Missing return to shoezone

Gemknee

Update..... The parcel in question was located this week and delivered back to shoezone, the refund will take 4-5 days, I'm very happy to say the least. 
I do not need to take any further action with this. 
Thank you all. 

I ordered online multiple pairs of shoes and slippers from shoezone at the start of December 2022.
 I'm disabled so getting out is hard. I kept some items but returned the unwanted ones due to bad fit and I thought the quality wasn't great, shoezone instructed me they only use evri for returns, so I went through the process and paid return postage, I got help to drop my parcel off at the parcel shop and have all tracking saying this.
This was on December 10th, the tracking shows it was picked up and then on the 13th it states 'on its way back to retailer' 
I waited 14 days for the refund to be processed as advised by shoezone. 
I contacted them again and they said its not been delivered and I am the one responsible to ask evri for compensation!? Is this right?? 
I would think that Shoezone would have a returns contract with evri meaning its their responsibility!? 
Evri don't seem like they are going to compensate me nor are shoezone! 
It was £590 worth of footwear that has gone missing, am I responsible for this?? 
I don't feel like I am as I can prove I handed it over and have evidence of this. 
Ive tried to understand the legal side but I feel I'm getting pushed from one to the other and I don't know what to do or where I stand! 
Please can anyone help? 

molerat

Looking at the returns procedure you have paid Evri to return the parcel at a discounted price so the contract is between you and Evri.

Aylesbury_Duck

Gemknee said:

Thanks, that is my worst fear, Even though shoezone are the 3rd party that directed me to use this service?
 I didn't have the return address in my possession. .. Only Evri  has those details through their contract with shoezone and I just printed it off as instructed.
Is evri liable to compensate me for this if they lost it? 
I can't believe this stuff happens! clearly evri has xxxxxx employees and a tracking system that's absolutely useless! xxxxxxxxxxxxxxxxx
It's making me physically ill, I can't take the stress.

A few points:

1. Amend your post.  Accusing a company of being staffed by thieves is defamatory, and if you speak to Evri like that in your communications with them, it's not going to help you get things sorted.
2. What was the exact process you went through to make the return?  Your first post suggested you sorted out the return yourself, whereas your second post seems a little different in that you printed a label they sent you.
3. You definitely paid your own money for return postage?  Are you sure, or was the pre-printed label also a pre-paid label?  The precise detail on this is important, and your case might hinge on it.

HillStreetBlues

As an add on to above post 3)
If you paid who did you pay? Is the transaction named as Evri or SZ?

As reading the post I expect the OP  bough the label (costing  £2.50) via SZ

Aylesbury_Duck

Gemknee said:

Sorry, I got bit heated writing that, how do you amend posts??
I went online and shoezone said they use evri to return items, so I got directed to evri website where I purchased a qr code for a label with the return address on, which I got printed of at the parcel shop.. I only entered the qr code, evri had all the return details already, I simply just paid what I was told to, sorry if I didn't make it clear first time, I've never used a site like this or been in this situation so I'm really finding it hard. Thanks again 

Use the little cog that appears in the top right of your post, although as a new user you may have limited functionality?

Thanks for the explanation.  I think (unfortunately) that molerat was correct to judge that you are the sender, and therefore that risk resides with you.  But I'm not entirely sure.  The trouble is, some retailers will direct customers to the courier even when it's clear-cut that the retailer is responsible for the return, so I wouldn't yet assume that Shoezone are correct in fobbing you off.

Sending that value of goods would normally make insurance a sensible option. Evri are not known to be easy to deal with with queries, so what I suggest is a twin-track approach where you chase Evri but keep on at Shoezone as well.  I'm not entirely clear that Shoezone have zero responsibility here, there seems to be a grey area where they only allow you to use Evri, have some sort of pre-arranged returns process with Evri, but the customer has to pay Evri.

sheramber

What do Evri ssy about the delivery- missing/lost or delayed?

Evri, like all couriers have been inundated with deliveries due to Royal Mail strike and there are many parcels not yet delivered.

Highlighted on BBC tv this morning.

It may still in a warehouse awaiting delivery.

Clive_Woody

Evri Stockport raid: Seven held after hundreds of parcels stolen

https://www.bbc.co.uk/news/uk-england-manchester-64220917

screech_78

I’ve had a look at Shoezone returns and they charge £2.50 to book a collection or to drop it off at a parcelshop. The link takes you to a page to print off a label and so I would say as this is a label provided by the retailer, that they are indeed responsible for the return. 

If they don’t play ball, I’d look at an LBA and small claims as it’s worth it for the amount involved. 

Alderbank

Don't stress over it.

Evri are quite disorganised and chaotic at the best of times, and the week or two before Christmas are far from the best of times. This winter every courier has been just crazy due to the perfect storm of huge numbers of parcels, driver shortages and Royal Mail strikes.
Some people believe it might be Easter before the enormous backlog of parcels is finally delivered.

Importantly, you have plenty of evidence that you returned the goods in the time specified by law. 

To be fair, Shoezone don't demand that you use Evri. You can return online purchases to any of their 400 shops. Not quite as convenient as your local Parcelshop but an option for the many people who don't like Evri.

Gemknee

Gemknee said:

I checked and the postage cost were to hermes from my bank so yes I did pay the courier charge, but as I explained I returned through the only option shoezone gave me to send the returns.
The quality of shoes wasn't great but I didn't say they were faulty so I had to pay for return as they were classed as unwanted, so I paid what and who they told me too!
Yes I believe I'm unable to change that post, I can't see that icon you mention! Sorry
Thank you 

Just to add to this... I have chased both shoezone and evri, shoezone say they won't refund until they get the goods and to chase evri for a refund/ compensation.

Evri have told me they conducted an investigation and its deemed 'lost' so I've been trying for a week to get a compensation form to at least try and start to get my money back!
I've had one reply stating to me to 'use your own process for lost /missing parcels'  
I'm in shock!

Aylesbury_Duck

As advised earlier, give them a little more time to find it and if they come up with nothing, send Shoezone a letter before action asking for your money back or you'll take all your evidence to small claims court.

How did you pay?  Your card provider might be able to help?