Amazon lost a returned item

adenewton

My girlfriend seems to be having terrible luck with online purchasing lately.

She returned a number of items to Amazon, couple of dresses, a top, and some shoes.

Everything's been refunded apart from the shoes.

It was all in one package, tracked, signed, weighed, so the weight obviously proves there was more in the package than just a few tops!

They are now saying the shoes may not have been in the package, and they may be lost.

Obviously these are not cheap shoes and she can't afford to just have amazon claim they've lost them. We've got prove of delivery their end, and they say they just scan the package, not every item in the package??

This has been going on for a few days now, and speaking to them on the phone is getting tiresome as they continue to read off their script!

Any advise on the next best step to take other than directly emailing their CEO so someone with an ounce of common sense may pick up the complaint.

I'm not sure the complaint can be took to Royal Mail for compensation because obviously the item has been received at amazon's end!

Thanks

custardy

you wont get compo from RM
I would scan the POP and forward it to Amazon showing them the weight
inform them given the weight demonstrates that the shoes would have been in the package,its up to them to find out what they did with them,
and you look forward to seeing your refund in your account

jenniewb

Amazon are normally very good with customer service, has your girlfr tried calling them or arranging them to call her? (this is available on the website-they call you on a number supplied). They would take the recorded delivery item number and be able to vouch for where it is as it will show the item has been taken by them or on their premisis.

adenewton

Well, we're still waiting. One lady seems to have taken on the responsibility and has been promising a refund for the past 2 days now, but it still hasn't happened! Keeps saying she'll email when it's done, but never does. She just asked for the tracking number, again!

Feel like going round in circles atm!

jenniewb

adenewton wrote: »

Well, we're still waiting. One lady seems to have taken on the responsibility and has been promising a refund for the past 2 days now, but it still hasn't happened! Keeps saying she'll email when it's done, but never does. She just asked for the tracking number, again!

Feel like going round in circles atm!

Have you tried phoning? I've had better results when I can speak to a person and get answers then and there, if you feel like your going round in circles on the phone then its easier to ask to speak to a supervisor/manager and get more conclusive answers. Once you've given the tracking number you shouldn't need to give it multiple more times!

adenewton

Oh yes, been speaking to them since Thursday. I've replied to this email, as well as using the form, and forwarded it to the CEO.

Attaching the receipt and a print screen of the signature and date and time of parcel as they seem unable to get that right themselves, as well as the long history and a threat of office of fair trading.

Hopefully sometime with an ounce of common sense will pick it up and resolve it. They've lost them on their premesis that's their problem. Not ours.