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  • FIRST POST
    • ANNA
    • By ANNA 12th Jun 17, 10:33 PM
    • 138Posts
    • 20Thanks
    ANNA
    Faulty Amazon.uk item purchased
    • #1
    • 12th Jun 17, 10:33 PM
    Faulty Amazon.uk item purchased 12th Jun 17 at 10:33 PM
    I purchased an item on Amazon uk website, which turned out to be immediately faulty.

    The Amazon seller agreed for me to return it, which I did at my expense, by RM and I obtained a proof of posting.

    Now the Amazon seller is claiming they haven't received it. They are in Scotland. I am in England. I submitted the proof of posting but they refused to refund me both the purchase price and the return postage on grounds that they can't trace it with the many returns they get.

    What are my rights plse and what should I do next. It is now almost 3 months since my purchase. Ideally, I would like my full refund and buy elsewhere. I've found it on ebay but it is dearer.
    Last edited by ANNA; 12-06-2017 at 11:09 PM.
Page 1
    • Moneyineptitude
    • By Moneyineptitude 12th Jun 17, 10:44 PM
    • 18,788 Posts
    • 8,952 Thanks
    Moneyineptitude
    • #2
    • 12th Jun 17, 10:44 PM
    • #2
    • 12th Jun 17, 10:44 PM
    Did they really state they can't track your item due to the volume of returns?

    If so, they really don't have a leg to stand on because that implies that they've lost it.

    Different if they simply stated categorically your item hasn't been received.

    Did you insure this parcel?
    • ANNA
    • By ANNA 12th Jun 17, 11:08 PM
    • 138 Posts
    • 20 Thanks
    ANNA
    • #3
    • 12th Jun 17, 11:08 PM
    • #3
    • 12th Jun 17, 11:08 PM
    Yes.
    "Have you enclosed a note with your details so we know who it is from"
    Yes, I added my details to the printed slip."
    "Ok thanks "
    Reminder: "I returned this item on 21/03/2017 & still no refund"
    "Did you get a receipt from the post office if so can you please send me the barcode, and I will get this tracked for you online"

    It seems like at first they are saying they have problems identifying what they got back from whom. Then they change tack to imply that unless there is tracking, they didn't receive it.

    I don't have tracking. I sent it RM 2nd class with proof of posting.
    • Ebe Scrooge
    • By Ebe Scrooge 12th Jun 17, 11:08 PM
    • 3,677 Posts
    • 3,058 Thanks
    Ebe Scrooge
    • #4
    • 12th Jun 17, 11:08 PM
    • #4
    • 12th Jun 17, 11:08 PM
    Did you contact the supplier directly, or Amazon ? If it was the supplier you contacted, it is well worth contacting Amazon to see if they can help. In my experience they are very good at sorting out faulty goods, whether bought directly from them or via a third party seller.

    That aside, you've given them proof of posting, they're claiming they didn't receive it ? That's their problem - they should be refunding you, then taking up their argument with RM if they want to. But if you get nowhere with this, then definitely contact Amazon - I very much doubt they'll be keen to retain a seller on their books who has so many returns that they can't keep track of them !

    Just as an aside, and for future reference ... if you buy something online that turns out to be faulty from the outset, it's not you that pays the return postage - it's the supplier.
    I may not know much about art, but I know what I like.
    • wealdroam
    • By wealdroam 12th Jun 17, 11:27 PM
    • 18,379 Posts
    • 15,258 Thanks
    wealdroam
    • #5
    • 12th Jun 17, 11:27 PM
    • #5
    • 12th Jun 17, 11:27 PM
    I purchased an item on Amazon uk website, which turned out to be immediately faulty.

    The Amazon seller agreed for me to return it, which I did at my expense, by RM and I obtained a proof of posting.

    Now the Amazon seller is claiming they haven't received it. They are in Scotland. I am in England. I submitted the proof of posting but they refused to refund me both the purchase price and the return postage on grounds that they can't trace it with the many returns they get.

    What are my rights plse and what should I do next. It is now almost 3 months since my purchase. Ideally, I would like my full refund and buy elsewhere. I've found it on ebay but it is dearer.
    Originally posted by ANNA
    Anna, as you returned the goods at your expense, they remain your responsibility until delivered.

    What is the value of the goods?

