Returned Item Lost - Where Do I Stand?

markjjardine

I recently purchased some shoes online from Millets. When I received the shoes I realised that they were not suitable for my needs so I started the returns process. I repackaged the shoes and took them to my local MyHermes Parcel Drop Off on 10th April as per the returns policy. Over a week later I still had not received a refund so I contacted Millets to ask how long their refund process takes (this info was not in their FAQs) and I was told that I would have to wait for 21 working days after the shoes had been returned for the refund. I was asked not to contact them again until this time had elapsed. I left it for 24 working days (so as not to be too keen) and I have now been told that the shoes still have not been received and seem to be stuck in the Hermes system. I have so far been unable to contact Hermes to find out what is happening. 
Whose responsibility is it to chase Hermes? And if the shoes have gone missing, where do I stand? I am currently £50 out of pocket and I have done my part in handing the shoes over to a courier as per the request in the Millets Returns Policy. 

theonlywayisup

Who contracted the courier, you or Millets?

pink_pirlie

When you returned to my Hermes, they will give you a slip with the tracking number. Where does that state the shoes are? 

I returned some Dorothy Perkins items and they went missing. I waited as requested, then contacted DP, provided the tracking number given to me at the shop which showed when I had dropped them off and they were AWOL, and they refunded the clothes almost immediately. 

gettingtheresometime

pink_pirlie said:

When you returned to my Hermes, they will give you a slip with the tracking number. Where does that state the shoes are? 

I returned some Dorothy Perkins items and they went missing. I waited as requested, then contacted DP, provided the tracking number given to me at the shop which showed when I had dropped them off and they were AWOL, and they refunded the clothes almost immediately. 

I had a similar experience with a return to Mountain Warehouse using Hermes.

pbartlett

If you used your label to return the item then you have the contract with Hermes and you need to chase them

If you used their label, then they have the contract with Hermes and they have to chase them - furthermore the return in considered complete when you hand over the item to Hermes using their label.

markjjardine

pink_pirlie said:

When you returned to my Hermes, they will give you a slip with the tracking number. Where does that state the shoes are? 

I returned some Dorothy Perkins items and they went missing. I waited as requested, then contacted DP, provided the tracking number given to me at the shop which showed when I had dropped them off and they were AWOL, and they refunded the clothes almost immediately. 

I got the slip with the tracking number. the number I was given show as "invalid", but Millets somehow managed to access a different tracking number that shows that the shoes are with Hermes but nothing has happened with them since 16th April. 

markjjardine

theonlywayisup said:

Who contracted the courier, you or Millets?

I "contracted" them as part of Millets return procedure. As there was nothing wrong with the shoes, they are not required to provide a free returns label. I get that I might have to be the one chasing them, but my concern is that they appear to be lost in the system and I'm now concerned that I am going to end up out of pocket, even though Hermes are the courier that Millets nominate. I would not use Hermes under any circumstances, if the choice were mine. 

pinkshoes

markjjardine said:

theonlywayisup said:

Who contracted the courier, you or Millets?

I "contracted" them as part of Millets return procedure. As there was nothing wrong with the shoes, they are not required to provide a free returns label. I get that I might have to be the one chasing them, but my concern is that they appear to be lost in the system and I'm now concerned that I am going to end up out of pocket, even though Hermes are the courier that Millets nominate. I would not use Hermes under any circumstances, if the choice were mine. 

Ok... so if Millets did not provide a returns label, and YOU paid for and arranged the return, then it is up to YOU to chase Hermes for a refund as they have lost your parcel. 

If you arranged the courier, then the contract with the courier is between you and Hermes, not Millets.

You need to start the lost parcel procedure with Hermes.

the_lunatic_is_in_my_head

www.legislation.gov.uk/uksi/2013/3134/regulation/34/made

Reimbursement by trader in the event of withdrawal or cancellation

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or

(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.

Provide them with proof of return with the above information, if no refund within the 14 days then letter before action and small claims. 

markjjardine

the_lunatic_is_in_my_head said:

www.legislation.gov.uk/uksi/2013/3134/regulation/34/made

Reimbursement by trader in the event of withdrawal or cancellation

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or

(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.

Provide them with proof of return with the above information, if no refund within the 14 days then letter before action and small claims. 

Thank you very much. I will quote this if they don't respond favourably to my last email. Thank you

JHW1942

In socks, I presume.