Amazon refusing refund

nickyb214

Hello, I bought an item from Amazon in May 2019. The item was faulty and never worked and the 3rd party seller replaced it straight away. 

It then broke in January 2020 and I reported this to amazon and was eventually asked to return the item. As the the item was so large and after lots of conversations with Amazon regarding the return it was sent back at the start of March. The seller refused to take delivery. I raised an a-z guarantee but they denied my claim they said it was outside the time limit which it wasn’t but think they have got confused with the original return. I have tried unsuccessfully to get hold of their complaints department and don’t know what to do. I did pay on credit card. I also took out extra insurance but the broken down element doesn’t come into effect till the end if May. Does anyone know how I can make a complaint to Amazon? Can I still claim on the insurance even though I told Amazon it stopped working in Jan? .
I bought this for a school PTA to raise money for the school but so far we’re hugely out of pocket. 

Any help would be great

the_lunatic_is_in_my_head

When did you raise the A-Z claim? The policy is they must be opened within 90 days of the ETA.

There are reports of customer services opening them after this but whether the full policy still applies is probably down to what Amazon decide.

It may be complicated as the seller has already undergone one oppertunitity to remedy the situation but I believe despite this as it was longer than 6 months for the second claim the clause that the seller can request you demonstrate the fault still applies (happy to be corrected on this point). 

You mention you contacted Amazon, did you try to comminicate with the seller when it failed again in 2020? 

Is the seller currently trading on Amazon? If not the delivery may have been refused as they are no longer in business or closed due to current issues. 

The terms of the insurance will depend on what you can claim. 

nickyb214

They raised the a-z claim a couple of weeks after I initially raised the claim as they got no response from the seller. 

I haven’t received any replies from the seller after the initial return the item, and the phone number they gave us is unobtainable so I imagine they have gone out of business.
Amazon won’t give me any details on how I can make a complaint. Do you know of how I can do this?
I have breakdown insurance but doesn’t start till 24/5/20. I assume as it’s assumed I have a guarantee with Amazon for the first 12 months.

JJ_Egan

Breakdown insurance is not the same as  warranty/ guarantee are you 100% sure its not valid .

sheramber

 As you bought extended warranty from May 2020 did  the product come with a 12 month guarantee from the manufacturer?
Have you contacted the manufacturer?
Did you appeal the A-Z decision?

wilsonka

We have a similar problem. At the beginning of lockdown we ordered an office chair. It took many weeks to arrive and came from China. Despite the very many glowing reviews on Amazon it was of poor quality and we returned it promptly. We were asked by the reseller to send it back by courier and they said they would refund the cost of this and the chair on return. We raised an A-Z claim when we did not get an immediate refund. The reseller contacted us asking us to remove our A_Z claim saying it was poor quality as this would affect their 'ratings'. Amazon advised us not to withdraw the A-Z claim. Despite 50+ emails acknowledging that the item has been returned and that there is an entitlement to a refund for the goods we still do not have a refund. My husband has rung and emailed Amazon on a weekly basis. Amazon  now say our contract is with the reseller who has refused a refund and as it is over 3 months they can not support us via the A-Z claim and have told us to go to the small claims court !!
This seems outrageous to me and fraudulent - surely when you buy on line you have the right to return the item and get a refund - how can they simply reject the claim when they have acknowledged the item was returned. It fees like this is a fraudulent way for the reseller to behave. They are still on the website and the chair still has great reviews! Meanwhile we paid out £140 for something we do not have and they are keeping our money because they do not like the reason we returned it!

Can anyone help?

born_again

How much did it cost to courier the chair back to China?