Missing John Lewis return

fluerrr

Hello, I’m hoping for some advice! I recently returned an item to John Lewis via the Hermes collection service. Great, very convenient!

However, a couple of weeks later they say they can’t process the return because the box was empty. I’m 100% sure I did not return an empty box. 

I try to query this with them and my emails are ignored. I get through to someone on the phone and am told that their Profit Protection team has closed the case and there is nothing that can be done. My only recourse is to contact the police. 

To me this seems completely bonkers, but I may be being naive! Not sure what my rights are here - if they accuse me of returning and empty box, it’s my word against theirs right?

 I’m completely baffled by this situation, and it really puts me off ever buying from them or using Hermes again…

Any advice much appreciated! I’m £200 down, so very keen to pursue…


TL:DR John Lewis are accusing me of returning an empty box and will not refund me. What can I do?

born_again

Who arranged return?

custardy

born_again said:

Who arranged return?

IME John Lewis supply prepaid labels

68ComebackSpecial

Do you have a collection receipt from Hermes and does it show the weight of the parcel?

fluerrr

Thank you for your help! I used the Hermes collection service - they supply a label. All I have from them is an email to say it had been successfully collected, no weight data unfortunately. 

sheramber

When you handed it oin to the collection point did you not get a receipt?

I get a printed receipt when I use the collection point, which shows a tracking number.

Manxman_in_exile

sheramber said:

When you handed it oin to the collection point did you not get a receipt?

I get a printed receipt when I use the collection point, which shows a tracking number.

I don't think there is any doubt that the package was delivered.  The problem is that JL are saying it was empty... 

fluerrr

sheramber said:

When you handed it oin to the collection point did you not get a receipt?

I get a printed receipt when I use the collection point, which shows a tracking number.

Yes, I did it through the (I think?) new system where they come to your door and you print out a receipt at home.  I have an email confirming they received it - just unfortunately no weight data!