Refund received, but no mention of collecting the item

NellieNewbie

I would like some advice please. 

In August our freezer stopped working and it was still under warranty. We contacted the website we bought it from and were told that a refund would be made once it had been checked and the manufacturer would be in touch. We asked about a replacement instead, but we were told this was not possible. We did not want to delay getting another freezer, so we ordered a new freezer from a company on Amazon Marketplace. However, when the manufacturers got in touch we were told that a replacement was possible, so we opted for a replacement. A few days later the broken freezer was collected and the replacement was received. Excellent customer service. 

However, we still had the new freezer we bought from the company on Amazon Marketplace, so we started the returns process. We then received an email on 24th September directly from Amazon.co.uk saying that the refund was on its way.  There is no mention in the email about returning the freezer and we have heard nothing since then. 

The email is the 'no reply' kind. I have looked on the original order and the Amazon help pages, but because the return is closed, there doesn't seem to be any way to contact Amazon or the seller directly about the freezer sitting in my living room.

Can anyone suggest what I should do about this? (Yes, I would love a 2nd freezer to keep in the garage, but the one in my living room isn't really mine.  ) 

sheramber

 https://www.amazon.co.uk/gp/aw/contact-us

bris

Amazon are one of the easiest companies to contact, there are 4 easy ways to do it. They have a chat bot that will ask a couple of questions then connect you to a real person, you can email them, you can phone them and you can request they call you.

So just because the return is closed doesn't mean it can't be discussed. 

NellieNewbie

Thanks for the replies. I've spoken on the phone to Amazon a couple of times and they have been great. This time I kept hitting 'the return is closed' reply. Now though I have spoken to someone who contacted the manufacturer on my behalf and they said I should be contacted by them within the next 2nd days. All sorted hopefully. 

Lip_Stick

When returning something to Amazon, even through Market Place at times, the refund will be issued and processed on the understanding that you return the item, and quite often the money will be refunded before they have received the goods. If it is a change of mind return, then it could be that you are expected to organise the return yourself. 

NellieNewbie

Lip_Stick said:

When returning something to Amazon, even through Market Place at times, the refund will be issued and processed on the understanding that you return the item, and quite often the money will be refunded before they have received the goods. If it is a change of mind return, then it could be that you are expected to organise the return yourself. 

I've never had a return before when there is no mention of returning the item or what will happen next - never. That's just not how the system is set up. You either get the label pages to print and go from there or you are advised about what will happen next because the label pages do not apply - as in my case when the normal hermes courier is not involved. I've had a couple of times over the years when it turned out I didn't have to return the goods - but I was advised of this and that was a nice surprise. The customer paying for the return only applies when the seller specifically states that this the case in their returns policy.

Anyway, thank you all for your replies, it's sorted now.