Brought item from Amazon, wrong item delivered Amazon won't refund or send replacement

[Deleted User]

I wonder if any one can give me some advice, I ordered a large 15kg  sack of rabbit food from Amazon, it was due to be delivered today.
Earlier delivery driver turned up and tried to deliver completely the wrong item. 
They tried to deliver a large bag of  go cat cat food instead of the rabbit food I ordered. I knew it was wrong item straight away, as they had sent it without any packaging just postage label stuck on bag of cat food. So could clearly see it was wrong item. I immediately refused delivery as could not see the point in accepting a delivery of completely wrong item that I did not order. 

Even if did need cat food, which I didn't,  I would never ever buy go cat as that food killed one of my cats years ago it's nasty stuff.

I had no use for that  cat food it's not like I can feed my rabbits cat food it could make them very sick or kill them. 

Any way after refusing package I went on to Amazon live chat and spoke to a very rude customer service representative. They told me that as I had refused package they could not help me, would not send out a replacement and would not issue a refund.

They said to get a refund or replacement I had to accept parcel.

Then arrange a return and that basically there is nothing that can be done now and I have a to accept I've lost my money.
I tried phoning too just to be told same thing then got hung up on.
I find this rediculous and totally unacceptable, it's there mistake not mine, and I'm being punished for their mistake in sending wrong item.

I have had to order and pay out for more rabbit food from another company now.

Is there any way I can get a refund from Amazon.

Any advice much appreciated

Thanks in advance

molerat

Assuming you actually ordered the item from Amazon and not a marketplace seller, once they get it back they will issue a refund.  Keep an eye on the tracking and maybe contact them when it gets back if they don't issue the refund promptly.

DB1904

Did you buy it from amazon or a third party seller?

Wait until the return is accepted and no doubt you'll be refunded. 

[Deleted User]

Direct from Amazon not 3rd party . Amazon  keep telling me I won't get refund as I refused parcel, which seems rediculous to me.

nyermen

They're talking rubbish afaik.  Couldn't find a gov.uk url, but see https://www.which.co.uk/consumer-rights/advice/my-delivery-or-online-order-hasn-t-arrived-what-can-i-do-aLlda9w2pukM
First section, point 4 - "If your order arrives damaged or faulty, you have a right to refuse it and get a refund, repair or replacement."

Aylesbury_Duck

[Deleted User] said:

Direct from Amazon not 3rd party . Amazon  keep telling me I won't get refund as I refused parcel, which seems rediculous to me.

I'm sure you will get a refund.  I think there's been a misunderstanding somewhere.

sheramber

I expect they will have to receive the parcel back before they process a refund.

If you were sending it back it would have an Amazon return label so would go directly to the appropriate section for recording receipt and refunding.

Since your parcel will not have a return label it will probably take longer to go through the undelivered process where they will have to marry it up to who ordered it.

Sooler

[Deleted User] said:

 They told me that as I had refused package they could not help me, would not send out a replacement and would not issue a refund.

That is correct.

Just wait for the process you agreed to by making the purchase from them.

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GCC7G9HKYQBZT5FX

Undeliverable Packages 

If a carrier returns an undeliverable package to us, we'll issue a full refund (including delivery charges, except for some handling charges).

Jenni_D

As the incorrect goods were sent then Amazon were in breach of contract. As such they cannot deduct any handling charges or anything else from the refund.

urbansense

I ordered some supplements directly from Amazon a few months back. They arrived unsealed and I wanted a refund, but the item was not suitable for return due to health protection / hygiene reason. I spoke to the customer services team and they issued me a refund without me sending back the products.

Sooler

Amazon saved themselves disposal costs.