I just got an email from Amazon that my return of an £1300 Asus laptop to amazon were received as ‘empty’ box (only charger was found in box). I have sent them the laptop fully packaged! Given myHermes pick up were the only option offered I’ve chosen that which I now truly regret, does anyone has any experience with this and know what the process is like?
I only have the blue ticket provided by the pick up driver, sent both to Amazon but don’t know how can I further proof I’ve actually sent back the item? I have reported to police and send them police report and purchased the item with debit card, they still sending me same reply of email:
As we informed you earlier, we cannot issue a refund for this order until we receive the correct item. Please return it to us if you want to receive the refund. Thanks for your understanding.
Can I go to small claims court to get my refund or what is my option?? Please help
I only have the blue ticket provided by the pick up driver, sent both to Amazon but don’t know how can I further proof I’ve actually sent back the item? I have reported to police and send them police report and purchased the item with debit card, they still sending me same reply of email:
As we informed you earlier, we cannot issue a refund for this order until we receive the correct item. Please return it to us if you want to receive the refund. Thanks for your understanding.
Can I go to small claims court to get my refund or what is my option?? Please help
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How do you know that for certain? She's in pretty good nick for her age.
Hermes ? Investigate ?
That’s like asking the queen to run the marathon
Never gonna happen
Amazon were not even aware, they only found out when the other person grassed them both in to the police.
Shows how much Amazon care
"Derbyshire couple stole £100,000 of electrical goods, mobile phones, ear buds and clothing from the Amazon warehouse where they both worked picking and packing." (edited)
Hello Jeff,
My name is xxxx, and I ordered a Laptop from yourselves on <insert date here>.
I am concerned about my order #xxxx. The parcel received only included the charger in the box. Please ensure to complete your side of the sale we agreed on your site to post the actual laptop out to me please.
Alternatively please refund me for the sale and collect the charger that was received in the laptop box.
Cheers Hunny. x
The contract of the delivery is between Amazon and hermes to hermes won’t pay the customer anything
You’ll then be dealing with Executive Customer Relations and not frontline customer services. Do not contact Hermes. Amazon arranged Hermes so it is for them to chase. Not you. You’re not their customer.
After a bit of back and forth, you’ll likely be refunded in full. It’s a serious issue at Amazon that they don’t seem to be correcting. In future, make sure to send items by Royal Mail (as they are weighed at the Post Office) and then reclaim the postage from Amazon. (edited)
If you shop from Amazon Warehouse you see first hand how much of a mess Amazon's return process is (though, that's when a parcel makes it back safely).
Hope you get this sorted.
Because they collected the item under their agent that they instructed and if anything goes missing in the myraid of hands after collected that is not your responsibility.
The top selling part of Amazon and their USP was how good their customer service was.
Remove that then they become ten a penny online store and who really cares if you never shop with them again.
Certainly not worth £1300 to deal with their incompetence imo. I would of course follow the path of their complaints procedures enabling them to handle pointing out you sent and under their control they have lost. But they do seem, from all accounts, to be heading down hill fast of late. Could be worth reporting to trading standards. (edited)
You should of put it in an outerbox too that way no one can see what's inside mate.
1. Take a video of the entire boxing process, including handover to the Hermes courier.
2. Wait for amazon to say an empty box arrived.
3. Email customer services and get told there's nothing they can do until you return the laptop.
4. Email customer services about your video of the parcel being taken away and still get told there's nothing they can do until you return the laptop.
5. Post your video along with Amazon's responses on YouTube and tip off some news websites.
6 ...
7. Instant refund plus goodwill gesture as Amazon tries to limit the damage and pretend it's a one-off occurrence.
Really? Surely it will be highlighted 'charger only received'/'empty box only'?
I've never had an issue with DHL, they're excellent. RM Special Delivery is the gold standard for high value stuff though, even if it costs a bit more.
Hi, you should email managing director email address again, and hope someone from ECR replies. The account service team will not help you. At the same time, you should email Hermes CEO and request an investigation. You can use that investigation's result as your proof when requesting chargeback if it comes to that. (edited)
This happens so regularly that I suspect it's whoever processes it first at Amazon. Doesn't seem to matter who the returning courier is.
Yes this especially if you are sending it by Hermes
Also, I do hope you didn't just hand the Hermes guys a plain view laptop box? You did cover it with another plain box/ plastic bags etc?
It was collected by Hermes. This was the mistake.
Always try and use Royal Mail, drop off, the weight receipt will have the weight on the receipt.
