Help with House of Fraser/Evri issue

ParkerJones

Hi,

I recently ordered a couple of items from House of Fraser, which were delivered to my house, a pair of trousers and a dressing gown.  However, neither items fit properly so I sent them back via Evri asking for a refund on the trousers and an exchange on the dressing gown.  A couple of weeks later I have received a size 20 woman's padded green coat back, with a note from House of Fraser saying that was the item they received at their warehouse and I would need to speak to whoever supplied it.  This was not the item I dropped off at the Evri parcel shop.  When I have contacted Evri the chatbot says that there has been an issue with the parcel and they are investigating, but to contact HoF for a refund.  HoF say the coat is what they have received and they have cctv showing this, although they won't share it with me, and so there is nothing they can do.  Consequently I am out of pocket and neither company will take responsibility.  Is there anything I can do?  Thanks 

the_lunatic_is_in_my_head

Sorry to hear OP, are you able to confirm if you arranged and paid for the Evri service of HoF gave you the label? 

Sounds as if the labels have gotten mixed up, did you apply it to the parcel or do the drop off places do this? 

ParkerJones

I paid for the return through the portal on the HoF website.  They then emailed a QR code which I took to the parcel shop to print the label and I put it on the parcel.

I think you are right that some label has got mixed up somewhere, it is just really hard to prove that I sent back the things I said I did.

the_lunatic_is_in_my_head

OP best thing to do is claim with Ervi, if they refuse to pay or cover the full value it's worth posting on this forum:

https://www.consumeractiongroup.co.uk/forum/183-postal-and-delivery-services/

They seem very clued up on tackling courier issues. 

jon81uk

the_lunatic_is_in_my_head said:

OP best thing to do is claim with Ervi, if they refuse to pay or cover the full value it's worth posting on this forum:

https://www.consumeractiongroup.co.uk/forum/183-postal-and-delivery-services/

They seem very clued up on tackling courier issues. 

The OP didn't pay Evri, they paid House of Fraser for the return, so I don't think OP has a contract with Evri. Their fight is with HoF.

the_lunatic_is_in_my_head

jon81uk said:

the_lunatic_is_in_my_head said:

OP best thing to do is claim with Ervi, if they refuse to pay or cover the full value it's worth posting on this forum:

https://www.consumeractiongroup.co.uk/forum/183-postal-and-delivery-services/

They seem very clued up on tackling courier issues. 

The OP didn't pay Evri, they paid House of Fraser for the return, so I don't think OP has a contract with Evri. Their fight is with HoF.

Good point I've never purchased from HoF so I don't know, does the money goes to HoF rather than them just having an Evri portal on their site for the customer's convenience?

tightauldgit

This seems to be a very common problem here now and I think the law is very clear - EVRI is acting on HOF behalf and as soon as they collect the item from you it becomes HOF's problem not yours. But we very rarely see how these things get resolved if at all, and if a seller digs their heels in and refuses to refund it can be very difficult to get anything back.

I'm starting to think the only viable option is to stop buying things online from companies that use EVRI as their courier of choice or who play silly buggers with refunds.  

If there is no protection for customers returning items then it's too much of a risk to keep dealing with them. 

jon81uk

the_lunatic_is_in_my_head said:

jon81uk said:

the_lunatic_is_in_my_head said:

OP best thing to do is claim with Ervi, if they refuse to pay or cover the full value it's worth posting on this forum:

https://www.consumeractiongroup.co.uk/forum/183-postal-and-delivery-services/

They seem very clued up on tackling courier issues. 

The OP didn't pay Evri, they paid House of Fraser for the return, so I don't think OP has a contract with Evri. Their fight is with HoF.

Good point I've never purchased from HoF so I don't know, does the money goes to HoF rather than them just having an Evri portal on their site for the customer's convenience?

I'll admit I've not bought from them either, but with other retailers its usually been that they take the fee.

jon81uk

tightauldgit said:

.

I'm starting to think the only viable option is to stop buying things online from companies that use EVRI as their courier of choice or who play silly buggers with refunds.  

I would also suggest not buying from Frasers group, so no HoF, no Sports Direct etc as they don't want to make things easy for customers.