Amazon high value item arrived damaged, waiting over a week for update

confusedLG

I ordered a games console from them and a few games, when it arrived the outer packaging seemed fine but the internal box was bashed, there was cracks in the game boxes and the console didnt work, total price of order was about £500.

I instantly contacted them who said it would take no more than 48 hours for a outcome then I would get a refund or replacement, that timeframe came and passed and I contacted again and was told it was still ongoing and it shouldnt be much longer or that it will be sorted that day at latest, so far have been told this every day for a week and still no update so I have currently got a £500 paperweight and no update on getting it sorted.

Is there a way to speed this up i.e mention laws to them?

GreatBeyond

confusedLG wrote: »

I ordered a games console from them and a few games, when it arrived the outer packaging seemed fine but the internal box was bashed, there was cracks in the game boxes and the console didnt work, total price of order was about £500.

I instantly contacted them who said it would take no more than 48 hours for a outcome then I would get a refund or replacement, that timeframe came and passed and I contacted again and was told it was still ongoing and it shouldnt be much longer or that it will be sorted that day at latest, so far have been told this every day for a week and still no update so I have currently got a £500 paperweight and no update on getting it sorted.

Is there a way to speed this up i.e mention laws to them?

Amazon would usually get this sorted straight away. Do you have a history of returns?

andycris3107

Was this Amazon or Amazon marketplace?

confusedLG

GreatBeyond wrote: »

Amazon would usually get this sorted straight away. Do you have a history of returns?

Well I guess that is a maybe or yes, ordered a few items last May and returned one as unsuitable and one in August for a faulty graphics card and apart from that no problems.

When I did this one at first all he said was return items for a refund which they will issue when recieved, it was only when I asked for a replacement rather than a refund the guy mentioned "in that case I will hold off issuing a returns label and get in contact with courier to determine if item was damaged in transport or before it left us" or something along those lines.

visidigi

confusedLG wrote: »

Well I guess that is a maybe or yes, ordered a few items last May and returned one as unsuitable and one in August for a faulty graphics card and apart from that no problems.

When I did this one at first all he said was return items for a refund which they will issue when recieved, it was only when I asked for a replacement rather than a refund the guy mentioned "in that case I will hold off issuing a returns label and get in contact with courier to determine if item was damaged in transport or before it left us" or something along those lines.

In that case tell them you want a refund and will re-order the goods yourself.

confusedLG

Already tried that but now they just either way I have to wait to hear back from courier even if its returned.

GreatBeyond

confusedLG wrote: »

Well I guess that is a maybe or yes, ordered a few items last May and returned one as unsuitable and one in August for a faulty graphics card and apart from that no problems.

When I did this one at first all he said was return items for a refund which they will issue when recieved, it was only when I asked for a replacement rather than a refund the guy mentioned "in that case I will hold off issuing a returns label and get in contact with courier to determine if item was damaged in transport or before it left us" or something along those lines.

It's quite possible in that case that the customer service rep has noticed something on your account that has raised a flag and wants to investigate further.

Still shouldn't have taken this long though. Can you not just go through the Online Returns Centre and arrange the return yourself. All that you need is a returns label to return it for a refund?

confusedLG

I contacted them today and they seemed to dodge my questions about what the courier said just told me I can only get a refund or replacement once items are returned due to high value which makes sense in one way but why didnt they say that originally!

[Deleted User]

Amazon will only process your refund once the item is returned to them. That's it.

So, return it, get the refund, re-order. Complain too!

shaun_from_Africa

ringo_24601 wrote: »

Amazon will only process your refund once the item is returned to them. That's it.

So, return it, get the refund, re-order. Complain too!

Amazon sometimes refund or arrange for replacement goods to be sent out before receiving the damaged item back providing that you have a payment card saved in your account.

You simply print out the returns documentation and pre-paid postage label (if applicable) and send the item. If they don't receive it back within a certain time then they debit your card for the payment for the 2nd item.

confusedLG

I contacted one final time and they agreed to send a replacement, well at first all they did was check history and said they see I agreed to return item first then I mentioned the first time I contacted where the advisor specifically mentioned he wouldnt set up a return until they spoke to courier and after that was done they would send replacements, they checked this and agreed to send me the replacement so good news.

I guess its just a case of speaking to correct advisor that or its who is on duty, the first time I spoke to someone they used a British sounding name while the one now sounded like a non native speaker.