Amazon incorrect item received-refund loop

Ashaman

Hi,

I use amazon a lot but I've recently become the victim of an apparently circular issue with a return and refund.

I don't want to get charged twice but I'd rather close my amazon account and stop transactions at my bank than allow this unfair charge.

Any ideas what should I do next? I'm most interested in avoiding a charge on 21 June. 

20 May 2022 I ordered a smartphone (Nokia G50) which I needed to go on holiday on Order-1

21 May 2022 I received an incorrect item (Nokia 105) 

• I photograph the incorrect phone
• I immediately contacted customer services via telephone who
• Arrange a UPS barcode for return
• I return the Nokia 105 via a local shop UPS pickup point
• Gift card refund for 199.99 (cost of G50) comes through later that night
• I re-order the Nokia G50 that evening on a different Order-2

24 May 2022 the correct phone arrives. Good service.

29 May 2022 I get am email from their returns department

Our Returns Department advised us that they received A Different Item . We confirmed the Nokia G50 from order-1 was in the box given to Carrier at the time it left our fulfillment center. We are discarding the Different item  that you sent. We will be happy to accept the return of the correct item at your earliest convenience. We will have to re-charge you for the item if you do not return the correct item by  June 21, 2022 . Our Account Specialist team is unable to provide support via phone or chat at this time, but if you would like to appeal this decision, please reply to this email.

(I reply to explain I can only send back what they send to me... and request an investigation - I don't have the photo since I'm on holiday)

3 June 2022 I get am email from their accounts specialist

Thank you for contacting us. I understand your concern regarding your order-1. This issue has been thoroughly re-investigated. Your return for the order-1 contained a used, much cheaper and completely different item than ordered instead of the original item Nokia G50. Our records show that the order was complete and in proper condition, and the correct item was in the package when it left our fulfillment center. In addition, the carrier has confirmed that the parcel was intact and undamaged when it was delivered to you.

You must return the correct item to receive a refund. Accordingly, we cannot issue a refund for this order until we receive the correct item. Return the correct item to us if you would like a refund. While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct. You can review our return policies in the Returns, Refunds and Title section of the Conditions of Use, available at the link below:

www.amazon.co.uk/conditionsofuse We are sorry that we have not been able to resolve this matter to your satisfaction.

We appreciate your understanding. Account Specialist

(I reply again to explain I can only send back what they send to me... and request further investigation - I don't have the photo since I'm on holiday)

7 June 2022 I send them a photo and email explaining again that I don't have their Nokia G50, and I sent them back their Nokia 105 that they sent to me.

Manxman_in_exile

Assuming they already have your card details I don't think you closing your Amazon account or cancelling your card will do any good.  I think your bank will still just pay them on 21 June.

If you can't get their customer service people to see sense before then and they charge you a second time, then your only real option will be to sue them.  But that is not as straightforward as it may sound - you need to make sure you are suing the right Amazon entity in the UK.  If you search this board you might find some threads where people have had (or claim to have had) success against Amazon.

Be aware that if you do sue them you (and anybody else who lives at your address) can probably say 'bye 'bye to buying anything from them again in future.  Apparently they don't take kindly to customers suing them and those customers quickly become former customers.  (But it sounds like that doesn't worry you... )

Ashaman

Thanks for that but I wouldn't sue for £199.99. Amazon may be trying to rip me off but involving the law would probably make that a certainty.

I can delete the card from my account though... their terms of use might go against billing on an unlisted card. I can also freeze all transactions on my card anyway via online banking, or live on my credit card instead for a while. They can't access my bank account directly.

This is complicated further by the fact that they are trying to claw back a gift card refund that was already approved by their own customer service team. How do they take that back? Putting my account in debt just makes me close it.

It does seem to be a terribly disjointed communication process. Symptomatic of totally broken automation. I mean someone in the supply chain has clearly left incorrect computer records somewhere which are being trusted more than my word. Am I accused of lying by proxy, just because they have a computer system?

Have I somehow waived my statutory rights on this one?

Are they not acting illegally by attempting to charge me because of their opinion?

visidigi

Its likely to have been stolen/swapped in transit. Was it delivered by Amazon logistics? Or a third party?

The problem Amazon have is they have to prove, should you take them to court that the item in the box was what they shipped when it was delivered.

There are ALOT of these popping up, its clearly a scam being done post the last validation point for Amazon which is the packing video they have of your order (these are filmed as are the returns).

As for closing cards accounts etc, yeah you can think that its in your court, but the ball isn't - they can chase you for the debt.

Manxman_in_exile

You might find that preventing your bank or credit card provider from paying Amazon is not as easy as you imagine it to be.

And if they do, you'd prefer to let Amazon have your £200 rather than raise an online money claim against them?

sheramber

Last week my son ordered a bicycle light.

What arrived was two A4 batteries. they were in a flat cardboard envelope type sealed Amazon package that a bicycle light would never have fitted in.

That would suggest a problem with the picking process.

Ashaman

Manxman_in_exile said:

You might find that preventing your bank or credit card provider from paying Amazon is not as easy as you imagine it to be.

And if they do, you'd prefer to let Amazon have your £200 rather than raise an online money claim against them?

Is an online money claim likely to succeed? Do you know who arbitrates it?

I'm thinking this is not the "sue" option you mentioned 

Manxman_in_exile

"[T]o sue somebody" means to take legal action against them in a court.

What do you think it means?

Money Claim Online (MCOL) user guide - GOV.UK (www.gov.uk)

But if you're happy to wave goodbye to £200 and let Amazon have it without a fight, don't bother...

clacka_2

how did you get on with this?

powerful_Rogue

clacka_2 said:

how did you get on with this?

They haven't been on since the 8th June when the last posted. Very rarely people come back to advise of an outcome despite the advice they receive.

Ashaman

Nothing has occurred from the Amazon side. They still have my refund listed against the order & my product return says "In transit" despite me having an email from them where they tell me they received & discarded the returned item.

My debt card has been frozen (by me, via online banking app) for most of June & July. I'm unaware if they attempted to charge me or if the transaction would have bounced. No further communications received regardless... but I am still successfully ordering dog food from them occasionally via my credit card.

It may be that they are looking into the issue in more depth, or that I'm lost in a volume/backlog of similar fraud/errors in the delivery chain. I've reverted to using my credit card for all transactions which is wiser I feel. I hope that eventually they will realise that Amazon, or associate companies, are at fault, or just give up.