Jump to content
  • Tweets

  • Posts

    • Hello everyone! I have just stumbled upon this website and read through some of the topics. Unfortunately the thing that I was incredibly scared of happened: Hermes lost my package. I would like to ask you guys to help me. I have never been in this situation and I am really not sure what to do. So I wanted to return a laptop I bought on Amazon (worth £2000) using Hermes. As Amazon couldn't create a drop off label for the item they advised me to send the item back myself, after which they would issue the refund to me. (Also there was no option for them to print a hermes return label, which is weird). I dropped the item off at one of Hermes' drop off locations (ParcelShop) on the 2nd of October around 13:00. I have waited more than three weeks now and the tracking still hasn't been updated. It is stuck at "We've collected your parcel from the drop off point and it's on its way" - 3rd Oct 13:02. I have contacted Hermes regarding this issue and I got the following reply:  Thanks for getting in touch with us about parcel number ###. We're so are sorry that despite an extensive investigation, we haven't been able locate your parcel. We appreciate that this is not the outcome you were hoping for, however, we do offer cover to assist in this situation and we will happily support you through the process of making a claim. During our claims process, if your parcel is located, we will endeavour to deliver this to your recipient as quickly as possible. Our aim is always to complete all claims within 14 working days of receipt. https://support.myhermes.co.uk/app/ask Should you wish to submit your claim, please complete the following online form: https://support.myhermes.co...... Please note if you choose to refund your customer before this claim is finalised then you must do so at your own risk. If the parcel is located it will be delivered to the intended recipient and the claim will be closed Now I have submitted a claim but the maximum value that I can claim for was 999 (half of the original value) and also I didn't buy any insurance (because it tops out at 300 only...) so I am sure I am not eligible for a compensation (plus laptops are on the non-compensation list). So I am thinking about suing them for negligence and I would very much appreciate if someone could help me with this. Do you think I have a right for a full refund? After all they lost something that was mine. I feel like there must be a way to make them liable for this. Another question: amazon doesn't really want to help me, they tell me that it is Hermes's fault and they can't help me with the refund unless they get the laptop. I was told that if THEY issued the Hermes return label, they would have been able to refund me. But in this case I organized the return so they can't help me. But I am not sure if they realize that it was THEIR customer services assistant who told me to send the laptop by a choice of my courier (there were only two shipping methods for the return: me organising the whole shipping part myself or hermes home-pickup. First I opted for the latter but after waiting 5 days for them to collect it I contacted amazon where they told me they would cancel the refund process and I should send it by myself). Please help me guys, I am torn, I feel like my hands are completely tied here. Thanks for any help!  
    • If thats your driver, you must be bloody furious at the utter cobblers (referred) spun in the leave campaign then.  
    • This was my first (and last!) experience using Hermes to deliver a parcel. I learnt the hard way...    I posted a valuable item (my precious & perfect guitar) with Hermes that was delivered damaged. I paid for insurance and after an absolute nightmare getting in touch with them, then waiting 28 days, they said it is not covered.   However the recipient stated there is signs of rough handling to the package, therefore Hermes are still at fault. When I responded with this to them they replied:   ..."I assure you that any damage is not a lack of care from our couriers; they take great care of all our parcels in transit. Any damage done to parcels within our delivery process will have occurred whilst being sorted by the automated, heavy machinery within one of our large depots."   Surely this does not absolve them of liability?!   I sold my guitar on ebay for £265 and have had to refund this plus the £20 postage I paid in good faith that my guitar would reach the buyer intact.   I now am out of pocket and with my once pristine guitar damaged.   I am heartbroken about it, plus the stress it's caused, was only even selling due to being a new mum and not currently working, I could cry (well I have several times). Anyway was just looking for any advice re: attempting to take further cheers.
    • Pleased we can at least agree on that.  
    • I will await the final confirmation tomorrow I also attach the Draft Order, please can these be checked Andyorch and BankFodder before I submit these online tomorrow I of course will amend the details to add the names etc before I send this. In the Leicester county court Claim No. ... Before District Judge ……… Dated 23//10 20… Claimant/s Mrs XXXXXXX   and Defendant Goosedale Draft Order     IT IS ORDERED THAT: 1. . Pursuant to CPR 19.4.1 and CPR 19.2.2 (a) it is requested that a second claimant Mrs xxxxxx be added to this claim. It is desirable to add the new party so that the court can resolve all the matters in dispute in the proceedings. 2. The proposed amended particulars of claim be reserved Pursuant to Practice Direction 19 ( 2.1 ) ###### End of Order ######     Amended Particulars of claim for N1.   The claimant and second claimant joinder seek reimbursement of £7700 paid to the defendant on XXX date 2019 in respect of a frustrated contract for a wedding venue booked for the XX date 2020 and which was cancelled by the defendant as a result of implementing government restrictions in respect of Covid 19 Legislation.The principle claimant makes this claim pursuant to Contracts (Rights of Third Parties) Act 1999. The defendant has refused to refund the contract price. The claimant seeks £7700 plus interest plus costs.     N244_web_0818 COMPE.pdf
  • Our picks

