Amazon refusing to refund for wrong item delivered that I returned.

[Neil King]

Hi, I was sent earphones instead of mobile phone i ordered(£229.00) by Amazon, agent asked me to send photos which I did then to return. I returned via Royal Mail with proof of postage over a month ago which they received.

Since a week ago I've been trying to get refund via live chat but they refuse to refund me and keep asking me to return right item which I never received.

Have contacted them via social media and email with no luck. They say shipping weight was correct for weight of phone. But I told them what they sent me could be same weight. It also came with two remotes as well as earphones. Amazon box was sealed. Any advice what to do welcome.

 

[Neil King]

Did you buy on credit card?

Yes i did.

 

[Neil King]

then tell your bank and get the money back

Yes looks like i'm going to have to call up the credit card company tomorrow and ask for a chargeback, it may take months until i see money back. Was hoping to get refund much quicker from Amazon themselves.

 

[Neil King]

Contact your card provider and explain the problem, you should be able to get them to refund you.

I've never had a problem with getting a refund from Amazon mind you, although I almost always contact them via phone rather than other types of support.

Thanks, will do so tomorrow.

I've tried calling but can't get through.

Yes Amazon usually offer great customer support, i'm shocked how dismissive they've been, tried lots of agents and they all say they are unable to refund me.

 

[Neil King]

yeah, its odd that amazon are playing hardball. Usually if you have photgrpahic evidence they are pretty good at sorting out refunds. Out of interest was it a brand new item or was it a return from Amazon Warehouse ?

Yes very odd.

It was a brand new Poco X3 from Amazon themselves.

 

[Neil King]

Probably because they're getting hammered with fraudulent claims... Makes no sense to play hard-ball with a phone though as they record the IMEI when shipped so can just block it if it's gone walkabout... Whoever got your phone (assuming mixed up and not just failed to ship) is probably in for a shock soon when it does get blocked...

They emailed me today saying sorry for delay in processing refund, sounded like they may be refunding me so went on live chat to ask, they then say i won't be getting refunded and not to expect any further email's regarding the matter, terrible customer support messing me around like this.

 

[Neil King]

I'm assuming they are so big now they think that laws no longer apply to them and now they have your money and the wrong item you sent back and expect you to sit and take it that's mental. Just call the credit card and get the ball rolling and then call amazon not live chat and see what they say to it.

I agree, with lockdown they're only going to get bigger and more arrogant. Customer support doesn't give a toss i've got nothing for my £229.00. Agents act all nice to begin with then when i mention my problems with getting refund for wrong item delivered that i returned they become very hostile even though i stay polite. I called credit card provider up but they're very busy and will call me back in next 48 hrs.

My theory is an order picker stole phone and replaced with earphones and two remotes, thats a weird combo, probably to match shipping weight of phone.

 

[Neil King]

Instead of live chat, call them or request a call back. A human voice is a much better way to deal with this, I've been told a few times on chat no (broken kindle fire) but they were fine on the phone

I've called them many times and can't get through. Also requested call back but they don't call.

 

[Neil King]

Assuming it came direct from Amazon that would be a challenge - security at the warehouses is meant to be very very heavy (at similar non-amazon facilities I've visited in the past - pat downs and metal detectors to get on or off the floor were required)

It's all very puzzling, maybe order picker just made a mistake and sent wrong items, i did mention this to an agent and they said it's impossible for wrong item to be delivered.

 

[Neil King]

I'd start the process with your card provider but keep trying to get in touch via the phone with Amazon, even if it's just a call back request every couple of days.

Unfortunate as I've never had anything but stellar service from Amazon CS when I've needed it, it's one of the reasons I use the platform as extensively as I do if I'm honest. Hopefully your case is just a hiccup due to current events bud, sucks for you though and I do hope you get things sorted out.



This is my experience, I've even asked for them to contact me on the phone via their internet support forms and I've been connected within minutes. The people you speak with generally bend over backwards, albeit with a little pushing at times to get the most out of them depending on the issue.

Thank you. Yes i've always had great customer support from Amazon in past too, that's why i've used them so much before. I'll have to video record me opening box's of higher value items in future, i'm going to try and buy elsewhere though.

Just had live chat with them asking for call back but they're having technical problems currently and to get back to them later. I also tried calling them just now but line is busy.

Wish i could attach images of my live chat in here but not sure how to.

 

[Neil King]

this sounds like a clicker scam, refund. Amazon have been onto this for a while and security electronic tag process changed. If the op has genuine history of shopping with amazon and no issues then raise once more on twitter and senior manager otherwise then I would suggest credit card route for a refund

Could please tell me more about clicker scam, refund?

 

[Neil King]

Could anyone please advise me whether i should use chargeback or make a Section 75 claim with my credit card provider?

 

[Neil King]

One thing to keep in mind if you do charge back Amazon will likely close your account and blacklist the address.

I’d try and escalate again before going down that route.

Even if i make a Section 75 claim which holds credit card provider liable too?

 

[Neil King]

You can contact their Jeff@amazon email address for an escalation.

Google it to check but I think that winds up at the Amazon head office complaints.

They've sorted a couple of issues I've had over the years.

Ok thanks, what should i put in the email?