How do I reach Amazon Complaints

AnnieP6

I want to put in a complaint to Amazon UK as I can’t get a satisfactory resolution via their chat option.

Their complaints@amazon.co.uk is not receiving emails. 

I have had a wrong item delivered 3 times this week. On one occasion, their assistant issued me with a £5 credit to cover postage when I re-ordered. When the wrong item was delivered the next day, I got a QR code to return this one and I asked the person on the chat line to credit the delivery charge so that I could order the item again. She tried to tell me that I should contact the seller, as the item was only ‘fulfilled by Amazon’. 

(Isn’t my ‘contract’ with Amazon?)

She then sent me a email to say that I couldn’t get any compensation. 

I wasn’t asking for compensation, just free delivery!

After 3 times, I have placed an order elsewhere rather than Amazon. I have had to pay more but that is now preferable to the time I’ve wasted this week trying to get the item I want. 

Is there anyone I can contact about this issue as I feel that I have been let down by Amazon? Whilst I appreciate that returning the wrong items has been easy, getting the right item has proved impossible. 

Belenus

Chat is useless.

Try this.

Select 'Customer Service' at top near left, then 'Contact Us' half way down on the right, then 'Need help over phone? We can call you@ and someone will phone you.

We have done that successfully a few times.

Good luck

RFW

AnnieP6 said:When the wrong item was delivered the next day, I got a QR code to return this one and I asked the person on the chat line to credit the delivery charge so that I could order the item again. She tried to tell me that I should contact the seller, as the item was only ‘fulfilled by Amazon’. 

(Isn’t my ‘contract’ with Amazon?)

You're correct it shouldn't be the seller dealing with it, although they could expedite it. It sounds like they have the wrong item with the wrong barcode, which happens. There's no way of knowing if this is a seller or Amazon fault. A quick message to the seller may have got you the right item and could have sorted it quicker, it may not though. As a seller who uses FBA I'm usually better equipped to sort a problem than Amazon, even if it's their fault.

That said, that's irrelevant to you as the buyer.

If the regular Amazon channels don't work, try contacting them via Twitter https://twitter.com/AmazonHelp

They'll give you an email address to contact

Lifesabeach54

On the 16th July the package was handed over by driver after I provided OTP. However, the package felt soft so I asked the driver to witness me opening the package. There was no IPhone in the package. It had been replaced by a pack of sanding discs. When I told the driver what should have been in the package he phoned his manager who told him to bring the package back to the depot. This is what he did. I have photos, video and audio of everything that occurred. The package is somewhere in the Amazon returns system. The customer service system is showing the package has been delivered and so I cannot get a refund. The fact that I gave the OTP seems to be the only proof Amazon need that the package has been delivered. But you have to give the OTP to get the package.
I have spent 2 weeks and many hours going around Amazon customer service. There is no accountability, no consistency, they will not tell you how to escalate an issue or tell you who to contact or how to complain. They are not interested in looking at the evidence. They are useless. No-one in customer services is looking at the facts of what happened after I gave the code. 2 customer service agents have told me the package has been returned and I will get a refund. Others have told me that because I gave the OTP there will be no refund. I just want someone to look at the facts and realise what has happened and issue a refund. As things stand Amazon have my money and I have nothing.
Has anyone got any advice on how I can get my money back?
P.S. I used a debit card.

shapala

Lifesabeach54 said:

On the 16th July the package was handed over by driver after I provided OTP. However, the package felt soft so I asked the driver to witness me opening the package. There was no IPhone in the package. It had been replaced by a pack of sanding discs. When I told the driver what should have been in the package he phoned his manager who told him to bring the package back to the depot. This is what he did. I have photos, video and audio of everything that occurred. The package is somewhere in the Amazon returns system. The customer service system is showing the package has been delivered and so I cannot get a refund. The fact that I gave the OTP seems to be the only proof Amazon need that the package has been delivered. But you have to give the OTP to get the package.
I have spent 2 weeks and many hours going around Amazon customer service. There is no accountability, no consistency, they will not tell you how to escalate an issue or tell you who to contact or how to complain. They are not interested in looking at the evidence. They are useless. No-one in customer services is looking at the facts of what happened after I gave the code. 2 customer service agents have told me the package has been returned and I will get a refund. Others have told me that because I gave the OTP there will be no refund. I just want someone to look at the facts and realise what has happened and issue a refund. As things stand Amazon have my money and I have nothing.
Has anyone got any advice on how I can get my money back?
P.S. I used a debit card.

