Problem with item bought on Amazon website

a2mn1lt

I bought some secateurs via Amazon.  They were a Gardeners' World Best Buy and the price paid was comparable with other websites.  The photo on Amazon shows the branded product in branded packaging. After I'd ordered them I realised that they were coming from China and they arrived yesterday.  It looks as though I've been sent a fake product - it isn't branded and the packaging is in Chinese.  I contacted the seller via the Amazon website with my concerns and they have told me that I can either keep them and have a reduction of £9 or I can return them to a UK address, but I have to let them know how much the postage would be beforehand so that they can decide whether that's acceptable.  The Legal Warranty on Amazon's website states that if the item is not 'as described' the seller should refund and pay the postage costs for return.  I don't want to keep the secateurs as they are clearly not what was advertised and not what I wanted and paid for (and I think they're fake), but I'm worried about returning the secateurs to the UK address and they don't then issue me with a refund and the postage costs.  

I'm not sure what to do and wondered whether anyone else had had the same experience.  Since I ordered the secateurs there have been several reviews left on Amazon by people who have the same problem as me (fake goods sent through), but there is no way of getting in touch with the people who have posted these reviews to see what outcome there was.  The secateurs have now disappeared from the Amazon website so the company I bought them from is no longer selling them via Amazon. 

Any help would be appreciated. 

Forwandert

Contact amazon on live chat. You'll get a bot first of all but once you've got past that they should be able to fix it for you. I would just explain exactly as you have here. They've sorted out any issues I've had with 3rd party sellers pretty quickly. 

LudaMusser

I’ve today returned a faulty dash cam bought on Amazon. I was asked by Amazon to return it to Amazon (Leeds address) and not the seller. Amazon emailed me a free post label to print out and then I took it to the nearest newsagent/post office that take Hermès parcels. I handed it over at 1:00pm and by 8:00pm I’ve received an email from Amazon to tell me that I’ll be receiving the refund shortly. I’m shocked that they’ve received and processed it that fast, I’m two hours from Leeds for a start

Within your Amazon account you should be able to click on the order in question and raise the issue. I selected a call back option and within two minutes I was called from Ireland. I explained my dash cam had developed two faults and was only five months old. The caller sent me an email with link on how to raise this with the seller

I then asked the seller for a refund, they offered a replacement which I didn’t want. Amazon had arranged to call me back five days later. They did, same woman but this time a London number. I explained that I wanted a refund, she could see my conversation and said that she would issue me the refund! I just had to send Amazon the item first. Best customer service I’ve ever had, so fast

custardy

LudaMusser said:

I’ve today returned a faulty dash cam bought on Amazon. I was asked by Amazon to return it to Amazon (Leeds address) and not the seller. Amazon emailed me a free post label to print out and then I took it to the nearest newsagent/post office that take Hermès parcels. I handed it over at 1:00pm and by 8:00pm I’ve received an email from Amazon to tell me that I’ll be receiving the refund shortly. I’m shocked that they’ve received and processed it that fast, I’m two hours from Leeds for a start

Within your Amazon account you should be able to click on the order in question and raise the issue. I selected a call back option and within two minutes I was called from Ireland. I explained my dash cam had developed two faults and was only five months old. The caller sent me an email with link on how to raise this with the seller

I then asked the seller for a refund, they offered a replacement which I didn’t want. Amazon had arranged to call me back five days later. They did, same woman but this time a London number. I explained that I wanted a refund, she could see my conversation and said that she would issue me the refund! I just had to send Amazon the item first. Best customer service I’ve ever had, so fast

The havent received it.
They simply refund from the dispatch scan. If there was a problem with the item you returned,they would simply re debit your payment method.

born_again

LudaMusser said:

I’ve today returned a faulty dash cam bought on Amazon.

Was it from Amazon Marketplace? Which is where the OP's was from. Makes a lot of difference.

DiddyDavies

custardy said:

The havent received it.
They simply refund from the dispatch scan. If there was a problem with the item you returned,they would simply re debit your payment method.

I'll second what custardy has stated.
When I've returned stuff to Amazon, I normally get an email stating that the refund has been actioned about 5 minutes after dropping the package off at my local Post Office.

MattMattMattUK

DiddyDavies said:

custardy said:

The havent received it.
They simply refund from the dispatch scan. If there was a problem with the item you returned,they would simply re debit your payment method.

I'll second what custardy has stated.
When I've returned stuff to Amazon, I normally get an email stating that the refund has been actioned about 5 minutes after dropping the package off at my local Post Office.

Amazon refund based on the courier receiving the goods for customers who are in good standing. If the return is not correct once they open it then they reserve the right to charge for the item.

JJ_Egan

As above multiple returns same scan and refunded .