Amazon Market Place Returns - Menkind

EasyAs123

I bought something from Amazon.co.uk from Menkind for in the region of £20 (+p&p).

It's faulty, so I contacted them via Amazon to arrange return, annoying but fine.

There was some back and forth about what was wrong with it, including a really snotty email about them having to assess it to check it was actually faulty before giving a refund (this was within a week of receipt so I could return for no reason and get a refund anyway).

Eventually, they sent me a RM pre-paid postage label. Great.

Printed it out, took it to the post office, parcel too large (more than 60cm).

Back to messenger and I was told 'no it wasn't' (so am I lying, or the man in the post office?)

Eventually (with me sending a screen shot of the max dimensions fro the RM and a picture of the parcel with a tape measure), I was then told I had to find a suitable courier to return it tracked at my risk and (if they considered it faulty) I'd then be refunded for the item and return costs (to a 'reasonable' but unspecified limit).

I replied back that I'm not willing to be out of pocket to return a faulty item (and then to potentially not be refunded should they not consider it faulty) but I would be happy to make it available for their choice of service to collect should they wish to provide a pre-paid label for me to print.

A holding response received two weeks ago, no further response to chaser emails asking for a way forwards.

I can't see a way to escalate to Amazon (though all the messages have been via the Amazon messenger tool)

I'd take it back into a shop but it's bulky and the reason I ordered online is that there's no shop nearby. It'd likely cost £20 in petrol and parking...

So I now have a large box containing a faulty item in the middle of my lounge and the person the item was to be for will be visiting for christmas in about a week.

Any suggestions?

RM_Tommy

It's a marketplace purchase - was/is there no option to click the "Return or Replace Items" directly through Amazon?

Have you left a review yet? Sometimes leaving a negative review will put the pressure on the seller to finalize the return.

bris

They are entitled to inspect it to make sure it's really faulty through no fault of you. Retailers also have rights.


They have told you they will reimburse you for the reasonable postage which they are legally required to do if it's faulty so they are doing nothing wrong.

EasyAs123

RM_Tommy wrote: »

It's a marketplace purchase - was/is there no option to click the "Return or Replace Items" directly through Amazon?

Have you left a review yet? Sometimes leaving a negative review will put the pressure on the seller to finalize the return.

I did go via return and replace.

I had to give a reason (faulty) then was told something like 'the seller will review your reason for return and may message you for more information or to provide a returns label.'

Never done this before... is that not normal for market place returns?

bris wrote: »

They are entitled to inspect it to make sure it's really faulty through no fault of you. Retailers also have rights.

If it's not faulty I'm still entitled to a refund as I'm within my cancelation period so no call for them to say I'll only get a refund if I've returned as faulty if they decide it's faulty.

Once your order is received back we shall complete a quality control process to ensure that the criteria for defective items is met. The assessment process should take approximately 5 business days from date of receipt of your parcel.

Any item confirmed as defective following assessment will be eligible for a full refund (inc postage) or exchange if returned within 30 days of purchase, or an exchange only, if received back after 30 days from purchase. For any items which are confirmed as not defective, we shall contact you further to make arrangements for it's return at your cost.

Fair play if they were to say they'd refund minus return postage costs if it was found to be not faulty, but that's not what they were saying.

They have told you they will reimburse you for the reasonable postage which they are legally required to do if it's faulty so they are doing nothing wrong.

Hmm.... not sure I agree with your interpretation of the statute.

section 20, sub-section 7, paragraph b of the Consumer Rights Act 2015

"make the goods available for collection by the trader or (if there is an agreement for the consumer to return rejected goods) to return them as agreed."

There is no existing agreement for me to return at my cost and await a refund (hence why they first provided a pre-paid returns label as per the Amazon returns process) therefore they have no legal right to require me to pay for the return then be reimbursed.

If I agreed, fine, but I don't trust them or their processes and I'm under no obligation to pay out of pocket.

I am happy to return if provided with a paid and valid returns label, or to wait in for a courier they've arranged and paid for to collect (as legally required).

Streaky_Bacon

EasyAs123 wrote: »

I can't see a way to escalate to Amazon (though all the messages have been via the Amazon messenger tool)

You will be able to escalate to Amazon via this link - https://www.amazon.co.uk/gp/help/customer/contact-us

After all the options, pick the chat option and make sure you pick the option to get it sent to your email.

They'll likely tell you that everything will be fine, and that they'll raise an A-to-Z claim for you.

You'll then probably get an email out of the blue telling you that your claim has been rejected, with no reason given.

Then you'll have to go back to the link and rinse and repeat but you will eventually get there.

theonlywayisup

I would try the seller again and ask them to provide a prepaid label from a carrier (pick one that has a drop off point close to you) with a link to the legislation. Explain that you will wait x hours for the label and open an A-Z claim if that is not forthcoming. A-Z really hurt sellers matrix, so the hint of one should be enough.