Amazon dispute

sheffieldsam

Please can someone help me I am at the end of my tether. I purchased an item from Amazon and it advertised I would receive 192sqft of some rubber gym flooring, I paid £94.85 for this, when it came I only received 4 tiles which equalled 8sqft. I emailed the company and they claimed
they couldn’t find my order. I then requested a refund from amazon and it was granted and picked up by Hermes. I now have no item and after 14 days still have no refund from amazon even though on my account it states the item was picked up and is on the way back to amazon. I can’t get hold of amazon ad they are apparently only taking complaints via the chat system, every time I go on this they tell me my refund will be in 48 hours and then it never appears in my account. They are telling me I can’t complain as complaints are shut. I am now doe. £100 and have no item and no refund. Please help me.

pinkshoes

How did you pay?

kingfisherblue

When I had a dispute with Amazon, and it wasn't sorted out, I posted on their Facebook page and said how disappointed I was. An agent responded and asked me to fill out an online form that they linked. From there, and agent rang me. He sorted everything out, and also credited my account with a goodwill payment of £15. I first posted on the FB page on a Tuesday. It was sorted properly by the Friday, just three days later. This was a couple of years ago.

[Deleted User]

kingfisherblue said: It was sorted properly by the Friday, just three days later. This was a couple of years ago.

Your experience of  a few years back is hardly relevant during the current Pandemic of course. In addition, if you'd bypassed social media and gone straight back to Amazon customer service it would likely have been sorted even more quickly. 

Regardless, it is still possible to contact Amazon on their web chat and that is definitely the most direct method. 

To the OP:

You need to realise that a refund is unlikely until the tracking shows it has actually been received rather than "on the way". The delay to this happening will doubtless be down to the Emergency. 

Do persevere though, hopefully you paid by credit card? 

elsien

Did you buy from Amazon themselves, or through a third party seller? 

elsien

Did you buy from Amazon directly  or through one of their marketplace sellers?  

[Deleted User]

elsien said:

Did you buy from Amazon themselves, or through a third party seller? 

Sounds very much like a third Party, the OP e-mailed "the company" who initially couldn't find his order. This will therefore be an Amazon A-Z claim.

kingfisherblue

Moneyineptitude said:

kingfisherblue said: It was sorted properly by the Friday, just three days later. This was a couple of years ago.

Your experience of  a few years back is hardly relevant during the current Pandemic of course. In addition, if you'd bypassed social media and gone straight back to Amazon customer service it would likely have been sorted even more quickly. 

Regardless, it is still possible to contact Amazon on their web chat and that is definitely the most direct method. 

To the OP:

You need to realise that a refund is unlikely until the tracking shows it has actually been received rather than "on the way". The delay to this happening will doubtless be down to the Emergency. 

Do persevere though, hopefully you paid by credit card? 

Actually, I had tried Customer Services several times before resorting to social media. They were useless. They were not interested, and did nothing to try to resolve the problem. That's why I eventually contacted them via Facebook. The OP has been unable to speak to someone at Amazon, which is why I suggested an alternative route.

[Deleted User]

kingfisherblue said:

Actually, I had tried Customer Services several times before resorting to social media. They were useless. They were not interested, and did nothing to try to resolve the problem. 

Very unusual for Amazon, especially considering  this was  several years back when their call centres were at full strength and not impacted by a Global Pandemic. Obviously your posts on social media got their attention but without details of your issue and how it was resolved there is little to be gained from further comment. 

LilElvis

I had to return a faulty item that was sold by a third party but fulfilled by Amazon. It took 12 days via Royal Mail before it was received by them but I was then refunded without further delay.

elsien

Is there anyone else in your household or is your card linked to any other accounts who may have made the purchase?