Advice Needed - Return of Amazon Warehouse item

vishaljh

Guys.

I seem to have hit a brick wall and not sure what to do and was hoping for some advice.

Recently purchased Sonly headphones (£220) from Amazon warehouse deals. The headphones were missing some accessories so I returned this via Royal mail and the label was created by Amazon for returns.

After waiting over 2 weeks for refund, Amazon has finally come back saying that they received the parcel but the box was empty. I did pack the items well and I asked Amazon to check with Royal mail the parcel weight to confirm that I did indeed include the item. But they won't be doing any of that. They will also not provide me with any picks ofthe package to confirm if there was tampering with the package. Basically they have asked me to deal with Royal mail and put their hands up.

I am not sure if RM will deal with me considering that Amazon created the label. Any thoughts? Anything else I can do here?

deanos

does the receipt from the post office you were given have the weight on it, sure it does

mattyprice4004

As above, the postal receipt has the weight on it - this is your ticket out of this.

Fingers crossed you still have it, without that it’s your word against theirs

vishaljh

Yes. It has the weight which shows as 380gm. I have sent the receipt so let's see. Previously they were like you deal with it.
Let's see. Thanks a lot for all your replies.

theonlywayisup

If Amazon supplied the label it's down to them and not for you to be claiming from Royal Mail. You may want to read the articles in the links above the thread in relation to chargeback and section 75 - depending on how you funded the purchase.

vishaljh

Agreed and that is what I have been telling them. The last reply I got just now after drafting another long email is that they are investigating with royal mail. I am extremely surprised cause amazon Cs has been excellent and this is the first time something like this happened on my account. So I was taken back when they asked me to sort it out.

I will go through above links.

Thanks

vishaljh

No luck here. They keep insisting that that they received empty box. The weight on posting receipt staets the package was 380gm. Their boxed weight on the website is 890gm. They are saying that since the item weight I sent was half of what the item weight should be, I did not send the item. Looks like I will have to try with CC under section 75 unless anyone can think of a better solution here.

vishaljh

Guys. The CC company cannot help in this case as they are saying that Amazon will say they received an empty box and nothing can be proved. They mentioned this should be raised with Royal mail which I cannot do and Amazon won't.

Anyone can think of any other suggestions. I can only think that this was probably stolen at RM. But I find it strange about the weight difference.

Fosterdog

vishaljh wrote: »

No luck here. They keep insisting that that they received empty box. The weight on posting receipt staets the package was 380gm. Their boxed weight on the website is 890gm. They are saying that since the item weight I sent was half of what the item weight should be, I did not send the item. Looks like I will have to try with CC under section 75 unless anyone can think of a better solution here.

I was just going to say that there is no way a box containing headphones would only weigh 380gm, the packaging alone would be more than that, then the headphones themselves added on top. If you did actually package them properly how do you explain the weight of the package being so low when you dropped it off at the post office? I bought OH some Sony headphones for his birthday and just weighed the box they came in and without the headphones or accessories and without any outer packaging box it comes to just over 420gm, the outer box would be another 100gm at least and the headphones themselves (although relatively lightweight) would be another 100gm at least.

The fact your receipt shows the package you sent was less than half of the expected weight will go against you in any claim.

ETA: even your claim that someone at Royal Mail stole it will fail, you handed in to a post office (different company to RM), they weighed it and gave you a receipt showing the weight it arrived to them, it arrived to Amazon the same weight but with the contents missing. It was already weighed as being too light before it even entered RMs hands. The only other person would be whoever you handed it to at the post office, but they would have had to remove the contents and weigh the empty box in front of you to be able to issue a receipt with the weight on, you would have seen them doing that so not really possible.

vishaljh

Fosterdog wrote: »

I was just going to say that there is no way a box containing headphones would only weigh 380gm, the packaging alone would be more than that, then the headphones themselves added on top. If you did actually package them properly how do you explain the weight of the package being so low when you dropped it off at the post office? I bought OH some Sony headphones for his birthday and just weighed the box they came in and without the headphones or accessories and without any outer packaging box it comes to just over 420gm, the outer box would be another 100gm at least and the headphones themselves (although relatively lightweight) would be another 100gm at least.

The fact your receipt shows the package you sent was less than half of the expected weight will go against you in any claim.

ETA: even your claim that someone at Royal Mail stole it will fail, you handed in to a post office (different company to RM), they weighed it and gave you a receipt showing the weight it arrived to them, it arrived to Amazon the same weight but with the contents missing. It was already weighed as being too light before it even entered RMs hands. The only other person would be whoever you handed it to at the post office, but they would have had to remove the contents and weigh the empty box in front of you to be able to issue a receipt with the weight on, you would have seen them doing that so not really possible.

Thanks for looking into this and checking the weight. I completely agree that things just don't seem to match. I packaged it property with the box it came in and using the same amazon brown box. So not sure how the weight was so low. My wife dropped the package so doubt she did anything with that. I only know that I sent the item but all seems so mysterious now that I am not sure what went wrong here. I might just let it all go and stop thinking. I have lost a lot more in stocks and shares so £200 for the headphones, I can live with.

DoaM

https://www.amazon.co.uk/Sony-MDR-XB550AP-Extrabass-Headphones-Black/dp/B01MT5JFHZ

Item Weight: 180 grams

Boxed-product Weight: 399 g

Check the Amazon listing for your particular product - are they really 890g boxed?