Amazon help

iluvtodka

I would be grateful if somebody could offer me some advice, I am asking on behalf of my brother who is past himself with chew he's having with Amazon.

Firstly he has been a customer of theirs for a lot of years and had no problems at all.  He received an email from them a couple of months ago stating he was no longer able to return items to them as he had returned too many, he has only ever returned one item which is the one he is having problems with.  He ordered some earbuds at the end of August, in the description it stated they were noise reducing, however when he received them he found that this was not the case and therefore requested a returns label.  He packaged the parcel and returned it via our local Hermes collection store where he printed the said label out that amazon had provided.

He received a refund within a couple of days and thought no more about it.  Approx 4 weeks on he received an email from Amazon asking for him to send the parcel back, to which he replied it had been sent back and sent them photos of the return proof he has.  Amazon then contacted him again a few days later saying that they had actually received the parcel but the contents were missing.  They have now taken money again from his bank account (leaving him overdrawn) for the item even though he no longer has it and it was returned.

He has spoken to several agents at different times, through the online chat/telephone call and each time they assured him the matter would be resolved, this has not been the case.  They are still asking for him to send it back.  Online chat will no longer have anything to do with the problem as they say it has been passed to the Account Specialists and all he gets from them is to return it.

He is at the end of his tether with the situation and the lack of being able to get anywhere.  I must add when he returned the item, he went onto purchase a more expensive replacement through Amazon, so it isn't as if he is trying to pull a fast one and send an empty box back.  I emailed them on his behalf and explained there was nothing he could do from this end as it was them that had generated the returns label, therefore they would need to contact Hermes to find out what has happened to the contents.  It is either Hermes or Amazon that are at fault.

Can anybody offer some advice on how he can get his money back please.  Thank you in advance.

Aylesbury_Duck

iluvtodka said:

I would be grateful if somebody could offer me some advice, I am asking on behalf of my brother who is past himself with chew he's having with Amazon.

Firstly he has been a customer of theirs for a lot of years and had no problems at all.  He received an email from them a couple of months ago stating he was no longer able to return items to them as he had returned too many, he has only ever returned one item which is the one he is having problems with.  He ordered some earbuds at the end of August, in the description it stated they were noise reducing, however when he received them he found that this was not the case and therefore requested a returns label.  He packaged the parcel and returned it via our local Hermes collection store where he printed the said label out that amazon had provided.

He received a refund within a couple of days and thought no more about it.  Approx 4 weeks on he received an email from Amazon asking for him to send the parcel back, to which he replied it had been sent back and sent them photos of the return proof he has.  Amazon then contacted him again a few days later saying that they had actually received the parcel but the contents were missing.  They have now taken money again from his bank account (leaving him overdrawn) for the item even though he no longer has it and it was returned.

He has spoken to several agents at different times, through the online chat/telephone call and each time they assured him the matter would be resolved, this has not been the case.  They are still asking for him to send it back.  Online chat will no longer have anything to do with the problem as they say it has been passed to the Account Specialists and all he gets from them is to return it.

He is at the end of his tether with the situation and the lack of being able to get anywhere.  I must add when he returned the item, he went onto purchase a more expensive replacement through Amazon, so it isn't as if he is trying to pull a fast one and send an empty box back.  I emailed them on his behalf and explained there was nothing he could do from this end as it was them that had generated the returns label, therefore they would need to contact Hermes to find out what has happened to the contents.  It is either Hermes or Amazon that are at fault.

Can anybody offer some advice on how he can get his money back please.  Thank you in advance.

That doesn't prove he wasn't pulling a fast one.  

He might consider raising a dispute with his card provider, but it sounds like Amazon are at the end of their tether with him as well, so I would suspect account deletion might be the outcome, even if he gets his money back.  Is he happy to buy elsewhere in future?

iluvtodka

@Aylesbury_Duck Thank you for your reply.  He managed to speak to CA yesterday tea time and they advised him on doing a chargeback with his bank as Amazon shouldn't have taken money from his account without his authorisation.  He is going to go into the nearest branch to us when they open tomorrow.  He is never going to order from Amazon again, their customer service is terrible.  It's impossible to speak to any other departments other than customer service but that is no good when it has been passed to another department.  

[Deleted User]

iluvtodka said:

@Aylesbury_Duck Thank you for your reply.  He managed to speak to CA yesterday tea time and they advised him on doing a chargeback with his bank as Amazon shouldn't have taken money from his account without his authorisation.  He is going to go into the nearest branch to us when they open tomorrow.  

He needs to call the number on his card or contact them online. Going into his nearest branch will make things very slow and arduous for him, which he probably doesn't need at the moment.

Sandtree

iluvtodka said:

@Aylesbury_Duck Thank you for your reply.  He managed to speak to CA yesterday tea time and they advised him on doing a chargeback with his bank as Amazon shouldn't have taken money from his account without his authorisation.  He is going to go into the nearest branch to us when they open tomorrow.  He is never going to order from Amazon again, their customer service is terrible.  It's impossible to speak to any other departments other than customer service but that is no good when it has been passed to another department.  

CA = CAB?

I'm fairly sure that Amazon sets up a continuous payment authority when you give them your card details and agree for them to store them in which case they are entitled to bill to the card without a transaction level authorisation because a CPA gives an overarching authorisation.

Alderbank

CA = CAS here in Scotland
 

user1977

Alderbank said:

CA = CAS here in Scotland
 

The local branches are still "bureaux" though. (wonder if there's a Brexity campaign anywhere to stop using the French name...)

Sandtree

Alderbank said:

CA = CAS here in Scotland
 

If you look at the footer their actual name is The Scottish Association of Citizens Advice Bureaux and  they also have both news stories (Could you be a CAB Trustee? | Citizens Advice Scotland (cas.org.uk)) and volunteering  (Apply to volunteer | Citizens Advice Scotland (cas.org.uk)) on their website which refers to themselves as CAB.

Can see why they dont want to be SACAB or CABS as everyone like a good TLA but they do mix and match between calling themselves CAS and CAB

Alderbank

Sandtree said:

Can see why they don't want to be SACAB or CABS as everyone like a good Three Letter Abbreviation...

Perhaps something to do with mathematics?

born_again

iluvtodka said:

@Aylesbury_Duck Thank you for your reply.  He managed to speak to CA yesterday tea time and they advised him on doing a chargeback with his bank as Amazon shouldn't have taken money from his account without his authorisation.  He is going to go into the nearest branch to us when they open tomorrow.  He is never going to order from Amazon again, their customer service is terrible.  It's impossible to speak to any other departments other than customer service but that is no good when it has been passed to another department.  

>>He received a refund within a couple of days and thought no more about it.  Approx 4 weeks on he received an email from Amazon asking for him to send the parcel back, to which he replied it had been sent back and sent them photos of the return proof he has.  Amazon then contacted him again a few days later saying that they had actually received the parcel but the contents were missing.  They have now taken money again from his bank account (leaving him overdrawn) for the item even though he no longer has it and it was returned.<<

CA Customer Advisor at bank or Citizens Advice?

Amazon can certainly take the money back if they feel that they have not had the product returned.

A chargeback could be rejected by Amazon on the basis that they have proof that the item was not returned.

Pretty pointless going to branch as best they will do is put him in a room with a phone to talk to someone to deal with it.