VR Headset bought and returned but not refunded because money charged back on my card

[Sarge2255]

I mistakenly bought an Oculus VR headset from Amazo* like 4months ago and returned it because I did not like it. They refunded me 3 days later, I posted back the VR headset in the box via the Hermes Drop Shop and got the confirmation of postage (I always take pics of this and the item as proof ).


Yesterday, I checked my card and they took £350 without my permission. So I contacted them, and they claimed that I sent the incorrect item back and refused to return my money. I have initiated several chats and they have all refused to return my money. They claim that I sent a totally different order ( a home decoration order with many items, worth like £250), they also said they have discarded the items and should I sent back the VR headset they are happy to refund it (When it was already sent back to them).


What can I do? As I have been conned by a multi-billion dollar company. They have the item and my £350.

 

[Sarge2255]

Ask for evidence as I assume they have cameras monitoring the returns centre. If you do a chargeback via your bank you may get refunded but Amazon will close your account and black list you.

I asked for evidence and they said they have disposed of the items and that they recieved the update from their call center and the call center has no phone.Then they cut me off politely.

So they would black list me after attempting to steal my £350, that is not a fair way to do business.

I feel conned and it has a sour taste.

 

[Sarge2255]

Is there a chance that a delivery person recognised the amazon returns label, and swapped the contents?

I don't know, because Amaz** offered the item return method and I selected the Hermes Drop Shop, used it a few times before. If that is what happened, they don't even care and seem to think stealing my money is fine.

 

[Sarge2255]

If you do a bank chargeback they will. You could also try small claims if you are getting nowhere.

If I get my money back? I don't care about that site anymore, I've lost all confidence and will use other sites instead .

 

[Sarge2255]

What are Hermes saying? They should see that the package was received at the droop point….

I would imagine they probably weighed it too. Might be another way to fight with Amazon.

Just a point though, a chargeback isn't an instant refund. Amazon will get to have their say and defend their actions. They will need to show evidence though. So if you're planning on a chargeback tell them first, and tell them you have delivery number, weight etc. Ask them what they have. They may choose to refund you or they might at least show you the other stuff.

I'd be asking why they didn't return the 250 worth of home stuff. Or consider maybe some labels got switched as ity seems ridiculous to send them stuff worth so much of you're trying to scam them.

I took a photo of the card/postage receipt that I received from Hermes Drop shop when I posted the item. However, when I put in the 8 digit code into the Hermes tracking, it says "The entered code is not valid".
I'm not sure why it is saying this?

I'll tried to phone to ask what's going on, but it's impossible to speak to a Human as the call robot asks for a 16 digit code which I don't have (the postage receipt has an 8 digit). Even the system does not accept the 8 digit code. So I can't even speak to a human.

My evidence is proof of postage and images of the item that I posted. There is nothing else I can provide. I felt sick yesterday because of this issue as Ama.. are already very rich and should not need to scam me.

 

[Sarge2255]

May I ask why you chose to return the device 4 months after use?

Don't you only get 30 days for a "change of heart" return? The rest of time should only be to claim in warranty for repair etc.?

I returned it 7-10 days later 4 months ago

 

[Sarge2255]

Amazon aren't scamming you. Why would they?

From everything you said so far, it looks like somebody in Hermes, either deliberately or accidently, messed up your return.

And I checked the Hermes website. There is an online chat tool? did you try that? It's "called get in touch" on their front page.

Its Amaz.. who took the money from my card, they have not listened to a word that I have said , I returned the item through their required delivery service(Hermes). They simply won't listen or even investigate. And have even discarded the other item

I am going to the One Shop to get some answers first.

UPDATE - I went to the Hermes shop , showed them their card and explained it. They could not even get the tracking and just said well Ama.. recieved it and all I can do is contact their Hermes customer service which can't be contacted as I explained.

When I go to their Hermes chat and enter the tracking number. It says
"I can't find anything with the number you've provided. Would you mind checking & trying again? It's your 16 digit tracking number". The card given at the shop has an 8 digit tracking number that does not work on their sites.


I have literally had £350 stolen from me. I did not even authorise them to withdraw the money from my card?

 

[Sarge2255]

It seems bizarre that they'd charge your card 3 months later. When was the item confirmed to be delivered?

I agree, that caught me off guard, I recieve an email to return the item 2months after it was returned but I just assumed it was some sort of error. Almost 1 month or so later I have seen £350 stolen from my account.

The whole thing is bizarre, they are clearly confused and think they can steal money from people and not get in trouble. Should I report to the police?

 

[Sarge2255]

Do you have proof that you sent the item back? If not, what do you want the police to do?

Was there no confirmation that the package was delivered? Was that email asking about it 2 months later the only contact? Why wouldn't you send back a message saying it was returned already at that point?

Yes, I have the proof the returning customer gets(a receipt from the Hermes delivery service, provided by amazon, with tracking number). I fortunately also took photos of the item prior to packaging it and sending, just because it was an expensive item.

