Hermes took my money - lost goods twice and no refund! How do I complain?

jon81uk

sheramber said:

jon81uk said:

Alderbank said:

Last week I returned an item to Amazon, the first time I have done it.

I clicked 'I want to return this item'. They sent a QR code to my phone and told me, like you, to repack the item and go to my local Hermes shop. There they scanned my phone, printed out a sticky label for my parcel and gave me a receipt with tracking info. Nothing for me to write, no decisions to make.
By the time I got home I had an email waiting saying 'Refund Confirmation. We've issued your refund for the item below. Your return is now complete.'

I was impressed.

I wonder why your experience was so very different?

In this case the OP is the sender of the item, it sounds like they sold something on eBay. This isn't about a return.

It was a return  I was returning goods. 

The OP does not seem to know where she bought it  but no mention of Ebay.   Yes the sale was through Amazon I think. 

Sorry the mention ofeBay was a typo, I meant Amazon.as they said the sale was through Amazon, but now found the other mention of returning something.

Alderbank

jon81uk said:

Alderbank said:

Last week I returned an item...

In this case the OP is the sender of the item, it sounds like they sold something on eBay. This isn't about a return.

One of us has misunderstood the OP's post beginning: 'More detail: I was returning goods.'

jon81uk

Alderbank said:

jon81uk said:

Alderbank said:

Last week I returned an item...

In this case the OP is the sender of the item, it sounds like they sold something on eBay. This isn't about a return.

One of us has misunderstood the OP's post beginning: 'More detail: I was returning goods.'

Yeah the confusion with them mentioning in a later post the sale was via Amazon.
I'm guessing they actually meant the purchase was via Amazon.

In which case if it is a return then as you say, Amazon usually order the pick up so they are the "customer" of Hermes, you just print the label and drop it off. I'd never pay for my own return to Amazon. If the OP used the label from Amazon, they need to contact Amazon.

Alderbank

Exactly. 
And the important point in consumer law is that once you hand over the goods to the seller's courier your legal responsibility ends. Additional charges, dimensions, insurance, how many times they lost and found it, they all become the seller's problem

sheramber

Since the OP says I think it was through Amazon could it have been a marketplace purchase direct from the retailer, which was to be returned to the retailer.

With Amazon you do not pay for returns. Any cost of a return is deducted from your refund.

It does sound as of it was purchased and delivered by a retailer.

Perhaps, to clarify the position,  the OP would tell us where the return was sent to and to whom?

Cheated1962

Yes was advertised on Amazon but bought directly from BE furniture - four garden chairs, so I was responsible for packing and posting the return. From comments seen no-one thinks I will get anything back, though at the least will chase the axcess paid for 'oversized' parcel - they had apparently already lost it! And then lost it again? I will never use Amazon again - too expensive!

Alderbank

Cheated1962 said:

Yes was advertised on Amazon but bought directly from BE furniture - four garden chairs, so I was responsible for packing and posting the return. From comments seen no-one thinks I will get anything back, though at the least will chase the axcess paid for 'oversized' parcel - they had apparently already lost it! And then lost it again? I will never use Amazon again - too expensive!

Er... you didn't use Amazon! You saw them on Amazon and liked them then bought them from somebody else instead!

As for 'too expensive', Amazon is far from perfect but what we are saying here is that had you used Amazon you could have returned them easily and safely and got your money back. Your 'less expensive' way has cost you not just your entire £200 outlay but the return postage and extra charges as well.

Edited to add: BE Furniture website says 'If you decide after receiving an item you wish to return the goods we will refund 100% of the sale fee but not the original postage fee (Standard postage £12.50 plus VAT).'

No help to the OP unfortunately but I don't think they can override your statutory consumer rights like that?

sheramber

You can ask Amazon to implement the Ato Z guarantee

Sending the return via a trackable delivery method protects you if a seller doesn't receive an item. If a parcel doesn't arrive, we can implement an A-to-z Guarantee claim. If you don't use a trackable method to return your item and the seller doesn't provide a refund, we may not be able to cover you under the A-to-z Guarantee.

https://www.amazon.co.uk/gp/help/customer/display.html?help_keywords=a+to+z+guarantee&search=true&nodeId=GV38326YW5JX9V9X&kwHidden=true&sprefix=&locale=en_GB&ref_=hp_articles_search_rd

A-to-z Guarantee

The A-to-z Guarantee protects you when you buy items sold and fulfilled by a third-party seller. It covers the timely delivery and condition of your items, and problems with returns. If you encounter a problem, you can report it to us. Our team will decide if you're eligible for a refund.

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