Amazon - faulty Ipad returned, Amazon refusing refund - aargh

LynLynLyn

Hi folks. Having a problem with Amazon, any suggestions please?

In a nutshell:

Purchased £319 Ipad from Amazon mid January 2022.
Parcel received, but contained some cheapo fairy lights and a packet of screws instead of an Ipad. Didn't look like package had been tampered with but you never know. Anyway, contacted Amazon straight away and they arranged to send out a free replacement the next day. They didn't question or apologise, so I got the impression this wasn't the first time this had happened.

Replacement Ipad received, all good, and I returned the spurious items to Amazon.

All good at this point - paid for an Ipad, received an Ipad. Perfect!

Once I'd had time to set up and try out the Ipad I found it was faulty, so I contacted Amazon and arranged to return for a refund. No problem, they said. This is when it all went pear shaped.

Tracking confirms item was received by them on 3rd Feb, and their website says received, refund processing - and has stayed like that for over two weeks.

I've tried contacting Amazon by online chat, email (Customer Service and Account Specialists) and phone - they all either tell me the issue has been resolve (errr?), tell me to contact one of the other departments, or tell me they haven't received the return and will not be refunding. I can't seem to get hold of a human who is prepared to look at the circumstances and resolve this. It's really not that complicated but they're all either bots or are following basic scripts.

!!!!!!. I've now had to fill in a form to try and get my refund from the credit card company, and will not be using Amazon again.

"Your feedback is helping us build Earth's Most Customer-Centric Company." HAH!

Sandtree

So you've returned an over one year old iPad?

LynLynLyn

Sandtree said:

So you've returned an over one year old iPad?

Nope, what year are you in? This was 2022.....

Sandtree

LynLynLyn said:

Sandtree said:

So you've returned an over one year old iPad?

Nope, what year are you in? This was 2022.....

I often have to stop and think about that these days, along with how old I am :S

Think brain just kicked in that as you'd bothered to give a year it cannot have been this year... so the item was under 30 days old and can be rejected. Presumably you did note on the return that it was faulty?

I've only returned one high value item to them and it did take a little while to go through but after a couple of chases and them saying that they manually inspect items like this (camera lens) it then suddenly just got refunded. This was before Covid and so you could imagine it'd take longer these days and obviously more complex to inspect a faulty item to ensure its not user damage. 

Alderbank

Amazon sell loads of iPads of all vintages.
This random search
https://www.amazon.co.uk/s?k=used+ipad&crid=390LH2DFAKTBF&sprefix=used+ipad,aps,125&ref=nb_sb_noss_1
includes iPads dating back to 2021, 2018, 2017, 2014...

LynLynLyn

Sandtree said:

LynLynLyn said:

Sandtree said:

So you've returned an over one year old iPad?

Nope, what year are you in? This was 2022.....

I often have to stop and think about that these days, along with how old I am :S

Think brain just kicked in that as you'd bothered to give a year it cannot have been this year... so the item was under 30 days old and can be rejected. Presumably you did note on the return that it was faulty?

I've only returned one high value item to them and it did take a little while to go through but after a couple of chases and them saying that they manually inspect items like this (camera lens) it then suddenly just got refunded. This was before Covid and so you could imagine it'd take longer these days and obviously more complex to inspect a faulty item to ensure its not user damage. 

Ah yes, I know that problem with years

Just to clarify, it was a brand new Ipad, sold by Amazon not a third party.

Their initial error (sending me the wrong stuff) seems to have triggered the problem. They don't seem to be able to get their heads around this, plus the fact that the replacement was sent on a different order number so they're dealing with two order numbers for one Ipad. I've returned everything they sent me and they still have my cash.

I don't think, from the responses I received and the time that has elapsed, that they are going to refund now, but that wold be nice! 

The irony is that I could have ordered this from several retailers, but I went with amazon as their customer service is usually so great. They seem to have slipped down to auto responders and the dreaded script-reading call centres now though... all in the name of more profit!

LynLynLyn

....sorry forgot to mention that yes iI told them it was faulty, and they seemed to have no issue authorising the return on that basis.

Sharilou

I'm Having terrible trouble trying to contact someone to help me with a similar problem at Amazon. Customer services 3 times had no clue of what to do, apart from an email address to returns, and they never replied. I googled managing director and a chap named jeff and I am still waiting for their help,but nothing. So now ...at my wits end with worry, I have written a letter, ready to send to head office in London, in hope.

Now let me explain my problem.

I ordered a tablet for £140.99, but I received a novel and an A4 display folder, no tablet. I went through returns, adding photos of the wrong item sent and an explanation along with it. All went fine, they accepted my return and refunded me in full. once the refund went through, I re-ordered from them and the second time I did receive a tablet. 

Days later, I received an email from the seller telling me, that I had sent the wrong item back and that they had discarded it, and that i have until 27th march 2022 to send back a tablet I never received. I told them that I returned what they first sent to me; a book and a folder, hence the reason for the return, plus that they had accepted it, so all must have been correct.

The seller told me that the tablet left the fulfilment centre, but it couldn't have, as I didn't receive it. Unless someone else received the tablet, whilst I received their goods?

I asked them to investigate , but they would not acknowledge me.

They then said that I sent back the wrong unit to the original, and that they have made their decision. If I don't send the correct item back, they will recharge me £140.99 and that they will no longer reply to my emails.

I owe them absolutely nothing!

They will have money for nothing and I will be out of pocket. £140.99, money, that I cannot afford to lose.

Why can't they see that they're wrong?

I am being put through this for nothing.

There seems to be no help!

I am distressed by all of this and cannot function daily, with worry.

I have frozen my Credit Card, but I do not know what is going to come next and I feel all alone.

Sharilou

A few days ago after 16 days being distressed, I received an email from Amazon returns saying that they had sent me the emails in error and apologised.  I felt relieved, but also felt I should have been compensated!