Amazon - I returned item - no refund

Oskieboy

Sorry in advance for the rant..

In February I bought a brand new Samsung S20 Ultra phone from Amazon (direct, not warehouse or third party) and it arrived promptly.
After removing the Amazon packaging, I thought that the phone didn't look new, there was no cellophane on box, the only thing holding the box together was some tape.  But it was the correct brand and model on the box, however there was a barcode covering the Serial number which is quite strange.

When I opened the box, the phone didn't have any protective plastic on it, and beneath it was some thin styrofoam. I switched on the phone and it booted up just fine, however the camera was not as expected, no super zoom or other options.  So I checked the Serial Number in the phone settings and it didn't match the box, nor did the IMEI number.  In fact, it had a completely different spec from the item I bought.

So I called Amazon and explained the issue and they said that I should return it for a refund, which I did on the 22nd Feb.
It took 3 weeks for them to scan the item into their warehouse so they've confirmed they've received the item back.  Here's the ringer, they sent me an email saying "Our inventory team has processed returned item and confirmed that we have received a counterfeit item. We will be able to refund only after we receive original item back."  
I'm furious and I don't know what to do now? I've been chasing every few days for nearly 4 weeks now and I'm not getting anywhere.  

I bought the device on my Credit Card so I know I have protection there, however I feel like I've been accused of stealing the original device which is not true, it was interfered with at some stage before delivery to me and I've explained this issue on several occasions, but no one calls back.  I've even asked to escalate my issue but the customer service advisor just says they'll put a note on my account.
Can anyone offer any advice?

ashe

What are they saying on live chat as that’s the fastest way to get in touch with them?

Oskieboy

On chat I just get fobbed off. I've tried it several times and it's always the same story. They tell me how sorry they are for the issue and not to worry as it will be sorted shortly. 

I managed to talk to someone on the phone who said he took personal ownership of my case, gave me an escalation id and said I'd hear about a decision by yesterday, but alas, again, no update. 

theonlywayisup

Oskieboy said:

Sorry in advance for the rant..

In February I bought a brand new Samsung S20 Ultra phone from Amazon (direct, not warehouse or third party) and it arrived promptly.
After removing the Amazon packaging, I thought that the phone didn't look new, there was no cellophane on box, the only thing holding the box together was some tape.  But it was the correct brand and model on the box, however there was a barcode covering the Serial number which is quite strange.

When I opened the box, the phone didn't have any protective plastic on it, and beneath it was some thin styrofoam. I switched on the phone and it booted up just fine, however the camera was not as expected, no super zoom or other options.  So I checked the Serial Number in the phone settings and it didn't match the box, nor did the IMEI number.  In fact, it had a completely different spec from the item I bought.

So I called Amazon and explained the issue and they said that I should return it for a refund, which I did on the 22nd Feb.
It took 3 weeks for them to scan the item into their warehouse so they've confirmed they've received the item back.  Here's the ringer, they sent me an email saying "Our inventory team has processed returned item and confirmed that we have received a counterfeit item. We will be able to refund only after we receive original item back."  
I'm furious and I don't know what to do now? I've been chasing every few days for nearly 4 weeks now and I'm not getting anywhere.  

I bought the device on my Credit Card so I know I have protection there, however I feel like I've been accused of stealing the original device which is not true, it was interfered with at some stage before delivery to me and I've explained this issue on several occasions, but no one calls back.  I've even asked to escalate my issue but the customer service advisor just says they'll put a note on my account.
Can anyone offer any advice?

What was the order date.  What was the date you called Amazon to dispute the delivery?  Did you email between these times?

You returned it on 22 Feb.  Do you have proof of postage?  Who paid for the return?

2021BJ

theonlywayisup said:

Oskieboy said:

Sorry in advance for the rant..

In February I bought a brand new Samsung S20 Ultra phone from Amazon (direct, not warehouse or third party) and it arrived promptly.
After removing the Amazon packaging, I thought that the phone didn't look new, there was no cellophane on box, the only thing holding the box together was some tape.  But it was the correct brand and model on the box, however there was a barcode covering the Serial number which is quite strange.

When I opened the box, the phone didn't have any protective plastic on it, and beneath it was some thin styrofoam. I switched on the phone and it booted up just fine, however the camera was not as expected, no super zoom or other options.  So I checked the Serial Number in the phone settings and it didn't match the box, nor did the IMEI number.  In fact, it had a completely different spec from the item I bought.

So I called Amazon and explained the issue and they said that I should return it for a refund, which I did on the 22nd Feb.
It took 3 weeks for them to scan the item into their warehouse so they've confirmed they've received the item back.  Here's the ringer, they sent me an email saying "Our inventory team has processed returned item and confirmed that we have received a counterfeit item. We will be able to refund only after we receive original item back."  
I'm furious and I don't know what to do now? I've been chasing every few days for nearly 4 weeks now and I'm not getting anywhere.  

I bought the device on my Credit Card so I know I have protection there, however I feel like I've been accused of stealing the original device which is not true, it was interfered with at some stage before delivery to me and I've explained this issue on several occasions, but no one calls back.  I've even asked to escalate my issue but the customer service advisor just says they'll put a note on my account.
Can anyone offer any advice?

What was the order date.  What was the date you called Amazon to dispute the delivery?  Did you email between these times?

You returned it on 22 Feb.  Do you have proof of postage?  Who paid for the return?

What good would proof of postage do?  Amazon are not claiming they never received what the OP sent, they're claiming it's not the item that the OP ordered.

