Amazon Refusing to issue a Refund

Harry1998

I ordered a PS4 Game but I received the wrong PS4 game and made Amazon aware of this and they asked me to send the item back which I done and provided proof of
postage. 

A few weeks had passed and I had still not heard anything from Amazon regarding this refund and I got an email from their "Account Specialist Team" claiming the following

"Our returns department advised us that they received wrong item. We are discarding the incorrect item that you sent." 

I have sent an email to their complaints department and resolution centre explaining that I received the wrong game  and made them aware of my intention to return the item which cost me £49 and I paid them via my credit card. The response I get from Amazon is the exact same claiming they can't process the refund as I sent the wrong item back when they sent me the wrong item to begin with. I'm honestly confused on what to do as I feel like I have exhausted all my options. The seller was Amazon and not through a 3rd party. 

Touchstones2

It's can't be right Amazon cannot ship the wrong item/ they make many checks before. What game was it.

cymruchris

Did you buy it 'supplied by Amazon' - 'fulfilled by Amazon' - or from a third party seller advertising on Amazon?

Harry1998

Touchstones2 said:

It's can't be right Amazon cannot ship the wrong item/ they make many checks before. What game was it.

How does this remotely answer or help anyone by suggesting a company is exempt from making mistakes? Mistakes happen, that's the reason why companies have a return option for item not as described or incorrect item received 

Harry1998

cymruchris said:

Did you buy it 'supplied by Amazon' - 'fulfilled by Amazon' - or from a third party seller advertising on Amazon?

It was supplied by amazon 

davidmcn

Harry1998 said:

Touchstones2 said:

It's can't be right Amazon cannot ship the wrong item/ they make many checks before. What game was it.

How does this remotely answer or help anyone by suggesting a company is exempt from making mistakes? Mistakes happen, that's the reason why companies have a return option for item not as described or incorrect item received 

You're replying to the latest incarnation of one of our persistent trolls. 

dinglebert

Amazon picking does make mistakes.  It did with me two weeks ago when I purchased  3 x smoke detectors.  One was correct model the other two a cheaper version by the same company.  I posted this on a different forum which was about the proposed Scottish fire regulations and another user had exactly the same issue.  I phoned Amazon who confirmed picking is done by robots and not humans.  Got a 40% discount on order.

cymruchris

dinglebert said:

Amazon picking does make mistakes.  It did with me two weeks ago when I purchased  3 x smoke detectors.  One was correct model the other two a cheaper version by the same company.  I posted this on a different forum which was about the proposed Scottish fire regulations and another user had exactly the same issue.  I phoned Amazon who confirmed picking is done by robots and not humans.  Got a 40% discount on order.

I imagine that if in your scenario - a box of model A detectors is placed in a box of model B detectors - and then sent out on orders around the country - when multiple customers complain of receiving the wrong item, they are able to verify that there have been several claims on the same item, and are happy to rectify the situation. Had this happened in the OP's case - that a box of game A had been put into a box of game B - and subsequently picked and packed - there'd likely be a queue of customers all asking for a return. If the OP is the only person asking for a return out of the last X amount of orders going out for that product, I can see how Amazon might not believe him/her. Products usually come to Amazon in larger boxes of multiple units, they then get split down and put into picking locations. How likely would it be that a single unit of an incorrect game would end up in a picking location? It would certainly be a very slim chance. I think the OP has to rely on the goodwill of Amazon, or the other option is that they pursue a chargeback through their bank/credit card, but then risk losing access to their Amazon account. 

Harry1998

cymruchris said:

dinglebert said:

Amazon picking does make mistakes.  It did with me two weeks ago when I purchased  3 x smoke detectors.  One was correct model the other two a cheaper version by the same company.  I posted this on a different forum which was about the proposed Scottish fire regulations and another user had exactly the same issue.  I phoned Amazon who confirmed picking is done by robots and not humans.  Got a 40% discount on order.

I imagine that if in your scenario - a box of model A detectors is placed in a box of model B detectors - and then sent out on orders around the country - when multiple customers complain of receiving the wrong item, they are able to verify that there have been several claims on the same item, and are happy to rectify the situation. Had this happened in the OP's case - that a box of game A had been put into a box of game B - and subsequently picked and packed - there'd likely be a queue of customers all asking for a return. If the OP is the only person asking for a return out of the last X amount of orders going out for that product, I can see how Amazon might not believe him/her. Products usually come to Amazon in larger boxes of multiple units, they then get split down and put into picking locations. How likely would it be that a single unit of an incorrect game would end up in a picking location? It would certainly be a very slim chance. I think the OP has to rely on the goodwill of Amazon, or the other option is that they pursue a chargeback through their bank/credit card, but then risk losing access to their Amazon account. 

The scenario is the game was part of a much larger order that consists of multiple games and out of the 4 I ordered 1 was incorrect and returned, brand new sealed and not used or opened so my response to Amazon was if I could return this sole item in my order for a refund as it was the incorrect item then could I get a refund, they confirmed yes and generated a returns request and label for me which I sent back and the issue here is that Amazon are claiming I sent the wrong item back as it does not match the description of the original order whereas the reasons for returns was that it arrived incorrect and that's why I returned it to begin with but kept rest of the order so it wasn't just 1 game or 1 order that was wrong when I've placed multiple orders in the past and had no issues with them

Were_Doomed

davidmcn said:

Harry1998 said:

Touchstones2 said:

It's can't be right Amazon cannot ship the wrong item/ they make many checks before. What game was it.

How does this remotely answer or help anyone by suggesting a company is exempt from making mistakes? Mistakes happen, that's the reason why companies have a return option for item not as described or incorrect item received 

You're replying to the latest incarnation of one of our persistent trolls. 

Is this one of the Tonys?

(I'm a long-time lurker so I'm aware of some of the shenanigans that have gone on over time).

molerat

I think you need to be on the phone to a UK operative.  I had this before and it was a bit of an uphill struggle and they only refunded as a goodwill gesture - they wouldn't admit they sent the wrong item - although they did later pull the item from sale to check stock, the item was a crafting kit bag with contents and I only received the bag.