Amazon Purchase

pocketslint

I recently bought a discounted item from Amazon and they sent me the wrong item. The item I had originally asked for is still on sale, but the cost has increased significantly. When i return the unwanted item am I entitled to the original item at the previously reduced price at which I had bought it? As I couldn't contact Amazon directly I opened an issue through Resolver. They have asked for the original item to be returned (No problem there) but have only agreed as a 'one off payment' to give me ten pounds off the original item but the new price is more than this. What are my options?

ps I think i have them banged to rights, but I live and learn.

K80_Black

I'm afraid Amazon get to choose whether they refund or replace. They seem to have chosen to refund you, which is well within their rights. Sorry!

pocketslint

Thanks K80 Black, are you then saying that Amazon are a law unto themselves?

K80_Black

pocketslint wrote: »

Thanks K80 Black, are you then saying that Amazon are a law unto themselves?

Nope, it'd be the same with any shop. If you do groceries online, imagine Tesco accidentally delivered you a fish pie instead of a steak pie. You have every right to a refund. (and they have every right to their fish pie back, but in this case they wouldn't bother.) What you can't do is demand Tesco come round with a steak pie.


They've put you back in the same position you were in before, that's all any retailer has to do.

Spank

Why could you not contact Amazon in the first place? They probably would have changed the item.

pocketslint

I did try, but when I phoned their number was coming up as "Not recognised on this network", I thought then that their phone numbers had went the way of their 'chat', I now know that my phone was playing up, which is why, I now realise, I have had the time to deal with this today. It's the first real problem I have ever had with Amazon, I will ca'canny in future.

LilElvis

Spank wrote: »

Why could you not contact Amazon in the first place? They probably would have changed the item.

You don't even have to contact them. Just had a try on my phone. Go to My Orders, select order, select "return or replace items", select reason for return. Then gives you option to "replace with the exact same item" or refund. They ship the replacement immediately and give you 30 days to send back the original item.

I tried this for an item received today - £149 coffee machine - and selected that the wrong item was sent, so would have fitted the OPs scenario. Took less than one minute.

P.S. I'm keeping the coffee machine - it was a bargain :T

pocketslint

That sounds great, but the only way to resolve the issue via Amazon was to return the unwanted item and order another of what I wanted, only it has increased from £27 to £42.

LilElvis

pocketslint wrote: »

That sounds great, but the only way to resolve the issue via Amazon was to return the unwanted item and order another of what I wanted, only it has increased from £27 to £42.

Tried it again with a Black Friday deal which I received yesterday. Bought for £30 and now £43 - still offering to replace item. Bosch cordless screwdriver purchased on a deal Sunday.

pocketslint

LilElvis,

Your experiences are what I have come to expect from Amazon, an honest broker with a favourable sense of 'fair play' which is why I am at odds at finding myself in the situation I now find myself in.

All I am asking for is the correct item I bought and paid for at the price at which both myself and Amazon had already agreed.

[Deleted User]

pocketslint wrote: »

That sounds great, but the only way to resolve the issue via Amazon was to return the unwanted item and order another of what I wanted, only it has increased from £27 to £42.

Are you saying that Amazon sent you the wrong item and that it is their error?
If so, they should have simply sent you the correct item with no more money changing hands at all surely ?

If, on the other hand, you ordered the wrong item and the correct one has since increased in price then you achieved a good result if Amazon offered you £10 despite it being your error.

So which of the above scenarios is it?

Regardless, in future never complicate matters by using unnecessary third party Resolver.
Complain directly to Amazon or simply use the automated Returns process "LilElivis" described earlier.