HELP!....Amazon won't refund an item returned to them and it's £560

shapala

Hi all

I'm at the end of my tether so hoping for some assistance. This will be a longer post so apologies for that.

I returned a faulty laptop to Amazon which cost me £560. The item was bought last Sept but a rep agreed I could return the laptop since it was completely faulty and they would repay me cost of sending the item (£30). It was purchased on Amazon warehouse and didn't have any warranty hence I requested to return it which was approved.

So, I sent it by UPS same day and it was delivered following day (5th Feb), signed for and del'd to 'DOCK' which is normally the case to their Dunfermline depot and where I was told to return to by the chat rep.

Anyway, I contacted them a few days ago and went from pillar to post. Despite having tracking number which clearly corresponds with tracking info easily found if you go on ups' tracking website the rep kept insisting on a receipt which UPS never provide on collection - I would know as I've had 1000s collections from them over the years for my business. Any item is collected and scanned - that's it!

Anyway, the guy all but closed me down after a tortuous 90 minutes before me telling him it's scandalous they have the laptop and the money. He then said he'd open an investigation to the returns dept.

Guess what?.... 48 hours later received an email stating they have no knowledge of the return of the package and they can't do anything further.

So, do I have any options? I paid using credit card if it matters. Amazon won't even refund me the cost of returning the laptop unless the item is returned according to them which adds further insult to injury (they refund postage when you send them the courier invoice).

Hoping for some kind soul to help me as it's obviously a lot of money and as far as amazon are concerned, it's case closed. :mad:

Comms69

Well your main option is using small claims court.


A s.75 could be possible but others will advise ont hat no doubt

shapala

Comms69 wrote: »

Well your main option is using small claims court.


A s.75 could be possible but others will advise ont hat no doubt

I'm hopeful of another route. Although a lot of money, I'm unsure I can take the time to pursue that and I suffer quite badly with stress so I know it would impact my health so I don't think I have it in my to go to the small claims.

No doubt they'd involve an expensive lawyer to fight their case. Also, I don't have much in the way of evidence, other than original invoice, UPS courier postage label and invoice and a screenshot showing proof of delivery. Guess the lawyer could say I sent an empty box back to them.

Comms69

shapala wrote: »

I'm hopeful of another route. Although a lot of money, I'm unsure I can take the time to pursue that and I suffer quite badly with stress so I know it would impact my health so I don't think I have it in my to go to the small claims. - Just FYI small claims is just you, the judge and the 3rd party rep sat in a room, more or less talking. There is some law involved, but for the most part it's straight forward. It's designed for lay people

No doubt they'd involve an expensive lawyer to fight their case. Also, I don't have much in the way of evidence, other than original invoice, UPS courier postage label and invoice and a screenshot showing proof of delivery. Guess the lawyer could say I sent an empty box back to them.

They might. But given the lawyer would cost more than the value of the item, I doubt they would.


He could, and you might've done. I don't know.


Just supplying the facts as they appear.

davidmcn

shapala wrote: »

No doubt they'd involve an expensive lawyer to fight their case

Not for £560 they're not, especially if they've got a good chance of losing.

Guess the lawyer could say I sent an empty box back to them.

Except they haven't even claimed to have received an empty box from you.

JJ_Egan

Is this a business purchase ??

shapala

JJ_Egan wrote: »

Is this a business purchase ??

Yes, it was a laptop purchased for my home office for my business. Does that make any difference?

Can insurance assist or does this not fall under any insurance scope, such as home insurance?

If I did decide to take them to small claims, would I need to travel to their nearest small claims, which would be in London, or would they need to travel to my nearest court which is in Edinburgh (if they decided to fight the case)?

JJ_Egan

Check if your HOME insurance covers your business .
You dont normally travel to the court see MSE Small Claims guide.

davidmcn

shapala wrote: »

Yes, it was a laptop purchased for my home office for my business. Does that make any difference?

It means that you don't have the benefit of the various statutory consumer protections. Though in practice here it probably doesn't make much difference.

Can insurance assist or does this not fall under any insurance scope, such as home insurance?

You might be insured, we don't know. But I would have thought it unlikely that your home insurance would cover legal costs incurred by your business.

If I did decide to take them to small claims, would I need to travel to their nearest small claims, which would be in London, or would they need to travel to my nearest court which is in Edinburgh (if they decided to fight the case)?

Normally, nobody travels to the court unless it's defended. Given they have a place of business in Dunfermline then I would have thought you'd be entitled to raise the action either there or in Edinburgh.

shaun_from_Africa

Depending on the type of business that the OP has, they may well still have S75 protection if they paid for the laptop on a credit card.
Although it's part of the Consumer credit act, it does cover sole traders and partnerships provided that it's not a limited company.

[Deleted User]

UPS provide a text or paper receipt if you ask them - the last couple of parcels have been text ones.