Evri have lost my QVC £280 Laptop return.

[GPZ1100]

Hi, I purchased a laptop from QVC and decided to return it within the 60 days allowed. I failed to read the "small print" regarding returning an item over £200 in value, it seems it should have been insured and sent recorded delivery (actual cost £279.96) I purchased an Evri returns label on-line and took the laptop to an Evri Parcelshop, that was the last that was seen of it.

I initially contacted QVC as it became clear that the item had failed to be returned to their warehouse. After several emails were exchanged they stated they would not refund me as I had not complied with their returns policy, regarding returning an item over £200 in value, stating it should have been insured and sent recorded delivery.

Their advice was to contact Evri, after numerous failed attempts to contact their customer services via their website, I sent an email to the CEO. 

I forwarded the details of the issue and provided proof of buying the returns label through Evri's website.

Evri eventually responded that they had searched for the item and have concluded that it is lost, they also stated that they could see that the returns label I used was provided by QVC, therefore any claim I wanted to make was with QVC, not Evri....

not true as I had provided proof that I had paid Evri myself to use their service, also how could they say I had used a QVC provided label if they had not had sight of the parcel containing the laptop?

QVC have provided me with tracking details which clearly showed that the laptop was collected from the Parcelshop on the day I took it there, 12th January this year, Evri state that the laptop had "not moved" since the 12th, so somewhere between the Parcelshop and the QVC warehouse, the laptop has gone missing.

Any help that could be offered as to next step etc will be very much appreciated.

 

[dx100uk]

thread title updated, moved to the postal forum.

dx

 

[GPZ1100]

Thanks DX, first time user so not sure what area my post should have gone to.

[BankFodder]

Was this an item which you bought online?
How long after it was delivered to you did you decide to return it?
Presumably a 60 day return window is particularly a QVC policy. Did they supply you with details of the 14 day statutory cooling off period?

[GPZ1100]

Hi BF,

it was bought from QVC via their website and they do allow 60 days to return an item, I returned it within that period.

What I failed to do and I hold my hands up was according to QVC, not read that an item above £200 should have been returned insured and signed for,

I simply went to Evri's website (QVCs preferred returns agent it seems) and purchased a returns label directly from them.

Took the laptop to a Parcelshop and that was the last that was seen of it. 

QVC wont do anything as they say I didn't follow their returns policy and Evri say they wont as I used a label provided by QVC, when in fact I bought the label myself, albeit the email confirmation of the purchase says that I am using it to return my QVC parcel.

Thanks in advance for further responses.

[BankFodder]

You haven't addressed my question about the date of return relative to the date it was supplied to you.

You also haven't addressed my question as to whether they provided you with details of your statutory cancellation rights.

Please can you check my posts carefully and make sure that you address each point.

They are all relevant and each question is posed for a purpose

[GPZ1100]

Laptop was purchased 14th November 2023, "returned" within the allowed 60 day period, 12th January 2024.

I didn't respond regarding 14 day cooling off or statutory rights as I was within their well publicised return period,

the issue I have is that the laptop has gone missing once dropped off at the Evri Parcelshop, not whether I was entitled to return it, I am under the 60 day QVC policy.

My bad that I didn't see the insured/signed for "policy" for item over £200, but QVC say my fault for not following their "policy", Evri say QVC are responsible for any refund as they say I used a returns label provided by them, I did not.

Hope this clarifies things a little, thanks for your help BF.

[BankFodder]

Sorry but you still on answering all of the questions. I lost you twice now if they provided you with information referring to the statutory obligation to provide you with a 14-day cooling off.

 I'm afraid that it gets very difficult on a forum format where we have to have a to and fro simply to get a straight answer to a question I have put.

 If the answer is no then I am going to ask you to double check and make sure to.

 Is the answer is yes then I'm going to ask you to provide us with a paragraph or two of that information.

If you can't answer this question quickly then I will have other things to do today and it will simply cause delay before I can come back and tell you what I think about it.

I'm sorry but I don't know what else to say to you

[GPZ1100]

Hi, apologies again,

didn't quite see the relevance of the 14 day period, it seems I would have also got back the initial postage cost if I had returned it within that period, the below is from the QVC website, a delayed response from you is not a problem. Thanks BF.

Statutory cancellation rights

You have a statutory right to cancel your order within 14 days of receiving the products you ordered (subject to the exceptions stated below). The 14 days start from the day after the day you receive your order.

