Retailer sending me back my Return

lildannys95

__________

Manxman_in_exile

What have JL said when you explained all the above to them?

Before deciding not to accept the item back, I think I'd check what JL wanted me to do...

jon81uk

Why did you just get a label from Hermes?
Did you contact John Lewis and ask for a return as per their policy? Returns & Refunds | Customer Services | John Lewis & Partners

You have no consumer rights in this situation as to cancel under consumer rights legislation you needed to inform John Lewis within 14 days of receipt and make it available for them to collect.

If you didn't contact John Lewis to tell them what was going on and that you wanted to return then I don't see you getting anywhere as you didn't make them aware you wanted to return in their time frame.

If John Lewis appointed Hermes to collect the item then you should never have contacted Hermes, you should have kept going back to John Lewis as they should have dealt with Hermes for you.

soolin

jon81uk said:

Why did you just get a label from Hermes?
Did you contact John Lewis and ask for a return as per their policy? Returns & Refunds | Customer Services | John Lewis & Partners

You have no consumer rights in this situation as to cancel under consumer rights legislation you needed to inform John Lewis within 14 days of receipt and make it available for them to collect.

If you didn't contact John Lewis to tell them what was going on and that you wanted to return then I don't see you getting anywhere as you didn't make them aware you wanted to return in their time frame.

If John Lewis appointed Hermes to collect the item then you should never have contacted Hermes, you should have kept going back to John Lewis as they should have dealt with Hermes for you.

Obviously only the OP  can answer why they choose Evri, but might they have found it cheaper than using John Lewis' own return system, although your link suggests that that option isn't actually available, as they only talk about collecting unwanted items themselves. 

'If the item is not damaged or faulty, we charge a collection fee of £29.95.'

sheramber

Having seen how Hermes handle ( 0r mishandle)  parcels ,  I wouldn't trust Hermes to deliver a tv.

TV are not covered by Hermes compensation.

diystarter7

OMG, that sounds like a nightmare. I'm glad we did not buy our TV, 75 Sony OLED from them a few weeks ago as we nearly did.

Jumblebumble

soolin said:

jon81uk said:

Why did you just get a label from Hermes?
Did you contact John Lewis and ask for a return as per their policy? Returns & Refunds | Customer Services | John Lewis & Partners

You have no consumer rights in this situation as to cancel under consumer rights legislation you needed to inform John Lewis within 14 days of receipt and make it available for them to collect.

If you didn't contact John Lewis to tell them what was going on and that you wanted to return then I don't see you getting anywhere as you didn't make them aware you wanted to return in their time frame.

If John Lewis appointed Hermes to collect the item then you should never have contacted Hermes, you should have kept going back to John Lewis as they should have dealt with Hermes for you.

Obviously only the OP  can answer why they choose Evri, but might they have found it cheaper than using John Lewis' own return system, although your link suggests that that option isn't actually available, as they only talk about collecting unwanted items themselves. 

'If the item is not damaged or faulty, we charge a collection fee of £29.95.'

I wonder who the Hermes contract was with as if I my understanding is correct only John Lewis can answer why Evri was chosen
Op says

I ordered a returns label via Hermes
but also says

 and that because its John Lewis own returns service via Hermes

MalMonroe

As jon81uk says, you really should have contacted JL about the return because Hermes/Evri is just the delivery service sub-contracted by JL. The retailer is responsible, not the courier.

In your position now, though, given that you can't go back in time, I would phone JL customer services and stay on the line with an adviser or supervisor or biggest boss they have until the matter is sorted to your satisfaction.

You should not have had anything to do with the returns service, other than telling JL you wanted to return the TV and preparing it for that return.

It's all on JL's shoulders.  

As per the information in the link from this very site (updated 14 Nov), you do have rights when ordering online but you may have to pay return delivery fees if there's no fault with an item.

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

John Lewis's page does state they will charge for returns -

 https://www.johnlewis.com/customer-services/returns?dt=returningAnItem-large-notWantedLarge

But I think their charges are a bit steep and I'd definitely want to haggle with them, especially as your 'return' seems to have turned into a bit of a boomerang.

Try appealing to their sense of fairness and desire to offer great customer service. 

Next time, buy from Richer Sounds - their guarantee is for six years and they have a fairer policy!