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

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So, you asked to be put through to an account specialist?

Or are we all now urged to track down the MD's personal details and then take up the age old GD tradition of depositing a 'present' through his letterbox?

GD; If you can't resolve something via email in 5 minutes, over react massively!
 
I've never had anything but awesome customer service from Amazon!

Get them to call you...

  • log in to your account
  • very bottom right, under "let us help you", click on "Help"
  • click on "Need More Help" and select "Contact Us"
  • it usually picks your latest order but click on "Choose a Different Order" if the appropriate order has not been selected
  • select "check status of return or refund" in the drop down
  • at the bottom of the screen, click on the Phone option
  • enter your phone number and you will have "call me now" or "call me in 5m" buttons

Ask them to sort it out - I'm sure you'll be sorted in minutes :)
 
Malevolence said:
This is strange. I've just this minute read the exact same thread on another forum.
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Online chat/phone..will be sorted out in a matter of minutes.
 
Or ring complaints. This situation is far simpler than the effort than has gone into attempting to solve it :p
 
theukmoog said:
I've never had anything but awesome customer service from Amazon!

Get them to call you...

  • log in to your account
  • very bottom right, under "let us help you", click on "Help"
  • click on "Need More Help" and select "Contact Us"
  • it usually picks your latest order but click on "Choose a Different Order" if the appropriate order has not been selected
  • select "check status of return or refund" in the drop down
  • at the bottom of the screen, click on the Phone option
  • enter your phone number and you will have "call me now" or "call me in 5m" buttons

Ask them to sort it out - I'm sure you'll be sorted in minutes :)
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That's what I did. They said they cannot help; only the account specialists can do so because the account is closed and they're only contactable by email.

I have tried the simple avenues of support but they're taking me nowhere :(
 
AlecR said:
I have tried multiple times to contact them by phone, they say there is no access to the account as it has been closed. Only the account specialists have access to the account, they said.
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I assume they are suggesting that they have closed your account? Presumably for violation of their terms and conditions (but have not specified exactly which condition you have broken?)

And you've been told to only contact [email protected]?

From what I have read online, you'll not get anywhere with any other form of contact. I would suggest you give them 48 hours to respond to your email. Then send another, informing them that if they don't notify you within 48 hours that they are willing to resolve this, then you will take legal action to recover the money.

Also, did you pay by credit card? You might have an avenue for claim there too. Let them fight the battle for you?
 
I have given them more than 24 hours. I first contacted them on the 2nd October about this. I have received absolutely of use apart from some blatantly scripted replies, written in fairly poor English.

I did not pay on a credit card, which I now realise was silly.

It looks like legal action is the only thing I can do now.
 
Then yes, I would begin looking at your other options.

I would still suggest that it is worth sending a final email saying that you will begin pursuing legal action against them if, within the next 48 hours, they cannot provide an adequate reason why you haven't been refunded.
 
Have you tried contacting City Link to find out if they have a signatories name on file? if they have accepted 'Amazon' as a signature (or not bothered to get one at all) then surely they have broken their contract with you? without a persons signature then City Link are still responsible for it I would think?

Did you send it insured? (presumably not?) it's a tough situation to be in because without a real signature Amazon can easily deny having received it. I would be chasing City Link because it's their responsibility to get a signature when you send something signed for, otherwise their drivers could just sign for stuff as 'Amazon' and steal them.
 
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div0 said:
I assume they are suggesting that they have closed your account? Presumably for violation of their terms and conditions (but have not specified exactly which condition you have broken?)

And you've been told to only contact [email protected]?
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Ah in that case, it's starting to make sense why advisers on the phone can't help.

If an account has been closed due to too many returns and received either
Hello,

We're writing to apologize for the number of issues you've experienced with your shipments. Your correspondences with us indicate you've required refunds on a majority of orders for a number of reasons.

Through the normal course of business, the occasional problem is inevitable. However, you seem to have had an unusually high rate of problems in your account history.

When unusual account activity such as this comes to our attention, we'll evaluate each account on a case-by-case basis to determine if additional action is necessary, including closing the account. We’d prefer to work with you to avoid that inconvenience, as we do value your business.

If you have any questions in the future regarding your account, please write to us directly at [email protected].

Continued failure to comply with our policies may result in the removal of both your Amazon.com buying and selling privileges.

We appreciate your cooperation and understanding.

Best regards,
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or

Dear [my name removed]

My name is Liam O'Shea and I represent Executive Customer Relations within Amazon.co.uk. One of our mandates is to address the most acute account and order problems, and in this capacity your account and orders have been brought to my attention.

A careful review of your account and related accounts indicates that you have required refunds on a large majority of your orders for a variety of reasons.

In the normal course of business, the occasional problem is inevitable. The rate at which such problems have occurred on your account is extraordinary, however, and cannot continue. Effective immediately, your Amazon account is closed and you are no longer able to shop with Amazon.co.uk.

Please know that any accounts related to this have also been closed. If you were to open a new account, the same will result and it will also be closed. In the event that you attempt to do so, we will not accept the return of any additional orders, nor will we issue further refunds in connection with any future orders. We appreciate your cooperation in refraining from using our web site.

If you require additional assistance, or have any concerns, feel free to contact me directly at [email removed]

Please do not make contact through the standard Customer Service channels again, as they will no longer be able to assist you.

Thank you for your attention to this email.

Regards,

Liam OShea
Executive Customer Relations
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Then amazon aren't really forthcoming from the point an account is closed, hence the issues Alec is facing. However I'd say it's a pretty straightforward as you have proof of delivery, it's their for all to see, an independent third party (being citylink) have provided proof that they collected and delivered a parcel to amazon.

WHat amazon have done with the parcel from the point of receiving it is nothing to do with him anymore.
 
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contact the courier and get confirmation that they Have delivered it, i had a recent incident with ebay where the courier(royal mail) somehow put down in the tracking that they had delivered an item to me which they hadn't.

When i called royal mail they admitted it was a mistake and the item was sat somewhere near heathrow to get sent back.

took a while to sort that one with ebay.
 
The fact the account is closed is irrelevant however; they've still broken the law in that they're keeping my money for no reason. When a company cancels your account, it doesn't give them the right to just break the law.

I have lots of ranting to do about them closing my account but I'll save that for another day.
 
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