Amazon

Vicxie

I wasn't sure if this was the right place for this but i seriously need some help.

So, a couple of weeks ago, i bought a laptop from amazon 3weeks ago but a day before delivery, i got news that my grandmother died. I needed money, so i called amazon to cancel the delivery but i was told the delivery couldn't be cancelled and the best thing to do was refuse delivery which would make them process my refund faster.

Delivery guy showed up around 1pm and i refused the delivery as advised, i called amazon right away who were able to confirm that they can see the delivery has been refused & they will put in a request for my refund, i also received an email from them stating all of this. Then around 6pm, i receive another email stating that "unfortunately, your refund cannot be processed as your item is now showing as delivered".

I got onto the phone to them straight away and i was told it might be a glitch in their system and not to worry, it will be sorted out. 2days later and im still waiting to hear back from amazon, so i called them up again regarding my refund and i was told someone would get in contact with me. Then a day later, i received an email to say an investigation is being done regarding the fact that the tracking is showing up as delivered even though the item was refused at delivery and they would get in touch in 2days. 3days later, still no word from amazon, so i called them myself again and this time, i'm being told "Sorry but we're not going to be giving you a refund since the item shows as delivered". This phone call obviously did not end well.

Next step, i called my bank to open a dispute and they told me i should hear back from them within 7-10 working day. 10 working days later, nothing from the bank so i call them and the dispute team is telling me customer service were unable to forward my claim to them because there was something wrong with their system on the day i called in. At this point, i'm frustrated and infuriated because i've just wasted 2weeks waiting to hear back from nobody.

I give them all the details of the event and their response was that they wouldn't be able to open a claim for me because i refused the item at delivery, it's not a case of unreceived goods but the fact that i changed my mind. They said the only advice they can offer is for me to contact trading standards. Somehow i doubt this is a solution at all and i am praying someone here has had a similar experience or knows what my next step should be.

I did some research online and found that some drivers do steal items and sign for it to make it seem like the item was delivered but then it doesn't make sense that he initially updated it as "delivery refused" and then stole the item after?

Any help would be appreciated

[Deleted User]

It sounds to me like you've hit a computer says no problem. Amazon are great when u have a normal problem with a set policy. Anything else and they are useless lol.

You could try the ceo email jeff@amazon.com but when I had a similiar problem he just forwarded the email to amazon execs who were no more help than customer services (in my case).

Its worth a try though.

Give times and dates of what happened.

pinkshoes

Have you actually got a tracking number? What does it say?

naedanger

Vicxie wrote: »

I wasn't sure if this was the right place for this but i seriously need some help.

So, a couple of weeks ago, i bought a laptop from amazon 3weeks ago but a day before delivery, i got news that my grandmother died. I needed money, so i called amazon to cancel the delivery but i was told the delivery couldn't be cancelled and the best thing to do was refuse delivery which would make them process my refund faster.

Delivery guy showed up around 1pm and i refused the delivery as advised, i called amazon right away who were able to confirm that they can see the delivery has been refused & they will put in a request for my refund, i also received an email from them stating all of this. Then around 6pm, i receive another email stating that "unfortunately, your refund cannot be processed as your item is now showing as delivered".

I got onto the phone to them straight away and i was told it might be a glitch in their system and not to worry, it will be sorted out. 2days later and im still waiting to hear back from amazon, so i called them up again regarding my refund and i was told someone would get in contact with me. Then a day later, i received an email to say an investigation is being done regarding the fact that the tracking is showing up as delivered even though the item was refused at delivery and they would get in touch in 2days. 3days later, still no word from amazon, so i called them myself again and this time, i'm being told "Sorry but we're not going to be giving you a refund since the item shows as delivered". This phone call obviously did not end well.

Next step, i called my bank to open a dispute and they told me i should hear back from them within 7-10 working day. 10 working days later, nothing from the bank so i call them and the dispute team is telling me customer service were unable to forward my claim to them because there was something wrong with their system on the day i called in. At this point, i'm frustrated and infuriated because i've just wasted 2weeks waiting to hear back from nobody.

I give them all the details of the event and their response was that they wouldn't be able to open a claim for me because i refused the item at delivery, it's not a case of unreceived goods but the fact that i changed my mind. They said the only advice they can offer is for me to contact trading standards. Somehow i doubt this is a solution at all and i am praying someone here has had a similar experience or knows what my next step should be.

I did some research online and found that some drivers do steal items and sign for it to make it seem like the item was delivered but then it doesn't make sense that he initially updated it as "delivery refused" and then stole the item after?

Any help would be appreciated

First I suggest you don't speculate on why the item was not delivery since you cannot know if it was mislaid, lost or stolen. What you do know is that it was not delivered to you. So simply stick to that point.

A few questions, which should help establish your best means of complaining.

