Hi everyone
I returned a faulty laptop (£1,349)(bad hinge) by using Hermes(only option provided) to Amazon on 19th March, and on 27th March, Amazon emailed me that they recieved a different item rather than the laptop. I called them immediately and started an investigation. Today they informed that they received "a teddy bear and blanket" instead of the laptop and insists that I return the laptop, otherwise they won't issue a refund.
I have 100% return the orignial laptop. In fact, I placed another order of the same laptop and it's with me right now. There's 0 reason for me to keep this faulty one. If you are about to comment on I'm being suspecisous, please don't comment. My mental health has been impacted by this greatly and I'm having constant panic attack.
I have tried to contact their CS, but all come back without any resolution and keep repeating they will investigate, but insists I need to send back the original item...
I cherish honesty and integrity more than anything else in my life and I will never commit any fraud or crime.
I don't know what else I can do, I have emailed managingdirector@amazon.co.uk and jeff@amazon.com and hope miracle will happen and they might step in to help me.
I do not want to ask Amex to start a chargeback yet as I heard amazon will delete my account if I do so... I can't imagine not being able to use Amazon... But I probabily will have no choice but do so next week.
Just a warning, if you are returning high value electronics to Amazon, please do not in any case using Hermes. There's a very high chance it will get stolen/switched.
Some quick search has returned multiple victims
Some are lucky, but some are not, and still struggling.
:
avforums.com/thr…31/
reddit.com/r/A…at/
forums.moneysavingexpert.com/dis…urn
forums.moneysavingexpert.com/dis…und
hotukdeals.com/dis…200
If you have any advice about what I can do to resolve this issue, please let me know and I really really appreciate it.
I returned a faulty laptop (£1,349)(bad hinge) by using Hermes(only option provided) to Amazon on 19th March, and on 27th March, Amazon emailed me that they recieved a different item rather than the laptop. I called them immediately and started an investigation. Today they informed that they received "a teddy bear and blanket" instead of the laptop and insists that I return the laptop, otherwise they won't issue a refund.
I have 100% return the orignial laptop. In fact, I placed another order of the same laptop and it's with me right now. There's 0 reason for me to keep this faulty one. If you are about to comment on I'm being suspecisous, please don't comment. My mental health has been impacted by this greatly and I'm having constant panic attack.
I have tried to contact their CS, but all come back without any resolution and keep repeating they will investigate, but insists I need to send back the original item...
I cherish honesty and integrity more than anything else in my life and I will never commit any fraud or crime.
I don't know what else I can do, I have emailed managingdirector@amazon.co.uk and jeff@amazon.com and hope miracle will happen and they might step in to help me.
I do not want to ask Amex to start a chargeback yet as I heard amazon will delete my account if I do so... I can't imagine not being able to use Amazon... But I probabily will have no choice but do so next week.
Just a warning, if you are returning high value electronics to Amazon, please do not in any case using Hermes. There's a very high chance it will get stolen/switched.
Some quick search has returned multiple victims
Some are lucky, but some are not, and still struggling.
:
avforums.com/thr…31/
reddit.com/r/A…at/
forums.moneysavingexpert.com/dis…urn
forums.moneysavingexpert.com/dis…und
hotukdeals.com/dis…200
If you have any advice about what I can do to resolve this issue, please let me know and I really really appreciate it.
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77 Comments
sorted byThere's a pattern here. it's always the high value electronics returned with Hermes. Someon in Hermes or Amazon must have found a loophold in the process and keep doing this to people and ruining people's lives. I think it's partial due to Hermes do not weight the package when shipped. (edited)
I had to return an iPad last week and the only option was Hermes. They lost the last 2 returns I did and it took weeks to sort out, low value items fortunately.
If you go on chat to Amazon they will allow you to pay for the return of the item yourself with your preferred courier and they will refund you the postage costs.
i know this doesn't help the OP now unfortunately but for anyone reading this, this is the way to do it! (edited)
hotukdeals.com/dis…329
It makes me think Amazon should really cut ties with Hermes.
I would suggest you don’t risk ordering any more high value items online.
Good luck getting it sorted out
Stories like the above made me super paranoid, so I filmed the whole process of demonstrating the fault, packaging the TV in the box, and sealing it up.
So I returned the TV - provably in packaging that they deemed to be sufficient - and then they claimed it arrived damaged due to insufficient packaging
Then they refunded me only 16% of the original cost of the TV because I had used it, and they refused to go any higher, so I asked for the TV back as I'd be better off trying to repair it myself. Then they tell me they can't because the TV was damaged so they'd already disposed of it, without checking with me first!
So I was pretty glad I asked them to provide the suitable packaging and videoed everything.
To cut a long story short, they ended up giving me a brand new TV for free.
Be a good story for BBC Watchdog to investigate- it’s obvious Amazon aren’t bothered this is happening.
Just an update on mine. Hermes confirmed to me they ‘lost’ it, everyone I spoke to at Amazon said don’t worry we will sort it within 24 hours. Never received anything as the days went by. Had enough by day 4 and sent an email to jeff@amazon.com. Had a reply from someone higher up and less than a day later I get a confirmation of the refund.