    • Hermes lost parcel.. Read more at https://www.consumeractiongroup.co.uk/topic/422615-hermes-lost-parcel/
      • 49 replies
    • Oven repair. https://www.consumeractiongroup.co.uk/topic/427690-oven-repair/&do=findComment&comment=5073391
      • 49 replies
    • I came across this discussion recently and just wanted to give my experience of A Shade Greener that may help others regarding their boiler finance agreement.
      We had a 10yr  finance contract for a boiler fitted July 2015.
      After a summer of discontent with ASG I discovered that if you have paid HALF the agreement or more you can legally return the boiler to them at no cost to yourself. I've just returned mine the feeling is liberating.
      It all started mid summer during lockdown when they refused to service our boiler because we didn't have a loft ladder or flooring installed despite the fact AS installed the boiler. and had previosuly serviced it without issue for 4yrs. After consulting with an independent installer I was informed that if this was the case then ASG had breached building regulations,  this was duly reported to Gas Safe to investigate and even then ASG refused to accept blame and repeatedly said it was my problem. Anyway Gas Safe found them in breach of building regs and a compromise was reached.
      A month later and ASG attended to service our boiler but in the process left the boiler unusuable as it kept losing pressure not to mention they had damaged the filling loop in the process which they said was my responsibilty not theres and would charge me to repair, so generous of them! Soon after reporting the fault I got a letter stating it was time we arranged a powerflush on our heating system which they make you do after 5 years even though there's nothing in the contract that states this. Coincidence?
      After a few heated exchanges with ASG (pardon the pun) I decided to pull the plug and cancel our agreement.
      The boiler was removed and replaced by a reputable installer,  and the old boiler was returned to ASG thus ending our contract with them. What's mad is I saved in excess of £1000 in the long run and got a new boiler with a brand new 12yr warranty. 
      You only have to look at TrustPilot to get an idea of what this company is like.
        • Thanks
      • 3 replies
    • Dazza a few months ago I discovered a good friend of mine who had ten debts with cards and catalogues which he was slavishly paying off at detriment to his own family quality of life, and I mean hardship, not just absence of second holidays or flat screen TV's.
      I wrote to all his creditors asking for supporting documents and not one could provide any material that would allow them to enforce the debt.
      As a result he stopped paying and they have been unable to do anything, one even admitted it was unenforceable.
      If circumstances have got to the point where you are finding it unmanageable you must ask yourself why you feel the need to pay.  I guarantee you that these companies have built bad debt into their business model and no one over there is losing any sleep over your debt to them!  They will see you as a victim and cash cow and they will be reluctant to discuss final offers, only ways to keep you paying with threats of court action or seizing your assets if you have any.
      They are not your friends and you owe them no loyalty or moral duty, that must remain only for yourself and your family.
      If it was me I would send them all a CCA request.   I would bet that not one will provide the correct response and you can quite legally stop paying them until such time as they do provide a response.   Even when they do you should check back here as they mostly send dodgy photo copies or generic rubbish that has no connection with your supposed debt.
      The money you are paying them should, as far as you are able, be put to a savings account for yourself and as a means of paying of one of these fleecers should they ever manage to get to to the point of a successful court judgement.  After six years they will not be able to start court action and that money will then become yours.
      They will of course pursue you for the funds and pass your file around various departments of their business and out to third parties.
      Your response is that you should treat it as a hobby.  I have numerous files of correspondence each faithfully organised showing the various letters from different DCA;s , solicitors etc with a mix of threats, inducements and offers.   It is like my stamp collection and I show it to anyone who is interested!
        • Thanks
        • Like

Amazon - Not sure where to turn? Incorrect Item/Replacement - Refund..

