Amazon return might be lost, refund nightmare

tryfryohmy

I returned a item and will be 4 weeks as of this coming Friday, it hasn't tracked outside of the scan when I handed it in, and scanned when courier collected I keep getting told which is fair in some ways that I have to wait and the times keep increasing as originally I was told it takes around 2 weeks, another said 2 weeks from date it was returned I was told by another person if it has no updates for 2 weeks on tracking they will refund and open a investigation and multiple advisors told me to chase it up myself with courier, which I tried but as its a Amazon label for Hermes I was told it had to be Amazon.

When the initial 2 weeks passed I contacted and was told to wait another week, I tried again 2 days later and was told at the end of week 3 they can investigate but I need to scan and email them my receipt, I left it a few days as had visitors round and today tried again and was told I would be issued a refund, and to stay online whilst it was being done, then it was done and will show in my account in a few days.

I noticed the status didn't change so panicking I waited to 10 hours after the initial chat and was told no refund will be issued until they receive the item back, I again gave details of tracking explained the issue and was told I have to email them the receipt and then their team will investigate and then if the item is found to be lost they will refund.

This is the part that confuses me and annoys me though it makes a little sense, the receipt given just is barcode and date no description of item, no sender or destination and no weight and since Amazon were the ones issuing the label maybe im wrong but I thought the law was it was the senders as in Amazons responsibility for getting it back safely due to it being one of their labels.

Either way is 4 weeks so far reasonable for them to tell me to wait, not for a refund but to tell me to wait longer to declare it lost.

theonlywayisup

I didn't read the whole thing.

Who paid for the return and what was the reason for return?

tryfryohmy

Faulty item, amazon issued their own label therefore paid for the label meaning I can't get information from courier as they say only Amazon can.

unholyangel

Have you spoken to amazon and informed them that their agent collected it (if my understanding was correct the tracking proves that much)?

tryfryohmy

Yes, but they keep just saying they haven't got it so they can't refund, and I need to send receipt to a certain department for that department to open a investigation, and only once that investigation is finished, if they decide its lost they will refund.

I had to take the parcel to a shop and get it scanned, that shows on tracking as does when the courier picked it up from shop, Amazon seem to be giving careful answers such as when I asked if it might of got lost they told me not to worry they are confident it will arrive, wait a little longer, I asked the advisor again who then just ended chat the same thing has occured on multiple occasions outright refusing to answer what if it has been lost and disconnecting when I ask a 2nd time.

unholyangel

tryfryohmy wrote: »

Yes, but they keep just saying they haven't got it so they can't refund, and I need to send receipt to a certain department for that department to open a investigation, and only once that investigation is finished, if they decide its lost they will refund.

I had to take the parcel to a shop and get it scanned, that shows on tracking as does when the courier picked it up from shop, Amazon seem to be giving careful answers such as when I asked if it might of got lost they told me not to worry they are confident it will arrive, wait a little longer, I asked the advisor again who then just ended chat the same thing has occured on multiple occasions outright refusing to answer what if it has been lost and disconnecting when I ask a 2nd time.

Phone them then, you need to tell them that you have proof of their agent taking possession of it, that they cannot make you the insurer for any failure on their agents part and that they shouldn't be trying to. Tell them that you've been more than reasonable but its now been a month and you're not prepared to wait any longer.

Different if the tracking wasn't even showing as collected, but with the tracking as it is, they should definitely be refunding.

If they still wont listen, contact your bank about a chargeback. Although if you go down that road, be aware amazon have previously banned accounts for having too high a return rate, so I'm not sure what their tolerance is on chargeback - whether its zero or has some leeway.

vuvuzela

That sounds a really annoying situation and the advice above is good - Amazon can't make you pay for their courier's error.
Last return I had to Amazon, I sent via the Post Office - they scanned it in and I had a refund that afternoon in less than 3 hours.

[Deleted User]

vuvuzela wrote: »

Last return I had to Amazon, I sent via the Post Office - they scanned it in and I had a refund that afternoon in less than 3 hours.

Yes, I've had similar a few times. The refunds were processed as soon as the Post Office scanned the barcode.

I wonder is this a third party seller on Amazon?

Or has the OP already had other returns go missing?

tryfryohmy

They say its due to value of item which would be understandable to make me wait for return, it was them saying wait wait wait that seemed wrong to me.


Have done a few small returns over the past 12 months when I ordered wrong item for example but they were by royal mail and refunded no issue.

Svein_Forkbeard

tryfryohmy wrote: »

Have done a few small returns over the past 12 months when I ordered wrong item for example but they were by royal mail and refunded no issue.

Think you might find you and Amazon are about to part company,

tryfryohmy

Svein_Forkbeard wrote: »

Think you might find you and Amazon are about to part company,

3 returns all under £30 are a lot? One was for a raspberrypi fan but I got wrong model for the board I had, another was because I accidently ordered 2 of same item and sent back 1, the other was when I purchased something and relative bought me item as a present so sent it back.


Had the account since Christmas 2015 so its not as if I do this often and have purchased graphics cards and cpus from them in past which I didn't have problem with.