You can cancel by simply returning the order or contacting us via email (please use our online form at www.qvcuk.com); over the phone on 0800 51 41 31; by sending us the cancellation form provided on www.qvcuk.com; or by writing to at Dept R (Cancellations), QVC, South Boundary Road, Liverpool, L70 2QA.

You should keep evidence of having given notice of cancellation. You must return the products to us (at your own risk and cost) within 14 days of notifying us of your cancellation. If the products are unsuitable for return by post (eg bulky or large products), you will be responsible for the cost of couriering them to us (you can contact Customer Services and we will try to provide you with an estimate of the courier cost).

We will refund the full purchase price together with the standard outbound delivery charge paid within 14 days of receiving the returned products or proof of postage. If you chose to pay for express delivery, we will only refund the cost of standard delivery. You must, however, take care of the products before you return them. We may reduce the amount we refund to you if the products are no longer in a fully resaleable condition, for example if you use them, damage them or otherwise handle the product beyond what you could reasonably do in a shop. However, because of our 60 day Money Back Guarantee, that reduction will never be more than the outbound delivery charge. So, you will always get back the full cost of the item itself, even if it is an exempt product (see below).

You do not have the legal right to cancel the following items: (i) perishable products e.g. certain food products or plants/flowers; (ii) audio/video recordings, DVDs or computer software that you have removed from the sealed packaging in which they were delivered to you; (iii) products made to your own specification; (iv) periodicals or magazines; and (v) sealed goods which are not suitable for return due to health protection or hygiene reasons that you have removed from the sealed packaging (vi) items made to your specifications or are clearly personalised (v) newspapers or periodicals.

[BankFodder]

Thank you.

The relevance is that returning during the 14 day statutory period, you would have not been required to purchase insurance and so they would have been liable if you had returned the item within that 14 day window.
The 14 day cooling off period only begins from the time that they provide you with information as to your statutory rights. Some companies omit to do this which means that the 14 day window isn't triggered and so you have the right to return at any time.

Under their 60 day rule which is a sort of grace and favour policy – very generous – they are entitled to apply whatever conditions they want. In this case they have been generous enough to provide a 60 day return window.  Thedfirst 14 days of that would have been their statutory obligationAnd they wouldn't have been entitled to apply an insurance condition. After that – the remaining 46 days, they are entitled to apply an insurance condition – and although you failed to read the small print, the fact is that you didn't comply and so you would not have an action against QVC.

If you did have an action against QVC then you would also have been entitled to ask the bank for a chargeback.

 

As it is, your right of action is against EVRi.

 

I suggest that you start preparing a letter of claim. Post the draft here. At the same time open up an account with the MoneyClaim website and once the letter of claim has been sent you should start preparing your claim.

A claim against EVRi will not be a Bluff. They won't pay you out and you will have to begin a claim. Your chances of success are almost 100%.

 

Please do answer questions that we put you in future. You come here because you aren't fully aware of your rights are and you don't really know your way through it all. That's entirely reasonable but then to start making assumptions about what is relevant and what is not relevant Doesn't really make sense. Otherwise you wouldn't come here for help in the first place.

 

 

[jk2054]

you can chargeback if QVC provided the return label.

Explain that to your bank and they'll charge it back.

[BankFodder]

27 minutes ago, jk2054 said:

you can chargeback if QVC provided the return label.

Explain that to your bank and they'll charge it back.

I disagree with this. You could get the charge back if you had met their return conditions.

The bank might not understand this so it could be worth trying but frankly it will probably take too long with a risk of the money being refunded when QVC protest and your best bet will be to sue EVRi

[lolerz]

QVC didn't provide the returns label, the OP purchased it themself.
 

As such, BF is right that OP needs to look to make a claim against EVRi, plenty of forum threads get reading up on that show the whole process and will allow the OP to make a start on that letter of claim.

[GPZ1100]

Morning all, a while since I've been here....I contacted my bank regarding the matter and they took the decision to take "charge back" action against QVC, I initially got the money back and then letters from QVC basically stating I had defaulted on my payments and owed them the money Nationwide had claimed back, just as BF speculated they would. In short I repaid QVC to avoid having debt collectors after me, and having contacted CAB am now in the process of writing to Evri outlining my claim.

CAB provided me with a basic template for the letter so I'll see how that goes.

Regards.

[BankFodder]

If you are confident that citizens advice are going to give you the help you need, then you should stick with them. No point in trying to ride two horses at the same time. It will only lead to confusion and conflicting advice.

Also, the people at citizens advice get paid. Everybody on this forum works completely free of charge – no payment – no strings.

I hope you get your money back, but for the moment I'm going to close this thread