Amazon refusing to refund my money for dangerous faulty coffee machine

[Deleted User]

I wonder if any one can give me some advice, I brought a new rather expensive coffee machine from Amazon it cost over £200. 
When it arrived I took it out the box and set it up straight away following instructions. After doing everything in instructions and filling up tank with water I turned it on to be greeted with 4 flashing lights that would not stop flashing and machine would not do any thing.

I switched off machine checked water tank was in correctly then turned on machine again. Lights stopped flashing so I tried to use machine, on trying to make first coffee boiling hot water poured out of bottom of machine flooding side and kitchen floor. I'm lucky I didn't get burnt. Then all lights started flashing again.

I dried and cleaned up mess and put Machine back in box and went on Amazon live chat to arrange a return as machine was clearly faulty and dangerous.

Amazon customer representative would not send out a replacement machine, they told me I had to return coffee machine get a refund then buy another.

They arranged return and emailed me return label and said I would recieve a refund to my gift balance as soon as they receive coffee machine. They would not refund back to my card dont ask me why, I have no idea.

I printed out return label straight away and coffee machine was picked up the next day.

Amazon have had coffee machine over a  week now and I have tracking that proves this.  But have not received a refund, they have not even started processing refund.

I went on live chat again to ask for refund told Amazon representative I hadn't been refunded and asked if they could refund my money. I told them Amazon had received coffee machine and that I had tracking as proof. They checked there system and admitted Amazon have received coffee machine back ( I took screen shots of chat admitting this). But Amazon customer representative was very rude and refused to refund my money despite admitting that Amazon had coffee machine

They told me I had to wait another 14 days then contact them again. They claim that they don't get a button come up that they can click to issue refund until 14 days after they have received item back.

This seems rediculous, is this normal shouldn't they issue refund as soon as they receive item back.
It's already been 2 weeks since I started return and Amazon have already had coffee machine a week.by the time I wait another 14 days a month will have passed since starting return.

Can they refuse to refund me? What should I do now. Do I really have to wait another 14 days, should I contact live chat again.

I paid by debit card can I contact my bank and ask them to do a chargeback as Amazon are refusing to refund. Is this a good idea, will this get my Amazon account blocked. 

I can't afford to loose over £200
Amazon representative told me if not happy to email complaints@amazon.co.uk

I did this and just got a generic reply telling me to go on live chat and talk to a Amazon representative.

So I feel like im just going around in circles

Any advice much appreciated

Thanks in advance

cx6

Sounds as though Amazon are being slower than usual, but then again these are difficult days and it is Christmas.

Let them go through their procedures. You will get refunded eventually.

user1977

You don't have another option likely to be any faster than 14 days. Your right is to a refund, that doesn't necessarily mean you get it instantly. 

the_lunatic_is_in_my_head

OP Google CEO email and search that site for Amazon, ping of a brief email keeping to the point (simply item returned, tracking info, no refund yet) and hopefully you'll get a better response. 

born_again

How was it sent back?

Is this Amazon or a MarketPlace seller?

elsien

Just to correct your misleading thread title, they’re not refusing to refund, they’ve said you need to wait a little longer before getting your refund. 

Not quite the same thing.

Their returns policy says you will get a refund in 5-7 business days after processing, then goes on to say “ Note: After the carrier has received your item, it can take up to two weeks for us to receive and process your return.”

robatwork

Amazon are normally pretty good with refunds. I tend to get refunded as soon as I've arranged a return - I believe they have an algorithm that tells them I've got a 100% track record with returning things on time/in unused condition.

Possibly you have no track record therefore their algorithm is just telling them they need to check what was received back (more that it's a coffee maker rather than a pile of pebbles). Give them a chance till after xmas. 

comeandgo

I see you had issues with Amazon in October,  I imagine they will be checking your return .

Voyager2002

[Deleted User] said:

I paid by debit card can I contact my bank and ask them to do a chargeback as Amazon are refusing to refund. Is this a good idea, will this get my Amazon account blocked.

Yes, Amazon might well block your account if you did this.

In the meantime I hope you have left a suitable review of the offending machine on the Amazon site.

Murphybear

I bought something from Amazon last year which I didn’t receive.  I’ve bought hundreds of things from them over the last 2/3 years and rarely had any problems.  I contacted them by the live chat and they were very helpful and refunded the money in 3 days.  

You may have been unlucky plus it is very busy at the moment

smashinglynaive

Murphybear said:

I bought something from Amazon last year which I didn’t receive.  I’ve bought hundreds of things from them over the last 2/3 years and rarely had any problems.  I contacted them by the live chat and they were very helpful and refunded the money in 3 days.  

You may have been unlucky plus it is very busy at the moment

OP seems to have had problems with Amazon twice in as many months as wel asl, I suspect, being a bit less than friendly with their CS.  That might explain Amazon's less than immediate refund.