Recommended Posts

Good Evening,


 I am looking for advice on where to turn next, as I have been trying for a few weeks to get a refund from Amazon, who are not

 actioning my request.


I don't know where to turn now, I was thinking of going to my Credit Card issuer and trying the Section75 route, but i'm not sure if that is applicable in my case? Or if there is something else I should try first.


Below is the issue;

 August 7th - I purchased an item (Item#1) - Expensive £634


August 10th - Item arrives. Inside the box (of the 'right' item) was NOT the correct item.

Immediately got on to Amazon Chat and spoke to a CustomerService rep, who I explained to that inside the box was not what was expected, I explained what WAS in the box, and he said he was sorry, he will order a replacement. And to send back the incorrect item.

I closed up the box, taped it back up, and immediately went to the post office to send it back.

I have the tracking number which shows the date and time I sent it, and when it was received by them.


August 12th - Tracking says Item#1 received by Amazon at SDC.


August 13th - replacement item (Item#2) arrives.

_ Now, ridiculous as it may be, I did realise in this time that the item I purchased would not be suitable for what I wanted, as I didn't have the means to power it. So I decided I would return this item.


August 15th - I went through normal Amazon return process to return this item. And returned it that same day.


August 19th - Item#2 return received by Amazon SDC.


Also on the 19th, I receive an email from 'Account Specialist' (no name) regarding Item#1, advising they had received a 'different item'  and that I had 'repeated problems with returns on my account'. And to reply to that e-mail to 'appeal'.

I've never returned anything before, an RMA for a mouse is all I can remember EVER returning, and I don't think that was even with Amazon. That was about 6 years ago.

I reply to the e-mail, asking WHAT 'repeated problem returns' they are on about?
And the fact the item IS incorrect, as that is why it was returned... 


Sept 3rd - I receive this response from said 'Specialist' email.


Thank you for writing to us. We contacted you so we could better understand the activity on your account.
Your comments and suggestions will help us improve and offer better service to our customers.
If you have any order- or account-related concerns, please contact our Customer Service team via the link below:


I go on the chat to ask what this means, they don't know and tell me they're 'awaiting the return of the item (Item#1) - please reply to the 'Specialists' email (which I had.) All the e-mails are messed up and all over the place, as Amazon use a different e-mail EVERY time they send one. i've found it hard to track them.


forward a little bit further, I receive another e-mail from the 'Specialist'


Sept 16th - Email from 'Specialist'


The email you received on 19 August, 2020 was sent to you in error. You may disregard that email.
We are sorry for any inconvenience this has caused. Your account remains active and you are still able to place orders.
If you have any order- or account-related concerns, please contact our Customer Service team via the link below:


EH??? So what does this mean? Nothing apparently,

go back on chat with Customer Service and they just say 'Sorry can't do anything we can't action a refund and no idea what is going on'.


Sept 16th - I get email from Customer Service (not 'Specialist')


This is *NAME* from Amazon customer service.
I've checked our records and your return hasn't been processed yet. Our returns department will submit your refund once the returned item has been scanned and processed at our Fulfilment Centre. Once an item is returned to the Fulfilment Centre, refunds are completed within 5-7 business days. Please note, international returns will take longer to be returned.

If you returned this item by recorded delivery we may be able to speed up the refund process. Please reply to this e-mail with your Amazon.co.uk order number and tracking ID.

Once the return has been verified, we can issue a refund to the payment card you used for this order.

Once you've received a confirmation e-mail from us, you can view completed refunds in Your Orders: https://www.amazon.co.uk/your-orders, by selecting "Order Details" . Please allow your bank between 5-7 business days to process it.

We look forward to seeing you again soon

Warmest regards,


I reply, with the tracking and order number.


