Amazon customer services

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drjohn67
drjohn67 Posts: 93 Forumite
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edited 16 January 2023 at 3:26PM in Praise, vent & warnings
I bought my son an iPhone from Amazon. A package with a drinks bottle arrived. Immediately called Amazon. I sent proof including weight of packaging and item which correlated with packaging marking. I sent proof of collection. They have refused to send a replacement item so my partner ordered a second phone. That failed to arrive as promised x 3. She cancelled and went to John Lewis. I am still waiting over 5 weeks later for a refund which they refuse to give until another week. Upon review of the ratings, I note that my case was not unique. My negative feedback was not present so I suspect that the few negative warnings are just the few that ‘got through’. Beware especially for high ticket items.
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  • Undervalued
    Undervalued Posts: 8,888 Forumite
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    How is the "cost of living crisis" relevant to this?

    I can understand your frustration at what you say has happened and I appreciate it is not unique. Quite what percentage of orders suffer from this kind of problem I don't know, However I suspect it is a fraction of one percent, little consolation if you are one of the unlucky ones.

    Sadly though there will also be a percentage of fraudulent claims which all retailers, not just Amazon, suffer. Is it not understandable that they will want to investigate thoroughly before simply taking the customer's word? 
  • Wonka_2
    Wonka_2 Posts: 673 Forumite
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    drjohn67 said:
    They have refused to send a replacement item so my partner ordered a second phone. That failed to arrive as promised x 3. 
    Firstly is this Amazon or Amazon Marketplace ?

    Secondly are you suggesting 4 phones were ordered in total and none turned up ??

    As @Undervalued says it's not unusual that they want to investigate  - nothing to do with 'contempt' or 'cost of living crisis'
  • drjohn67
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    The cost of living crisis is that I then had to find another £750 because they refused to refund in a timely manner. This at a time when like many my income was frozen and bills rising including winter heating fuel which was 3 times the cost of last year I.e. at a time when many of us can comfortably spare that.
  • drjohn67
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    They had photographic evidence sent by me which should correlate with the postage charges that they paid. They accept that they have collected the package. 5 weeks is plenty of time to review what has happened. Many other retailers would track stock more carefully. 
  • Belenus
    Belenus Posts: 2,554 Forumite
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    edited 10 January 2023 at 1:04PM
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    I can understand your frustration with a delayed refund. If you paid with a credit card perhaps the refund will arrive before you have to pay the credit card bill.

    If you are experiencing a cost of living crisis, was it essential to spend £750 on a phone?
    A man walked into a car showroom.
    He said to the salesman, “My wife would like to talk to you about the Volkswagen Golf in the showroom window.”
    Salesman said, “We haven't got a Volkswagen Golf in the showroom window.”
    The man replied, “You have now mate".
  • drjohn67
    drjohn67 Posts: 93 Forumite
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    Amazon. Not marketplace. 
    You are correct. I did not need to buy my son a phone. I chose to do so. Again I chose to stretch further to cover the gap. However,  not an unreasonable decision at this time of year. 
    The package sent was significantly bigger and heavier than an iPhone. The weight marked was accurate. The packaging was Amazon’s. This supports my opinion that the error was at the warehouse rather than with the courier. 
    5weeks to wait for a refund of £750 is a long time. 

    I post merely of potential interest for others to decide if such service is acceptable. 
    I think not.

  • drjohn67
    drjohn67 Posts: 93 Forumite
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    It was a special purchase as a reward - to him for 11 x grade 9 GCSEs in summer and from me just as I retire after slogging 30 years as a doctor - so whilst a luxury purchase there was a special reason. 

    Regardless - waiting what will be 6 weeks for a refund seems excessive to me and will be factored in to any future purchasing decisions. Will avoid Amazon in future for anything of value.
  • Undervalued
    Undervalued Posts: 8,888 Forumite
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    drjohn67 said:
    Amazon. Not marketplace. 
    You are correct. I did not need to buy my son a phone. I chose to do so. Again I chose to stretch further to cover the gap. However,  not an unreasonable decision at this time of year. 
    The package sent was significantly bigger and heavier than an iPhone. The weight marked was accurate. The packaging was Amazon’s. This supports my opinion that the error was at the warehouse rather than with the courier. 
    5weeks to wait for a refund of £750 is a long time. 

    I post merely of potential interest for others to decide if such service is acceptable. 
    I think not.

    So you say, most likely quite truthfully.

    However it is not unreasonable for a company to want to investigate in some detail before refunding, particularly when a significant amount is involved, as they are the victim of a crime. 


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