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Return to amazon via Hermes lost or stolen

Posted 5th Jan 2021
Good afternoon guys, I wanted to ask you something, just in case someone has had the same problem.

A month ago with the 30% offer from the amazon warehouse, I decided to buy a ps4 pro like new. When I received it, it was in very bad condition, without a power cable and the dualshock did not work, so I decided to return it. When returning it the only options were through Hermes, so a carrier came to my house to pick it up. A couple of days later I received updates that the package was on its way back to the warehouse, and that was all I received.

After a month and several complaints through customer service since the refund was taking too long, a few days ago they responded saying that they could not refund my money because the box was empty. I have asked for more information regarding this and the only thing I get returned is :
"I've checked the details and see that we have received an empty package in the return. In this case request you to please check if you have accidentally returned empty box in the return package. If so request you to please check and return the correct item. So that we can check the details and assist you accordingly."

And they don't give me more solutions or information. I have asked them for proof of the empty box, the entire way back to the warehouse, but they don't tell me anything. This is very frustrating and I am already desperate.

I have done some research on the internet and I already contacted HERMES and they do not respond to me, they say that it is amazon that should contact them, I have also sent an email to jeff@amazon.com, but I still have not received a response. I have also contacted Monzo which is with the card I paid and is under investigation at the moment.

If someone has been through this and has been able to solve it, I would be totally grateful if they shared their experience.

Thank you very much in advance and have a nice day guys.

Edit: thank you all for your support, after several emails I finally got my refund. I leave you some useful emails just in case someone is in the same situation. Although in the majority I only got negatives and it was an executive from the Bezos team who finally helped me.

jeff@amazon.com

jbezos@amazon.com
uk-deliveryinvestigation@amazon.co.uk
customerservicesdirector@amazon.co.uk

primary@amazon.com


managingdirector@amazon.co.uk

ofm@amazon.co.uk
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Doesnt surprise me with hermes
25 Comments
  1. Avatar
    There was a discussion on here experiencing the same with higher value items .
    Edited by: "milkshake22" 5th Jan 2021
  2. Avatar
    I believe this is a common problem with amazon warehouse
  3. Avatar
    Doesnt surprise me with hermes
  4. Avatar
    Sorry to here that.
    Another high value item gone missing, not a surprise.
    Always opt for Royal Mail returns, as the item is weighed.
    Plus they tend to refund as soon as it’s scanned in a the post office.
  5. Avatar
    Email jeff@amazon.com the top customer service team will step in and should help you normally within 24 to 48 hours.
  6. Avatar
    I used to work in a next warehouse (next own hermes) we used to find parcels all the time from different companies! Could be anywhere that parcel
  7. Avatar
    bigwheels05/01/2021 18:30

    Sorry to here that.Another high value item gone missing, not a …Sorry to here that.Another high value item gone missing, not a surprise.Always opt for Royal Mail returns, as the item is weighed.Plus they tend to refund as soon as it’s scanned in a the post office.


    Yeah I always pick Royal Mail or UPS, the refund gets processed as soon as its scanned
  8. Avatar
    jpoolfitz05/01/2021 18:21

    Doesnt surprise me with hermes


    Yep awful company! I refuse to buy from a company if they use these clowns!
  9. Avatar
    fannychmelar05/01/2021 20:30

    I used to work in a next warehouse (next own hermes) we used to find …I used to work in a next warehouse (next own hermes) we used to find parcels all the time from different companies! Could be anywhere that parcel


    Next own Hermes? Can't find any online reference.
  10. Avatar
    kramvic05/01/2021 21:11

    Next own Hermes? Can't find any online reference.


    Im sure they do because we where on hermes contracts then we got moved over to next, sure they own a big share or own it
  11. Avatar
    I have used hermes drop off, using the local petrol station. You can do print in store (scan a code from an email on your iphone and it prints out the address label). I usually get a refund the same day.
  12. Avatar
    Helpful56705/01/2021 21:36

    I have used hermes drop off, using the local petrol station. You can do …I have used hermes drop off, using the local petrol station. You can do print in store (scan a code from an email on your iphone and it prints out the address label). I usually get a refund the same day.


    Literally just did this today and was refunded within hours. Must depend on the price of the item.
  13. Avatar
    Author
    eslick05/01/2021 20:20

    Email jeff@amazon.com the top customer service team will step in and …Email jeff@amazon.com the top customer service team will step in and should help you normally within 24 to 48 hours.