    Perhaps you should be claiming from RM for the lost package.
    Do you still have the Certificate of Posting or is that now with the seller?
    With the CoP, the maximum compensation is £20 plus the postage cost.
    Without CoP, it's six first class stamps.
    • ANNA
    • By ANNA 12th Jun 17, 11:30 PM
    • 138 Posts
    • 20 Thanks
    ANNA
    • #6
    • 12th Jun 17, 11:30 PM
    • #6
    • 12th Jun 17, 11:30 PM
    Thanks I dealt with the supplier direct on the Amazon uk website.

    I have now tried to contact Amazon by filing an A-to-Z guarantee claim but it did not send. I'm out of time to make a claim apparently, even though I have contacted the seller on the day of receipt back in March and ever since.
    • ANNA
    • By ANNA 12th Jun 17, 11:34 PM
    • 138 Posts
    • 20 Thanks
    ANNA
    • #7
    • 12th Jun 17, 11:34 PM
    • #7
    • 12th Jun 17, 11:34 PM
    Thanks. I photocopied the CofP and emailed the attachment direct on the Amazon.uk website.
    I'm pretty sure the seller received it but have chaos their end. I was getting replies from 2 different people and having to repeat myself. When I referred to my previous emails they wanted the info all over again.
    Time-consuming for under £20. I feel cheated.
    • ANNA
    • By ANNA 12th Jun 17, 11:38 PM
    • 138 Posts
    • 20 Thanks
    ANNA
    • #8
    • 12th Jun 17, 11:38 PM
    • #8
    • 12th Jun 17, 11:38 PM
    I have found the seller has a website on google which reveals a tel no.

    I am minded to phone my complaint through tomorrow.

    And google maps shows them located on a proper trading estate, so I would have expected a more professional approach to customer returns.
    Last edited by ANNA; 12-06-2017 at 11:44 PM.
    • angryparcel
    • By angryparcel 12th Jun 17, 11:53 PM
    • 756 Posts
    • 422 Thanks
    angryparcel
    • #9
    • 12th Jun 17, 11:53 PM
    • #9
    • 12th Jun 17, 11:53 PM
    one vital mistake was sending it just as normal mail, proof of posting means you posted it, but does not mean they received, you should always use a tracked service.

    And google maps shows them located on a proper trading estate, so I would have expected a more professional approach to customer returns.
    that means nothing, you can pick up a small lockup on industrial estates from £20 a week with easy get in get out contracts
    • wealdroam
    • By wealdroam 13th Jun 17, 12:26 AM
    • 18,379 Posts
    • 15,258 Thanks
    wealdroam
    one vital mistake was sending it just as normal mail, proof of posting means you posted it, but does not mean they received, you should always use a tracked service.
    Originally posted by angryparcel
    A Certificate of Posting is perfectly adequate for goods with a value of less than £20 - as in the OP's case.

    If the package fails to arrive, then a claim from RM will produce the right result.

    ANNA, keep an eye on your dates. A claim from Royal Mail must be submitted within 80 calendar days of posting.
    • Fosterdog
    • By Fosterdog 13th Jun 17, 6:19 AM
    • 2,923 Posts
    • 5,047 Thanks
    Fosterdog
    A Certificate of Posting is perfectly adequate for goods with a value of less than £20 - as in the OP's case.

    If the package fails to arrive, then a claim from RM will produce the right result.

    ANNA, keep an eye on your dates. A claim from Royal Mail must be submitted within 80 calendar days of posting.
    Originally posted by wealdroam
    As it was returned on 21/3/17 the 80 days would have been on 8/6/17 so already out of time by a few days.
    • unholyangel
    • By unholyangel 13th Jun 17, 4:22 PM
    • 10,860 Posts
    • 8,111 Thanks
    unholyangel
    Yes.
    "Have you enclosed a note with your details so we know who it is from"
    Yes, I added my details to the printed slip."
    "Ok thanks "
    Reminder: "I returned this item on 21/03/2017 & still no refund"
    "Did you get a receipt from the post office if so can you please send me the barcode, and I will get this tracked for you online"

    It seems like at first they are saying they have problems identifying what they got back from whom. Then they change tack to imply that unless there is tracking, they didn't receive it.

    I don't have tracking. I sent it RM 2nd class with proof of posting.
    Originally posted by ANNA
    What makes you think any business wouldn't have problems knowing who a return is from if no identifying details are included?

    It sounds to me as if they got your query and answered it based on the most common reason for people not getting their refund - that they hadn't included details. You then made them aware you still hadn't received it at which point they realised it had probably gotten lost in the post.

    Tbh I don't see a thing wrong with how the company have responded or think they've been unprofessional in the slightest.
    Money doesn't solve poverty.....it creates it.
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