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I returned an item for repair in November.
This was sent using the label provided by Amazon and was delivered on 27 November 2024 according to RM tracking.
The repair status on Amazon shows this as Repair received Your item has arrived at the repair centre.
On 15 December 2024 I received an email from the Amazon Repair Support team.
Following this, I contacted the email address [email protected] to request a refund, however I receive an automated reply asking for the
Name of the item:
Date the order was placed:
Issue with the order:
I sent this information, but got the same automated email reply asking for the same three pieces of information.
I contacted customer services using the web chat query to raise that the email was bouncing back and was told someone would look into the issue.
I then received the below email later on December 15
I telephoned customer services following this email, and was advised someone would look into the issue and I would receive an email within 48 hours. I received no email.
I've again contacted web chat and been told to wait until 25 December. I'm not sure what I'm waiting for or why they can't refund me now. I don't expect to receive anything by 25 December. I asked to escalate it and was again just told to wait until 25 December.
I can't seem to find an email address to contact Amazon. It seems customer services is limited to the web chat and telephone callback. The telephone chat is as useless as the web chat. It doesn't appear that there is a complaints process other than to contact customer services.
Does anyone have any advice? How can I escalate this? Is there a UK based call centre or an email address?
This was sent using the label provided by Amazon and was delivered on 27 November 2024 according to RM tracking.
The repair status on Amazon shows this as Repair received Your item has arrived at the repair centre.
On 15 December 2024 I received an email from the Amazon Repair Support team.
We have received an update from the repairer that this item - x - has gone over the estimated turnaround time to complete the repair.
I would like to provide you with 2 resolutions to compensate for the inconvenience:
OPTION 1 ) I would like to provide with full refund of the total cost.Please let us know if you'd like refund to be made to original payment method or the Gift card.
OPTION 2) I would like to make a free replacement order (If the item is in stock after we receive your reply) for the same item with an upgraded delivery at no extra charge. Please contact us back via chat medium If you want to change the delivery address for the replacement order.
Please reply to [email protected] email with your confirmation of a replacement or a refund and we will process your request right away.
Following this, I contacted the email address [email protected] to request a refund, however I receive an automated reply asking for the
Name of the item:
Date the order was placed:
Issue with the order:
I sent this information, but got the same automated email reply asking for the same three pieces of information.
I contacted customer services using the web chat query to raise that the email was bouncing back and was told someone would look into the issue.
I then received the below email later on December 15
I'm sorry you haven't received a refund for the return from order #x. I've checked the status of your return and according to our records, the x hasn't been received and it's ineligible for a refund.
I've checked the status of your return and according to our records, the x you returned hasn't been received processed and it's ineligible for a refund.
In order for an item to be eligible for a refund, our Return Center must first process the returned item. Therefore, we are unable to issue a refund for your order. I'm sorry for the inconvenience.
I telephoned customer services following this email, and was advised someone would look into the issue and I would receive an email within 48 hours. I received no email.
I've again contacted web chat and been told to wait until 25 December. I'm not sure what I'm waiting for or why they can't refund me now. I don't expect to receive anything by 25 December. I asked to escalate it and was again just told to wait until 25 December.
I can't seem to find an email address to contact Amazon. It seems customer services is limited to the web chat and telephone callback. The telephone chat is as useless as the web chat. It doesn't appear that there is a complaints process other than to contact customer services.
Does anyone have any advice? How can I escalate this? Is there a UK based call centre or an email address?
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