Amazon - no refund, item missing
in Praise, vent & warnings
35 replies 4.2K views
Purchased a mobile phone from Amazon, which was then returned via Royal Mail without the Amazon packaging being opened and also placed in additional protective packaging and a postal bag. Item posted on a Friday, received on a Monday and then I received an email on the Thursday saying the item was missing, the accessories would be discarded and I would not receive my refund. 4-5 weeks later we still have no resolution and I'm £999 down. I have requested some kind of evidence of the condition of the packaging when they received it. This request has not even been acknowledged and continuously just get a reply with the standard response that they cannot process the refund until I return the item, and they are sorry they cannot help me further. Can anybody point me in the direction of how I can escalate this beyond the complaints level and hopefully deal with a UK based complaints department (last email I received from them was sent at 1230am) or what other options I have? Banging my head against a wall, they won't let me speak to an agent about it and keep telling me to email in, but this then gives them the easy option to just email back. I would have thought they have some kind of company insurance or a policy or process to write this off and process a refund to pacify a customer, especially after 4-5 weeks of querying but obviously not
Latest MSE News and Guides
Did you know there's an MSE app?
It's free & available on iOS & AndroidMSE App
Regifting: good idea or not?
Add your two cents to the discussionMSE Forum
Energy Price Guarantee calculator
How much you'll likely pay from AprilMSE Tools
Unfortunately, you appear to have circumnavigated the system and that has led to amazon assuming something fishy is occurring.
Do you have any proof of posting from Royal Mail? It's sheer folly to neglect to pay for special delivery with an item as expensive as this. If so, you should chase Royal Mail for compensation.
If not, your only alternative is to chase amazon, send them an email as they request. And then keep on sending emails until they take notice of you and take action. They can afford to replace this item!
But you don't seem to have any proof of returning it.
There's comprehesive advice from Citizens Advice here - https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/
You can also apply to Trading Standards but apparently you have to go through Citizens Advice to do so. You need to chase this and keep on chasing because it's a lot of money to lose.