Amazon Seller accuses me of putting in 'bogus claim'

Elmy

Hi All,

This is more of a rant as I am quite upset by this and I can't see any hope of getting a refund as Amazon customer services seem to be 'manned' by robots.

I have been ordering from Amazon for years and have never claimed for a refund and only one ever exchange (this was on a Tom Tom which had a faulty home docker).

I recently made a purchase through a Marketplace seller to the value of £11.97. The item did not arrive and after having given it some time I contacted the seller through Amazon. This was the seller's response:

"Hi, thankyou you for your enquiry. Our courier tells us, after missing you the first time, they made a redelivery on the 17th and it was received and signed for."

I asked them to confirm the delivery address. After getting no response I contacted Amazon for a refund. They stated that I had done everything correctly so far and advised me to put in a claim for the refund. This was Amazon's eventual response:

"The seller provided us with <courier name removed> tracking <no. removed> that shows a delivery with signature acceptance. Amazon.co.uk is not able to resolve shipping problems after delivery. We advise you to contact <courier name> as well as your local authorities if necessary in order to pursue this matter further."

Note that there is still no mention of the delivery address. Neither the seller nor Amazon supplied me with any information about the courier other than the tracking number. I then brought it on myself to look them up on Google and enter the tracking number. I then called up the courier company who confirmed that the address typed into their system was a different address to that which was supplied to Amazon by me. They advised me to go back to the seller/ Amazon.

Well I have gone back to Amazon with my findings and sent a copy of my emails to the seller. They replied in short, saying, as far as they are concerned the case is closed. Amazon say they are still investigating the matter with the seller but I am a bit dubious about that.

I have left the seller bad feedback stating the facts. They have replied with the following comment:

Seller Response: "Please be honest,your order did arrive and was signed for, our courier provided proof to Amazon who were satisfied and refused your bogus claim."

I find their 'customer service' absolutely appaling. To openly accuse me of acting fraudulently and lying is beyond belief. My relations with Amazon have also soured and after having spent thousands with them over the last 8 or so years I can safely say I will think twice before ordering anything from them again. To make matters worse, I have nearly £80 worth of voucher recently given to me and I cannot bring myself to spend it.

I know the amount of money involved is relatively small and it is not the main issue here. This Marketplace seller needs a lesson in customer relations and common manners. I would have been a repeat customer with them but it appears that Amazon has lost a regular customer through all this as well.

Sorry for the long post and I am now going to write this down to experience.

tallyhoh

Did you pay by paypal? if so put in a claim with them.

Elmy

Unfortunately not. I paid with a Visa card. The transaction is over sixty days now, I think so I don't know if I can claim - they are closed today so I will call them again tomorrow. I was loathe to claim from them as I don't see why they should pay for someone else's mistake. Plus I was naive enough to think Amazon would be efficient enough to investigate the matter thoroughly.

tallyhoh

Seems to me that the courier signed the delivery himsef. Ask them for a copy of it & tell them you are reporting it to the police as theft.

hollydays

If it is any help-yesterday I received an item from Amazon-strange as I hadn't ordered anything.The postman got the road name wrong.I then spent 20 minutes being put intermittantly on hold while they could not understand that I had not ordered it.It wasn't mine,and I was suggesting they sent me a returns label.Eventually they told me to keep it.

Elmy

Hi tallyhoh. Thanks for the suggestions.

I did ask the pesron I spoke to at the courier company if they could send me any kind of documentation to show where the item was delivered to. Unfortunately she side stepped my question and stated again that I should contact Amazon or the seller. At the time I didn't think it would be a problem as it seemed quite clear cut and would be easy for Amazon to verify this with the couriers. Unfortunately, their customer services can't seem to grasp the concept of a wrong delivery address. I have spoken to 3 different people and they repeatedly ask me whether I have received the item. I have told them till I am blue in the face that 'no' I haven't and that the issue is that it was delivered to the wrong address. I have asked them to tell me what address is actually on the signed proof of delivery. They couldn't answer me. These are their exact words:

"The seller provided us with <courier name> tracking <number> that shows a delivery with signature acceptance"

A little carefully worded, don't you think? The courier company have given me the address and there are tracking details on the website but none of the details are mine!

I doubt the courier would want to steal it as it is of absolutely little use to most people and the name of the seller would give a hint as to what the product was.

I've tried to call the couriers again but they are now closed (despite their telephone voice message saying they close at 6:30). I'm not sure if I should call the cc company yet as Amazon say they are still looking into it and will get back to me. I really want to see the proof of delivery (with an address on it) until I take any further steps. It really isn't about the money any more but rather the fact that I have been treated by the seller like a criminal and not a customer. I have asked Amazon to remove the seller 's libellous comment from their website but they have yet to act. If it indeed has been the courier company who has made a mistake then all that would have been needed was the seller to state that they had given the correct despatch details and so are not at fault I could have just let it go as one of those things that happens as it is not a huge amount of money. Instead they refuse to acknowledge a mistake has been made and have treated me with utter derision.

Elmy

hollydays wrote: »

If it is any help-yesterday I received an item from Amazon-strange as I hadn't ordered anything.The postman got the road name wrong.I then spent 20 minutes being put intermittantly on hold while they could not understand that I had not ordered it.It wasn't mine,and I was suggesting they sent me a returns label.Eventually they told me to keep it.

We seem to have crossed posts (if you'll excuse the pun) . I get wrong post every now and then but I've never before had anything get lost in the royal mail post myself let alone a package delivered by courier.

Takoda

I order quite a bit from Amazon but I'm always wary when the item isn't sold by Amazon themselves. To the extent that I don't order unless it is supplied by Amazon or starfish or whatever the Jersey bit is called!

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hayley11

I don't think you can claim on your credit card unless it's over £100.

I'd be inclined to put it in writing to Amazon head office with any proof that you have and see where that gets you. Find out who the MD is and address it to them, that should get you a quicker response.

Do you have other addresses set up on your Amazon account? Perhaps it's been delivered to one of them by mistake, if you have got other addresses, have you checked with the people that live there?

Hope you get it sorted

isplumm

couldn't you get that proof about the wrong details & send to the seller - printed copy or something??

Mark

Elmy

Takoda, I've order so many times from Amazon and it's Marketplace sellers and never had a problem (law of averages, I know). I have ordered from this seller before (I thought this was my 2nd but a quick check reveals this was my 3rd order from them).

hayley, I don't have any other addresses set up wiith Amazon. The address the couriers have on their system and to which they delivered is on the same street but is 22 numbers out from my delivery address (it is my parents' home which is where I have most of my deliveries sent to - Amazon and non-Amazon - as there is always someone in). The 2 door numbers have no digits in common. The tracking details state the colour of the door and the name of the person who signed. Neither myself nor my parents know the people at the other address. I don't have any proof - only what the couriers have told me. I want to get that proof from the couriers but they seemed reluctant to send me anything the first time round but I will try again.

isplumm, Amazon asked me if I wanted to contact the seller direct (which I had done once already). I told Amazon as they had ignored my second e-mail I did not want to engage in any sort of correspondence with them. I then had a change of heart and forwarded my emails which I had sent to Amazon re: the address mixup thinking this might help things along. They replied with the short sharp response that the case was closed. For some unfathomable reason they have decided to label me a fraudster (on their feedback page) which I take exception to. They seem very closed minded and I no longer see how sending them proof will help. They can obtain this themselves but are either too lazy or incompetent to do so.