Amazon Bewildering

johndrake_2

Hi first of all I hope I'm in the right place for this.


Let me just say I've been using the dreaded Amazon for years. Been a prime user up until this little problem.

So I bought a pair of studio speakers from amazon for 150 pounds about 7 weeks ago. Based on the info on the amazon website they were Bluetooth speakers. 

When they were delivered I tried them out and liked them but several days went by and I discovered that despite info on the listing, they were not Bluetooth.

I returned them and got my money back.

Fast forward to Saturday and I got a message saying I had been charged again because I hadn't returned the speakers.

I contacted amazon and they escalated the case and I was contacted via email with them telling me that I had returned the wrong item.

I tried to email them back and  I got a bounce back email saying that email address wasn't accepting emails.
 I got back on to customer services and they told me that they had received the same speakers but they wouldn't refund me as they were not the Bluetooth version. This was ofcourse the reason why I was returning them.

 I checked the manufacturers website and I also asked a question on the amazon listing page. Both told me the model speakers that I had bought through amazon did not have Bluetooth (infact they did say a Bluetooth variant under a different model number which is also on amazon)

So I got back on to amazon customer services and explained the problem. They were all understanding and told me they would escalate the case again and once again they sent me an email saying the exact same thing. The item I sent back was not the item I was sent and that they were going to dispose of it and not refund me. Once again I attempted to email them and once again I got a bounce back email.

So I've now gone back and forth between the customer service team (who now fully understand the issue) and the escalation team who are just copying and pasting the same thing.

I must have 10 emails of the same thing from the escalation team not addressing anything I say and telling me I can appeal by responding to the email only to have it bounce back.

I'm now at a complete loss, the regular amazon customer services cannot do anything but pass me on and the escalation team just won't say anything new or even allow me to respond. 

Can anyone suggest a course of action now? Is there anywhere I can make a proper complaint because I'm just stuck being bounced between people with nothing being done.

Sorry for the long message 

bris

Amazon are the law as far as they are concerned, when they dig their heels in that's it, as far as they are concerned you are trying to fleece them.

 You can try a chargeback or S75 claim depending on how you paid but it will be defended and probably not work which leaves a small claims action which probably wouldn't be defended for such a small amount. But your account and anyone connected to you would lose their accounts.  

Aylesbury_Duck

As above.  If you're not getting any joy from Amazon themselves, you need to decide if pursuing court action for £150 is worth having your account closed.

MattMattMattUK

What kind of return did you initiate with Amazon, a "wrong goods received" return, or another kind of return?

Jenni_D

There's been at least one other thread here in this board (this year) on the same topic ... Amazon refusing a refund because what they received back didn't match the product description, even though that was the reason for returning the goods! 🙄

p3ncilsharpener

Jenni_D said:

There's been at least one other thread here in this board (this year) on the same topic ... Amazon refusing a refund because what they received back didn't match the product description, even though that was the reason for returning the goods! 🙄

But did they actually pick "Wrong item sent" as the return reason or something else (perhaps via a misclick)?

Jenni_D

No idea - I don't have a photographic memory so I can't recall all the precise details. 😜 I just remember there being a previous thread with what appears to be an identical effect. 🙂

the_lunatic_is_in_my_head

Best to Google CEO email and search that site for Amazon to find the managing director email address. 

I think they are still overseas but seem a bit better at sorting things out than standard chat who can't go from the script. 

Amazon claim:

https://www.aboutamazon.co.uk/uk-investment/our-mission

We aim to be Earth’s most customer centric company. Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover and buy anything, and empower businesses and content creators to maximise their success.

You'll notice they don't mention anything about customer service! 

JJC1956

bris said:

Amazon are the law as far as they are concerned, when they dig their heels in that's it, as far as they are concerned you are trying to fleece them.

 You can try a chargeback or S75 claim depending on how you paid but it will be defended and probably not work which leaves a small claims action which probably wouldn't be defended for such a small amount. But your account and anyone connected to you would lose their accounts.  

Print off all of your emails and take them to your bank, preferably leave copies with your bank, this will help them decide whether you are entitled to a chargeback or S75