Amazon - Missing parts - A real headache

squigglebit

Love or loathe the behemoth I normally find their customer service very good.

until tonight.

I purchased a rattan garden sofa, it’s arrived and missing 2 cushions.

I have spent 90 minutes on live chat trying to get this sorted. Escalated twice. Had one advisor just leave the chat and utter madness!

The item was purchased on Amazon.co.uk but was apparently fulfilled by their EU store, so I’m told the usual returns and refund policy doesn’t apply? Surely if it was bought from .co.uk then this is where my contract of sale is.

I reiterated many times that I just want the cushions.

Am told I’ll have to return the sofa (I don’t want to as you know how hard garden furniture is to get hold of atm)

Return is via UPS - my closest is 15 miles away, and did i mention it’s a sofa!!

They then suggest I pay for a courier myself! So that it can be collected from
my house. Can you imagine how much an international courier for a sofa would be? I don’t think it’s acceptable for me to be out of pocket.

They then offer a partial refund, and then revoke this saying that they can’t do it as it’s a global store item.

So here I am. With a sofa I want, without the cushions I need and no clearer on what to do.

Consumer Goods Act surely means it’s their issue to rectify.

I paid via credit card so have considered a Section 75 claim?

Honestly at a loss as what to do.

Like I say I don’t want a return as I want the item and the inconvenience of a return (at my cost) is enormous. But I’m just going round in circles on their live chat.

All I want is the missing parts!

Any advice appreciated!

visidigi

squigglebit said:

Love or loathe the behemoth I normally find their customer service very good.

until tonight.

I purchased a rattan garden sofa, it’s arrived and missing 2 cushions.

I have spent 90 minutes on live chat trying to get this sorted. Escalated twice. Had one advisor just leave the chat and utter madness!

The item was purchased on Amazon.co.uk but was apparently fulfilled by their EU store, so I’m told the usual returns and refund policy doesn’t apply? Surely if it was bought from .co.uk then this is where my contract of sale is.

I reiterated many times that I just want the cushions.

Am told I’ll have to return the sofa (I don’t want to as you know how hard garden furniture is to get hold of atm)

Return is via UPS - my closest is 15 miles away, and did i mention it’s a sofa!!

They then suggest I pay for a courier myself! So that it can be collected from
my house. Can you imagine how much an international courier for a sofa would be? I don’t think it’s acceptable for me to be out of pocket.

They then offer a partial refund, and then revoke this saying that they can’t do it as it’s a global store item.

So here I am. With a sofa I want, without the cushions I need and no clearer on what to do.

Consumer Goods Act surely means it’s their issue to rectify.

I paid via credit card so have considered a Section 75 claim?

Honestly at a loss as what to do.

Like I say I don’t want a return as I want the item and the inconvenience of a return (at my cost) is enormous. But I’m just going round in circles on their live chat.

Any advice appreciated!

No the domain doesn't change your rights. The terms and conditions presented to you when you selected this item on Amazon would have informed you of your rights and risks if it was outside of the UK. This has only happened on Amazon because of Brexit, prior to this it was seamless due to the EU - Amazon have made this pretty clear when buying from them since it was implemented.

Have you checked to see if the cushions can be bought separately and get an equivalent credit or agreement if this proposal is made to them?

You can't unfortunately expect UK protection if you don't buy from a UK seller.

squigglebit

They’re refusing to offer any kind of replacement. It’s return for a refund or nothing at all.

I genuinely didn’t notice it was fulfilled by their EU store until now and the issues occurred. 

I’d be quite happy to source cushions elsewhere if they paid the costs but that options not on the table.

I appreciate your advice.

the_lunatic_is_in_my_head

OP try emailing

managingdirector@amazon.co.uk

and see if they will offer you a part refund for the cushions, it'll probably be a voucher.

I believe you have the right to a part refund, Amazon claim to want to be the most customer centric company in the world but it's not really true, their CS is very difficult if the issue is off script and if you issue small claims there's always the risk of them closing your account. 

squigglebit

the_lunatic_is_in_my_head said:

OP try emailing

managingdirector@amazon.co.uk

and see if they will offer you a part refund for the cushions, it'll probably be a voucher.

I believe you have the right to a part refund, Amazon claim to want to be the most customer centric company in the world but it's not really true, their CS is very difficult if the issue is off script and if you issue small claims there's always the risk of them closing your account. 

I’d be more than happy with the cost of the cushions being covered. I kept reiterating that was all I wanted.

Which is frustrating as it seems my current options are keep an incomplete item I’ve paid for

or send back for a refund at my cost and the only thing I want is the cushions 😂

born_again

squigglebit said:

They’re refusing to offer any kind of replacement. It’s return for a refund or nothing at all.

I genuinely didn’t notice it was fulfilled by their EU store until now and the issues occurred. 

I’d be quite happy to source cushions elsewhere if they paid the costs but that options not on the table.

I appreciate your advice.

Bought 2 items last week that were on UK site. On item & purchase page it clearly said Dispatched and sold by Amazon EU.

the_lunatic_is_in_my_head

Amazon EU has a German address and the site says it's governed by the laws of Luxemburg so consumer rights should be similar and the EU Directive covering this area includes the right to a price reduction if another remedy isn't possible or disproportionate. 

In order to enforce your rights with Amazon EU you'd have to go to court in Luxemburg but of course a company as wonderful as Amazon would be ensuring they are aware of the consumer's rights and offering them with no inconvenience to the consumer