Amazon query

Moonflowers · 7 March 2011 at 4:48PM

Hi

One of my orders from Amazon arrived late before Christmas. At the time they refunded me & the email they sent me said that the reason for refund was item arrived late.

Amazon have now emailed me to ask if the goods ever arrived because they want to charge me for the order. I've told them that they refunded me because of late delivery & sent them a copy of the email which said that. They are saying that they are still going to charge me for the goods though and that what was written in their original email was for internal code purposes.

Can they do this? I know I have received the goods (they were presents) but at the time I understood that they were refunding me as a gesture of goodwill because they failed to meet their original order arrival date.

Is it worth me arguing with them again (it's taken several emails with several people for them to actually understand what has happened)?

Any advice would be much appreciated.
Thanks

halibut2209 · 7 March 2011 at 4:52PM

Not really worth arguing at all. You have the right to cancel before delivery is made under DSR, but you are not entitled to keep the goods when they arrive.

sjbrun · 7 March 2011 at 8:24PM

You should have returned them - by writing not at this address or return to sender when you received the amazon packages - you would have probably known who they were from without opening as most amazon packages have their logo on the outer box or you should have contacted them requesting collection or make payment for them

Keeping them when you said they didnt arrive is theft and fraud.

Did you phone them up when you received them and asked what to do?

halibut2209 · 7 March 2011 at 9:27PM

Theft, possibly. Not fraud.

Moonflowers · 8 March 2011 at 12:44AM

No, I never told them the goods hadnt arrived. I contacted Amazon initially because they hadnt arrived & then the goods did arrive. Amazon then refunded me stating the reason for the refund was that the goods had arrived late. They did not send out a duplicate order, the original order just finally arrived.

When they recontacted me last week I again confirmed that I had received the goods & told them that their refund email stated late delivery as the reason for the refund.

Amazon are now saying that the phrase they used stating refund because of late delivery is just an internal code/phrase and that it doesnt actually mean that was why I was refunded.

I never pretended that I hadnt received the goods and I accepted the refund from them because I understood I was getting it as a gesture of goodwill because of late delivery.

sjbrun · 8 March 2011 at 10:26AM

you still need to pay for it or send it back unopened. You cannot have something and not pay for it. If your not careful they could start adding interest on from the delivery date.

molerat · 8 March 2011 at 10:47AM

I had delayed parcels and their e-mails stated that if the goods arrived to contact them to return or arrange payment if you wished to keep them.

Moonflowers · 8 March 2011 at 11:09AM

Ok, so basically it sounds like everyone thinks I shouldnt argue with them.

I would just like to say though that I have never deceived Amazon. They refunded me because the goods were delivered late. I never told them they had not arrived & I was not the one who cancelled the payment - that was Amazon. They did not tell me to contact them if the goods arrived, hence why I did not do this. They have now said they are just going to charge my credit card, so they will be taking the payment for the goods.

I have not and have never tried to be dishonest about this. As soon as they emailed me last week, I immediately contacted them to explain exactly what had happened. It does seem though that if Amazon tell you they are refunding you for late delivery, (NOT non-arrival of goods) then that is not really the case & you will eventually be charged for the order after all. I guess the gesture of goodwill just doesnt apply in these cases.

RadoJo · 8 March 2011 at 1:05PM

My guess is that they refunded you so that you would have the money to purchase replacement items for Christmas so as not to leave you out of pocket, assuming perhaps that you would source an alternative supplier for the products you had ordered and therefore return the originals sent out as they would no longer be needed. It sounds as though they were trying to help out so you weren't disappointed over Christmas, but obviously didn't explain the full implications of what they expected from you. My guess would be that they were receiving thousands of queries at that time due to delayed post during the bad weather so possibly they were not as clear as they should have been, which is a shame, but at least it has been resolved now.

mmmsnow · 8 March 2011 at 4:59PM

I experienced the same thing at Christmas. I contacted Amazon and spoke to several members of their customer service department (who were varying degrees of helpful, I may add!). They did make it clear that they were refunding me because the delivery would not arrive on time and I was told that if I decided to keep the goods (if and when they arrived), they would recharge me at a later date. When my items arrived (about three weeks late), I sent them straight back using the returns slip from the website.

Do you still have the e-mail detailing the refund? If so, I'd recommend re-reading it.

"Late delivery" is one of the options you can pick as a reason for a RETURN. Others include "Item purchased in error" etc. All come with the expectation that you will return the item. Amazon usually wait until they receive the package before they issue the refund but they obviously thought that it would be a nicer gesture to refund those who would lose out at Christmas (as RadoJo said, so they could make alternative arrangements regarding gifts).

Amazon query

Comments

Confirm your email address to Create Threads and Reply

🚀 Getting Started

Categories

Is this how you want to be seen?

Get our FREE Weekly email full of deals & guides - and it’s spam-free