Amazon Refusing Refund of High Value item as not delivered to correct location - Refund issued

H_C

Hi, 

I purchased an iPad Pro 12.9 on the 3rd of November and decided it's not for me so wanted to return it. I was given a Hermes return label but they couldn't find my location (fortunately) so i contacted Amazon on the 10th of November and they organised a Royal Mail QR code for the return instead. I dropped it off the following day on the 11th and the tracking confirmed delivery.

Its now been over 14 days, almost 3 weeks since and i haven't received any refund back. For the past 2 weeks, i have contacted Amazon about 10 times now by phone and chat but im completely stuck. Each time I was told to file an incident report by the advisors on the phone and I've now done so 3 times, as it is a separate department who deal with this and they can only be contacted by email.

They have replied with this - 
 "Upon checking the details I see that your parcel is not delivered to the location where it should be as mentioned in the return label. Hence we cannot proceed with a refund request currently. However, We would request you to check with carrier as unless it is not delivered to the respective return address we are unable take actions."

I can't even reply to that email as it doesn't allow it. 


I'm really stuck as to what i should do, i followed instructions and once the item left my hands it was no longer my responsibility, I've been sent back and forth and its now getting to the 30 day mark. I was told by an agent that the 30 day mark shouldn't matter as i am still entitled for a refund as its not my fault but i cant seem to make any progress and its not a small amount of money. 

Any help would be great 

Edit:

UPDATE

I have contacted RM and they confirmed it was delivered by RDC Delivery, essentially a technical issue on RMs side and they provided me with an RDC number to give Amazon. 

Amazon has logged the issue after insisting it's between Amazon and RM to sort out and they have issued a refund to be made between 5-7 days. Hopefully, it comes through.

If only someone at Amazon had told me earlier or followed it up themselves as it is not the consumer's responsibility to chase it up. 

lisyloo

How much money is it? 

H_C

lisyloo said:

How much money is it? 

Why do i feel like you're gonna say, I'm now down X amount.  It was £892  paid by debit card.

My bad, i just noticed the typo on the og post. I've edited it. 

Sandtree

Did you note the tracking reference to be able to check directly with RM to see whats happened to it? I'm sure I found a QR reader for RM at one point when I had a code but not the tracking reference.

If the sender organises the return they have 14 days to make the refund from the confirmed collection/drop off of the item.

H_C

Sandtree said:

Did you note the tracking reference to be able to check directly with RM to see whats happened to it? I'm sure I found a QR reader for RM at one point when I had a code but not the tracking reference.

If the sender organises the return they have 14 days to make the refund from the confirmed collection/drop off of the item.

Yes, i took a photo of the tracking label they attached to it, as the person in the office said that is my proof of postage, i have also sent that to Amazon. 
I will contact RM but Amazon has told me they received the item at one of their warehouses so i don't see what new information i will get. 

Alderbank

Amazon's replies are not always easy to understand but I think in this case they are saying they have received a package but not the item they sent out.

This happens more often than you might expect.

PS What is the relevance of Hermes in this?

H_C

Alderbank said:

Amazon's replies are not always easy to understand but I think in this case they are saying they have received a package but not the item they sent out.

This happens more often than you might expect.

PS What is the relevance of Hermes in this?

Hermes was the initial courier that was setup when i applied for a return on Amazon. But they couldn't find my pick-up location and 48 hours had passed since it was created. 
I know about Hermes posts getting stolen or swapped out but i had more trust in RM being able to return my item since they tend to be a bit more thorough. 
But regardless, it still isn't my fault. That is between Amazon and Royal Mail, i just cant get to anyone willing to admit it and issue my refund while they deal with insurance on their end. 

the_lunatic_is_in_my_head

H_C said:

Hi, 



They have replied with this - 
 "Upon checking the details I see that your parcel is not delivered to the location where it should be as mentioned in the return label. Hence we cannot proceed with a refund request currently. However, We would request you to check with carrier as unless it is not delivered to the respective return address we are unable take actions."

This reads as if the parcel has not been delivered to the address on the label. 

How did you obtain the label? Did you print it or did the delivery office print it? Do you have the tracking number or 2D barcode reference? 

H_C

UPDATE

I have contacted RM and they confirmed it was delivered by RDC Delivery, essentially a technical issue on RMs side and they provided me with an RDC number to give Amazon. 

Amazon has logged the issue after insisting it's between Amazon and RM to sort out and they have issued a refund to be made between 5-7 days. Hopefully, it comes through.

If only someone at Amazon had told me earlier or followed it up themselves as it is not the consumer's responsibility to chase it up. 

H_C

the_lunatic_is_in_my_head said:

H_C said:

Hi, 



They have replied with this - 
 "Upon checking the details I see that your parcel is not delivered to the location where it should be as mentioned in the return label. Hence we cannot proceed with a refund request currently. However, We would request you to check with carrier as unless it is not delivered to the respective return address we are unable take actions."

This reads as if the parcel has not been delivered to the address on the label. 

How did you obtain the label? Did you print it or did the delivery office print it? Do you have the tracking number or 2D barcode reference? 

The label was printed off by RM after scanning the QR code provided by Amazon. I have updated the initial post.