Amazon claim I sent back different item in box.

podunk

I purchased a graphics card from Amazon that had problems straight away artifacting and crashing as the temps were going above 90.

I created a returns label and returned it, its now been over a month and no refund despite promises it will be multiple times from live chat.

Eventurally tonight an advisor claimed I sent back a different graphics card than was sent out to me, and therefore I cannot get refund.

I said I sent back the correct one and was told the returns centre don't make mistakes and if I claimed I sent the correct one I must contact the carrier and open a dispute.

It was a Amazon label not one I paid for myself which I informed them of and they said they wouldn't do anything more.

I asked about them now having the funds and claiming I sent wrong item and how I could not prove what I send and just have their word on what happened and was told I would get no refund no matter what as its their policy.

I stated their policy is not the same thing as the law.

I get a response as "yes it is"

At this point I informed them I would get my bank involved and tell them what Amazon said and was told

"they won't say anything different than what we did"

So this is part a rant and part want advice on next steps before I take this to bank, I have a receipt showing the weight of package, emails from previous conversations saying they received it back, even ones from a few days ago and that I would get a refund within 48 hours.

Shall I just print all the chat transcripts saying they will refund, copies of the receipt?

neilmcl

At the end of the day this simply comes down to how you're going to supply sufficient proof that you sent back the correct graphics card. Having a receipt showing the weight of the package probably won't do it as the fact that something was sent is not in dispute. By all means contact your bank/card provider but I doubt they'll do that much. Have you asked Amamzon what exactly did they receive and are they going to send it back to you?

DoaM

neilmcl said:

Have you asked Amamzon what exactly did they receive and are they going to send it back to you?

Exactly this. (You may need to pay for the return to you). They can't keep your money and keep the item.

podunk

Sorry for late update, spoke to bank who said theres nothing they can do as if they chargeback Amazon can just claim I sent back wrong item,

The graphics card was the previous model i.e the model from year before, same brand, same tier everything the same bar the actual model i.e lets say it was pheonix brand, XY series, model 10 They say they got pheonix brand, XY series model 9.

Amazon which I screenshotted have admitted they will be neither returning the item or giving me a refund yet bank says this is allowed?!

[Deleted User]

podunk said:

Amazon which I screenshotted have admitted they will be neither returning the item or giving me a refund yet bank says this is allowed?!

What have Amazon said about future purchases?

 Are you still able to place orders?

 Have you  returned several such items in the past? If the latter, I fully expect your Amazon account will be shortly curtailed. 

podunk

I can still place orders, they just told me to return correct item for a refund.
But thats the thing, I have returned the item I received so not sure next steps, I did take a photo of card before I sent it.

Aylesbury_Duck

podunk said:

I can still place orders, they just told me to return correct item for a refund.
But thats the thing, I have returned the item I received so not sure next steps, I did take a photo of card before I sent it.

But as you've discovered, even that isn't proof.  You could have photographed one card and sent another.
What's the value in consideration?  I can see you're at an impasse so you seem to have two options: write it off as one of those things, or continue to pursue it with a possible consequence that you are banned from Amazon indefinitely.

podunk

Aylesbury_Duck said:

podunk said:

I can still place orders, they just told me to return correct item for a refund.
But thats the thing, I have returned the item I received so not sure next steps, I did take a photo of card before I sent it.

But as you've discovered, even that isn't proof.  You could have photographed one card and sent another.
What's the value in consideration?  I can see you're at an impasse so you seem to have two options: write it off as one of those things, or continue to pursue it with a possible consequence that you are banned from Amazon indefinitely.

Its one that costs over £500 so not something to write off!

Aylesbury_Duck

Ouch.  Yes, I can see why you would pursue it.

[Deleted User]

podunk said:

I can still place orders, they just told me to return correct item for a refund.
But thats the thing, I have returned the item I received so not sure next steps, I did take a photo of card before I sent it.

Do you have a history of such returns though? 

If not, it's very unusual for Amazon not to simply take the customer's word and refund accordingly. It's also strange that they won't send you back the item you have sent them...

DoaM

That's the thing ... if they don't return it (or the money) then they've committed an act of theft - they have no right to hold on to both.