amazon not refunding

rob7108

bought a vac on amazon, item arrived but wasnt same model. Emailed them they came and picked it up and said they had received it and were refunding. Few days went past and no refund so spoke with their online chat and they said... "I have checked with Hermes and confirm you that the item is damaged when you sent it to us , in this case I am unable to process the refund for this."

The item was not damaged - i didnt even open the box as I could tell it was the wrong model as soon as I had it.

Where do I stand? Amazon customer support isnt the best. I have spoken with my credit card and they are processing a claim.

wealdroam

rob7108 wrote: »

bought a vac on amazon, item arrived but wasnt same model. Emailed them they came and picked it up and said they had received it and were refunding. Few days went past and no refund so spoke with their online chat and they said... "I have checked with Hermes and confirm you that the item is damaged when you sent it to us , in this case I am unable to process the refund for this."

The item was not damaged - i didnt even open the box as I could tell it was the wrong model as soon as I had it.

Where do I stand? Amazon customer support isnt the best. I have spoken with my credit card and they are processing a claim.

Continue with you claim with your credit card company.
There is nothing else you need do.

naedanger

rob7108 wrote: »

Where do I stand? Amazon customer support isnt the best. I have spoken with my credit card and they are processing a claim.

Based on what you have said you are entitled to a full refund (including any postage costs).

Is it a section 75 claim or a chargeback claim you made against your credit card company? Both should get your money back but a section 75 claim is better in my view. (If you don't know then was the price of the vac over £100 or not?)

rob7108

vac was £350. thanks

naedanger

rob7108 wrote: »

vac was £350. thanks

In that case, and assuming Amazon continue to be unhelpful, then I suggest you make clear to your credit card company that it is a Section 75 claim against them that you are making.

This means that the credit card company are as liable to you as the retailer. So you can pursue your case against the credit card company rather then Amazon. A significant advantage of pursuing your credit card company is that if you are unhappy with the outcome you can submit a formal complaint to them. Then ultimately you can complain to the independent Financial Ombudsman Service at no cost to you.

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases