Amazon.co.uk shocking service. 17 January at 7:44PM in Consumer rights 31 replies 1.1K views

Penz_02

Hi.

Just before Xmas I was given a £250 Amazon voucher by my employer as a reward for my hard work and dedication. 

I'd been eyeing up a Garmin Venu 2 watch for a while, they usually cost approx £350 but were still available at the black Friday sale price of £250 at numerous retailers. 

I would never spend that kind of money on Amazon as I don't quite frankly trust them. This voucher happened to fit perfectly what I wanted so I purchased the watch using my Amazon voucher. 

Amazon proceeded to send me the completely wrong item which I returned the following day. 4 weeks later and I am still waiting for my refund, not only that but that watch is now back to full retail price.

I have spoken to Amazon customer services several times but I'm not getting anywhere, I keep getting fobbed off about how long it takes to process returns. 

Not only am I angry and frustrated about the refund delay, but I'm pretty confident Amazon won't honour the purchase I made by sending me another watch at the price I originally paid for it.

What options do I have?

Thanks. 

Penz.

km1500

You have the option of waiting for the refund, or, if it takes a while, then to complain to them. Pretty much the same as any other retailer TBH. When you get the refund you then have the option if you wish to spend it on anything Amazon is selling at that time, or waiting until something takes your fancy.

Not sure why you are shocked at their service - from your opening lines I inferred you were pretty much expecting it !

m-holland

I returned something to amazon recently, and it was just over a month before the refund was processed

Edit: but that does include the xmas and new year period

Aylesbury_Duck

Options? Wait, or complain some more. Amazon have always been excellent to me. Have you asked for a refund or a replacement?

MalMonroe

I have never had any problems with Amazon at all and I've been shopping there for ages. 

Complain again. Tell them that you want your money back now. 

Every time I've returned any item, whether faulty, incorrect, or whatever, as soon as it's been collected by the courier/Royal Mail, I've been notified that my refund will be processed within the next few days.

Hopefully you did return the item using Amazon's return process? I'm unable to get to a post office so I always choose the option to have returns collected from my home. And they've always managed to get there.

I'd have asked amazon to replace the incorrect item with the correct one, which it's possible to do if you use their own returns system. 

How did you return it? Do you have any tracking information? If so you need to present it to amazon. 

LeRedoute

You've immediately gone into this transaction hating Amazon and looking for any excuse to take issue.

My advice is to follow their returns policy and let them solve the issue.
 
In probably 20 years now I've never had issue with their returns, other than occasionally trying to fob me off to
the manufacturer.  You seem to have made a rod for your own back by going in combative. The people you speak to are human beings like you, treat them like that.

TELLIT01

Was the purchase from Amazon or from a trader operating through Amazon Marketplace?

MobileSaver

Penz_02 said:

I would never spend that kind of money on Amazon as I don't quite frankly trust them.

A bizarre attitude, why specifically don't you trust them?

Amazon are my retailer of choice with prices, product selection, delivery and customer service all being amazing which is why I order literally hundreds of products from them every single year.

Penz_02 said:

Amazon proceeded to send me the completely wrong item which I returned the following day. 4 weeks later and I am still waiting for my refund,

This happened to me last week; Amazon refunded me in full the same day I reported the problem and arranged free collection of the wrong item for the very next day. Absolutely faultless customer service.

Penz_02 said:

I'm pretty confident Amazon won't honour the purchase I made by sending me another watch at the price I originally paid for it. What options do I have?

I suspect you are correct so your only real options are to wait for the refund to come through and then buy something else from Amazon or see if any friends/family want to buy anything and will give you £250 cash for the voucher/credit so you can spend it elsewhere.

powerful_Rogue

Ordered a chest of drawers off Amazon last week. Arrived two days earlier then expected - Brilliant!

Sadly looked like the box had been dropped as there was damage to the corner of the packaging. Checking the panels inside one of the corners had been damaged at the bottom, however this was at the back so would never be seen.

Contacted Amazon to advise and they offered either a replacement or to keep the current one and a 50% refund.

Can't fault the service at all.

Just for perspective, no company has 100% quality service 100% of the time.

the_lunatic_is_in_my_head

MobileSaver said:

A bizarre attitude, why specifically don't you trust them?

Amazon are my retailer of choice with prices, product selection, delivery and customer service all being amazing which is why I order literally hundreds of products from them every single year.

Have to say after reading of people who get the wrong item I would be wary of spending a large sum on Amazon for a single item.

I appreciate it can happen wherever you buy and we probably hear about it more with Amazon as Amazon has more customers than anyone else but as a company their customer services is mainly overseas and there is a risk of losing your account if they aren't happy with you taking certain actions where they fail to act accordingly.

If I wanted something £500+ I'd shop elsewhere due to a lack of trust. 

Jenni_D

On the flip-side, I have bought several high-value items off Amazon without issue - my current laptop (~£800 at the time) and mobile phones ~£300.