Amazon seller not responding

TomsMom

I received an item of clothing from an Amazon Seller which turned out to be faulty.

The Seller's invoice included in the parcel gave details of how to return items direct to them, and that for refunds and exchanges this must be done within 7 days of delivery, but Amazon states that the correct procedure is to go through Amazon.

I sent an email through Amazon on the day of delivery (17 Oct) but received no reply. I sent another email yesterday (22 Oct), again no reply. I would have been happy with an exchange but with such poor customer service so far I've decided I want a refund.

I've just gone to the Returns Support Centre on Amazon's website to print off a label but the only option I had was another message to be sent to the Seller and for me to await their reply with their approval to return it which can take up to 48 hours, and that takes it beyond the 7 days mentioned on the Seller's invoice.

The Seller is quite a big concern as included in the parcel is a large catalogue from a well known name (which wasn't the name of the Seller). I checked out the Seller's feedback before I ordered and went ahead because they had excellent reviews.

What do I do now? There is no telephone number or address on the Seller's invoice (other than the Returns Dept address) and there is no mention anywhere of a refund of original or return postage (and they recommend registered post for returns) when an item is faulty. If the total postage costs are not returned they'll probably come to as much as the item cost. And I don't seem to be able to find a link to email Amazon themselves to discuss this.

TomsMom

Anyone????????????????????

ljonski

http://www.amazon.co.uk/gp/help/customer/display.html?nodeId=502564
there is a live chat function on amazon

Colin2511

Hi the seller should be repsonding, as the new returns procedure shows as both a return requested and in their messages -if they do not respond to a message within 24 hours this shows up as an exception for them. - The New returns procedure is a bit of a pain for retailers, as if they authorise they cannot write any message, (ie if faulty as you should not be paying for return postage) - they can only write a message if they deny it which seems daft.

I would check in amazon to see if they are replying and perhaps the messages are going in your spam folder? (we sell on amazon and have had times where customers are getting annoyed as they think we are not replying, but we are..).

Amazon retailers do not see your email address as this is encrypted, so they can only reply on that, and Amazon emails are notorious for getting put in spam folders (along with ebay messages)

Secondly, on their contact information - do they not have a phone number? - most have a number you can call, and perhaps this can then be sorted quickly?

Or,..in the case that the above does nto work and they are just ignoring you (which again happens with some retailers), you can open an AtoZ guarentee claim - this will certainly grab their attention, as Amazon take their money from them, and they only have a 7 (i think) days to reply.

You can put on the dispute the dates you have sent a message through contact seller, and dates you opened returned claim with no reply.

TomsMom

ljonski wrote: »

http://www.amazon.co.uk/gp/help/customer/display.html?nodeId=502564
there is a live chat function on amazon

Thanks very much, I hadn't seen that, a bit hard to find amongst all that information when this happens for the first time. It does say when it's a 3rd party seller to contact them first but as I've already done that I'll use this facility later. I might email rather than phone or chat as then I will have copies for future reference if necessary.

Colin2511 wrote: »

Hi the seller should be repsonding, as the new returns procedure shows as both a return requested and in their messages -if they do not respond to a message within 24 hours this shows up as an exception for them. - The New returns procedure is a bit of a pain for retailers, as if they authorise they cannot write any message, (ie if faulty as you should not be paying for return postage) - they can only write a message if they deny it which seems daft.

I would check in amazon to see if they are replying and perhaps the messages are going in your spam folder? (we sell on amazon and have had times where customers are getting annoyed as they think we are not replying, but we are..).

Amazon retailers do not see your email address as this is encrypted, so they can only reply on that, and Amazon emails are notorious for getting put in spam folders (along with ebay messages)

Secondly, on their contact information - do they not have a phone number? - most have a number you can call, and perhaps this can then be sorted quickly?

Or,..in the case that the above does nto work and they are just ignoring you (which again happens with some retailers), you can open an AtoZ guarentee claim - this will certainly grab their attention, as Amazon take their money from them, and they only have a 7 (i think) days to reply.

You can put on the dispute the dates you have sent a message through contact seller, and dates you opened returned claim with no reply.

Thanks for all that information.

I've checked my spam folder and nothing is there.

There is no phone number but on their invoice there is an email address. I have sent them an email direct and will see if they respond to that. I would rather go through Amazon as I probably have more protection if I do so we'll see what happens. If I don't get a reply by this afternoon I will go through Amazon as I've mentioned above.

