Amazon refund problems - I need help!

RFW

MissConStru wrote: »

I quite understand your comment here but at present, my diary of events now spans 12 pages!

Simplify the pertinent points for Amazon.
1) Purchased item
2) Discovered it was not fit for purpose
3) Requested return
4) Waited for return label
5) Parcel collected from me by Parcelforce
6) Failed delivery attempts made
7) Return attempts made, I did not accept and do not require.
8) Contacted seller, multiple times with no response.
9) Contacted Amazon, refund refused, despite their A to Z guarantee promising me a refund no matter what the problem.

Now I suggest you send this to Amazon via Twitter if possible (get a close friend or relative to do it if you can't do it yourself.

The beginning bits are almost irrelevant now, the fact that the seller is unresponsive is the key, also that Amazon guarantee you a refund and, in this instance they haven't kept their guarantee.

Knowing how Amazon works I'd bet that if everything is as mentioned then they will refund within 24 hours of getting a Tweet.

MissConStru

Your answer is SO very helpful. I cannot express my gratitude enough! I'll do as you suggest and see what happens!

MissConStru

RFW wrote: »

That's not how Amazon works though. The return needs to go through Amazon whether the seller has provided it or not. It may be that the OP (opening poster) didn't go through the "request return authorisation" route. The onus is still on the seller though so it seems odd that the OP has had this problem.

You know, I think you're right there. I contacted the seller direct (via the Amazon site) and got this response from the seller.

"I will provide a pre-paid postage label for this request."

But from what you are saying, it was obviously outside their protocol and it seems like it was the seller that arranged the Parcel Force pick-up as I certainly didn't!

MissConStru

I have some news! Due to everyone's excellent advice, I did what I should have done right from the start! I did a bit of digging in my messages in Amazon and found this

- July 28: a message from the seller agreeing to give me a refund
- July 15: a message from Parcel Force which included their tracking number and the address which they had been instructed to deliver it to

Would I be correct in assuming this will make a difference to the A-Z claim department?

I shall keep digging in the hopes of finding the returns label.

RFW

MissConStru wrote: »

I have some news! Due to everyone's excellent advice, I did what I should have done right from the start! I did a bit of digging in my messages in Amazon and found this

- July 28: a message from the seller agreeing to give me a refund
- July 15: a message from Parcel Force which included their tracking number and the address which they had been instructed to deliver it to

Would I be correct in assuming this will make a difference to the A-Z claim department?

I shall keep digging in the hopes of finding the returns label.

You should still be able to track the parcel on the Parcelforce website. What that says will be the most helpful to your case. If the seller has left the country that's not your problem, Amazon should cover you. As long as it is tracked at being attempted to be delivered I would have said you had a strong case moving forward.

They're usually pretty good at refunding whether the seller is cooperative or not.

If you don't get it resolved via Amazon contact your local Trading Standards office via your local council and ask them to help.

MissConStru

RFW wrote: »

You should still be able to track the parcel on the Parcelforce website.

Tried that but it's almost 7 months ago and the PF site says that numbers over 4 months old are no longer available to view.

kingfisherblue

I've just read this thread with interest. I had a problem with an item before Christmas (not the same problem, bt that's irrelevant). I was so frustrated that I did two things - I posted on the Amazon UK Facebook site that I was very disappointed with their service and very surprised as it is unusual to have poor customer service from them, and I also emailed the CEO (sheer frustration!).

On the FB page, I was asked to describe the problem, and once I had done that, I was asked to fill in a link that was sent to me. A chap then rang me (not the usual CS, but one dedicated to dealing with problems raised on FB). No disrespect is meant here, but this chap was Irish, rather than someone who does not have English as their first language. He dealt with the problem quickly and efficiently, and within twenty four hours, it was sorted to my satisfaction (partly his dealings, and partly pure chance). I received a credit to my account by way of apology (£15 - the original order was £52).

The following day, I received an email from the office of the CEO. They acknowledged that they could see that the problem had been sorted out and that I had received a credit, but also offered their own apologies, and credited my account with a further £10.

It may be worth contacting either or both, in an attempt to get things sorted.

MissConStru

Thank you, thank you! They've just sent me an email saying that if I contacted them again they wouldn't respond!

I've looked for the CEO information but so far haven't had any success. Can you give me his contact details?

MissConStru

kingfisherblue, I just made a post on FaceBook and within an hour I had a response from someone on Amazon! Not going to hold my breath but it's a start!

MissConStru

Woohoo!!! It's been done! Concluded. Finished!

After writing a nice rant on Facebook, I got an email saying this

We have granted your A-to-z Guarantee claim for this order:
The payment method used to place this order has been reimbursed.

To say I am delighted is putting it mildly! At last, after 8 months, I've finally got my money back.

Thanks everyone for your excellent support and advice.
Couldn't have done it without you!:T