Disgusting Amazon customer service. Nowhere to turn.

the_lunatic_is_in_my_head

neilmcl said:

PWFZ12 said:

What on earth??! Ok, you've completely misunderstood the post. Perhaps I haven't explained it properly.

We are trying to get the goods sent back but nobody at Amazon "can/will assist." The items are sitting here waiting to be returned and we have nothing to hide. The police haven't caught the person responsible for the fraud and the nightmare continues.  

So you just stood there and took pictures of the culprit trying to get the parcels rather than get the police involved or even tackled the guy yourself?

I wouldn't be tackling anyone anywhere, the consequences to personal safety aren't worth it.

neilmcl

PWFZ12 said:

Amazon don't know we have the goods. And they don't close the account. We've already tried all this 5 times. Each time we call them we're told we'll get an email from the fraud team within 24 hours. Nothing ever arrives. The thought of having to phone them again fills me with dread as I never get anywhere with them. 

Maybe the fraudster has changed the contact email associated with the account or perhaps the emails are going to your junk folder, have you checked?

Speak to them again and confirm the contact email they have for you and whether you can speak to their fraud team directly.

neilmcl

Also, have you attempted to do a chargeback from your bank?

Which numbers have you tried contacting Amazon on?

0800 279 7234 is for customer services and 0207 084 7911 is their UK based complaints number.

elsien

neilmcl said:

Also, have you attempted to do a chargeback from your bank? 

I would presume so, given the reference to the bank taking the money back in July. 

bris

None of this makes sense, you "supposedly" caught the guy red handed, got the goods but didn't just either tell the PO they are to be returned to sender or just send them back whilst you were there anyway?

Amazon would have just refunded, the police arrest the guy for fraud and all's well that ends well,  but no you complicate it by taking the goods home?

What are you looking for now, to get the refund and keep the goods? And you wonder why the card was re charged, you have the goods.

Jenni_D

I think people are being unnecessarily harsh to the OP ... catching a fraudster in the act would not lend itself to a logical thought process. OP felt they were doing the right thing by securing the goods so a) the fraudster definitely couldn't get them and b) so they could liaise with what they thought was a fair and sensible company to get them returned and get the issue resolved. The real problem here is Amazon's "computer says no" approach, not the OP. 🙄

sheramber

I agree with Jenni-D.  The OP cannot return it the usual way, by clicking on refund wanted in his account as the fraudster has changed the account details so he cannot access it.

OP
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=G9NMDH46UFNMFNKN

About the Online Dispute Resolution platform (ODR)

Sandtree

catching a fraudster in the act would not lend itself to a logical thought process.

It wasn’t a random coming into your living room and finding someone with your tv in their hands… this was 24 hours later laying in wait to catch them. Plenty of time to have 999 predialed and ready to hit connect. 

sheramber

Police are not going to hang around all day until someone arrives. I doubt the OP knew when the fraudster was going to arrive for his delivery. 

More likely he arrived  at the same time  by chance.

Thrugelmir

What are the odds of a fraudster requesting the items be delivered to the OP's local Post Office. OP do you know who committed the offence? If your account was compromised how do you know where they were going to be delivered to?