Charged twice for Amazon return *whinge alert*

Silentmemory

I bought a fleece hat from Amazon. A bit small so opted to return it for a refund. Left it a bit late and missed the return date due to snow issues. Phoned them the next day to say I'd decided to keep it (OK when paired with fleece ear warmers) and asked them to sort payment. That was taken from my card on 25.3.13.

Today I get an email saying for non return of the item they've charged my card on 30.3.13!!! Contacted chat who blamed the operator I originally spoke to. While I was expressing my unhappiness that Amazon's system allowed this to happen I was conveniently disconnected.They are obviously arranging for a refund and it isn't an expensive item but my point is that it should not be POSSIBLE for Amazon's sytem to charge someone's card twice for the same item!!! It shouldn't be possible for a helpdesk person to forget to do something which leads to a customer being charged twice!

Whinge over. Next time I won't bother ringing them to say I'm keeping it I'll just wait to be charged again.

Fire_Fox

Amazon's customer service is usually excellent, are you sure you were disconnected? Sometimes they are a little slow if they are dealing with several customers. IMO contact them again to say how disappointed you are with the CS you might get a free credit.

Silentmemory

Yes I got an email to say they were sorry for us being disconnected. Funny how it happened just as I was expressing my polite displeasure at their system. Hmmmm.... Before I got the apology email I had already put in a complaint though. It just isn't acceptable that their system allows customers to be charged twice. Having to wait 2 to 3 days for a refund isn't great either. Thanks for your thoughts.

Fire_Fox

Silentmemory wrote: »

Yes I got an email to say they were sorry for us being disconnected. Funny how it happened just as I was expressing my polite displeasure at their system. Hmmmm.... Before I got the apology email I had already put in a complaint though. It just isn't acceptable that their system allows customers to be charged twice. Having to wait 2 to 3 days for a refund isn't great either. Thanks for your thoughts.

I'm wondering if two orders were raised, not that you were charged twice for the same order/ item IYSWIM. Honestly Amazon usually are excellent, unless you were being abusive I suspect the disconnection was just one of those unfortunate things.

Thomas_Hardy

Silentmemory wrote: »

Yes I got an email to say they were sorry for us being disconnected. Funny how it happened just as I was expressing my polite displeasure at their system. Hmmmm.... Before I got the apology email I had already put in a complaint though. It just isn't acceptable that their system allows customers to be charged twice. Having to wait 2 to 3 days for a refund isn't great either. Thanks for your thoughts.

You are being overly cynical. There would be no value to them to intentionally disconnect the conversation.

Silentmemory

Fire_Fox wrote: »

I'm wondering if two orders were raised, not that you were charged twice for the same order/ item IYSWIM. Honestly Amazon usually are excellent, unless you were being abusive I suspect the disconnection was just one of those unfortunate things.

Apparently the staff member should have added a note to my account/the order number to say that the item had been paid for. Since he did not do that I was charged twice. My point is that their system should not allow someone to be charged twice for the same item.

I had no reason to be abusive to their staff member and don't make a habit of it. My guess is that they disconnect people to save time.

Amazon are usually excellent and I've been a good customer in the past but I don't like this aspect of their system.

robatwork

This is technically known as being fleeced by Amazon. Twice.

Silentmemory

'Fleeced' LOL!!!

missesther

I don't know, John Lewis tried to take the money from my card three times for a hob, oven and extractor fan. That was fun when it was denied and my card blocked. They also blamed the previous customer service person (twice). My bank had some choice words to say abut them but still, John Lewis sorted it and everything was fine. Just because these companies are big, doesn't mean they are perfect.