    I did it today, I'm waiting for an answer, thanks for your comment.
  14. Avatar
    Author
    bigwheels05/01/2021 18:30

    Sorry to here that.Another high value item gone missing, not a …Sorry to here that.Another high value item gone missing, not a surprise.Always opt for Royal Mail returns, as the item is weighed.Plus they tend to refund as soon as it’s scanned in a the post office.


    The only options available were through Hermes.
  15. Avatar
    fannychmelar05/01/2021 21:20

    Im sure they do because we where on hermes contracts then we got moved …Im sure they do because we where on hermes contracts then we got moved over to next, sure they own a big share or own it


    They don’t it’s owned by a German company.
  16. Avatar
    When I return anything , Amazon refund me as soon as the courier scans it . I sent something back today via Hermes and they refunded me as soon as I give it the shop keeper
  17. Avatar
    ashmac05/01/2021 23:15

    When I return anything , Amazon refund me as soon as the courier scans it …When I return anything , Amazon refund me as soon as the courier scans it . I sent something back today via Hermes and they refunded me as soon as I give it the shop keeper


    Wow never realised this and happened to me yesterday, instant credit to Amazon Gift Card, noice. I see the order is now "Return in transit" so I guess refund is reversible if the return doesn't fully comply.
  18. Avatar
    I normally use the online chat to ask for a RM returns label if possible.
    Edited by: "I_Wish" 6th Jan 2021
  19. Avatar
    I_Wish06/01/2021 19:01

    I normally use the online chat to ask for a RM returns label if possible.

    I do the same even though Royal Mail can be a bit slow, also the advantage of royal mail is when you take the parcel to the post office they weigh it and give you a receipt so if anything goes missing out of the box like what's happened in this discussion I have proof I never sent back an empty box.
  20. Avatar
    So the same thing has just happened to me with a paid of Jabra earbuds which were returned to Amazon brand new and sealed (by way of Hermes collection) and the retailer now reporting that they have received an empty box and can not process a refund.

    The frustrating thing here is that Amazon stated that Hermes was the only available option for returning the item in the first place!
  21. Avatar
    The same thing has happened to me with a £1799 laptop.

    I now regret buying is via Amazon and will not be using them or Hermes ever again.

    Amazon customer support is atrocious, and you get generic, useless return emails from their suggest method of appeal.

    Its scary and distressing to be in this position.

    Really advise high value items are brought else where after this experience.
  22. Avatar
    joe_websterTd308/02/2022 14:44

    The same thing has happened to me with a £1799 laptop. I now regret buying …The same thing has happened to me with a £1799 laptop. I now regret buying is via Amazon and will not be using them or Hermes ever again. Amazon customer support is atrocious, and you get generic, useless return emails from their suggest method of appeal. Its scary and distressing to be in this position. Really advise high value items are brought else where after this experience.


    Was it warehouse as well? Let me know if you need any help. I got mine sorted in the end.
  23. Avatar
    Same story, Asus laptop 1299 quid, returned via Hernes pickup, Amazon claims they received an incorrect item.
    @joe_websterTd3
    @David_V
    @travisbickle

    joe_websterTd308/02/2022 14:44

    The same thing has happened to me with a £1799 laptop. I now regret buying …The same thing has happened to me with a £1799 laptop. I now regret buying is via Amazon and will not be using them or Hermes ever again. Amazon customer support is atrocious, and you get generic, useless return emails from their suggest method of appeal. Its scary and distressing to be in this position. Really advise high value items are brought else where after this experience.


    Did you manage to resolve it? Timeline for mine -
    26/01 return book, 27/01 return collected, 31/01 Hemes tracking shows it delivered the parcel. Strangely I was handed a card with an 8 digit tracking code which now comes up as invalid. Still have the card.
    I'm beginning to think there is a pattern to this.
    Edited by: "raunak_l" 9 h, 17 m ago
  24. Avatar
    raunak_l01/03/2022 22:11

    Same story, Asus laptop 1299 quid, returned via Hernes pickup, Amazon …Same story, Asus laptop 1299 quid, returned via Hernes pickup, Amazon claims they received an incorrect item.@joe_websterTd3 @David_V @travisbickle Did you manage to resolve it? Timeline for mine -26/01 return book, 27/01 return collected, 31/01 Hemes tracking shows it delivered the parcel. Strangely I was handed a card with an 8 digit tracking code which now comes up as invalid. Still have the card.I'm beginning to think there is a pattern to this.


    Amazon Warehouse by any chance?
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