They won't refund me for my lost shoes!

[carbibarbie]

I spent £175 on two pairs of (divine) trainers, which didn't suit me and so I packaged them up and paid for them to be returned (paid for own returns as the shop has a 'no free returns' policy, annoyingly). I used Evri/Myhermes as I knew I'd get a tracking number. A few days later I checked my tracking details and it said that the package had been collected by Evri from the drop off point. However, it said this for days. Called them, they have evidence of collection, evidence of the delivery address, proof of my purchase yet will not refund me the money because I didn't pay for insurance on the package. I'm livid. What do I do? Am I just really bloody stupid, should I have got insurance or should they be reimbursing me the full amount?

I received an email from PayPal recently that they are stopping/have already stopped this service.

@Gymrabbit yes. This exact thing. Tracking number shows it's been lost somewhere in their system. Yet, no refund. But I didn't pay for cover so... my fault.

Oh no OP have you tried emailing the CEO office for Evri? The CEO is Martijn DeLange - [email protected].

I had an issue years ago with a package from hermes that went missing, it was back when they had live chat and the manager lied and said it would be with me the next day. I ended up emailing Martjin's office and they told me it had been sent all over the country to several departments but I eventually received it after they got involved, weeks after it was supposed to arrive the next day.

I recently emailed about another package that was only missing for 5 days thankfully, it arrived the day after they emailed to say they had investigated.

Hope you get it sorted!

@Itmustbeheresomewhere this is excellent, thank you so much

I have had a parcel (via Royal Mail) not show up as returned to Nike and lost somewhere. I phoned Nike and using my order number they were able to find out that they had made it back there and I got my refund.

You're right of course. Sorry. I've got brain fog.

The retailer didn't lose the packages in this case though - the OP chose Evri as an independent courier to return the items. The retailer isn't at fault in any way here.

I would go back to Evri and argue that they are in breach of contract due to their negligence. Therefore they would be expected to claim on their insurance rather than expecting you to claim on insurance. You have evidence they have all the correct information so it is not your error. They have acted negligently by not taking appropriate care of the package

@Unicorn2022 yes I understand it was more so to encourage OP to raise a dispute via PayPal nonetheless as they very consumer centric.
To be honest I never buy from retailers that don’t have free returns it always a hassle.

I've just checked the last email complaint I sent was addressed to [email protected]
but the response was from [email protected] and it had a copy of my email complaint but instead of the hermes email it had changed to [email protected] as if it had been forwarded on so you could possibly copy in all?

is it possibly still in the evri system? I have had post appear not to move for weeks then suddenly turn up later on

I have had this pulled on me. Its less bother for them to say claim on your insurance or we haven't received than to spend time chasing down the returns and then give the money back.

As others have said, report to PayPal.

unfortunately if you chose any form of postal service whether Royal mail or any courier they cover a basic amount which varies per courier from £20-£100 this is the maximum they will pay out, so for the OP as she went with evri their standard maximum amount for losing a parcel is £25 with evidence that it was actually £25 not £5. If both trainers in the same parcel it is £25 if two parcels it is 2 x £25. There is no chance of getting more than the £25 however negligent evri was. OP realises she should have paid extra insurance then of course she would have the £175 back as she would have insured for £175
If Gabor have had trainers back unworn in original box then obviously they should refund cost of trainers and original postge ( as per distance selling regulations) there is no obligation for them to cover return postage
I am somewhat puzzled as to why paypal should make Gabor refund for products that have not actually been returned to them; it is not their fault EVRI lost them or that they were returned underinsured and OP doesn't get full compensation from EVRI
I presume EVRI are willing to pay out the £25 for losing the parcel(s)

my suspicion is that they were returned in the brand labelled bags they arrived in so the parcels were stolen by someone somewhere between the drop off point and the company as a parcel probably worth more than compensation it is known that returns to certain companies are worth stealing and that returning customers like OP often fail to insure properly so loss to EVRI is not great enough for them to investigate much.

