Having a nightmare with Amazon

[Jakey Neverland]

I honestly could cry, I ordered a phone from them which was faulty. I was asked to return said phone and I explained I was away for the weekend and could I drop it off at the local Hermes collection place.

Now I have screenshots of the Amazon rep telling me to print their label and just to drop it off and get a receipt.

I did this and anyone who has ever used the drop off hubs know you get a little blue Hermes receipt with a bar code on.

Its been nearly 3 weeks now and the parcel is awol. It has completely messed up Hermes tracking me dropping it off as it says they tried to collect and would try again on the tracking (they never did any of that)

The only way the bar code I have on my receipt would match up with the tracking number on the parcel itself is if I had dropped it off, and it does. The receipt matches up with their posting label.

Today I have been told that the Hermes receipt is not a valid receipt and if I do not provide a valid receipt I will not get a refund. It is an expensive mobile phone so literally its 100's of pounds I am out of pocket.

I just dont know what more I can do at this point

[MarkUK]

Amazon are usually pretty good. I’m a little bemused by the “ the Hermes receipt is not a valid receipt “ line as surely that is proof that you dropped the parcel off?

[Floridarules]

Sorry to hear this, Did you use the Hermes label provided by Amazon when they authorised the return as This usually triggers the refund very quickly?

[Jakey Neverland]

This is exactly what I said, there is no way that bar code could bring up that parcel if it had not been scanned when I dropped it off. They need to speak to Hermes as that is the only UK receipt Hermes give.

[Jakey Neverland]

Originally Posted by Floridarules

Sorry to hear this, Did you use the Hermes label provided by Amazon when they authorised the return as This usually triggers the refund very quickly?

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Yes I used the one they sent me.

[wobblywibbly]

The Hermes receipt is scanned at the drop off place. I would suggest that they either didn’t scan the parcel first or didn’t scan the receipt before handing it to you. I can imagine this accidental action could make items of value disappear if they wished. ( not an accusation but it would be easy to do……)

[Floridarules]

Even if it wasn’t scanned at the drop off, the van driver would have and then it’s scanned again at the local depot.
I suggest live chatting Amazon back and explaining to them the issue.
I personally would not try to contact Hermes, they ‘contract’ is with Amazon and Hermes are awful to contact anyway.
Amazon are usually fab at sorting things out, they should sort it out.

[Jakey Neverland]

Originally Posted by wobblywibbly

The Hermes receipt is scanned at the drop off place. I would suggest that they either didn’t scan the parcel first or didn’t scan the receipt before handing it to you. I can imagine this accidental action could make items of value disappear if they wished. ( not an accusation but it would be easy to do……)

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When I type the barcode from the receipt into Hermes it links with the tracking number from Amazon though so they are def linked. The tracking has gone crazy on the Hermes system though as they apparently tried to collect, which they did not 3 days after I dropped it off.

The day I dropped it off it tracked that it had been dropped off, as I checked but its been overridden with the collection.

I am sure Hermes would be able to confirm this in the parcel history but there is literally no way to contact Hermes any more.

[MarkUK]

Hermes are a nightmare. Their customer service is non existent.

[Jakey Neverland]

Seems getting angry worked, I emailed the 3 email addesses I have been given this week. I gave them tracking links and explained clearly how Hermes receipts worked. I did say I wanted it esculated as I would be taking it further.

I have just received a refund email, thank goodness I felt so sick over it all but clearly its been reviewed by someone who can see I did everything I was told and have proof I did drop it off x