Amazon lost returned items, will not refund and asking to chargeback

wogit

Hi, please help me out!

On the 12th Aug I ordered a graphics card (£1k) and then received the item. I received the item on the 13th (prime) and straight away realised that the model sent was wrong (the picture was different). I then returned the item, through Amazon's own postage method (Royal Mail), the next day (14th). On the 18th the tracking updated and the item was signed for by Amazon, but on their website it showed that it still hadn't been returned.

I then waited patiently and called them at (2) and (3) weeks after the return asking about the status - this is because it still was stuck at waiting to be received by Amazon even though the tracking said different. On both phone calls the speakers confirmed that the item had been received and they'll start an investigation - I would hear back before 2 working days. They obviously didn't respond, hence calling them again.

I then called them again 3 weeks and 2 days after the return and this was taken to someone senior - but they said the same thing (48 hours). I got slight fed up so I e-mailed Jeff Bezos and the case was escalated to an executive customer service agent. They said they would respond in 48 hours... and shockingly they did. This is what they responded with:

I am unsure what to do. They have been holding £1k+ for over a month now. I cannot believe they are advising me to chargeback. I am certain they will not find the item. If I do chargeback, my amazon account will be closed - and it's something we rely on (50k+ spent).

Please advise me on my options!

Edit: problem solved by speaking to someone higher up on the food chain.

BoGoF

Sounds like a B2B transaction.....so not strictly consumer rights issue.

wogit

Thanks for the response. I'm a consumer and not a business.

SnowTiger

wogit wrote: »

On the 12th Aug I ordered a graphics card (£1k) and then received the item. I received the item on the 13th (prime) and straight away realised that the model sent was wrong (the picture was different). I then returned the item, through Amazon's own postage method (Royal Mail), the next day (14th). On the 18th the tracking updated and the item was signed for by Amazon, but on their website it showed that it still hadn't been returned.

[...]

I am unsure what to do. They have been holding £1k+ for over a month now. I cannot believe they are advising me to chargeback. I am certain they will not find the item. If I do chargeback, my amazon account will be closed - and it's something we rely on (50k+ spent).

Please advise me on my options!

I don't think you have much to worry about. You have evidence you returned an item to Amazon and you have evidence they received it. It appears they've lost it.

I suspect as it's a high value item they're unwilling to give you refund until they've seen what you returned. For all they know it could be a box with a few pebbles inside.

You have two options:

wait for Amazon to find the item, or give up on trying, and refund you; or

do a chargeback are they advised.

bris

Why is it something you rely on? If you're a consumer then there are plenty other places you can buy from, but having spent 50k + I would assume it's something business related.

boo_star

wogit wrote: »

Thanks for the response. I'm a consumer and not a business.

It doesn't sound like it.

"We rely on" and "50k spent" are not phrases I would associate with even enthusiast level PC hardware.

Gavin83

SnowTiger wrote: »

wait for Amazon to find the item, or give up on trying, and refund you; or

do a chargeback are they advised.

This is pretty much it. They're free to do or not do business with you as they see fit. They could choose to close your account even if you don't initiate a chargeback. Amazon have a reputation of closing accounts which return too many items so given your level of spending and assuming this isn't a regular occurrence you'll likely be fine.

wogit

bris wrote: »

Why is it something you rely on? If you're a consumer then there are plenty other places you can buy from, but having spent 50k + I would assume it's something business related.

Hi, the majority of the spending is on disability-related equipment. Amazon imports items that are only available in the US.

boo_star wrote: »

It doesn't sound like it.

"We rely on" and "50k spent" are not phrases I would associate with even enthusiast level PC hardware.

Please see the above response.

Gavin83 wrote: »

This is pretty much it. They're free to do or not do business with you as they see fit. They could choose to close your account even if you don't initiate a chargeback. Amazon have a reputation of closing accounts which return too many items so given your level of spending and assuming this isn't a regular occurrence you'll likely be fine.

Yes, you're right. We don't really return items though. In the end I phoned their corporate office and explained the situation. They understood the situation and provided a refund. :j

DoaM

BoGoF wrote: »

Sounds like a B2B transaction.....so not strictly consumer rights issue.

I take it you're not into custom/performance PCs then.