Double pack so they don't know the item in the box.
Happens quite a lot this, very odd. Couriers are having the bits here.
Just want to add, don't understand the hate for Amazon over this. What are they supposed to do if they haven't received the item.
It is not the returns staff, believe me, they would not be able to get a laptop out of that facility. (edited)
Must admit I've worried about it myself, leaving a Hermes parcel at the side of a newsagents near the entrance with people coming and going (as happens in my local one). There isn't always someone at the till and I reckon it's easy to pinch stuff if staff aren't vigilant.
It was collected by an agent appointed, paid for and under instruction by Amazon - no?
Therefore to be a mistake then logically that is Amazon's mistake also.
Lets do the devils advocate.
You sell an item and send to a customer.
The customer rejects it (as their right)
You pay for it to be collected (i.e. now an agent under your employ and instruction controlling how it will proceed)
In collection that is one person to their van/carry to local logistics centre, down to another, might go awry on transit and go a couple of places enroute. Finally an empty package arrives back with you.
You have not received the item. The client returned in good faith and a huge question mark after the client passed rejected goods back.
Who is liable and responsible for following up where the issue lay here? who needs to prove that the item (when collected) was complete at that point and not defer it to what you received after collected by your agent (effectively under your instruction)?
In a situation where the client has genuinely returned should they be made to pay.?
Is it a suitable response to state at the end of the chain, whilst it could have gone wrong at many steps, we can do nothing?
and here lays the short - do you think amazon are not aware and capable of setting an agreement with their agents on high value items checking at the point of collection? rather have chosen not to for the cost and then blame (falsely) their customer without doing any due diligence but to fob it off.
Of course they deserve hate as its poor form and their once world class customer service is definitely in transition. (edited)
I never said anything about sending them the video.
I would get a special delivery through royalmail that covers you up to £500. I learnt my lesson to do that in future (they can cover more if you pay little more) but I am trying to recover this funds.
I`ve lost count of the amount of discussions started about lost returns to Amazon through Hermes. At least 2 a week.
Never return anything to Amazon through Hermes! Ask Amazon customer service you want a different option and they will let you choose your own courier and they will reimburse you the cost.
For the OP: You need to speak to Amazon CS and immediately ask for a supervisor. Normal CS agents are useless and are never any help. Demand to speak to a supervisor. You can also email jeff@amazon.com.
Hope you get it sorted!
Amazon email... "we received an empty box".. etc.... So clearly it's not always Hermes.
I got my money back in the end. I probably had slightly more grounds to argue than a Hermes pickup because parcel was weighed, however I do feel Amazon refunded me as goodwill gesture because it was still hard to prove either way.
Anyway, hope you get it sorted OP
I contacted the amazon chat service to return the item and they sent me email the hermes return slip and told me they would do pick up next business day. Didn't even know there was other option until I read on other threads that there was
This laptop was hard to find in stock, it was really good price for its specs for RTX 3070 graphics card. This is actually my second purchase for this laptop. I am still using the first one and my brother also really liked it and told me to keep an eye and order him one. So I bought one for my brother until he turned around and told me he no longer wanted it. (edited)
Doesn't matter. You followed their guidance and their processes. You were not party to defining them.
As above I would report it to trading standards (more of those occur the more amazon will be investigated on improving their processes)
Also in that "disappointed with our stance" ask them to explicitly explain how you return goods they have already collected and lost or is it that their stance that you are mistaken, lying and attempting to defraud them. As that is reasonably the only conclusion you can draw from highlighting the failures here coupled with the impossible task imposed that they will not address their issue unless you find out what happened after you returned the goods to their appointed agent as directed (by them) in good faith. (edited)
I know you are joking, but they are pushing people to do this to get their money back. Its sad that its come to this...
Yes thank you, I will wait and have a look at that if it doesn't work.
I tried to copy the email here that I wrote to them but HUKdeals deleted the comment. But the summary is, I restated that I put the laptop in the box and sent to you, did you investigate with Hermes? do you not have insurance in your posts with them? How can you prove the laptop is missing from the box, can you send me pictures? I don't want to go to court but if they keep accusing me of not sending the item, you are leaving me no choice to get my money back. I tried to be as polite and professional as possible...
No answer from them yet. I am giving some time..
agent checks tracking realises it says delivered and they will most likely refund
Good luck
It’s most likely Hermes at fault as you suspect. Ask Hermes to investigate it and pursue them for the loss. Good luck.