Amazon scam - advice on how best to proceed

wallofbeans

Hi All,

I'm somewhat thrown by what happened with my Amazon order yesterday, and they aren't being very reassuring.

I ordered a Sonos soundbar on Tuesday (not sold by, but fulfilled by Amazon) and it was due to arrive on Wednesday. This delivery was "delayed" and it instead arrived on Thursday (yesterday). I had to give the courier a 6 digit code when it arrived, and all seemed fine as it was a Sonos box and sounbar shaped.

I didn't open it straight away, but when I did a few hours later -- there was no soundbar, and just four bags of sugar and some paper packing instead.

I contacted Amazon customer services immediately and they didn't seem that bothered, just asking me to return it and not even really acknowledging what I was telling them. They even said they could skip the process of my sending a photo of the item recieved as proof, and just go straight to the return process. 

I wasn't happy about that - I wanted them to take it more seriously, and wanted as much proof as possible about what had happened and what I had recieived. I am very conerned about not getting my money back, and their nonchalant attitude didn't help at all. I pushed via chat for them to at least acknowledge what I was saying - I sent the photo - and still they just called it a "mix up" and asked me to return the item.

I've now taken screenshots of all the chats. Emailed several times to try and get someone to acknowledge the situation and treat it more seriously than a standard return.

And the kick in the teeth - they are making me pay for the return, saying they will reimburse me. I'm going to have to send four bags of sugar in a Sonos soundbar box back to them, and I'm sure the postage will be more than the value of the contents.

I'm shaken by the whole thing, feel tricked and cheated and Amazon customer services have been rubbish. My trust in them is gone, and I'll certainly be avoiding buying high value items in future. 

Has anyone had similar things happen? Do you have any advice on the best course of action to make sure I get a full refund, including my postage costs?

Thanks all!

  

wallofbeans

Here's my order from Amazon:

MorningcoffeeIV

wallofbeans said:

Do you have any advice on the best course of action to make sure I get a full refund, inlcuding my postage costs?
  

Yes. Send it back to them as requested. They will then reimburse you the cost of the product plus the postage costs.

wallofbeans

MorningcoffeeIV said:

wallofbeans said:

Do you have any advice on the best course of action to make sure I get a full refund, inlcuding my postage costs?
  

Yes. Send it back to them as requested. They will then reimburse you the cost of the product plus the postage costs.

Returned it. The cost of returning 4 bags of sugar via Royal Mail is £10.45 in case anyone is interested.

Saver73

Hi @wallofbeans I would have expected more from customer service!  Sounds suspicious that delivery was delayed and I wonder if the original product was swapped during this time? Have you contacted the company who delivered or the seller? You say the product was not sold by but fulfilled by Amazon but could you leave a review with the photo?

wallofbeans

Saver73 said:

Hi @wallofbeans I would have expected more from customer service!  Sounds suspicious that delivery was delayed and I wonder if the original product was swapped during this time? Have you contacted the company who delivered or the seller? You say the product was not sold by but fulfilled by Amazon but could you leave a review with the photo?

I agree, the delay is suspicious, and googling finds others have had similar situations (ordered product taken from box and replaced with something cheap of similar weight) after a delayed delivery. 

Many also mentioned that needing a code on delivery also flags up that the item is high value and so those items are targeted. 

Great idea to leave a review with photo. I will do once I get my refund. 

I can understand that these things happen sometimes, I’m just incredibly surprised that Amazon aren’t taking it more seriously when reported. 

p00hsticks

MorningcoffeeIV said:

wallofbeans said:

Do you have any advice on the best course of action to make sure I get a full refund, inlcuding my postage costs?
  

Yes. Send it back to them as requested. They will then reimburse you the cost of the product plus the postage costs.

Or alternatively, as reported by some others on this board, they may claim that you haven't returned the item originally ordered and refuse to reimburse you, at least until they have carried out a lengthy investigation which may or may not find in your favour.  

This particular scam can be operated by the supplier, the retailer, the courier or the customer. (I'm not doubting the OP in this particular case, but just making a general observation as to why these scam cases are especially difficult to resolve).  

wallofbeans

p00hsticks said:

MorningcoffeeIV said:

wallofbeans said:

Do you have any advice on the best course of action to make sure I get a full refund, inlcuding my postage costs?
  

Yes. Send it back to them as requested. They will then reimburse you the cost of the product plus the postage costs.

Or alternatively, as reported by others on this board, they may claim that you haven't returned the item originally ordered and refuse to reimburse you, at least until they have carried out a lengthy investigation which may or may not find in your favour.  

And that is why I’ve kept screenshots of all chats, saved emails, sent photos of what I received etc. Everything I can! 

prowla

This scam was in the news a couple of weeks ago.

wallofbeans

prowla said:

This scam was in the news a couple of weeks ago.

Really? Do you have a link to it? Would be interested to read. 

Saver73

https://www.bbc.co.uk/news/uk-england-wiltshire-65310418