Amazon Return Problems

Cpt_C

Hi there,
1st post for me, apologies if its not a particularly interesting one but its stressing me out something chronic.
3 Weeks ago I purchased an Asus Laptop from Amazon for £850. It arrived and seemed fine but when I dug deeper didn't have the spec I required unfortunately. No problem, I'll just return it for a refund. I went through the amazon process of refund and all went smoothly, I printed the label off at the drop off point and left the parcel with them. This was on the 21st of May. It was returned via their courier who is unfortunately hermes. I checked the tracking about a week later and could see it had been picked up from the drop off point but had then not moved any further, the tracking trail ended the following day basically.

So I contacted Amazon and got their auto response, it said to wait upto 14 days for the return to get to Amazon so I left it there, fair enough. 14 days pass and still no movement on the tracking. I then went further into chat and they said I should be issued with a refund as it was over 14 days. A few days pass and I hear nothing, no e-mail confirmation or anything. I then contact them again and press them further, the chap then says he will submit a refund request to management as he cant issue it as its over £750, the parcel has been lost at the "Return FC", does anyone know what that is, I presume its the courier? I then asked, will I get an e-mail confirmation that the refund has been issued, he said yes, withing 24-48 hours.
 
48 hours pass and no e-mail, so I contact them again. I go through the motions to basically get "I've successfully submitted a request to management". I press the person more saying thats not a confirmation of refund, thats just a request for a refund. Please can you process this hastily. She said she will personally sort it and I said please get back to me by close of play tomorrow (now today).

I then get told, management have come back and said due to coronavirus it could take upto another 14 days for the parcel to arrive. As you can imagine, I took serious um bridge to this and replied that I'd previously been told the parcel had been lost by their courier and it was now 19 days after I'd dropped the return off at the drop off point, I am not waiting another 14 days for them to refund me based on them "hoping" it turns up. If I dont get a reply tonight I will be contacting the credit card company.

I'm a little bit of a noob when it comes to things like this, I just want to see if anyone else has had similar experiences and am I right to be contacting the credit card company to sort it if I don't hear anything back? Appreciate any help.

Thanks
Peter

liggerz87

Id copy and paste and write it in ebay part as you may get more help there

Cpt_C

liggerz87 said:

Id copy and paste and write it in ebay part as you may get more help there

Thanks, I will do. 

powerful_Rogue

liggerz87 said:

Id copy and paste and write it in ebay part as you may get more help there

Why when it was purchased from Amazon?

powerful_Rogue

Cpt_C said:

Hi there,
1st post for me, apologies if its not a particularly interesting one but its stressing me out something chronic.
3 Weeks ago I purchased an Asus Laptop from Amazon for £850. It arrived and seemed fine but when I dug deeper didn't have the spec I required unfortunately. No problem, I'll just return it for a refund. I went through the amazon process of refund and all went smoothly, I printed the label off at the drop off point and left the parcel with them. This was on the 21st of May. It was returned via their courier who is unfortunately hermes. I checked the tracking about a week later and could see it had been picked up from the drop off point but had then not moved any further, the tracking trail ended the following day basically.

So I contacted Amazon and got their auto response, it said to wait upto 14 days for the return to get to Amazon so I left it there, fair enough. 14 days pass and still no movement on the tracking. I then went further into chat and they said I should be issued with a refund as it was over 14 days. A few days pass and I hear nothing, no e-mail confirmation or anything. I then contact them again and press them further, the chap then says he will submit a refund request to management as he cant issue it as its over £750, the parcel has been lost at the "Return FC", does anyone know what that is, I presume its the courier? I then asked, will I get an e-mail confirmation that the refund has been issued, he said yes, withing 24-48 hours.
 
48 hours pass and no e-mail, so I contact them again. I go through the motions to basically get "I've successfully submitted a request to management". I press the person more saying thats not a confirmation of refund, thats just a request for a refund. Please can you process this hastily. She said she will personally sort it and I said please get back to me by close of play tomorrow (now today).

I then get told, management have come back and said due to coronavirus it could take upto another 14 days for the parcel to arrive. As you can imagine, I took serious um bridge to this and replied that I'd previously been told the parcel had been lost by their courier and it was now 19 days after I'd dropped the return off at the drop off point, I am not waiting another 14 days for them to refund me based on them "hoping" it turns up. If I dont get a reply tonight I will be contacting the credit card company.

I'm a little bit of a noob when it comes to things like this, I just want to see if anyone else has had similar experiences and am I right to be contacting the credit card company to sort it if I don't hear anything back? Appreciate any help.

Thanks
Peter

You can involve your credit card, the issue is that Amazon are then likely to close down your account, do depends on how much you value your account.

Also, how much did you use the laptop? They could deduct a percentage of the value if you went beyond what kind of use you would expect in a shop.

I would suggest emailing the CEO - You can use google to get the email address. I've had great success using this method in the past.

visidigi

Return FC is the returns fulfillment center.
I had an item rejected during amazon logistics delivery - to be refunded, it took over a week for amazons own driver delivered package to be refunded. They are absolutely buried it seems, as is Hermes.
You might take umbridge with them, but it is crazy times in the courier worlds at the moment  they are seeing Christmas peak volumes EVERY day for the last four week. and they cant hire the usual seasonal staff to support it because the people aren't there to hire and where they are the lead times and processes to do so are much much greater than normal.

Give them a chance, they aren't doing it on purpose...(and the credit cards are equally under pressure on CBacks with the sheer volume coming in...)

Cpt_C

visidigi said:

Return FC is the returns fulfillment center.
I had an item rejected during amazon logistics delivery - to be refunded, it took over a week for amazons own driver delivered package to be refunded. They are absolutely buried it seems, as is Hermes.
You might take umbridge with them, but it is crazy times in the courier worlds at the moment  they are seeing Christmas peak volumes EVERY day for the last four week. and they cant hire the usual seasonal staff to support it because the people aren't there to hire and where they are the lead times and processes to do so are much much greater than normal.

Give them a chance, they aren't doing it on purpose...(and the credit cards are equally under pressure on CBacks with the sheer volume coming in...)

If they'd said that from the very start, I would probably be more understanding. However they just lead me on for over a week after the original 14 day period and many times contacting them saying they would issue a refund. So to then to say no, you'll have to wait another 14 days is a verrrrryyyyy tough pill, So what happens in 14 days when they still cant find it?

I actually work for a company that was badly affected by Covid-19, I was 1 person out of 3 in an office that usually has 10 for two weeks, working a crazy amount of hours doing 4 peoples jobs. We got through it and am now getting back to normal. A lot of our customers and suppliers have gone through much the same thing and are all now over the worst and not affected by Covid-19. So to come out and say its down to Covid 19 now after 3 weeks essentially and request another 2 weeks I think is taking the pee, especially when they have admitted the courier has lost the parcel previously. 

I think I'll contact the credit card company tomorrow, I've been a member of amazon for 10 years, I dont buy a lot in all fairness but after this experience, if they close my account, I dont think I would particularly miss it to be honest!