Amazon refund waiting for over 90 days

CustomerTM

I am hoping someone can help me with this issue that I have with Amazon UK.
On the 26 of February 2023 I received from Amazon my order. The value is £ 368.00.
On the 11th of March, I started the process of returning this item.
On the 16th of March Amazon's return centre received the item.
After a few days, on my Amazon account, there was and is still a notification stating: "Return received. We will process your refund in 2-3 days. Once your refund is processed, it can take 5-7 business days for the refund appear in your bank account or credit card statement"
Since I have not received any refund, I have started to contact Amazon CS, by chat, and by phone and one associate told me that due to the value of the item, the refund could take until 60 days and if I didn't receive the refund before the 11th of May, I needed to contact them again and I would have received the refund straight away.
Although I was not happy at all and despite my other request I waited for that date. Unfortunately, I am still waiting for my money.
I contacted Amazon so many times now, there are hundreds of emails, phone calls, chats, tickets, investigations and incident reports, but I am still waiting. 

One of the associates told me that the Amazon return centre recorded my returned item with the wrong ASIN and this created a glitch in their system.

I don’t know what the ASIN is and if this is the real reason, anyway I don’t think it is right that I must be penalised for an Amazon mistake.

I have spent so much time, and energy and I am so stressed, tired and frustrated.

Is there anyone that can help me to solve this matter with Amazon? 

I have spoken with several Amazon leaders, and they said that there is no other manager at a higher level. How is it possible? 

There should be someone able to fix this technical issue.

Any help is much appreciated.

Alderbank

CustomerTM said:

I am hoping someone can help me with this issue that I have with Amazon UK.
On the 26 of February 2023 I received from Amazon my order. The value is £ 368.00.
On the 11th of March, I started the process of returning this item.
On the 16th of March Amazon's return centre received the item.
After a few days, on my Amazon account, there was and is still a notification stating: "Return received. We will process your refund in 2-3 days. Once your refund is processed, it can take 5-7 business days for the refund appear in your bank account or credit card statement"
Since I have not received any refund, I have started to contact Amazon CS, by chat, and by phone and one associate told me that due to the value of the item, the refund could take until 60 days and if I didn't receive the refund before the 11th of May, I needed to contact them again and I would have received the refund straight away.
Although I was not happy at all and despite my other request I waited for that date. Unfortunately, I am still waiting for my money.
I contacted Amazon so many times now, there are hundreds of emails, phone calls, chats, tickets, investigations and incident reports, but I am still waiting. 

One of the associates told me that the Amazon return centre recorded my returned item with the wrong ASIN and this created a glitch in their system.

I don’t know what the ASIN is and if this is the real reason, anyway I don’t think it is right that I must be penalised for an Amazon mistake.

I have spent so much time, and energy and I am so stressed, tired and frustrated.

Is there anyone that can help me to solve this matter with Amazon? 

I have spoken with several Amazon leaders, and they said that there is no other manager at a higher level. How is it possible? 

There should be someone able to fix this technical issue.

Any help is much appreciated.

Two seconds on Google told me this:

An Amazon Standard Identification Number (ASIN) is a type of Amazon internal catalogue number. Each ASIN is unique and always associated with a particular product or product variation. Every ASIN will be 10 digits and consist of a combination of letters and digits.

...so a mobile phone in white, for example, will have a different ASIN from the identical phone in blue.

Amazon do have people who fix these things and the feedback we see here is that they always do resolve them eventually but the wait can be exasperating.

Some people have reported that emailing the CEO's office can get your problem looked at by a higher level of management which might speed things up.

CustomerTM

Thanks for the reply.
At least I know what the ASIN is.
Do you know the Amazon CEO's office email?
Thanks

Alderbank

CustomerTM said:

Thanks for the reply.
At least I know what the ASIN is.
Do you know the Amazon CEO's office email?
Thanks

This was recently posted on another forum page. It might help you:

deannagone said:

I would also try escalation-callback@amazon.co.uk, or email the CEO of amazon (google it).  They are often helpful when standard Amazon customer services give a computer says no response.

CustomerTM

Many thanks, deannagone,
I try that address right now.

CustomerTM

thanks Alderbank,

Jonboy_1984

Just to touch on the ASIN issue, these are normally created based on the product barcode, as once a company issues a barcode they shouldn’t make significant changes to the specification without using a new barcode number. 

If a seller lists the same item they should use the same barcode and link to the same ASIN. This should put all seller offers onto the same page and Amazon will show the most competitive option as the first seller and the other offers under other sellers.

Many sellers however cover the barcode with their own label and create a new ASIN to get their own product listing. If this barcode is stuck on a external plastic bag/wrap or similar (often grey or black plastic bags) then Amazon know no better (they are working to reduce this via their brand registry program with mixed success) and sell it separately.

If a customer examines the goods and return without the new barcode visible then the returns centre scan the wrong code and link to an ASIN the customer hasn’t ever ordered. This then takes time to unwind as they have to examine images/contact seller, and make sure the buyer isn’t substituting a lower specification, older version, or grey market item to their advantage.

CustomerTM

Sending the email to escalation-callback@amazon.co.uk and jbezos@amazon.com, finally, I got this problem solved and this morning I received my refund. After three months...
Thanks all