Amazon delivered wrong item, refuse refund until returned

DanH11

Hi guys,

I recently ordered a computer chair off Amazon, and received something else entirely. The box was so heavy two of us had a hard time lifting it, it seemed way too big for a chair. Inside was a bunch of photography stuff, all the lights and stands, looked like professional stuff.

Despite everyone telling me to flog it all on eBay, I contacted Amazon to tell them I had received a random box instead of my order. And so the saga begins..

I asked if they would try to arrange a re-delivery of my item, and was told no. I asked for a refund then, and was knocked over. Amazon demanded I return their item before I get my money back, with the assumption it be done at my expense. I told them I wouldn't be able to return this without a collection. They grumbled but arranged a collection.. Without asking me when I would be available. I was then told to be available between 8am and 8pm on a Monday. Nobody turned up. At no point was I asked when would be convenient, I just had to be available when they told me.

We are now on the 4th collection "attempt" and I cant keep making myself available between those hours. I don't usually get home until 7:30pm Mon-Fri and they collect until 8pm. All along Amazon have demanded that I need to return their item before they will refund me, adamant that they won't treat my non-delivery and their wrong delivery as separate issues.

In my last call I asked over and over again to speak to a manager, eventually being hung up on then called by an odd number. The guy on the other end was very irate, and proceeded to shout at me that my only options are to pay to return it myself and make a refund claim to Amazon or to be available for a collection during the week. He kept telling me how difficult I was being and when I told him I didn't trust Amazon enough anymore to pay me back the horrific amount it would cost me to arrange delivery of this box, he lost his rag. I've been chasing a refund for 2 week, the last thing I want is another to chase! He told me I'm not getting my money back, unless I stop being difficult.

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What are my options here? I don't know what to do.

I paid for this with a credit card, through my Amazon account. One of the agents I spoke to warned me that trying to solve this outside of the Amazon system would mean my account would be closed, I use Amazon for everything and I doubt I'd get a refund for Amazon prime either. So I guess they take a very harsh reaction to chargebacks..

[Deleted User]

Is this Amazon themselves or a third party seller?

It seems incredibly unlikely that Amazon would despatch professional photography equipment rather than a computer chair..

In addition, Amazon would not charge for such an uplift and would provide a pre-paid postage label if an uplift was not convenient...

DanH11

Hi, I believe it to be a third-party seller through Amazon. The order was fulfilled by Amazon.

"Message from Amazon: Amazon takes responsibility for this fulfillment-related experience."

Amazon offered a pre-paid postage label, but this is not of postable size. There are only a few couriers I can find who would deliver it. Most suggested splitting the contents into several boxes. The quotes are very expensive. I really don't want to go down that route as I don't trust Amazon to refund me, in a timely manner or at all.

[Deleted User]

DanH11 wrote: »

I don't trust Amazon to refund me, in a timely manner or at all.

It won't be Amazon who refund anything, you really need to be dealing with the third party seller who has, apparently, sent you someone else's parcel.

If you are so mistrustful of Amazon, why are you purchasing using their portal?

DanH11

DanH11 wrote: »

The order was fulfilled by Amazon.

Amazon take responsibility for the orders they fulfil, and it's through them that I'm supposed to be dealing. Amazon are the ones who sent me

Moneyineptitude wrote: »

If you are so mistrustful of Amazon, why are you purchasing using their portal?

Before this incident, and how it has been dealt with, I had no reason to mistrust them. Their dealing with me, and manner over the phone has given me the impression that if I were to pursue another large refund it would be equally slow and difficult and could leave me out of pocket by a lot for an even longer period of time.

Ectophile

If you really want your money back, and don't trust Amazon any more, then cancel the Amazon Prime and contact your bank for a refund.


If it was more than £100, then you have rights under section 75 of the Consumer Credit Act. The bank must refund you themselves - there's no need to wait for a chargeback. They will then probably grab the money back off Amazon, who may then close your account.

Socajam

I would try and find the person at the top email and send him an email with all of the attachments.
Or get yourself on twitter and see what happens.
If you can name the people you are nasty I would do so as well.

boo_star

Ectophile wrote: »

If it was more than £100, then you have rights under section 75 of the Consumer Credit Act. The bank must refund you themselves - there's no need to wait for a chargeback. They will then probably grab the money back off Amazon, who may then close your account.

A "fulfilled by Amazon" order is possibly going to break the creditor supplier debtor chain as they're not selling the goods to the OP but merely acting as an intermediary. It may also scupper any chargeback rights the OP has.

I'm not saying that with absolute certainty but it isn't exactly a slam dunk.

Fosterdog

I love how you are mistrustful of Amazon and think the worst about them wanting to keep your money when you have potentially £1000+ worth of their stock. Photography equipment is not cheap so it makes complete sense that they would be reluctant to either send your item or refund you while you still have their property in your possession. If either party should be mistrustful of the other it should be them being mistrustful of you.

custardy

DanH11 wrote: »

Hi, I believe it to be a third-party seller through Amazon. The order was fulfilled by Amazon.

"Message from Amazon: Amazon takes responsibility for this fulfillment-related experience."

Amazon offered a pre-paid postage label, but this is not of postable size. There are only a few couriers I can find who would deliver it. Most suggested splitting the contents into several boxes. The quotes are very expensive. I really don't want to go down that route as I don't trust Amazon to refund me, in a timely manner or at all.

define not postable size?

DanH11

Fosterdog wrote: »

I love how you are mistrustful of Amazon and think the worst about them wanting to keep your money when you have potentially £1000+ worth of their stock. Photography equipment is not cheap so it makes complete sense that they would be reluctant to either send your item or refund you while you still have their property in your possession. If either party should be mistrustful of the other it should be them being mistrustful of you.

The difference is that I have made every effort to return it, and they make me feel like they couldn't care less! Every time I suggest something, like arranging a collection on the weekend, I get the reply "our system won't let us do that". I don't want to waste all my holiday days trying to correct their mistake

I haven't done anything to cause mistrust. I'm here asking what my rights are, and what I can do about it. E.g. Am I responsible for this stuff? Is there maybe a set limit of time that I can just leave this stuff outside my house for them to collect?