Anybody here work for Amazon (in the returns department)?

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Does anybody here happen to work for Amazon, in the returns department?

I've returned some items and they're denying that they've been received, despite the fact that I've provided tracking information which confirms that they have indeed been received. I'm becoming fed up and tired of receiving back scripted replies with no useful information in them.

If anybody does work for Amazon, if they could trust me that would be awesome. Thanks a lot :)
 
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I think it's wrong that you are asking for someone to put their job on the line to help you. Surely you sent it recorded delivery so you can prove they have received it?
 
That is precisely what I have done, provided clear evidence, yet they still deny that they have received the item.

I am not trying to put somebody's job on the line; I apologise if it came across that way. Rather, I am just trying to see if somebody can just take a look at my account and see if anything can be done.

If not, I'll open a case with the small claims court. I am sure then the item will magically re-appear and all will be well.
 
Adam said:
I think it's wrong that you are asking for someone to put their job on the line to help you. Surely you sent it recorded delivery so you can prove they have received it?
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The OP was like three and a bit lines, and you couldn't even read it all?

@OP: I understand your pain, going up against a company with proof of their wrongdoing seems like it should be straightforward, but it seldom is. Perhaps ring their returns department direct, ask to speak to a manager, and refuse to be put on hold?
 
I did more than that; I sent an email to their managing director. I got a lovely scripted reply back, from a person with a real name this time!

However, they have again decided not to give me a refund because they have not received the item. Despite once again my providing clear tracking information.

I think small claims court might be the easiest way to get the refund back. It's £60 which they pay when they loose (which they will) - I suspect it won't even get that far, if I open it today I suspect I'll get an email tomorrow saying that the item has magically turned up.

The only thing I'm unsure of is if I then close the claim without it going to court, I assume I don't get the fee refunded?
 
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I've generally found amazon to be one of the better online retailers when it comes to returns.

I've had similar happen in the past. I received an item, it had a fault so I requested a return.

It was collected the next day by DPD who provided me with a receipt showing proof of collection.

A week went by and the item was still not showing as received. I use the contact us feature where amazon call you, spoke to an adviser explained the situation and frustration, they could see that the item was collected and despite them claiming it hadn't been received processed a refund.

Amazon are definitely one of the most lenient when it comes to returns, I had one instance when a collection was scheduled for an item, they used citylink who didn't show. As re-arranging a courier for another day was inconvinient and I didn't want another potentially wasted day waiting for a courier, they suggested I use collect plus, and due to my hassle they processed the refund before actually receiving the item, obviously on the basis that if I didn't send the item back I'd be charged for it.

And in general on returns I never have hassle i.e having to argue why it's faulty, why I'd like to return it, or them rejecting my returns i.e scan computers lol

Anyway at this stage I'd be calling them up, it won't cost you anything, they actually call you. And I'd be surprised if you couldn't get a satisfactory resolution over the phone.
 
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You could try the live chat too, what are they saying in response when you say you have received it as you have proof?

Did you get a signature or is it just trackable? What means did you send it? Is it possible they made an error and not Amazon?
 
AlecR said:
I returned the item using City Link so I have a tracking number.

The tracking information (you can see it here; it doesn't have any identifiable information on it), clearly states that the item was delivered and signed for by AMAZON.
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I assume that was a collection arranged by amazon?

Normally they will look up the tracking information and can see the status, I'm not sure I understand how they can argue anything when it shows it was delivered?

What exactly are they saying? To be honest I find emailing etc very long winded, you can in a 5 minute conversation get 100 more answers than you would do sending 10000000 emails.

In a phone conversation you could explain the situation, the phone advisor will simply search the tracking reference and see the results of the tracking showing as delivered no? Plus on the phone you get instant responses as opposed to waiting for an email, then asking another question, then waiting for a response rinse and repeat.
 
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£60?! This is serious business! Email the MD again with a more strongly worded email but threaten court action this time too. That will show em!

Or you know you could follow the normal escalation channels and call/web chat them like any reasonable person...

/Salsa
 
AlecR said:
I returned the item using City Link so I have a tracking number.

The tracking information (you can see it here; it doesn't have any identifiable information on it), clearly states that the item was delivered and signed for by AMAZON.
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I agree with what most people are saying. Give them a call or go via web chat before going further with it. You might find them to be more helpful :)
 
I'd definitely call, without a doubt the first thing I always do is call. Emails/web chat etc is long winded.

Classic example scan computers, had to cancel an item, they say please reply to this email, so I do informing them of my wish to cancel....24 hours and nothing, no acknowledgement.

quick call to customer services and it's cancelled within 5 minutes with a cancellation email.

Before sending emails to md's and small claims court, I'd call, and if I spoke to someone unhelpful, I'd hang up and call again to speak to someone else...
 
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It seems a bit dodgy to me that it's signed for by "Amazon"? surely employees would use their real names so that if something goes missing it can be can be traced?

If Amazon are being unhelpful I'd be in touch with City Link to see if they can give any information as to who actually signed for it.
 
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AlecR said:
The item was £584.99.
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Still doesn't explain why you would go straight to defcon 3 and start emailing the MD (not that considering address will go anywhere near him/her) and considering court action before.you have exhausted the normal channels...

/Salsa
 
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