Amazon Returns complaint... help needed!

blondnc

I bought a Kenwood FP980 from Amazon for £250 (rrp nearer £350+). After trying to use it I have found that the built in weighing function doesn't work, and reads AdLO.

I contacted the manufacturer (Kenwood) and they said it is a known fault and to return the item for exchange.

Amazon said they could send me a replacement, so happy days. They then emailed me late on Friday to say that this item will not coming back into stock.

Now I want this item, or another version of it. And I have spent alot of money on it but also got it at a good price. Amazon are just saying they can now only offer me a full refund, but I want them to fund sending the huge box it came in to the manufacturers!

What is reasonable action in these circumstances?

visidigi

The price you paid is the price you get back. So your refund will be what you paid.

As the item was returned as faulty the retailer has the choice of refund, repair or replace - they cannot replace, the cost of repair is most likely prohibitive (especially given the price you paid was already heavily discounted) so they have decided to refund you.

You would have got free returns from Amazon to return the item to them for refund - so I am missing how this has cost you anything?

Are you saying you want amazon to send it to the manufacturer to have it repaired? is that what you mean about the box or what?

Overall it sounds to me like the number of returns has meant that Amazon have stopped stocking the item...therefore, you will need to find another, from them or someone else, cheaper, for the same price or more by paying the difference.

The action they have offered you, is totally reasonable.

Hintza

Above post covers all I would have said.

blondnc

Hi thanks for your replies, this has now been resolved.

After contacting Kenwood again, they have agreed to replace it directly with a new item!

Thanks again, Nicole

visidigi

you really should have put up a different title - its not amazon you had the complaint with, its Kenwood.