Amazon A-to-Z Guarantee Claim denied, not protecting me as a buyer.

McJob

Hi All,

Going to try and summarise the situation I am currently in:

Ordered several items from an Amazon UK marketplace seller. The items were dispatched by the seller using Royal Mail Signed For service.

Royal Mail tracking showed the package as delivered, and had a signature (that was not mine, or anyone I know), and had my surname typed in as the recipient.

Messaged seller to check what address they used on the package, they confirmed it was the correct address. I phoned Royal Mail, who investigated and eventually got back to me admitting it was sent to the wrong location (they would say where), and they could not retrieve it. Royal Mail then said the seller should put in a compensation claim for the loss of mail, and refund me.

Contacted the seller again to inform them what had happened. They weren't interested, and are refusing to refund me saying as far as they are concerned, the have fulfilled their end of the transaction.

Raised a case with Amazon UK, stating the situation, the Royal Mail reference number for the case, and the fact that the only person that can claim compensation off of Royal Mail is the seller, not me.

Amazon denied the claim against me, saying the tracking number shows the item as accepted, and Amazon UK do not resolve shipping problems after delivery.

If the Amazon Market place seller is refusing to now speak to me, and Amazon (the middle man in all this) are refusing to protect me, what can I do?

Thanks.

Edited to add, I have appealed the claim with Amazon, and they just come back with the same reply.

marcarm

How did you pay for the item?

McJob

Through Amazon with Debit Card. Some of it was of Gift Card balance too.

Gavin83

Do you have the sellers address?

McJob

Not one shown on Amazon, however if I Google the seller's shop name, it appears to come up with one.

They also appear to have an eBay shop as well.

davidmcn

Have you got confirmation (in writing) from Royal Mail that it wasn't delivered to the correct address?

McJob

I got Royal Mail to send out a letter this week confirming this. I understand that from a seller's point of view it looks like I have received the item, and pulling a fast one, but I did supply them with a Royal Mail reference number which they could have phoned up to verify this. They were not interested, stating as far as they were concerned their end of the transaction was complete.

Unfortunately we seem to get a different bunch of postman all the time now, (the regular one before was quite reliable), and the current lot have made loads of mistakes with the people's mail going to the wrong addresses.

McJob

If Amazon are the 'middle-men' when purchasing from third party sellers, is my contract effectively with them, and not the actual third party seller? After all, I pay Amazon, then Amazon pay the seller.

Amazon are currently trying to wash their hands of any responsibility, saying speak to the seller (who are no longer interested or replying to me)

I really don't know what my next actions are if Amazon keep saying no.

:wall:

Les79

McJob wrote: »

If Amazon are the 'middle-men' when purchasing from third party sellers, is my contract effectively with them, and not the actual third party seller? After all, I pay Amazon, then Amazon pay the seller.

Amazon are currently trying to wash their hands of any responsibility, saying speak to the seller (who are no longer interested or replying to me)

I really don't know what my next actions are if Amazon keep saying no.

:wall:

You have the contract with the seller of the item, who will be the marketplace seller.


If they fail to listen after you present written evidence then you'd need to send them a "letter before action" to the shop's address (using your google results) and then, if needed, initiate court action.

Jono111

Don't forget to leave bad feedback in Amazon. That can also help the seller reconsider.

shaun_from_Africa

McJob wrote: »

and the fact that the only person that can claim compensation off of Royal Mail is the seller, not me.

Provided that they have all of the details required by Royal mail, the recipient (or in this case, intended recipient) can make a claim for lost or damaged mail.
As you have written proof from RM confirming non delivery then provided that the service used by the sender provided compensation cover up to the price you paid then hopefully you shouldn't have too much of a problem making a successful claim.

https://www.royalmail.com/retail-compensation-policy-loss

The sender or the recipient of the item may both claim for a lost item but only one will be paid compensation. If both claim for the same item then Royal Mail will process only the sender’s claim unless compensation has already been paid to the recipient. The claimant is required to provide the same evidence regardless of whether they are the sender or recipient.