Amazon Refund - Customer Services Useless

Soldato
Joined
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Location
North East
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.
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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I had a similar issue with Amazon, purchased a new mountain bike, it arrived by courier, unpacked it, put it together and the front suspension was pretty loose, decided to return for a refund, Amazon sent me a pre paid returns label via my account which I printed off, I did ask about getting the courier back to uplift but according to them that wasn't possible, anyway I took it to the local post office and paid an extra £20 for insurance which Amazon assured me I would get back, anyway a few days later I checked the tracking and the item had been refused at the Amazon depot, contacted Royal Mail who were none the wiser, all they said was that they would attempt again, same thing a day or 2 later, this went on and on for about a week, contacted Amazon who asked where I returned it to and I said to the depot on the label, they denied sending me the label even after I sent them the proof and to look at the label which was still sitting in my account, they told me I would have to wait a month while they investigated, so I waited and never heard from them 6 weeks later, called them up and same thing again, they would need to investigate and I'd have to wait a month, told the bloke on the phone I'd already waited 6 weeks while they investigated and he basically told me tough, in the end I did a chargeback via my bank who got me my money back, also I discovered that depot Amazon labels address did not accept returns and I should never have been issued that label, the £20 Amazon assured me I'd get back, they gave me £4, still don't know what happened to the bike
 
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.
didn't understand why when you spoke to someone and said you already received an email, which they'd have been able to confirm/see (notifying repair was underway and too slow)
they didn't there and then issue the refund ? or even, you send them there&then, a screen capture of email.

I've usually found callback folks very helpful ... and sent screen captures/photos of failed product to an email address they'd instantly sent me.
 
I've no idea why it's so difficult.

If it was just a case of waiting for it to be processed, i wouldn't have a problem, but the email re not being eligible for a refund has thrown me.

I guess I'll wait until the 25th, then phone back.

It seems to be a case of customer services following a script which leads to me waiting for an email or the refund, which then doesn't materialise.
 
I’m baffled by Amazon recently. I returned a £500 tablet on the 15th November. Unopened, I’d just changed my mind. Tracking shows they received it on the 17th November and after 3 attempts on live chat today I’ve been told I need to wait another 60 days to see if the return centre find it.

All 3 times on live chat today they just end the chat when I say I’m not happy as they have received the item back
 
I returned a £6 audio cable today, by the time I got home and sat at my desk, Amazon emailed me saying the refund has been issued.

Nice one Bezos :cool:

I always use the Evri drop off service which is free and no labels need printing, just scan the QR code on the machine at Tesco Express and slap the label on the package and off it goes.
 
I've never once not got what I wanted from Amazon webchat. Maybe you aren't being persistent or clear enough

Half the items I've sent back for whatever reason have been refunded the same day I dropped the package off.

Whenever I've dealt with CS/Web Chat they've went out of their way to give me what I want, and even offered me credit as an apology in some cases. I find that being as clear as possible and to the point makes things a generally pain free experience, it's the main reason I use Amazon. I'm legitimately surprised that the OP is having this much trouble, hope he gets it sorted.
 
I had a similar issue with Amazon, purchased a new mountain bike, it arrived by courier, unpacked it, put it together and the front suspension was pretty loose, decided to return for a refund, Amazon sent me a pre paid returns label via my account which I printed off, I did ask about getting the courier back to uplift but according to them that wasn't possible, anyway I took it to the local post office and paid an extra £20 for insurance which Amazon assured me I would get back, anyway a few days later I checked the tracking and the item had been refused at the Amazon depot, contacted Royal Mail who were none the wiser, all they said was that they would attempt again, same thing a day or 2 later, this went on and on for about a week, contacted Amazon who asked where I returned it to and I said to the depot on the label, they denied sending me the label even after I sent them the proof and to look at the label which was still sitting in my account, they told me I would have to wait a month while they investigated, so I waited and never heard from them 6 weeks later, called them up and same thing again, they would need to investigate and I'd have to wait a month, told the bloke on the phone I'd already waited 6 weeks while they investigated and he basically told me tough, in the end I did a chargeback via my bank who got me my money back, also I discovered that depot Amazon labels address did not accept returns and I should never have been issued that label, the £20 Amazon assured me I'd get back, they gave me £4, still don't know what happened to the bike

The suspension just needed tightening - took me literally two minutes.
 
I returned a £6 audio cable today, by the time I got home and sat at my desk, Amazon emailed me saying the refund has been issued.

Nice one Bezos :cool:

I always use the Evri drop off service which is free and no labels need printing, just scan the QR code on the machine at Tesco Express and slap the label on the package and off it goes.
Royal Mail collection > * > Evri drop off
 
I’m baffled by Amazon recently. I returned a £500 tablet on the 15th November. Unopened, I’d just changed my mind. Tracking shows they received it on the 17th November and after 3 attempts on live chat today I’ve been told I need to wait another 60 days to see if the return centre find it.

All 3 times on live chat today they just end the chat when I say I’m not happy as they have received the item back
Sounds similar to my situation.

Its a faulty £450 AV Receiver, which failed within a year.

They haven't actually said that it's not repairable, just that it's over the expected repair timescale, so I'm wondering if they've lost it.
 
Sounds similar to my situation.

Its a faulty £450 AV Receiver, which failed within a year.

They haven't actually said that it's not repairable, just that it's over the expected repair timescale, so I'm wondering if they've lost it.
Yeah it seems to me like they’ve lost my return! I’m pretty annoyed with it all but guess I’ll just have to wait!
 
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