Amazon Complain.

amadeus

Last week, I purchased a Vax cleaner from Amazon using a debit card which Amazon said had been declined, although the item was shown as having been dispatched. To avoid any delay, I then put the payment through on another card which Amazon confirmed as having been accepted. Four days later, the original payment also went through and as a result I received a second cleaner. I went through the returns procedure and received an email from Amazon saying that I would not receive a refund as I hadn't paid for the item. As the email address is a 'send only' address, I cannot reply in order to discuss this. There seems to be no provision made for discussion at all. I have copies of the bank statements showing that they have had two payments from 2 separate banks. How can I resolve this?

Thanks in advance.

JJ_Egan

This Amazon .
https://www.amazon.co.uk/gp/help/customer/display.html/ref=footer_gw_m_b_he?ie=UTF8&nodeId=508510


Includes Contact Us.

bris

Send back the first one that was paid for by the card that was accepted. It should be a different order number but same difference.

amadeus

I have still had no response from Amazon. They seem to make it very difficult to have direct contact. I cannot return the first one in place of the second, as they are slightly different models and this may complicate matters even further. I shall be returning the still boxed second cleaner tomorrow and take it from there. I have sent a copy of the bank statement with the payment on it, plus a copy of the invoice, but, as yet, no reply. As soon as this is sorted I shall be cancelling Prime. I can't have this stress. My wife is on a palliative care program and we have enough worries without this. Just appalling. Thanks for the helpful suggestions from everyone. I'll be back when I get their response.

elsien

Have you tried phoning them? Always found their telephone customer service to be very good.
There's the call me now service if you go through returns, but there is also the general phone number.
Freephone (within the UK): 0800 279 7234

unholyangel

Have you spoken to your bank? Has the payment definitely been taken (I don't mean has it been removed from your account, I mean have amazon received it?

Sometimes payments can become "hung" or ringfenced. For the account holder it shows that its been made but the merchant hasn't actually received it, its sat in limbo.

Usually the retailer faxing the bank saying they won't be claiming the payment is enough to get the bank to take the ringfence off immediately.

Also, are you speaking to amazon via phone, webchat or some other method?

amadeus

Sorry about the delay in getting back here. I eventually managed to get Amazon to refund me, but only by threatening to take legal action. I had contacted customer services, but they had not responded four days later. I finally emailed them and said I was taking legal advice. Twenty minutes later, I received a phone call and the gentleman on the other end managed to resolve the matter satisfactorily. Thanks for all the advice on here. Very much appreciated.