Sorry to hear you're another person who's had their iphone stolen somewhere along the lines - becoming worryingly common.

Put an email together to the higher ups with as much detail as you can, mentioning you have video of it being returned by driver since the phone had been taken.

Email managingdirector@amazon.co.uk and/or complaints@amazon.co.uk

A rep will get back to you. For some major issues I've had in the past this is what I did, tho not to say they resolved my issues each time. 

Just one thing, some have gone as far as to commit to a chargeback. It's one likely way you'll get your money back, however, there is also a GOOD chance you'll be banned from amazon altogether (household, not each individual). If you don't use amazon a lot then it's a consideration but if you do it's something to try and steer clear of and do whatever you can to resolve with amazon themselves.

Keep us updated if you can.

Ingers73

Lifesabeach54 said:

On the 16th July the package was handed over by driver after I provided OTP. However, the package felt soft so I asked the driver to witness me opening the package. There was no IPhone in the package. It had been replaced by a pack of sanding discs. When I told the driver what should have been in the package he phoned his manager who told him to bring the package back to the depot. This is what he did. I have photos, video and audio of everything that occurred. The package is somewhere in the Amazon returns system. The customer service system is showing the package has been delivered and so I cannot get a refund. The fact that I gave the OTP seems to be the only proof Amazon need that the package has been delivered. But you have to give the OTP to get the package.
I have spent 2 weeks and many hours going around Amazon customer service. There is no accountability, no consistency, they will not tell you how to escalate an issue or tell you who to contact or how to complain. They are not interested in looking at the evidence. They are useless. No-one in customer services is looking at the facts of what happened after I gave the code. 2 customer service agents have told me the package has been returned and I will get a refund. Others have told me that because I gave the OTP there will be no refund. I just want someone to look at the facts and realise what has happened and issue a refund. As things stand Amazon have my money and I have nothing.
Has anyone got any advice on how I can get my money back?
P.S. I used a debit card.

Hi did this ever get sorted as I’m going through exactly the same 

forgotmyname

Seems to be a recurring theme...

Bought something on Ebay and it never arrived, seller seemed to be stringing me along expecting me to wait for their claim against
the courier. The size and weight of the package from the tracking seemed rather off to what I had purchased which made me think
they lied about the size and the courier were asking for more money or the dimensions were just wrong?

I opened a case and just a couple of hours before midnight they refunded claiming the courier completed its investigation and if
I wanted the item to buy it again..   I think lets see who has it on Amazon...

Address and names on Amazon did not match the ebay ones but the package was sent from one of the businesses in the same
building... Thinking here we go again but it was delivered whilst I was in bed...  NOT THE ITEM I PURCHASED..

They want photo's???   Surely they cannot think this 3kg item about the size of a double shoe box did not somehow have a tardis
package that had a machine that's 1m wide and almost as deep that should be closer to 20kg???

Are they just incompentent???   Checking the tracking on the original ebay one and the dimensions are the same.
I cannot see a scam because I got a full refund on Ebay and expect the same from Amazon.

Spoonie_Turtle

forgotmyname said:

NOT THE ITEM I PURCHASED..

They want photo's???   Surely they cannot think this 3kg item about the size of a double shoe box did not somehow have a tardis
package that had a machine that's 1m wide and almost as deep that should be closer to 20kg???

Are they just incompentent???   Checking the tracking on the original ebay one and the dimensions are the same.
I cannot see a scam because I got a full refund on Ebay and expect the same from Amazon.

They abscond with the money, so the marketplaces who've refunded are left out of pocket unable to get it back from the scammers.

forgotmyname

But they sent me a part of the machine that cost around £200, I would have expected something worthless.

Guess Amazon won't link a non UK address to the UK one they are sending the goods from and the username
and address used for the same item on Ebay?

Spoonie_Turtle

forgotmyname said:

But they sent me a part of the machine that cost around £200, I would have expected something worthless.

Well that's weird.

GrubbyGirl_2

This is becoming so common now that I wouldn't buy anything valuable from Amazon