags' comment was purely in general terms about people who would do this kind of thing. And if there are consumers who would do this, then there would likely also be others in the chain who could also do this. 

I don't agree that I would be the first suspect because I was first in the chain, as it could be anyone. But you're entitled to your opinion.

As mentioned, I have never had issues in the past with Hermes and there are bad reports with every courier. There are also bad reports for pretty much every retailer. As far as I am aware, as Amazon organised the return, it would be insured and they would be responsible. 

Thanks for your input though. 

arthurfowler

Little update. Per chance I checked my Microsoft account and the computer is still registered to me. I did reset to factory settings but it must stay registered until someone else starts using it. 

The last known location shows as India. 

Battery is showing as 0% so can't use find my device. However it allowed me to lock the laptop the next time it is turned on and apply a message to the lockscreen. 

Spoke to Amazon again and this time they say they will log an investigation. I imagine they still won't help, but hope the last location helps with any claim with my CC card etc. I realise it's not definitive proof. 

EDIT: Seems like India is the default location when the device is off and battery 0% after some googling.