Amazon ignoring written complaint.

[Deleted User]

marliepanda wrote: »

Okay my apologies. The governors sanctioned waiting in for a tv pick up.

Since the Op would have to prove to Amazon that being away from work actually cost the amount he is claiming, this might well prove problematical if the "unpaid leave" was granted for some other reason than waiting for a TV to be collected.

(Text removed by MSE Forum Team)

daytona0

Anoneemoose wrote: »

I'll start by saying I'm not an expert on the consumer stuff, but I do read a lot of this forum as it is something that interests me. I have to say I feel people are being unfair to OP. As far as I can see (and from what I can remember of the last post) -

• OP ordered a TV from Amazon with guaranteed next day del (a Saturday as she is a teacher)
• OP's bank declined the payment (not Amazon's fault and neither is it OP's)
• Due to this the next day delivery option was no longer available when OP tried to order again, therefore she requested cancellation and, as per Amazon's T&C's, this was granted. OP requested the cancellation as she knew she could pop to a store and get it from there. Not unreasonable as this was her only day off.
• Amazon then sent a TV IN ERROR (which they have admitted) to be signed for by someone else in the same building.
• OP then has a issues with them when trying to return the TV that AMAZON sent in error, whereby OP has had to take unpaid leave in order to resolve the issue - or face being charged for the TV.

I fail to see what everyone's opinions regarding how the school she works at operates has to do with it. She has had to take time off, unpaid, to correct Amazon's mistake. She should be reimbursed for that.

I was also advised to request a response within 14 days when trying to resolve an issue with a company, so again, why is this seen as being unreasonable??

If OP had never ordered the TV in the first place and just received something out of the blue, in error, the responses would be a lot different, I suspect. The only difference here is that she did place the intitial order, yet cancelled it correctly.

Good luck OP.

A completely accurate assessment

The only extra is that on the 24th OP was offered a courier pickup for 25th November, but went on live chat/called up a few times and eventually arranged for a full refund BEFORE the TV had been returned. Leaving Amazon out of pocket for the duration of time that OP had the TV in their possession.

Taking unpaid leave on the 25th November would have resulted in OP being in the same boat as now (having to go to small claims for lost wages), albeit a speedier resolution.

Waiting 3 extra days for initial delivery of a luxury item (TV) would also have been a good way to avoid a 2 month saga with Amazon.

martinsurrey

daytona0 wrote: »

Leaving Amazon out of pocket for the duration of time that OP had the TV in their possession.

Amazon were never out of pocket.

They send goods out which were not not part of a valid order and took the cash, in fact they "stole" the cash for the TV (no legal entitlement to take it).

daytona0 wrote: »

Waiting 3 extra days for initial delivery of a luxury item (TV) would also have been a good way to avoid a 2 month saga with Amazon.

You keep saying this but that is only with possible with hindsight.

The OP got off the phone after cancelling the order and DIDN'T KNOW the TV would arrive in 3 days, as it shouldn't have.

Lets phrase this in a different way.


You want your windows replaced, you ask Company A to do it, they say if you pay by Friday they can fit you in next week.

On Saturday night you ring them and say you didn't make the payment on Friday, can they still fit you in next week. They say they can only fit you in in 5 weeks time so you tell them not to bother.

You get company B to do as you want it done ASAP.

In 5 weeks you come home from work and Company A have replaced your windows and taken cash out of your bank.

How do you react?

Who is to blame? you for just not waiting?

suzs34

Seeing as I now seem to be attracting criticism, simply by responding to posts in a thread that I created, i'll make this my last.

I came to ask for advice because I couldn't believe that a company could behave this way and get away with it. I don't have the time or energy to drag a retailer the size of Amazon through the small claims court, and so it would appear they most certainly can, and have, been able to get away with behaving this way.

Those that understand where I am coming from, and have offered sincere advise, thank you! :beer:

bris

suzs34 wrote: »

I'm not an expert, I came here to ask for advice. Why is requesting a response within 14 working days a bad idea in particular?

Because it's demanding and confrontational. It meets with the response of going straight in the bucket.


There is no law that says they need to reply within 14 days so why try to demand it? The initial approach should be factual stating you're dilemma and the financial hardship their error has caused.




A polite, short as possible, factual letter is far better as a first attempt. If this is ignored then a follow up should be an LBA with the 14 days deadline, the LBA will get their attention as it says you mean business whether you follow it up or not.


P.s as already said dealing with amazon in cases such as this will most likely see you banned for life, so something to consider whilst following up on your case. Can I also say you cant just pick a figure out the air, you will need to prove you actually lost this figure or holiday to the value of this figure so you need to get your school admin dept to confirm it.

daytona0

martinsurrey wrote: »

Amazon were never out of pocket.

They were for a period of time, as the refund was issued whilst the customer had possession of the TV.

They send goods out which were not not part of a valid order and took the cash, in fact they "stole" the cash for the TV (no legal entitlement to take it).

They didn't steal the cash, as the refund was issued. They just made a mistake.

Funny you mention "stealing" though I suspect that is why Amazon's customer advisor sent an email reply in November advising OP to obtain a crime reference number from the police

You keep saying this but that is only with possible with hindsight.

Yea, I'll give you that one. I've had my say in fairness and it is only an opinion based on how I would conduct a purchase of a TV. Don't normally need hindsight if you've got some sort of contingency plan in place for possible issues.

The OP got off the phone after cancelling the order and DIDN'T KNOW the TV would arrive in 3 days, as it shouldn't have.

Yea ok!

Lets phrase this in a different way.


You want your windows replaced, you ask Company A to do it, they say if you pay by Friday they can fit you in next week.

On Saturday night you ring them and say you didn't make the payment on Friday, can they still fit you in next week. They say they can only fit you in in 5 weeks time so you tell them not to bother.

You get company B to do as you want it done ASAP.

In 5 weeks you come home from work and Company A have replaced your windows and taken cash out of your bank.

How do you react?

Who is to blame? you for just not waiting?

Well to be honest I was talking more about planning for the initial purchase, not the series of events which have occurred (well, aside from the fact that it has rumbled on for TWO months when it could have been resolved much earlier with a likely identical outcome). I'm in agreement with you aside from voicing an opinion about how to conduct purchases.