Amazon has took me for £570

djstephenmqc

Hi Guys i need some help and advice i've completely run out of ideas and don't know what to do next, your help would be very much appreciated thanks in advance.
 On August 3, 2020 I placed an order on Amazon for  a Roland HPD 20 Hand  percussion pad described as used with some small slight cosmetic marks. At a  cost to me of £570 The order was delivered to  on August 5, 2020 when I Opened The package  that had been delivered  it was not the item that I ordered, It was the correct box and packaging but not the right item inside the box, instead it was what I can only describe as a  a worthless second hand item called a rhythm coach. I immediately returned it the next day to Amazon... And this is when  my troubles began...     I received an email from Amazon stating it was not the item that they sent to me and after several days of emailing and talking to customer services  I was asked to send a illegal affidavit Which I did immediately..After weeks of  contact with Amazon by phone and email i've copied and pasted the latest  reply from amazon below ......
"We’re sorry to hear that you haven't received refund order #204-0782776-9276329 as we received wrong item for the order. We have fully investigated this matter, including with the delivery carrier who delivered the package. Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which indicate the item as delivered:
- the timed geocode stamp of the delivery location;
- information collected at the point of delivery; and
- the package weight and reported condition upon delivery.Accordingly, based on our investigations, we won’t be able to provide a replacement or refund for this order at this time. If you think that someone has intercepted your item without your permission, this is a crime, and you may wish to contact your local police authorities to pursue this matter further. Please note: to assist in obtaining a police report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation. We will then validate the report with the local police force in question; for that reason, we are unable to accept reports filed with Action Fraud, as this is a reporting centre, rather than a local police force.
If the issue isn't resolved after contacting local police, please contact us again and include a PDF, JPG or PNG copy of the police report to the following address: uk-deliveryinvestigation@amazon.co.uk. Please be sure to include key information including:
 The police report number regarding this incident
- Name of related station
- Crime Reference Number/URL of report/Reference number provided
- [If reported to a local station over the phone: The name and badge number of reporting officer, and contact number of the station]
- [If reported to the police online: Provide a copy of the acknowledgement receipt email or reference number].
Please contact us back when the police report is complete. We are unable to accept police reports that are in “pending” or any other incomplete status.

cajef

So have you provided the Police report and details they have asked for?

Browntoa

Direct from Amazon or a "3rd party seller" ? 

Ectophile

cajef said:

So have you provided the Police report and details they have asked for?

That wouls

dassume that the OP can actually get the police interested enough to file a report.  I expect they will tell the OP to report it to Action Fraud.

djstephenmqc

So have you provided the Police report and details they have asked for?

cajef said:

So have you provided the Police report and details they have asked for?  yeah ive

djstephenmqc

yes i've sent amazon all the details of the online police report.. still had no reply 

greyteam1959

What about a chargeback with your credit card company ??

neilmcl

djstephenmqc said:

yes i've sent amazon all the details of the online police report.. still had no reply 

As already asked, did you but direct from Amazon or via a 3rd party seller?

Blackbeard_of_Perranporth

Direct from amazon prices are £750, used to £810 new.

What do you think?

davidmcn

djstephenmqc said:

yes i've sent amazon all the details of the online police report.

How long ago?

MalMonroe

It sounds as if you bought this item from amazon marketplace - and NOT amazon. But in any event what you should have done (as advised on amazon pages) - instead of "immediately returning it the next day to Amazon" - was to go to your amazon account, click on the order and report a problem with the order, there is a space for it. Then you would have been instructed what to do, i.e. pack up the parcel and return it for a full refund. In most cases, prepaid delivery labels are provided for you to print out and stick on the parcel as well. So it costs you nothing to return - and you then take your parcel to the PO and ask for proof of postage. If you follow amazon's recommended procedure, they then have a full and complete record of exactly what transpired - and once they've received your parcel, you get your full refund. I have done this a few times with both amazon and amazon marketplace purchases. And I've always been refunded. 

By returning something under your own steam you seem to have really confounded their system. I've never heard anything like this!

What I'd do now, instead of sending any more emails, is just get on the phone and tell them exactly what happened and that you want a full refund. Even if you have to hang on waiting to be answered with the now boring old excuse of coronavirus affecting staffing. It is well worth it to recoup that amount, in my opinion. 

As others have suggested, if all else fails you could try getting a refund via chargeback or Section 75. 

Next time, if there is one!, just follow the prescribed procedure and you'll get a refund faster than you can say Jack or Jill Robinson.