Dealing with Amazon returns (Update)

Jelster

Jelster

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A couple of months ago I bought something from Amazon, which, when delivered was the wrong item. I organised a return via my local "MyHermes" point. They are now chasing me for the return, which I did months ago. Trying to find someone to call at Amazon is a nightmare, and all of their "bots" take me around in a circle.

Has anybody else had a similar experience, and if so, what did you do to rectify it. It's really annoyed me, as none of it is my fault, and I'm facing losing £50 because some idiot sent me the wrong item.....
 
Jelster said:
A couple of months ago I bought something from Amazon, which, when delivered was the wrong item. I organised a return via my local "MyHermes" point. They are now chasing me for the return, which I did months ago. Trying to find someone to call at Amazon is a nightmare, and all of their "bots" take me around in a circle.

Has anybody else had a similar experience, and if so, what did you do to rectify it. It's really annoyed me, as none of it is my fault, and I'm facing losing £50 because some idiot sent me the wrong item.....
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When I have issues with Amazon I immediately use their Chat service........in the main resolved to my satisfaction.

On the surmise that you use Chat......have all your info to hand with dates etc. I think once I had to ask for my issue/complaint to be escalated to a higher tier......none too sure if the person I was then chatting to was s manager but it focused his/her mind to that I was not going away.

There has been the occasion when, because of the inconvenience, they gave me an e-voucher for a £5 :)
 
Screenshot_20210625-201550~2.png
Or have them call you. Keep going with the Help/Contact Us option until you see "I need more help"
 
Also had a problem with a Hermes return and fixed it via the chat system. As above, have the details to hand - you can have a brief summary ready to copy and paste to save typing it live.
 
I've had to return a couple of bits recently, its no secret that my Hermes courier is totally useless,
but on the 2 times she picked up a return she took a picture of the item and left me a tracking card,
which she also took a picture of.
I take it you never got this ?
 
If you get through to a real person they are very good. We have Amazon prime and returns are very easy. I usually arrange for collection from the house and get the refund as soon as it is collected.
 
Cobra said:
I've had to return a couple of bits recently, its no secret that my Hermes courier is totally useless,
but on the 2 times she picked up a return she took a picture of the item and left me a tracking card,
which she also took a picture of.
I take it you never got this ?
Click to expand...

I dropped the return into my local My Hermes pick up centre, in Warminster. Problem is, I can't find the paperwork, so I'll pop over there first thing tomorrow and get a copy from their book, I know the dates etc.. I'll then have a go with the chat facility.
 
Jelster said:
I dropped the return into my local My Hermes pick up centre, in Warminster. Problem is, I can't find the paperwork, so I'll pop over there first thing tomorrow and get a copy from their book, I know the dates etc.. I'll then have a go with the chat facility.
Click to expand...
b****r!
Good luck though (y)
 
Had the same problem with mythieves inc. why Amazon use them I don’t know . But using the chat bot got it resolved and refunded
 
Last week I had yet another failed delivery by Hermes. I gave them an extra few days to deliver it, but then it was marked as delivered - on the 25th of April. :mad: :banghead:

On to the Amazon chat service and a replacement was sent while we were chatting. By way of an apology, they credited me for £5.00 to use on my next order. I complained strongly about Hermes and their inability to deliver with eight out of ten going wrong and was assured it would be sent upstairs (yeah right). Anyway, after the chat I went to my account to check that I had the £5.00 credit, but it was £15.00 instead. The replacement arrived the following morning delivered by Royal Mail. (y)

I've said it before and I'll say it again; Amazon's customer service is the best I've ever encountered since I began buying online well over thirty years ago.
 
