Faulty item returned, retailer won't refund bank refuses to get involved

adameter

Just 1 other item in 4 years a small priced item.

They haven't told me the damage and won't give me pictures and each time i ask for details from CS they email the returns team, I wait 1-3 days and get a response that its damaged so I won't get a refund.

[Deleted User]

adameter said:

They haven't told me the damage and won't give me pictures and each time i ask for details from CS they email the returns team, I wait 1-3 days and get a response that its damaged so I won't get a refund.

Obviously, they can't simply retain the item and not give you a refund. Why are they (seemingly) holding onto it? 

Fosterdog

What was the fault with it? How long after purchase did the fault first appear? Are you sure it wasn't sold by a marketplace seller but fulfilled by amazon?

[Deleted User]

Fosterdog said:

What was the fault with it? 

Fosterdog said:

 How long after purchase did the fault first appear? 
Fosterdog said:

 Are you sure it wasn't sold by a marketplace seller but fulfilled by amazon?

"Damaged"

"I raised return within a hour of getting item, I say that as I realise damage can occur at anytime but if I damaged it myself I could of just refused delivery."

"Just checked and it says Amazon E.U S.a.r.L"

adameter

Fosterdog said:

What was the fault with it? How long after purchase did the fault first appear? Are you sure it wasn't sold by a marketplace seller but fulfilled by amazon?

Def sold by Amazon. I raised return just over a hour after delivery. Laptop wouldn't power on or charge I tested another spare cable I had (not powe supply) They just read from scripts and dont answer about why they won't return.

Ectophile

Moneyineptitude said:

adameter said:

What shall I say that I didn't before?

If Amazon have already refused to refund you,  then you can't simply ask your  Bank to Chargeback. Amazon will just contest it and you'll be back to square one. You'll also risk being banned from making further purchases from Amazon.

Do you have a history of many returns to Amazon? I ask because it's very unusual for Amazon to not simply accept the customer's word. What is the nature of the "damage"?  

Have Amazon returned the "damaged" laptop to you? 

There's nothing to stop the OP asking the bank for a chargeback, and making a formal complaint if they don't process the request properly.  Then it's up to the bank, not Amazon, to decide whether or not the OP deserves the money back.

Of course, if the chargeback is successful, the OP is likely to find their Amazon account closed permanently.

born_again

adameter said:

Amazon

Paid direct

No damage noticed.

2 weeks ago

Bank said Amazon are not the supplier and just a middle man I purchased with them and returned to them so confused.

Thanks.
Seems Odd that the bank would reject it out of hand. Who at the bank said No? Front line call center staff, or the disputes team? Or has Amazon contested it? 
2 weeks would be about right for Amazon to contest it.
Who arranged & paid for return?

TBH. If Amazon have contested it, then even complaining to the Bank will get you no where. You only get one chance on a dispute. So if rejected by retailer that is the end.
Have you got a link to the purchase?

[Deleted User]

Ectophile said:There's nothing to stop the OP asking the bank for a chargeback, and making a formal complaint if they don't process the request properly.  Then it's up to the bank, not Amazon, to decide whether or not the OP deserves the money back

If Amazon contest any Chargeback then it certainly won't be  the Bank who determine how "deserving" the OP is. 

In this situation, the Bank is very definitely only a third party. 

I also suspect the OP hasn't detailed accurately  why the Bank have seemingly refused the chargeback 

Manxman_in_exile

Well the OP's posted seven times here: no-one is any the wiser as to what has actually happened and they've chosen not to answer all the questions asked.  Why waste more time?

adameter

Manxman_in_exile said:

Well the OP's posted seven times here: no-one is any the wiser as to what has actually happened and they've chosen not to answer all the questions asked.  Why waste more time?

Rude, I actually have answered all I could at the time, not everyone is at their pc 24/7 I just checked now notice the most recent questions were asked at 8.15 which I logged in to answer.

What I am thinking has happened is staff are working from home and likely overworked, the response I got was from a member of staff direct not from the disputes team and was missing images but was from their real email.

I phoned up and person told me they weren't sure as no notes on file, said they assumed it meant Amazon marketplace but would check with member of staff then put me on hold, came back and said it was because Amazon had internal dispute team, I asked on here, then rang back and was told by disputes team it was a different disputes team and would phone me today, get email today saying Amazon isn't the supplier and passes money on to supplier.

Amazon provided label to go back to their distribution centre.

It was unclear reason for not returning, they said its damaged so they can't return it.

Its also unclear about whats happening all I can make out is they say distribution centre passes messages onto returns team so I am getting third hand information, fourth if you count CS themselves.