Yup this is happening more and more.
Always done what the post above me suggests. Offer cs to pay your own return postage and they refund. Even if you pay your own and they won't refund, better losing a tenner on postage than a grand on the goods.
Chargeback is your best move I reckon. Take the risk on a ban, but better than losing the £
Ordered a Laptop, i waited all day for delivery on promised day. No one turned up for delivery.
On contacting Amazon they insisted that driver was at given location. Obviously i checked with nighbours whom i trust fully.
Amazon refused to issue refund.
In the end i had to complaint to CEO directly. Who got it sorted.
Just goes to show the delivery drivers can be untrustworthy.
I will certianly raise this point if they contact me! To be fair, Royal mail has always been excellent, I haven't had a single parcel missing from RM.
You are clearly not familiar with how effective that email address is if you ever have any issues at amazon. You might want to keep a note of it, as you might need it one day
Got to be Hermes as they’ll drop off at the Amazon depot can’t see it being possible to open parcels and switch for a teddy before anyone spots you in the Amazon depot. I expect they’ll be cameras as well.
I usually buy these in the shops in person. But they are not open at the moment, and I had no other options. I will be returning to the shops once lockdown is eased. thank you for the concern. I will certianly stick to the shops in the future.
I didn't know I can do this! Wish I knew before I made my mistake of using Hermes... Thank yo for sharing!
Just include a link to this thread.
Yeah I've also noticed the same thing, in future I'll maybe look elsewhere for high value products.
@bcbcc I really hope you get a happy ending with your return, keep us posted
Amazon claim I returned an iPhone 12 Pro worth £1099 for my iPhone 12 return worth £849 - hotukdeals
Amazon returns are very dodgy now, especially for high value items. (edited)
Op sounds like it could be a Hermes employee who has maybe switched the items, look on eBay/Facebook see if anyone is selling the item nearby and maybe contact local Hermes depot and ask the question.
Either way I hope you get it sorted
I work in finance, and I don't want my name to be in the press if possible. Yes, I'm hesitating to contact Amex because I'm worried Amazon will close my account and cause lots of issues. I have filed a report on ActionFraud and hope it will help. I just called them again and mentioned this, I'm not sure if it will help... Apart from Amex, I think I have literally exhausted all the menthods I can think of...
As proof of returning the laptop, I weighted it myself before sending, it's about 2.5kg and I have a big "6-W" written on the box. But yearh, I can't proof there's a laptop inside. It's pretty much what I say agaisnt what Amazon says case... It's a really bad situation to be in. I hope my story will help people in the future to prevent this from happening.
Check out the articles on theguardian.com/mon…ney, doesn't look like you need to make your name known publicly.
I think it is a good idea. I might spend my eatser holiday writing my story and send it to bbc watch dog. I'm having constant panic attacks and anxiety at the moment and can't focus...
There's also that consumer journalist (Tony?) at thisismoney.
Thank you for the advice! I will look into this one as well.
I’m sure they would love to do a bit of Amazon bashing. There is also radio 4 Money box programme - they can take up financial issues directly with companies on your behalf and you can remain anonymous (ie they will not broadcast your name
bbc.co.uk/pro…box (edited)
What Jimbo said. Surely if this has happened, you will have lost all Faith in amazon. I get the issue is with Hermes, but the bond of trust is broken. I guess the panic attacks and damage to your mental health aren't as bad as you make out then if you are prepared to keep shopping with the company which supposedly caused them. Sorry, but you've lost my sympathy. I realise that may mean nothing to you, but some people really do have real panic attacks and mental health issues.
Good luck! I hope everything is ok for your return! I’ll keep my fingers crossed for you!
Btw, you can PM me if you need any help regarding this.
That one was resolved. Sorry that I didn't update in the post. After three attemps, royal mail delivered my return to the Jewllers and I received a refund. It is different, back in January, I bought a bracelet and due to it's not sitting flat, I had to return it. I got nervous when returning expensive stuff and seeking advise. Also, when it's expensive, I have a higher expectation.
I see. You had said you had an item worth £1k item was faulty, I was expecting it to be something like a broken laptop rather than a bracelet being returned because it didn't sit flat. (edited)
I dont know how to explain it. The bracelet is a bangle, when I put on the table, one side is higher than the other. and wobbles. I then checked the multiple reviews and the picture on the official website, and on those, they look complete even. Also, they shipped the baraclet in the wrong package. Would you return this if you were me? The bangle is in gold, and they packaged it in a box that's made for silver jewlery. (edited)
For that reason alone probably not, I wouldn't care a less how a bracelet sits on a table because that's not where I'd wear a bracelet. But then again personally I wouldn't be buying an expensive bracelet anyway so don't read too much in to my opinion. (edited)
That's good then. However I have a higher standard when it's fine jewelery. I actually found a picture. They also shipped the baraclet in a paper box which should be for silver jewlery.
I have done this. Let's see what happens, hopefully someone will reach out and help me out. Thank you for the suggestion!