If the parcel had been insured to £175 EVRI would spend more time looking for it as it would have to pay £175 if truly lost, if they have to pay out £25 they will not invest the same amount of time tracking it down as they would tracking a larger known value parcel much.

Theres a very strong possibility that they’re actually still in the Evri system - they’re terrible! One of my items took 10 days to be delivered!
Its no use contacting PayPal regarding it - they have nothing to do with your failed return. I’m not sure how it will work now, but you could have used their ‘free return on us’ system.
You’re in a very big pickle really due to you underinsuring your parcel, at least you know for next time 🤷‍♀️

I genuinely don’t understand this.
so evri whose job it was to return your parcel have lost it and their response is ‘tough shit.’

I don't get it either. If I buy home insurance from, say, Aviva, I can claim on it if Burglar Bill comes to my house; but if I didn't buy insurance from Aviva before the burglar turns up, it's not their lookout. However, just supposing that Aviva were to dispatch their own burglar to rob me (totally theoretical - of course they wouldn't do this) and admitted that they'd done it, how could they possibly then tell me that it was my own fault for not buying their insurance and thus 100% my liability and 0% theirs?

I'm sure it's in their T&Cs - and I get that they would have a maximum value, as somebody could try to send 15 bars of solid gold bullion via them - but how can they possibly refuse to even show any care or sympathy when you paid them to do a job and they didn't do it? How can a parcel get 'lost' - isn't that the whole point of tracking?

If I were dishonest, I'd set up my own company just like theirs, nick any parcels that looked particularly appealing and then just tell the customers that I hadn't done the job and so it's their problem and their fault for trusting me.

I'd take to Twitter about this and ask them publicly (and repeatedly, if necessary) to explain exactly why they believe it to be acceptable to take money for doing a job and then just not do it.

if you insure your house with Aviva and select 10,000 worth of contents cover you will only get 10,000 if you lose everything. if you have underinsured when you have 40,000 worth of stuff they deem that you are only insured to 25 % of value so you only get 25% of what is damaged upto a max of 10,000
so if you damage or get something stolen worth 5,000 you only get the 5000k if fully insured to correct total of 40,000 because you underdeclared value instead of getting £5000 you will get £1250 and have to bear the rest of the loss for underinsuring your contents yourself

evri are crap when they lost something i was waiting for just said go to the retailer

i know youre situation is different but maybe the retailer can get more joy from them

Does that apply to all returns. I’ve just had parcels collected by Next. There’s nothing I can see on their returns section about taking additional insurance. I presume once the courier had collected it, it was in their (ie next) care.

I've a similar problem - I bought 4 dresses from Harvey Nichols for a black tie event. None suited and I returned them via Yodel over a month ago. Yodel's tracker indicates that the package was returned 26 September. I'm out of pocket £715 which is crazy. All 4 dresses were Adriana Papell. Harvey Nichols are saying that Adrianna Papell are responsible as they sell on behalf of them. Adrianna Papell haven't responded to a single message.

I actively avoid Evri as much as humanly possibly. I have found their 'service' to be absolute rubbish. Deliveries are without fail, problematic. Only recently they 'lost' two separate parcels and a third was delivered to the wrong place which happened to be a building site half a mile away. I give them scathing reviews and always complain to the retail companies using them, all to no avail.

Surely that’s not right, your brought the items from HN so your contract is with them. Off to investigate.

Just had a look at HN refund page. It does mention ‘Brand Partners’. However, Adriana Papell is not listed.

I had a similar issue with returns via a parcel
shop with Yodel. One tracking number (interestingly for the lower value parcel) showed up as delivered but the other showed as void 🤷🏼‍♀️

After a month I contacted the retailer as I couldn’t afford to take the hit on more than £100 worth of clothes; they took the tracking number I had and said the parcel had, indeed been received by them but no one had actually scanned the items back in; as 2 were listed as damaged (had arrived with ripped seam on one and ripped top area of skirt split on the other so weren’t even tried on here) the member of staff was happy process the refund for me there and then, got an email confirming it and the money was back on my card the same day!