Thanks guys, I appreciate your help.

Colin2511

have you checked their contact information on Amazon? website ie if you click on their feedback rating, (detailed seller rating) to the right will be their information they have registered with Amazon, as it is a legal requirement that they provide an address (and I think phone no, but not sure)

TomsMom

Colin2511 wrote: »

have you checked their contact information on Amazon? website ie if you click on their feedback rating, (detailed seller rating) to the right will be their information they have registered with Amazon, as it is a legal requirement that they provide an address (and I think phone no, but not sure)

Thanks Colin. I have checked and there is an 0844 number for their CS Dept and an 0845 number for "contact this seller". I only get free 0845/0870 after 7pm and don't wish to waste any money on this two bit company. I have just sent an email to Amazon detailing all my messages to the seller and the fact they they have not approved a return yet (automatic approval was not given when I requested a return yesterday morning). I'll see what happens next, hopefully Amazon don't take too long to respond.

I ordered on 15 October and checked feedback before doing so, lots of 5/5 and the odd 4/5. There were a couple of poor reviews but nothing to worry about considering the myriad of excellent ones. I've just checked their feedback again and since 17 October there are quite a few poor ratings of 1/5 complaining about no response to emails and no refunds for returned faulty items. One states they rang the 08 number and they were 21st in the queue so didn't waste their money by hanging on. One even states it cost £3 to have the item delivered and £7 to send back registered post (recommended by seller) and he hasn't had a refund for his faulty goods or postage. Doesn't bode well and although my order is only for £10, it's £10 I can't really afford to lose, it goes a long way when you're on a pension.

bod1467

What does https://www.saynoto0870.com say about those 0844 and 0845 numbers?

TomsMom

bod1467 wrote: »

What does https://www.saynoto0870.com say about those 0844 and 0845 numbers?

The 0845 does not have an alternative number at all. The 0844 one gives a geographical number and states "CS will give any branch number" but of course I don't want a branch as this is an internet order (we are talking Sports Direct, I didn't know I was ordering from them, the Amazon Seller is not under this name but must be affiliated to them as they included a Sports Direct catalogue with my order).

I have now managed to file a claim under Amazon's A-Z Guarantee. Going by what I've read about the Seller's poor customer service and nil response to people's emails and requests for refunds, plus what I've subsequently read about Sports Direct, then I'm hoping that following Amazon's correct procedure will bring about a satisfactory conclusion.

I have to say it's a bit of a maze getting through the procedure on Amazon's site, one email I've received from them told me to go to Your Account > Where's My Stuff > Orders Placed In The Last 6 Months > Go > View Order > Problem With This Order. I couldn't find the Where's My Stuff section but I have managed to find the information about the claim through clicking on the order in My Account and the File/View Claim button.

TomsMom

Colin2511 wrote: »

Hi the seller should be repsonding, as the new returns procedure shows as both a return requested and in their messages -if they do not respond to a message within 24 hours this shows up as an exception for them. - The New returns procedure is a bit of a pain for retailers, as if they authorise they cannot write any message, (ie if faulty as you should not be paying for return postage) - they can only write a message if they deny it which seems daft.

I would check in amazon to see if they are replying and perhaps the messages are going in your spam folder? (we sell on amazon and have had times where customers are getting annoyed as they think we are not replying, but we are..).

Amazon retailers do not see your email address as this is encrypted, so they can only reply on that, and Amazon emails are notorious for getting put in spam folders (along with ebay messages)

Secondly, on their contact information - do they not have a phone number? - most have a number you can call, and perhaps this can then be sorted quickly?

Or,..in the case that the above does nto work and they are just ignoring you (which again happens with some retailers), you can open an AtoZ guarentee claim - this will certainly grab their attention, as Amazon take their money from them, and they only have a 7 (i think) days to reply.

You can put on the dispute the dates you have sent a message through contact seller, and dates you opened returned claim with no reply.

Thank you for this. I made a claim on the 24th and have now received an email from Amazon to say the claim has been granted. Just waiting for the refund to show on my credit card statement.

I appreciate your help and pointing out this guarantee, not having had problems before I didn't know about it.

Still heard nothing back from Field and Trek (part of Sports Direct) but have added my feedback to their profile. Pity they don't allow zero stars! There's a few more people that have apparently had their emails ignored over the last few days so definitely one to avoid. And if they want their garment back they'll have to provide a free returns label and wait until I've got time to deal with it .