Oskieboy

Amazon have acknowledged that they have received a phone back, but claim I sent them a "counterfeit" device.
I do have proof of postage however and it was paid by amazon. 

theonlywayisup

2021BJ said:

theonlywayisup said:

Oskieboy said:

Sorry in advance for the rant..

In February I bought a brand new Samsung S20 Ultra phone from Amazon (direct, not warehouse or third party) and it arrived promptly.
After removing the Amazon packaging, I thought that the phone didn't look new, there was no cellophane on box, the only thing holding the box together was some tape.  But it was the correct brand and model on the box, however there was a barcode covering the Serial number which is quite strange.

When I opened the box, the phone didn't have any protective plastic on it, and beneath it was some thin styrofoam. I switched on the phone and it booted up just fine, however the camera was not as expected, no super zoom or other options.  So I checked the Serial Number in the phone settings and it didn't match the box, nor did the IMEI number.  In fact, it had a completely different spec from the item I bought.

So I called Amazon and explained the issue and they said that I should return it for a refund, which I did on the 22nd Feb.
It took 3 weeks for them to scan the item into their warehouse so they've confirmed they've received the item back.  Here's the ringer, they sent me an email saying "Our inventory team has processed returned item and confirmed that we have received a counterfeit item. We will be able to refund only after we receive original item back."  
I'm furious and I don't know what to do now? I've been chasing every few days for nearly 4 weeks now and I'm not getting anywhere.  

I bought the device on my Credit Card so I know I have protection there, however I feel like I've been accused of stealing the original device which is not true, it was interfered with at some stage before delivery to me and I've explained this issue on several occasions, but no one calls back.  I've even asked to escalate my issue but the customer service advisor just says they'll put a note on my account.
Can anyone offer any advice?

What was the order date.  What was the date you called Amazon to dispute the delivery?  Did you email between these times?

You returned it on 22 Feb.  Do you have proof of postage?  Who paid for the return?

What good would proof of postage do?  Amazon are not claiming they never received what the OP sent, they're claiming it's not the item that the OP ordered.

Because at the time of posting the OP had said "Our inventory team has processed returned item and confirmed that we have received a counterfeit item. We will be able to refund only after we receive original item back."  A proof of posting will usually have a weight recorded.  It may have been relevant.  

nyermen

Im afraid this sounds like somones ordered a phone from amazon, switching to a fake / cheap one, and carefully resealing and then returning it.  Amazon see a sealed box and stick it back on the shelf.

Oskieboy

nyermen said:

Im afraid this sounds like somones ordered a phone from amazon, switching to a fake / cheap one, and carefully resealing and then returning it.  Amazon see a sealed box and stick it back on the shelf.

Yes, though cheeky of them to advertise as brand new.  If it was a refurb then I could understand this.

I've received an escalation number now so hopefully will be sorted soon (but i'm not hopeful), they've changed their message now removing the word "counterfeit" to "wrong", though they still are asking for the original device to be returned.
Utter shambles

Any idea how long I should wait before I speak to my bank?

nyermen

I'll let others comment on best approach.  I'm hoping amazon have a track of who "returned it".  Money says its an account with a single order

2021BJ

theonlywayisup said:

2021BJ said:

theonlywayisup said:

Oskieboy said:

Sorry in advance for the rant..

In February I bought a brand new Samsung S20 Ultra phone from Amazon (direct, not warehouse or third party) and it arrived promptly.
After removing the Amazon packaging, I thought that the phone didn't look new, there was no cellophane on box, the only thing holding the box together was some tape.  But it was the correct brand and model on the box, however there was a barcode covering the Serial number which is quite strange.

When I opened the box, the phone didn't have any protective plastic on it, and beneath it was some thin styrofoam. I switched on the phone and it booted up just fine, however the camera was not as expected, no super zoom or other options.  So I checked the Serial Number in the phone settings and it didn't match the box, nor did the IMEI number.  In fact, it had a completely different spec from the item I bought.

So I called Amazon and explained the issue and they said that I should return it for a refund, which I did on the 22nd Feb.
It took 3 weeks for them to scan the item into their warehouse so they've confirmed they've received the item back.  Here's the ringer, they sent me an email saying "Our inventory team has processed returned item and confirmed that we have received a counterfeit item. We will be able to refund only after we receive original item back."  
I'm furious and I don't know what to do now? I've been chasing every few days for nearly 4 weeks now and I'm not getting anywhere.  

I bought the device on my Credit Card so I know I have protection there, however I feel like I've been accused of stealing the original device which is not true, it was interfered with at some stage before delivery to me and I've explained this issue on several occasions, but no one calls back.  I've even asked to escalate my issue but the customer service advisor just says they'll put a note on my account.
Can anyone offer any advice?

What was the order date.  What was the date you called Amazon to dispute the delivery?  Did you email between these times?

You returned it on 22 Feb.  Do you have proof of postage?  Who paid for the return?

What good would proof of postage do?  Amazon are not claiming they never received what the OP sent, they're claiming it's not the item that the OP ordered.

Because at the time of posting the OP had said "Our inventory team has processed returned item and confirmed that we have received a counterfeit item. We will be able to refund only after we receive original item back."  A proof of posting will usually have a weight recorded.  It may have been relevant.  

I don't see how.

The OP received a counterfeit product, sent it back and Amazon received that same counterfeit product.  There is has been no switching during the return of the product so the weight isn't relevant.  Arguably there might be something when the product was sent out IF the product was switched in transit to the OP but I expect the weight difference between two very similar phones all boxed up is going to be negligible.