Well, it goes nowhere because you can't reply to customer service emails!!

send THAT email AND my response to the 'Specialist' email. No response thus far.


I go on Chat Again, they do the same spiel and don't look at anything, don't want to know anything, just say 'Can't do anything, have a nice day.'


Now, some may be wondering - Why don't you just ring them!?

- Well, I can't use phones easily.

I am hard of hearing and REALLY struggle to understand people generally, let alone on the phone.

Now factor in ringing Amazon.

The line is terrible, with someone speaking hard to understand English the other end of the phone. Good luck to me!


on one of the emails a little later on, someone said

'Please ring us to sort this issue as we are unable to action the refund through chat, as we need to do security checks which we can only do through the phone.'


Sept 30th - I go on the Amazon site get Amazon to call me, after persevering with trying to understand the woman the other end, essentially saying 'Can't do a refund reply to email' - then hangs up on me.


I get them to ring back again.

A different Customer Service rep this time, exactly the same answer please go on hold I will get my supervisor - 6 minutes later, hangs up.


Now, unexpectedly, that second guy actually e-mailed with a follow up about 30 minutes later!

Not that useful mind.

But still.



This is *NAME* from Amazon Customer Support. Hope you're doing great.

I am sorry the call got disconnected due to system issues.

Upon checking the order ############ our returns team have confirmed that we received a different item from your side
though the reason for return was defective.

We will not be able to take any action from our side.

If you have any further queries please contact us. We'll be more than happy to assist you.

We hope to see you again soon.
We'd appreciate your feedback. Please use the buttons below to vote about your experience today.



Now... I thought, right so, what?

The original person put it down as 'defective' and i've said over and over it was an incorrect item? because of THAT I am not getting a refund??


I ring up again, explain what has just happened, woman on phone just says 'oh i'm sorry but let me check for you, oh i can't action anything my end.'


I then go on twitter

- simply saying So what is up with no help from customer service then Amazon? to their amazonhelp twitter.


I actually got a reply, and a PM from them - they gave me a form to fill in.


From that I got exactly the same Customer Service reply as before.

Even after explaining ALL of this.

They just ignore all of it.

And copy and paste a standard



I don't know what to do.

I'm completely lost and don't know how to get through to what surmounts to *as many insults as I can here* of Amazon customer service people.


Anyone know where I can go from this?

What can I do?


Try Section75?

Or chargeback?

Or some other solution?


It was done on Mastercard, It was through Amazon, not marketplace or a third party seller.

Or am I missing something.

Link to post
Share on other sites

It appears all formatting has been lost in the post?? And I can't edit it at all to get it back, or

make it easier to read. So not sure what has happened there. 🙄

Link to post
Share on other sites

It's probably a good thing that you are not doing things on the telephone because we wouldn't have any record of your conversationalist because presumably you are not recording your calls. Read our customer services guide.

I hope you have retained records or copies of all the online chats which you have had. This will become very important.

Clearly Amazon are in a mess. You have been referring to everything as item number one an item number two. This is getting confusing for us – as well as Amazon. Please can you tell us what these items were – unless it's something so dreadfully personal that it embarrasses you.

I suggest that you send Amazon an SAR. Do it immediately. You will find that they get confused by that as well – and may not respond to the SAR correctly – but at least you have a paper trail of having tried to deal with it and if they do breach the SAR rules, that gives you an extra piece of leverage over them.

I think that you found that trying to communicate with Amazon is simply confusing and difficult and so I expect that the only way to attract their attention will be eventually to issue legal proceedings for the return of your money. Once that starts, they will probably make sure that your file gets to a human who is able to look at it all in one piece rather than this jigsaw of people looking at the jigsaw of your account history which is what is leading to the confusion.

Would you be prepared to threaten and then to bring a small claim in the County Court? It's very straightforward that you need to know the steps and by reading around on this forum about taking a small claim in the County Court, you will understand how to do it. And of course we will help you all the way.

I'm afraid that although this may sound like an extreme step to take, it seems to me that you have tried your best to communicate with them and things are becoming more complicated. The only way to bring everything to a halt and to get somebody to assess the situation and to look at the problem in its entirety will be to bring a small claim.
If you brought a small claim, your chances of success on the basis of what you say will be better than 95%

Link to post
Share on other sites


 Thanks for the reply.

