How to complain to Amazon UK

StuartFM

Everything is geared to stop you making a complaint. Amazons customer service has given me 2 different e-mail address`s, both do not work. Some on line sites list a complaints e-mail address, they do not work either. I came across a site called resolve, you can enter details their, your problem though is Amazon will not deal with them anymore.  

StuartFM

Up date.

I sent an e-mail to 2 addresses, Andy Jassy CEO of Amazon the other managingdirector@amazon.co.uk. Sent at 13-21. The reply said f you have not received a reply within 2 business days then please reply to this e-mail. 

Duvybear

I have always had quick responses with a call - until today - 4 times and no response. Am tweeting now

DT990PRO

Like lots of people, the Amazon complaints system has always worked for me and for my wife - until my wife's account was compromised a few days ago. She began getting emails from Amazon Italy confirming purchases that were nothing to do with her. A look at her credit card account showed that 3 purchases totallling about £250 had been made and authorized.by Amazon Italy in quick succession that morning. She phoned the credit card fraud line and the card was stopped immediately, after which she received a stream of emails from Amazon Italy asking her to provide another payment instrument for a succession of purchases. Looking into her account details showed that an Italian debit card had appeared - unverified - in her wallet and the primary delivery address had been changed to an Italian one. I took screenshots of all these changes and we began complaining to Amazon.

They fobbed us off with questions about our visits to Italy, our relationship with the person whose name and address had appeared in my wife's account, and a whole bunch of other questions about my wife giving her account details to other people. My wife has never set foot in Italy and I last went their nearly 40 years ago, we have no idea who this Italian invader is, and we have never exposed any account details to third parties.

We asked to escalate the complaint and talked with 3 different staff members - each time we paused to get the details to answer their questions, the Amazon pereson dropped out of the chat and when we replied we got a new person on the other end who asked ot be given time to read the chat. £ times this happened. Finally we stopped trying and dropped out.

We then received an email with a link to change the password on the account so that Amazon could look at it. We do not want to do this and tried to close the Amazon account, intending to deal with the matter through the credit card fraud office. Amazon will not allow the account to be closed.

It has seemed to us alll through this sequence of events, that Amazon's aim has been to steer us into seeking financial redress fom the credit card company. Why? Their computer system allowed all this to happen.

Whatever else happens, once the matter is resolved we will close both accounts and never trade with Amazon again.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81901775#Comment_81901775

As it debited your bank acc let them deal with it, rather than getting stressed about complaining to Amazon which will make no difference.

Does your wife have a Italian Amazon Acc?

Although I'm perplexed about how they have debited your wife's card, when you say a Italian debit card was listed in the account?

DT990PRO

https://forums.moneysavingexpert.com/discussion/comment/81902032#Comment_81902032

We did let the Bank deal with it, and have been refunded, but Amazon's behaviour - the completely useless complaint escalation procedure, the repeated accusations that we were to blame, and the lack of provision for sending evidence for Amazon to examine, for example, was very annoying.

My wife and I have no contacts of any kind with Italy or Amazon Italy.

The Italian card was shown in the account, but was unverified as I said in my post. The only valid payment instrument was my wife's credit card.

DT990PRO

Some further information.

A suprising aspect of the purchase made with my wife's credit card, and shipped to an Italian address, was the paltry and mundane nature of what was bought - 4 very cheap metal dining chairs, a cheap set of dumbels and a very cheap double size mattress were the items that got through before my wife stopped her card. The items that were ordered but not paid for after the card was stopped, and for which my wife got a stream of emails asking for another means of paying, were equally cheap.

The cheapness of the items suggested to me that the italian purchaser was not a criminal but was innocently buying household items, and that somehow my wife's account and his became crossed up by corruption in the Amazon databases. Amazon staff insisted this is impossible - and added to their denials a stream of suggestions that we were to blame.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81904325#Comment_81904325

If you have no account with Amazon Italy, then this will have been a simple case of wife's card details being compromised somewhere.

Then someone has set up a Amazon acc using the card details. So end of the day Amazon are the one that has been defrauded.

Just the same as thousands of other retailers are with compromised card details.

Fraudsters by all sorts of random stuff.

RichardD1970

https://forums.moneysavingexpert.com/discussion/comment/79959066#Comment_79959066

We had a delivery the other day where the driver just left the parcel outside the front door, in the rain. We have a Ring doorbell and it clearly shows him just leaving it there, taking a photo and walking off. No attempt to knock the door or ring the door bell. It happens.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81904835#Comment_81904835

Of course it happens, but it was already a digression from the main topic (of how to complain) when posted three years ago!