How did you pay for the laptop? Was it by credit card rather than by debit card? (This may seem an odd questions but it is relevant.) Also was the laptop over £100?

How much do you value your Amazon account? Be aware that Amazon can close customers' accounts without reason. So if you succeed in winning your case it is possible they could prevent you from using their service again. (So if you would not want to lose your account you may be better taking a softer line of complaint than if your only real concern is getting your money back.)

Vicxie

naedanger wrote: »

First I suggest you don't speculate on why the item was not delivery since you cannot know if it was mislaid, lost or stolen. What you do know is that it was not delivered to you. So simply stick to that point.

A few questions, which should help establish your best means of complaining.

How did you pay for the laptop? Was it by credit card rather than by debit card? (This may seem an odd questions but it is relevant.) Also was the laptop over £100?

How much do you value your Amazon account? Be aware that Amazon can close customers' accounts without reason. So if you succeed in winning your case it is possible they could prevent you from using their service again. (So if you would not want to lose your account you may be better taking a softer line of complaint than if your only real concern is getting your money back.)

The laptop was over £1000 and i paid with my debit card. It never occurred to me to use a credit card to pay because i never thought there would be an issue like this. I value the money i paid more than an amazon account i will probably never use again after everything that has happened.

Vicxie

pinkshoes wrote: »

Have you actually got a tracking number? What does it say?

The tracking on the amazon website shows that it was being returned to amazon at 1pm and then it says delivered at 6pm. At 1pm, they had confirmed that the item was being returned to them and they will send a request to another department to issue my refund. It was then 5hrs later that i received another email to say that the item was now delivered hence no refund.

naedanger

Vicxie wrote: »

The laptop was over £1000 and i paid with my debit card. It never occurred to me to use a credit card to pay because i never thought there would be an issue like this. I value the money i paid more than an amazon account i will probably never use again after everything that has happened.

It is a shame you did not pay by credit card as you would then have more rights.

However in your position I would make a chargeback claim (as the item was not delivered) against your bank. See the following link for details:

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

Explain your case in writing and emphasise Amazon are refusing to help or investigate further.

I think it quite likely that your bank will deny your claim as they will say Amazon have stated the item was delivered. If this happens you then complain about your bank refusing to make a valid chargeback. Ask for their complaint procedure and follow that until the end, which is with the Financial Ombudsman Service.

If that still fails (which hopefully will not be the case) you can still take legal action. It sounds like you have a very good case as Amazon won't be able to supply evidence of delivery. However it may not be straightforward taking the matter to court (and enforcing payment if necessary) since Amazon is not a UK company.

PS Take screenshots of all evidence to support your case in case anything is deleted.

[Deleted User]

Yes, take screen shots of the tracking screens amazon is showing

Vicxie

naedanger wrote: »

It is a shame you did not pay by credit card as you would then have more rights.

However in your position I would make a chargeback claim (as the item was not delivered) against your bank. See the following link for details:

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

Explain your case in writing and emphasise Amazon are refusing to help or investigate further.

I think it quite likely that your bank will deny your claim as they will say Amazon have stated the item was delivered. If this happens you then complain about your bank refusing to make a valid chargeback. Ask for their complaint procedure and follow that until the end, which is with the Financial Ombudsman Service.

If that still fails (which hopefully will not be the case) you can still take legal action. It sounds like you have a very good case as Amazon won't be able to supply evidence of delivery. However it may not be straightforward taking the matter to court (and enforcing payment if necessary) since Amazon is not a UK company.

PS Take screenshots of all evidence to support your case in case anything is deleted.

The bank is already refusing to start a chargeback claim stating that this is not a case of non delivery as i had simply changed my mind and refused the delivery, therefore they can not start a claim for me.

wealdroam

Vicxie wrote: »

The bank is already refusing to start a chargeback claim stating that this is not a case of non delivery as i had simply changed my mind and refused the delivery, therefore they can not start a claim for me.

The chargeback claim should be for 'promised refund not received'.

naedanger

Vicxie wrote: »

The bank is already refusing to start a chargeback claim stating that this is not a case of non delivery as i had simply changed my mind and refused the delivery, therefore they can not start a claim for me.

Well I would submit a complaint to the bank that they are unfairly refusing to help with your chargeback claim.

Explain that you would have expected a refund to have been processed by Amazon as the delivery was refused. However as that refund has not been processed by Amazon you expect your bank to instigate a chargeback.

State that if they are unwilling to do this then can they please confirm the matter is at deadlock and that you can take your complaint to the Financial Ombudsman Service.

(I have no idea whether or not you will win if you take your case to FOS. However you have nothing to lose, apart from a bit of time and effort, doing so. If you lose you can still take legal action against Amazon.

Also, the bank may well be wrong. If the banks were never wrong they would never lose at FOS. But they often do lose.)