You aren't reading what I am saying. According to Amazon you sent back the wrong thing.

I presume sent you Amazon sent you a returns label that you put on the box and then brought that to the Hermes drop off point? Did you get a receipt at the Hermes Drop off point? The card you get off them will only have an 8 digit code, the returns label that you got from Amazon should have the 16 digit code. If it's not there it should be in your orders/returns section on the Amazon website.

You should check your email from them when they refunded you the money in the first place. It should say something in that email about it been an advanced refund and they will charge your original payment method if they don't receive the item back. That's why they had permission to take money from your account.

I presume sent you Amazon sent you a returns label that you put on the box and then brought that to the Hermes drop off point? Yes I did. It was a scan QR code at the shop and it produced a label to stick on the box. That was all done.

Did you get a receipt at the Hermes Drop off point? Yes I did get a reciept as proof of postage.

The card you get off them will only have an 8 digit code, the returns label that you got from Amazon should have the 16 digit code. If it's not there it should be in your orders/returns section on the Amazon website. Yes that is correct. However, no 16 digit Amazon code as this was a QR code and the 8 digit codes does not work on the Hermes website or automated call.

You should check your email from them when they refunded you the money in the first place. Yes they refunded the money like 2months ago and then took it back from my card despite me returning the item.

It should say something in that email about it been an advanced refund and they will charge your original payment method if they don't receive the item back. That's why they had permission to take money from your account.

Ok but the item was returned as I mentioned, so they did not have any permission ( I have the proof so that is thieving).

I've been stung!

 

[Sarge2255]

imagine they probably weighed it too.

You have evidence. Not proof. You need proof of delivery from Hermes. That still doesn't prove that a Hermes employee didn't swap the contents but it helps.

The weight of the package would be useful too and may be on the receipt.

Was the packaging a plain box?

I know hermes offer a drop service where you can return the item and they'll package/label it and return it for you. Which makes me wonder if the packaging wasn't a plain box and the person in the shop has effectively replaced the item in the box after submitting the return. All you have then is a slip to say you've returned it to Amazon, and now Amazon have a box that doesn't contain the item.

I'm not sure that you have any options here as you have no proof of what was in the box. You could try a small claims court, or even a charge back / fraudulent charge on your card and see where that gets you - but as others have said, if your bank forces the refund back to your account Amazon will more than likely ban you from using them again.

Well, tbh that's not my concern, I have already returned the item via Amazon's own postage service and recieved proof of postage ( the reciept Hermes handed me ). If Hermes lost , destroyed,stole , ....the package after I posted it, that has absolutely nothing to do with me ,they are liable and incompetent.

I returned the item as they asked and they are also keeping my money, with excuses.

They can't even provide any evidence that I sent the incorrect item. I can provide evidence I sent the VR headset and also have the reciept.

I'll do a bank charge back to get my money back thanks.

I'm also going to pursue a small claim court case for stress, £5k I have been hurt and stressed over this as it's going to last for weeks. It's only fair I get compensation for them steeling from me, even if it's due to their incompetence.

 

[Sarge2255]

And a chargeback is no guarantee you get your money back. If amazon have good evidence that there was something else in the box, then the bank will return the money to them.

I hope not, but I know the banks will not want to pay up anyway. I need to argue my case. But if they don't pay up, I'll close all my accounts with them.

I sent the item and even have proof of that and reciept of postage. I returned the item. I'm not liable if they are incompetent and have mixed up the returns etc.

They better have some well made up evidence, showing the same box I posted with the incorrect items ( which they have now discarded).

I'm quite stressed and sad, I hope my bank can help.i would never order from them again anyway.

 

[Sarge2255]

It really doesn't bother the bank whether you have the money or amazon, they're probably be more likely to favour you, but it's no guarantee.

You have a receipt of postage. Amazon are not denying that you sent a package, so that receipt is potentially meaningless. Does it have a weight on it?

Do you have confirmation of when it arrived? Find out when amazon thought it arrived.

Did you order any home decor type stuff from amazon?

As for suing them for £5k for stress? Let me know how that goes...

I would have used Royal Mail but Amazon forced me to use their own courier (Hermes). The Hermes proof of postage reciept is not even showing any information so again their incompetence is showing up (it does not show weight unlike Royal Mail). Amazon confirmed in the chat, that they recieved the item 2 times. As for the contents, I took pictures of the headset before posting in its box, this is simply the best I could do at the time.

I had posted/returned the item 100% exactly as they asked.Now they claim the wrong item was posted. reading through here, it sounds like they could have mixed up the order, or someone stole the VR headset and swapped it with another order, or just plain incompetence on their part and they are not even investigating it and I will continue to email them to. Either ways it's simply not fair for me to pay the bill for that.


The small claims court proceedings for stress will definitely be done, even if it costs me money I am going through with that and will ask for £5k for the theft of my money and the stress it has caused.

