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?

@Itmustbeheresomewhere email sent! Thanks so much, will let you know if I get a response. @Crazydoglady1980 thanks for the wording help

As a small business owner, it’s customers like you that cause issues and stress for normal working people trying to make a living. In claiming a chargeback if it’s processed it gets taken from the business owner in the first place and in this instance it’s through no fault of their own! “What’s there to lose?” The small businesses livelihood…

The amount of people suggesting to raise a claim through PayPal or raise a claim through chargeback on credit card just shows how many people don’t realise that their actions do actually cause issues for businesses and predominantly those that are deemed small business. Or if they do don’t care that their actions put peoples livelihoods at risk.

Do you think PayPal / your bank are going to cover the costs for your claim? No. They take it from the business that you’re claiming against and in this instance why should they? Because you don’t want to be out of pocket for not covering your return?

Think about the bigger picture. How this practice actually hurts someone just trying to make an honest living, or the people they employ etc. etc. all because you wanted to shy away from covering your parcel for it’s true value or using a reputable courier.

Yes but how is that fair if Aviva are the ones employing the person who does the stealing/damage

But that is not the same scenario as what has happened here. Insurance does not mean that a company should not take reasonable care of the items they are carrying. They have confirmed that the OP has not done anything wrong and it is through their lack of care that the items have been lost. This is negligent and therefore their responsibility to put right. Companies will argue that it is the customers responsibility however legally the company have accepted a contract to deliver goods which they have not done. The OP is now out of pocket due to their negligence and the OP has a legal right be to compensated for that loss, which would put her back to the position she would have been if the company had not been negligent.
What companies like this hope for, is that people will accept the argument that they are in the wrong for under insuring, rather than taking it further

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

Adrianna Papell sell under the brand name Aidan Mattox in the Uk - have sent MANY messages to their customer services - not a single response - tearing my hair out - £715 is a lot of money to lose for items confirmed as returned.

Think about the bigger picture. How this practice actually hurts someone just trying to make an honest living, or the people they employ etc. etc. all because you wanted to shy away from covering your parcel for it’s true value or using a reputable courier.

There's no doubt that it's tough - and often very unfair on the small business - but that's one of the risks of selling things online. There are a whole load of costs and risks that you don't face, as you would with a bricks-and-mortar shop, but the vagaries of delivery is one of them. It's not fair on you to be out of pocket, but why should the customer be so instead?

Are you able to provide a list of 'reputable couriers'? and personally guarantee that they will never fail?

Surely, the idea of insurance in this scenario would be for unavoidable circumstances caused by third parties or nature - a fire or flood at the parcel depot or an armed robbery of one of the delivery people's vans or something - not just a generic "ah sorry, it looks like we lost it". How can they actually 'lose' it - a tracked item - it doesn't just disappear. It's not like a receipt that makes its way down the back of somebody's sofa, it's a sizeable parcel that's subject to their professional systems and care. If they suspect/assume that one of their employees just stole it, they need to acknowledge this and foot the bill in full.

Whether by design or just sheer incompetence, their attitude kind of reminds me of the old scam done by teenagers in some rough neighbourhoods - where they'll see somebody park up their car and ask them for money in exchange for 'watching' or 'looking after' the car for them - the clear implication being that, if they don't pay, the 'minders' will deliberately damage the car themselves.

I will share a small glimmer of hope: I posted DFIL's Christmas present mid December via Evri drop-off and after about 10 days of it apparently not moving I got an email saying it has been lost.

Mid January I got a notification saying 'your parcel is out for delivery' and it turned up with DFIL the same day. Which was great, because he had his present, but unfortunate because one of those presents was some nice cheese!

Last October I ordered medication from Lloyd's pharmacy which did not arrive. It was supposed to be delivered from Hermes. When checking the tracking I could see that they had the parcel but no sign of being out for delivery. It said to contact the company if not delivered within 7 days. After contacting Lloyd's by email and a not very helpful response I phoned them and after a couple of calls they sent my medication by Royal Mail which I received the next day. I understood it would then be between them and Hermes.
Fast forward to April this year and while having my early morning coffee there was a knock on the door. Wasn't expecting any parcels but the guy handed me a small parcel which was my medication from the previous October. Maybe because of the size it had got wedged somewhere in the van but I will never know.

Have you spoken to the company you bought them from, not just the couriers?

Sometimes it's just a glitch OP. I had to wait 17 days for a refund having dropped off the parcel at a food hall collection point.
Phoned them to chase up and they refunded straight away.
Now I have a similar issue with Evri who say they'll chase if its been 14 days. Online it's showing as 'on its way to retailer' or something like that but has done for the last 10 days.
Good luck with the email, let us know if you get the refund.

You're exactly right and yet people still claim that sitting on their arses WFH will put the country back on its feet.

Well after a 1 hr wait on the phone yesterday to contact our ex Mortgage Comp was anything to go by, we are doomed!!!
My poor OH, who has loss of hearing / aids struggled to communicate/hear with the noise of kids screaming in the background. How is that acceptable?

It is such a struggle these days to get anyone to do tasks proficiently and professionally.
Many people just dont seem to take pride in offering a good service anymore.

Some online businesses may not operate a bricks and mortar store, but they do still occupy a property / warehouse so still attract the same fixed costs, just because it’s not a “traditional” shop / high street outlet why should that matter? It’s the business owners choice how they operate their business but that’s not the problem here.

I’m not saying that a customer should be out of pocket, and if the parcel was lost during delivery to the customer of course they would be issued a full refund by the company, however it’s the customers responsibility to ensure that the item is returned safely / with sufficient compensation on the chance that their parcel is lost in transit especially when using their own choice of courier. Free returns offered by the company would again of course be covered for loss by the company.

And so if the parcel is lost / damaged through using a courier then the issue is with the courier - to assume the company should bare the cost “as a result of doing business” through no fault of their own is mad. Why do you feel the customer is entitled to a refund from the company it entirely should be funded by the courier.

I completely agree with the insurance viewpoint, the courier system need massive reform in that people shouldn’t just accept that a parcel has gone missing and that’s the end of it. If the courier had to bare much more responsibility for the parcel I’m sure we would all see a great reduction in parcels getting lost. However I can see where there can be issues in transit, delivery labels coming illegible / unstuck from the parcel / genuine theft / damages etc etc. as I know many hubs deal with millions of parcels each day loss is just inevitable.

Did you order the shoes online? If so did you tell the shoe company by email that you would be returning them for a refund? If so did you do this with 14 days of receiving the shoes? There is a trick that can be used if so - can explain if your answers are all yes. For future reference, ALWAYS inform a company that you are returning goods bought online by email within the 14 day period. You then benefit from additional protection by law.

Paypal are usually good they refunded me when a company were supposed to collect the wrong size trainers and deliver the right ones they proceed to ignore me for 6 weeks paypal for four