Yes it does look confusing, especially without the formatting I did which has all been lost and I can't edit it back in (no chance to edit the post?)

I thought I made it quite straight forward.

The 'Item#1' and 'Item#2' are simply because they're the same thing, a GraphicsCard(GPU) that was purchased.
Item#2 supposedly was received as I got a message on the message centre saying so and the refund will be processed

in 5-7 days. So Basically after the 19th of August Item#2 becomes sort of irrelevant.

Most of it is about the first one I received and sent back.


I am just reading through the small claims and SAR, I'm going to struggle a lot with a court route due to serious anxiety issues and it isn't

helping just thinking about it to be honest.

The SAR is looking complicated but i'll try and get that sorted out today, just to clarify however. By sending a SAR, what is that going to

actually achieve other than (likely confuse the hell out of amazon) getting the data they hold on me? Or is it a way of getting to a person?


Strictly speaking, reading through the SmallClaims through CC, the 'Pre-Action' protocol, if I am able to get it seen by a human then I would

have thought that would be all that is needed I would hope. As I don't see this as THAT confusing - it all boils down to the original person

putting the return as 'defective' but it was an incorrect item. But very strange.


Thank you very much for your help so far,


Link to post
Share on other sites

There is no way of getting to a person. Even if you reach a person, they will simply read the file and the file notes left by the last person. If you then have to phone again, you will end up speaking with a different person who once again will read the file notes.

The SAR hopefully will obtain disclosure of the entire paper trail that they have which will give you a better understanding of what has happened and will give you more power if and when you decide to take legal action.

The SAR is not complicated. Simply follow the SAR link and use that template and make one or two alterations that you think you need to make and then send it off. Send it off by recorded delivery.

It would still help if you would give us the reference numbers of the GPU's because it will make things easier for me and other people who come to this thread to understand what you are going on about. You say that they are the same thing – but clearly they're not.

We will go through it step-by-step and see what happens – but you may well come to the point where you have to do send a letter of claim and then issue proceedings. I can't really imagine that it would get to a court hearing – but if it did, then it is most likely to be a telephone hearing. With our help you may be able to overcome your anxiety issues. You certainly won't be parading around in public so you don't need to worry about that.

Link to post
Share on other sites

I'm not sure what you mean with giving the reference numbers of the GPUs? My own personal Amazon order number for each one? The actual product ON amazon?


When I say they're the 'same thing', I mean I ordered the GPU on the 7th, which turned out to be the incorrect item.

That got returned.

The REPLACEMENT GPU which came, looked correct (but never opened), got returned also.


Sorry if i'm seeming absolutely thick.


I do realise SAR isn't so complicated, just reading through it all and understanding is all.

Link to post
Share on other sites

It's not very important – it just helps us to know what we're talking about if it gets complicated later on. Graphics cards have numbers like RT X 4000, or RT X3070 – et cetera.

You said you received one and it was the wrong one – so you send it back. How did you know it was the wrong one? Did you identify it bide its reference number and was its reference number different to the one you ordered?

In respect of the SAR, then read through it gently – and also read through the County Court steps – and the more you read, the more confident you will become about it and you will gradually get into control.

With this Amazon problem, you need to take control

Link to post
Share on other sites
Posted (edited)

AH ha! I get you!

Sorry, really stupid of me.


It was an RTX 2070 Super FTW3+ that I ordered.

The one that was 'incorrect' was literally a different item in the box. A DVD drive wedged in and an ASUS card of some sort.

I did say this on the chat to the first person (which I have just made a full image of the whole chat i've had from the beginning to end), and
also saved as a text file.
Shame the Amazon chat doesn't include dates.

Edited by ArchE
Link to post
Share on other sites

Great. That's only taken 11 hours to sort out.

So it wasn't even a question of a different model number. Do you have photographs of the item that you received?

Link to post
Share on other sites

Yes sorry, I’m at work for the rest of the day now.


I do have pictures of what I received yes.


  • Like 1
Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 Caggers

    No registered users viewing this page.

  • Have we helped you ...?

  • Create New...