 

[Sarge2255]

yeah thats not how it works, if the Bank decides in your favour they charge the merchant incl. the costs of managing the complaint. Your key to winning any dispute is having evidence, responding to any questions and determination... don't get distracted by any morale arguments Amazon aren't in the business of scamming people thats just how it feels to you and it wont help reach a resolution you can't decide who is or is not liable that's the realm of courts, and you're not at that stage what you have on your side is statutory consumer rights.

I'm gonna suggest this has little to nothing to do with VR at this point and I wish you luck in reaching a resolution.

Thanks you, I'll focus on the evidence and pictures that I had taken. I know it will not be easy with the bank and detemination is what I need.

 

[Sarge2255]

The problem with this sort of thing (usually eBay rather than Amazon, but same applies) is that you don’t actually have proof that you sent them the item.

You can take any number of photos, have a tracking number etc but at no point is it actually really possible to prove what was actually sent. Playing devil’s advocate (and not suggesting that you did this at all) you could have placed the item in the open packaging, taken a photo or video, and then removed and replaced it with something else (and if you are smart, something of similar weight). It is a common scam that Amazon will deal with daily.

Other than having an independent witness watch you place, seal and post the item there’s just no realistic way to actually prove it… short perhaps of continuously videoing the open package in the drop off store, sealing and handing it over.

I wish you the best of luck in getting it sorted however!

Well, Amazon could have easily been annoyed with the return and used this method to keep the item and my money. Or simply someone on thier side has clearly stolen or messed it up.

Surely some investigation needs to be carried out and the item reported stolen to the police as I sent it to them. This is fraud as far as I'm concerned.

I read that Distance Selling regulations protects customers from this type of fraud. I intend to get cover from this.

 

[Sarge2255]

I returned the item with Amazon's only required and forced postage choice.

So even if what some people have said were true like, Labels were swapped, amazon staff stole it, amazon staff swapped labels etc..

That's not my concern, I sent the item back in line with Distance Selling Regulations and I am entitled to my refund. I don't care if they claim to have recieved chicken legs on bbq sauce.

 

[Sarge2255]

In fairness to OP. This is what happened to me with another high cost item. Got refund 3 days. Then got charged 3 months later. But I just called them complained told them the Hermes number and got instantly refunded.

They just told me they would be doing an internal investigation and that's the end of it.

Hi, let me try this, but I feel I'm getting no where.

I have changed the Thread title, but can't move it to general.

Hermes was the only postage option and Amazon even generated the QR code for the postage so I see it as they are together in the returns process and should communicate with each other on this rather than just bill the customer despite complaint.

I will tally up the exact cost of items that they said they recieved and it was a substantially heavier order than a Quest 2. It would weigh like 20kg plus.

Haggisman, I agree, why would I not just send back a brick if I was sending back a wrong item to scam , instead they claim they recieved an assortment of decorating items. They refuse even to investigate and have just charged my card with £350 despite me saying that I sent it back. How can I get then to see that it was incorrect?

 

[Sarge2255]

Threaten them with a chargeback and see what happens.

Write an email to [email protected] explaining the situation in detail. And say how upset, angry and stressed you are about this. However, don't accuse them of scamming, been thieves etc. Emailing Jeff has worked for some people.

And also keep pressure on Hermes. You gotta keep chasing them down.

But, you have to be patient too, you might not getting anything back for ages. You might not get anything back at all.

Ok let me do this. With Hermes, it's impossible to speak to a Human as the 8digit code does not work , so I can't get to speak to Hermes at all.

 

[Sarge2255]

Is there a Hermes depot nearby you could visit in person?

No, there are corner shops that process the Hermes returns but surprisingly no post office like buildings.

They appear not to have a phone number with an actual human too. A rotten system.

Parcel force is just as bad but you can talk to someone, posted an item for £20 postage and they said because its past 2.30pm collection time the parcel will get there on Tuesday lol

 

[Sarge2255]

Apparently, I'm reading that Amazon is not covered on section 75?


It appears that I have recieved my £350 back . What's strange is that I cancelled my card, but yet the refund came back on my account. Thanks for all the help!!!

I hope they don't debit my card again because I don't trust them anymore and doubt I will ever make a big purchase with them again. I had spent a lot of money with them this year.

 

[Sarge2255]

phew !!

so you got your money back and the money back for the return?

Looks like it, still don't know how they refunded it to the cancelled card. And I'm hoping they don't steal the money again. Might have been the constant emails, calls, negative ratings and warning of court action.

So what do you think triggered the refund? Who did you get in contact with on amazons side to resolve?

Or do you think they finally located your headset and issued the refund?

I don't know as I would have expected them to email me confirming this. I guess Amazon just decided to return my stolen money. They are a law unto themselves. I found that they are exempt from credit card protection UK laws because they are using a loop hole. Never again, will I purchase anything costly on there.