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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To expect a refund from Cult Beauty due to yet ANOTHER Hermes/Evri failure?

14 replies

JenniferPlantain · 13/05/2022 06:26

Nope, not a life or death issue, but very much a wake-you-up-at-4am-with-the-exasperation issue. Let me share my minor irritation and get opinions on what I should expect/do.

I placed an order with Cult Beauty on Friday 6th May. I qualified for free next (working) day delivery and a very cool free gift. I have ordered from them once before and it was all fine.

As I was working away for a week (this week) I arranged delivery to a click and collect in the town where I am working.

Order shipped and estimated delivery was Sunday 8th (felt too good to be true). Tracking number worked and on Hermes-masquerading-as-Evri-but-still-shite page it said it was on the way.

However, it didn’t arrive Sunday and hasn’t moved since Monday when it’s listed as “on the way to parcelshop” (the stage before being sent to delivery courier I think). The “parcelshop” is not the click and collect location.

It has been “on the way to parcelshop” for 5 days. I am leaving the area today.

Contacted Cult Beauty. They can’t redirect, they can’t get hold of courier and they keep saying “if it isn’t collected from click and collect location the courier will return it and they’ll issue a refund”. I could live with this if the parcel was actually moving.

But what if the courier has lost it and it is never returned?

I have requested a refund but they won’t issue until the parcel is back with them, but I have no control over this.

Am I being unreasonable to expect a refund now? It hasn’t arrived on date expected and now appears lost?

Incidentally I cannot find a phone number that works for Cult Beauty and Hermes/Evri say the sender has to contact them if a parcel is lost. Cult beauty take 12 hours to reply to each message.

Generally all a bit annoying. And I can’t afford to reorder without the refund.

Thoughts MNetters?

OP posts:

Onlyhuman123 · 13/05/2022 06:36

YANBU to want a refund now as Cult Beauty can arrange to reclaim parcel once its left them anyway...if they can't, then that's their issue.

I've had similar issue with Office/Yodel over last 10 days. Absolutely appalling service from Yodel but tbf Office were happy to offer immediate refund despite not knowing where the parcel was.

Good luck!

Morph22010 · 13/05/2022 06:39

Can you do a charge back on credit card ?

PhilippaPhilpot · 13/05/2022 06:44

You didn't by any chance pay by PayPal did you? If so, raise a dispute with them

NotSorry · 13/05/2022 06:47

Or raise it as a dispute with the credit card - companies don’t like it when the credit card company gets involved as it’s their life blood

OnaBegonia · 13/05/2022 07:07

The individual courier does not have the parcel, drivers collect the parcels for the day at a local
depot each morning and any undelivered/returns handed back next morning.
The message you have means it's been sent out of Cult warehouse and hasn't made it to a local
depot yet, likely lost in transit or misplaced.
The constant bashing of EVRI is unnecessary as there are many great couriers who are the final stop in a long chain yet get the brunt of complaints, couriers can only deliver what they get each morning.

Changenameobviousreasons · 13/05/2022 07:11

I had something similar happen with Look Fantastic. I ended up having to get on twitter to them to get anywhere and even then it was slow!

Hadjab · 13/05/2022 07:12

Was it the Goody Bag?

I’ve had this with Hermes/Evri quite a few times - they’ve either lost a delivery or claim to have delivered an item when they haven’t, except that one time when they did deliver an order, to my recycling bin, which my son unknowingly put out for collection the next day, as they hadn’t left a card…

Hadjab · 13/05/2022 07:14

OnaBegonia · 13/05/2022 07:07

I, now, have an amazing Evri delivery driver, but even she says the company is shit when it comes to the amount of deliveries that get lost.

icelollycraving · 13/05/2022 07:18

When you ordered, did they send a request for you to fill out a review? I had a situation with Look Fantastic with going round in circles for over a month regarding a refund.
I went through emails to find the one asking me to post on something, maybe trust pilot, I put a factual review. Got an email within a few hours, refunded within 24 hours.
I don’t believe in doing bad reviews to be an arse, be factual.

McPie · 13/05/2022 07:28

I had similar with two pairs of trainers I had ordered and it was Hermes delivering too! I got the same rubbish about needing to wait until it was returned to them or delivered to me despite not moving for days! They said something about them having to wait at least 10 days after the expected delivery date before they could raise any claim.
I told them that they had a contract with me to supply a product and the failure of their chosen delivery company to do so was their problem not mine! They had failed to fulfill their side of the contract therefore they could either refund me or resend my trainers. I wasn't rude at any point but was firm that it was their issue to sort and not my responsibility to wait, I got my trainers delivered by Royal Mail the next day.

NuggetofNougat · 13/05/2022 08:08

I had the same thing last week with Evri/ And other stories. It was a massive pain and Stories were really unhelpful, they refused to refund until they got the parcel back, but did eventually concede it was lost and refunded me 12 days later. I would also agree cult beauty are difficult to contact/ get a response - the only thing that seemed to help me when I had an issue was starting a thread here, so fingers crossed! I honestly can't understand why companies use Hermes, I'm trying to avoid the ones that do now because I'm sick of the palaver when it goes wrong, as it so frequently does.

EsmeSusanOgg · 13/05/2022 08:11

The retailer is responsible for the parcel until it arrives. If it does not arrive, they have to issue a replacement or offer a refund. Doesn't matter if they get it back or not. The onus is on them under the Consumer Rights Act 2015.

TattiePants · 13/05/2022 08:18

I had a similar issue just before Christmas with one of the sports brands that are part of the HUT Group. The HUT Group are great when things go well but once something goes wrong, they are a nightmare to deal with. The only way I could get through was via their Facebook page.

LJAKS · 13/05/2022 08:37

cult went to shit when they sold out to the hut group, customer service is non existent now. I waited a month for a redelivery when my order went missing. Wasn’t asked if I wanted a refund or the stuff, wasn’t updated on anything, took them ages to respond. I stick with skin city now they’re a lovely wee company

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