Amazon Return with Hermes!

GadgetGuru

Purchased a pair of AirPod Pro's as a gift but looks like the receiver has just purchased her own set so I returned the ones I had - still new sealed etc - all within a 7 day period.

Amazon accepted the return request and my only option was to have the item collected by Hermes - no drop off services to the Post Office etc unfortunately. 

So after 2 failed collection attempts (they just didn't turn up) and multiple chats with Amazon, a third collection attempt was successful. 
A card was left with a barcode etc as receipt. 

When I try to track the code on Hermes' website, it shows the two failed collection attempts and the one successful one, which is fine as I have proof of collection.

However, item was collected Monday 29th November, so over a week ago now, and the status just shows 'Item collected'.
It hasn't moved to the next status of 'Its on its way back' etc.
I'm wondering whether the person who collected still has it somewhere in their vehicle - being a smaller package and all??

Whenever I contact Amazon they just say the same script - we will issue a refund 3-7 days after receiving the item'.
My issue is I don't think they will receive the item since its been sitting on 'collected' for over a week now?

anotheruser

Have you said exactly that to Amazon?
Don't go in for a chat, try and email them.

Thrugelmir

Seems as if Hermes need a boot up the backside. 

RFW

Thrugelmir said:

Seems as if Hermes need a boot up the backside. 

Where I live I rarely have a problem with Hermes. The local driver is really good. I had a parcel being sent to another region and it's the same as the OP's, collected but with no updates. I've just had a refund. With Amazon returns, I suspect they go to a regional Hermes depot and they just dump them on Amazon at a mutually convenient time. I send stock to Amazon and it often gets tracked as turned away during the day and gets delivered in the middle of the night.

As far as Amazon go, I'd contact them again. I can't see how they were contacted initially. I usually get best results from live chat but if that's where the first comments were from then try calling them. After that I'd Tweet them and you'll probably get a better response.

Spoonie_Turtle

RFW said:

Thrugelmir said:

Seems as if Hermes need a boot up the backside. 

Where I live I rarely have a problem with Hermes. The local driver is really good. I had a parcel being sent to another region and it's the same as the OP's, collected but with no updates. I've just had a refund. With Amazon returns, I suspect they go to a regional Hermes depot and they just dump them on Amazon at a mutually convenient time. I send stock to Amazon and it often gets tracked as turned away during the day and gets delivered in the middle of the night.

Same here.  But I sent back a parcel a month ago (bought via eBay but drop-shipped from Amazon) which hasn't moved tracking from 'we've got it' - I don't know if it's the rubbish label the seller sent me or if Hermes really haven't moved it.  Thankfully the eBay seller refunded me anyway, so I no longer care, but I do wonder out of curiosity if it ever made it back!  I'd be much more worried if they hadn't refunded me, of course.

MalMonroe

I love Hermes!!  We have two regular drivers, Kay and Andrew.

But sometimes their tracker seems to get stuck and the item gets returned anyway.

I had something to return to amazon last week and it was collected on time and taken away and delivered back very quickly.

But I did have a problem last month when the barcode wouldn't scan and poor Andrew didn't give up and had to come three times in all before the correct barcode scanned with his machine. Once it had been collected nicely it was returned without any problem.  

I agree with RFW, contact amazon because they will sort it out. Eventually.

GadgetGuru

Thanks guys - I have been contacting them via chat.
I will try a phone conversation and see if I get any further - although it will be 2 weeks on Monday, which is their usual threshold anyways so will see what they say!

Thrugelmir

RFW said:

Thrugelmir said:

Seems as if Hermes need a boot up the backside. 

Where I live I rarely have a problem with Hermes. The local driver is really good. 

Any service experience is dependent upon the individual's providing it. Companies are staffed by people. There's the good, the indifferent and the cannot be bothered in every organisation. 

GaleSF63

IftiBashir said:

However, item was collected Monday 29th November, so over a week ago now, and the status just shows 'Item collected'.
It hasn't moved to the next status of 'Its on its way back' etc.
I'm wondering whether the person who collected still has it somewhere in their vehicle - being a smaller package and all??

Whenever I contact Amazon they just say the same script - we will issue a refund 3-7 days after receiving the item'.
My issue is I don't think they will receive the item since its been sitting on 'collected' for over a week now?

I've just had an item delivered by Hermes. The tracking said "We're expecting it" for a week and then suddenly it was delivered! Their tracking website is obviously not to be relied on and I hope your worry turns out to have been unnecessary, 

GadgetGuru

Finally received confirmation of refund by Amazon after pressing and going through to a supervisor! 
Hermes have clearly lost the parcel and Amazon still wanted me to wait another few days - its been 2 weeks already! Hence spoke to a supervisor (via online chat) who has issued the refund and told me that I can keep the item or dispose of it!! They still don't get that I've already sent it and Hermes have it somewhere! lol