Amazon return process

mrxry

I bought a computer part that arrived faulty, Amazon are telling me I have to wait in another day to get it collected, then the driver must inspect the item and packaging then I have to wait for it to be returned, then tested to make sure its not a defect and if it is a defect they will then take another few days to refund and I have to order again.

Now I don't expect a instant refund but this has made it difficult for me as I got it sent to nearby shop as can't be in, theres no way I can have them come round and inspect it first without taking a day off work and they don't care.

Isn't there some law on this? Item was only purchased yesterday morning.

wealdroam

mrxry wrote: »

I bought a computer part that arrived faulty, Amazon are telling me I have to wait in another day to get it collected, then the driver must inspect the item and packaging then I have to wait for it to be returned, then tested to make sure its not a defect and if it is a defect they will then take another few days to refund and I have to order again.

Now I don't expect a instant refund but this has made it difficult for me as I got it sent to nearby shop as can't be in, theres no way I can have them come round and inspect it first without taking a day off work and they don't care.

Isn't there some law on this? Item was only purchased yesterday morning.

Yes there is 'a law on this'.

The seller must provide the remedy without causing significant inconvenience.

Hope that helps.

shaun_from_Africa

Are you sure that it is Amazon themselves telling you this and not an Amazon marketplace seller?


Amazon normally accept returns of faulty goods without any problem and often give a couple of different options for the customer to use for the actual return.

mrxry

It's Amazon itself not marketplace their reasoning is its a £300 item so high risk/price.

Could just be the person I spoke to just want to be sure incase I get them again.

DCFC79

Could you not get it picked up from work ?

mrxry

Nope, bosses don't allow it even so if Amazon are wanting the item opened and inspected and for me to sign a form to declare its faulty before even taking the item then I am not willing to do that.

mrxry

Managed to get hold of a better advisor who is letting me return item by Royal Mail and have a replacement sent out so good news.

mrxry

Still ongoing this, the issue being that I was given a refund for just 1 item in the order, as I later found they sent the wrong items for rest of order.

They refunded me 1 item and say they will refund the rest when they get them.

I contact multiple times a day and go through the same process, advisor claims they understand, then says I have to return the other items, I tell them I did and they say they understand, then say I have to return other items.

They seem to not understand 3 items were in 1 box!

Going in circles with them.

GreatBeyond

mrxry wrote: »

Still ongoing this, the issue being that I was given a refund for just 1 item in the order, as I later found they sent the wrong items for rest of order.

They refunded me 1 item and say they will refund the rest when they get them.

I contact multiple times a day and go through the same process, advisor claims they understand, then says I have to return the other items, I tell them I did and they say they understand, then say I have to return other items.

They seem to not understand 3 items were in 1 box!

Going in circles with them.

Did you have separate return labels for each of the items?

mrxry

GreatBeyond wrote: »

Did you have separate return labels for each of the items?

I was given postage labels for each but outright told to put all under 1 label and just put in the rma labels into the one box to identify items.

[Deleted User]

mrxry wrote: »

I was given postage labels for each but outright told to put all under 1 label and just put in the rma labels into the one box to identify items.

You should have returned each individually to avoid such problems. At the very least each should have been wrapped and barcoded individually within the returned package.

All the returns have probably been scanned as one return instead of three.

You'll continue to have difficulty with this until their returns depot realise the problem. Send them an E-Mail explaining this.