Amazon - no refund, item missing

jon81uk

robclark74 said:

cymruchris said:

robclark74 said:

I've asked Amazon this question at several points of the communication. And they have not even acknowledged it as a point, as well as not acknowledging my request for any kind of proof of the condition of the packaging when it was received at Amazon. It's almost like I haven't even asked them the question.

Somebody advised me yesterday to go to my credit card company and they have a disputes team that would deal with it, so hopefully they have more joy with Amazon than I've had. It's Amazon's blunt refusal to even look at this properly which has surprised me, which lead me to ask the question on this forum. I'll have to see what happens with the dispute review and then see what options we have from there but it seems my options with Amazon now seem fairly limited

Not sure you saw my previous question - did you return your parcel unopened? Why didn't you open it and check the contents before returning it?

Yes, thought I'd replied. No idea why I didn't check it really. Just thought it would be better from packaging perspective if it was still in the original packaging

Then how do you know you ever received the phone in the first place? Maybe Amazon staff or the courier stole the phone before it reached you? But as you didn't open the box you have no proof of this, so Amazon assume you took the phone out the box.

cymruchris

robclark74 said:

cymruchris said:

robclark74 said:

I've asked Amazon this question at several points of the communication. And they have not even acknowledged it as a point, as well as not acknowledging my request for any kind of proof of the condition of the packaging when it was received at Amazon. It's almost like I haven't even asked them the question.

Somebody advised me yesterday to go to my credit card company and they have a disputes team that would deal with it, so hopefully they have more joy with Amazon than I've had. It's Amazon's blunt refusal to even look at this properly which has surprised me, which lead me to ask the question on this forum. I'll have to see what happens with the dispute review and then see what options we have from there but it seems my options with Amazon now seem fairly limited

Not sure you saw my previous question - did you return your parcel unopened? Why didn't you open it and check the contents before returning it?

Yes, thought I'd replied. No idea why I didn't check it really. Just thought it would be better from packaging perspective if it was still in the original packaging

Yes - I wonder why you didn't even check to make sure you'd received the right contents. If there'd been a problem at the receipt stage that would entail a different investigation. If there'd been a problem with the delivery you could have dealt with that - now you're in a trickier position if you didn't inspect the goods on arrival. 

Spank

Op you said that you didn't open the Amazon packaging, was this the fold over box with "zipper" pull tab?

couriervanman

This has taken a new twist........who gets an Amazon delivery but doesn't open it

robclark74

Yes, it was the fold over box with the pull tab. I wasn't in the office when it was delivered, and just sent it back unopened as we'd decided we didn't need it. It hadn't been tampered with prior to this point so didn't even think to check the contents. Hindsight is fantastic. Genuinely didn't even occur to me to check the contents

robclark74

couriervanman said:

This has taken a new twist........who gets an Amazon delivery but doesn't open it

Not sure what you mean by a new twist ?? I've explained why it wasn't opened but I knew what the item was that had been delivered, I knew I was sending it back so like I said, didn't even think to check what was in it

cymruchris

robclark74 said:

Yes, it was the fold over box with the pull tab. I wasn't in the office when it was delivered, and just sent it back unopened as we'd decided we didn't need it. It hadn't been tampered with prior to this point so didn't even think to check the contents. Hindsight is fantastic. Genuinely didn't even occur to me to check the contents

With it being the fold out type that would allow relatively easy access - could the package have been tampered with whilst being in your office? How big is your office, how many employees, are there any contractors on site, cleaners, maintenance etc.? You've said it arrived when you weren't there - how long was it left unattended in total? There are a number of possible scenarios that could have taken place based on what you've told us so far, and as it was:

A: Unattended for a period 

and

B: Returned without inspection

There is a 'chance' Amazon could actually be correct - in that it wasn't there when it was sent back. (And I'm not doubting you - but looking at the wider picture)

couriervanman

robclark74 said:

couriervanman said:

This has taken a new twist........who gets an Amazon delivery but doesn't open it

Not sure what you mean by a new twist ?? I've explained why it wasn't opened but I knew what the item was that had been delivered, I knew I was sending it back so like I said, didn't even think to check what was in it

So how do you know what was inside

robclark74

OK, there are a few scenario's that could come up that I just hadn't taken into consideration. I wouldn't have known what was inside the packaging, but as it hadn't been tampered with in any way and I'm the only person in my office at the moment and I implicitly trust the person who would have signed for it (I sub my office from a client), I just wouldn't have assumed anything else other than the item I had ordered was inside the packaging. The package weighed just under 500g on the postal confirmation. If I was just sending back empty packaging and some accessories, it wouldn't have weighed that. I kind of came on the forum hoping for some level of consumer guidance rather than a character assassination, but at least I've been nudged in the direction of what to do and what not to do when returning an item next time. 

robclark74

Final update. Made one more call to Amazon, got escalated to a manager as I said I wasn't prepared to send another email. Asked them if they had any kind of insurance/cover for the postal service they provided. Didn't answer the question and just said she'd process the refund and then got this email within 30 seconds. It's probably about 5-6 hours of time spent disputing over the phone and sending emails that I'll never get back and then literally resolved in a five minute phone call

This is ****** from amazon management team. I'm sorry to hear about the problem you've had with your 'Samsung Galaxy Note20 Ultra 5G Sim Free Android Mobile Phone Mystic Black 256 GB (UK Version)'.

On this occasion we do not require you to return the original. You're welcome to keep, donate or dispose of it - whichever option is most appropriate and convenient for you.