Amazon Not Refunding Return

thepominlaw

I am writing this for help as to where I turn now.

On the 14th September I purchased a laptop from amazon for my son for £669. The laptop turned out to be a exceptionally unreliable with constant crashes until it corrupted the operating system and refused to boot. Having bought from amazon and not a marketplace seller I was not concerned about getting a refund when it was returned. So I ordered a replacement, this time more expensive at £998, this one has proven to be very good.

On September the 25th I arranged the return of the faulty one, it was collected on the 26th by Hermes (Amazons own return provider). The next day I was reassured to see the return status had changed to “picked up and on its way back to Amazon). Everything was okay I believed. I chased a few times to be told it’s fine it’s on its way back and your refund will be processed shortly. That was 3 weeks ago still nothing last time I contacted them was to ask if the courier has lost the laptop as it’s taking ages for my refund. I was asked to provide my collection receipt from Hermes (which I photographed and emailed over) and was told I would get my refund. My latest contact with support said we still do not have the laptop we will investigate this will take 48 hours, that was a week ago.

Any ideas what I can do I am out of pocket £669, I used amazons return service, they changed status to show it on its way back but still no refund. Surely if Hermes have lost it that is between them and Amazon.

I did pay on my credit card can I claim on that?

shaun_from_Africa

thepominlaw wrote: »

On September the 25th I arranged the return of the faulty one, it was collected on the 26th by Hermes (Amazons own return provider). The next day I was reassured to see the return status had changed to “picked up and on its way back to Amazon). Everything was okay I believed. I chased a few times to be told it’s fine it’s on its way back and your refund will be processed shortly. That was 3 weeks ago

It's exactly 2 weeks today that the laptop was collected and as Amazon are allowed to take up to 14 days to refund you, I think you were a bit too eager chasing them "a few times".


Given them until the end of the day tomorrow and if you've still not been refunded, then contact your credit card company.
It's worth remembering that refunds onto cards can take a few days to process so it's possible that the payment has already been sent.

LadyDee

Don't panic. A similar thing happened to me a while back and a simple phone call to Amazon and they immediately processed the refund. There had been a glitch their end, they could see on their system that the item had been delivered back to them but it hadn't triggered an automatic refund. The refund showed up within 24 hours in my account.

forgotmyname

I sent them an online message because the system said print your returns label a good few days after the item had been collected.

The replied back saying its all in hand and the refund will be made today. I got the feeling the refund was only actioned at that moment in time.