Amazon - Not providing refund/goods

shnwttn93

Exceptionally long and complicated issue so will keep to the facts.

I returned an item to Amazon (in excess of £600) which on processing my return they claim I have returned a wrong item so won’t refund me.

In spite of asking for evidence such as photographic proof or even returning the supposed incorrect return to me, I am met with the same response, that I won’t receive a refund unless I return the right item.

Even if this item I returned is incorrect (which I believe it not to be as I never opened the item and returned it security sealed), they are withholding my own personal property from me by not returning it to me.

I do not want to have to resort to a chargeback as I have lots of ebooks/audiobooks/tv shows with Amazon and I will lose them all if my account is closed.

Any advice is appreciated.

MattMattMattUK

shnwttn93 said:

Exceptionally long and complicated issue so will keep to the facts.

I returned an item to Amazon (in excess of £600) which on processing my return they claim I have returned a wrong item so won’t refund me.

In spite of asking for evidence such as photographic proof or even returning the supposed incorrect return to me, I am met with the same response, that I won’t receive a refund unless I return the right item.

Even if this item I returned is incorrect (which I believe it not to be as I never opened the item and returned it security sealed), they are withholding my own personal property from me by not returning it to me.

I do not want to have to resort to a chargeback as I have lots of ebooks/audiobooks/tv shows with Amazon and I will lose them all if my account is closed.

Any advice is appreciated.

What was the item and how did you return it?
You can raise a formal complaint with Amazon, it gets you out of the call centre loop and you will likely get someone from the UK or Ireland call you, if you are only dealing with the online chat/Indian call centre they just read from the script and have no actual power. 

shnwttn93

MattMattMattUK said:

shnwttn93 said:

Exceptionally long and complicated issue so will keep to the facts.

I returned an item to Amazon (in excess of £600) which on processing my return they claim I have returned a wrong item so won’t refund me.

In spite of asking for evidence such as photographic proof or even returning the supposed incorrect return to me, I am met with the same response, that I won’t receive a refund unless I return the right item.

Even if this item I returned is incorrect (which I believe it not to be as I never opened the item and returned it security sealed), they are withholding my own personal property from me by not returning it to me.

I do not want to have to resort to a chargeback as I have lots of ebooks/audiobooks/tv shows with Amazon and I will lose them all if my account is closed.

Any advice is appreciated.

What was the item and how did you return it?
You can raise a formal complaint with Amazon, it gets you out of the call centre loop and you will likely get someone from the UK or Ireland call you, if you are only dealing with the online chat/Indian call centre they just read from the script and have no actual power. 

It was computer hardware and I returned it by courier at Amazon request.

I am dealing with their Executive Customer Complaints Department but no matter who responds to my email, it is literally a copy/paste job and any questions or requests to have the supposed wrong item returned to me are ignored.