Sky said:
Last week I had yet another failed delivery by Hermes. I gave them an extra few days to deliver it, but then it was marked as delivered - on the 25th of April. :mad: :banghead:

On to the Amazon chat service and a replacement was sent while we were chatting. By way of an apology, they credited me for £5.00 to use on my next order. I complained strongly about Hermes and their inability to deliver with eight out of ten going wrong and was assured it would be sent upstairs (yeah right). Anyway, after the chat I went to my account to check that I had the £5.00 credit, but it was £15.00 instead. The replacement arrived the following morning delivered by Royal Mail. (y)

I've said it before and I'll say it again; Amazon's customer service is the best I've ever encountered since I began buying online well over thirty years ago.
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On balance I can but agree with this.

Talking of the Chat as did above ~ I had an issue with a product supplied as a "Fullfilled by Amazon" and took the matter up with the supplier who in parallel with my Chat comms offered me a replacement and 'no need to send the item back' ~ the item was usable but lacked in its 100% functional quality.

Well, unasked for Amazon gave me a full refund and I replied to the supplier that is all good conscience I could not accept their willing & helpful offer of the replacement. So in the main a satisfactory result for me.

PS on a side note ~ I have seen in the past what a Trans European company they are by the way items do now always come from their UK hubs but my most recent order take the prize, so far. I ordered a small Lowepro case for my new Oy TG-6 and the tracking shows it it started its journey in Italy and has currently been customs cleared in Belgium........and is due for delivery on this Monday coming. The previous distance holder was from Germany :)
 
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Mostly happy with Amazon and they’re usually very quick to sort out problems if they do occur. One thing that has started over the last few months is that a few things on my previous orders list are still showing as “on its way but running late”, even though I’ve actually received them months before. I’m not devious enough to try to claim they haven’t arrived, but I wonder if some people do, and why it happens.
 
I only buy from Amazon if the stock is coming from one of their warehouses.
I've also used the chat a couple of times to quicky resolve missing items.
Some years ago a Logitech harmony remote failed about a month before the warranty expired.
On this occasion I phoned them and I was surprised to be offered a refund or a replacement.
I would have expected to return it for repair but a replacement arrived the following day and they also sent me a prepaid postage label via email.
I've also had problems with MY Herpes in the past and I will try to avoid using them if it's possible, however, to be fair since using their app to track deliveries I've had no problems at all.
I only send items via RMSD or DPD as both of these have had a 100% record for me.
 
Me: Hey ChatBot I ordered 2 tubs of peanut butter for £8.99 but you only delivered one and you have now changed the order to say it was only for one but I have an email confirming I ordered 2.

CB: I am sorry to hear you were disappointed with your order - would you like a refund?

Me: well, I don't believe you are sorry but money tends to make me happier so....yes.

CB: I have just refunded £8.99 to your account.

Literally 2 mins and no humans involved (unless you count me).

Every time I have returned anything to them by MyHermes I've had a text to say they have refunded the money before I've even made it home from the parcel shop (it's a 15 min walk). Did you scan the thingy on the machine?
 
I have had my first two "bad" purchases recently (poor quality far eastern rubbish that didn't match the description or pics) and both gave me full refunds and told me to dispose of the items!
 
JonathanRyan said:
Every time I have returned anything to them by MyHermes I've had a text to say they have refunded the money before I've even made it home from the parcel shop (it's a 15 min walk). Did you scan the thingy on the machine?
Click to expand...

I had a faulty food mixer collected last year, got the text to confirm a refund. I could still see the courier's van up the road!
 
So, to update the story.

I've been working away and haven't had time to get this sorted but today I found the original Hermes receipt, and just for good measure, I went to the drop off point and got them to photograph their system showing that it was collected on the 6th of May. It also showed that it was delivered on 12th July at 11.57. That's around 8-9 weeks after it was collected.

I called Amazon support again this PM and the refunded my card. So I got there in the end, but it just shows what a shower of **it Hermes are....
 
I recently had an email from Amazon saying that they were awaiting a return and that they would recharge my credit card if they did not receive the item. I phoned them and after some checking they agreed that they did have the item. It had been logged in at their return depot but Hermes had not scanned it when they collected it from my home.
2 weeks later it was still showing as Return Awaited in My Orders but another phone call sorted that out. After both calls I got emails confirming that they had received it.
 
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