Amazon return - not getting full refund. Is this legal?

garynuman

Hi all

I purchased a number of items including an electronic Braun toothbrush on Amazon Prime Day. The toothbrush was £219.99 (incl. discount). I paid via Barclays installments.

The toothbrush has developed a fault after just 2 weeks. I have started the return process. Here is the summary:

-------

Refund subtotal - £219.99

Promotional discount deduction -£155.00

Postage £0.00

Total expected refund - £64.99

-------

So, although I paid £219.99 in the sale, they are only refunding £64.99 - am I missing something?

Is there an Amazon Customer care line? I can't find anything.

Many thanks for your help.

John

RefluentBeans

I’ve found with Amazon the best way to get contact is to go through the help portal and live chat. You’ll start with a robot, and then you’ll get a human on chat, and then if you insist you can get them to call you. There may be an Amazon phone number out there, but I would expect that they won’t help until a ticket is raised. 

I would expect this to be an error. How much have you paid of the instalments? Are they refunding you or Barclays? I would expect them to refund Barclays who will then refund you. But the refund amount may just be an error on their system. Go through the support process and ask why it’s that amount. If it’s an error it’ll likely get sorted. 

If not, then speak to Barclays who will be able to advise further as you’ll have added rights through S75. 

the_lunatic_is_in_my_head

Promotional discount deduction -£155.00

Did the original order have a £155 discount? 

born_again

garynuman said:

Hi all

I purchased a number of items including an electronic Braun toothbrush on Amazon Prime Day. The toothbrush was £219.99 (incl. discount). I paid via Barclays installments.

The toothbrush has developed a fault after just 2 weeks. I have started the return process. Here is the summary:

-------

Refund subtotal - £219.99

Promotional discount deduction -£155.00

Postage £0.00

Total expected refund - £64.99

-------

So, although I paid £219.99 in the sale, they are only refunding £64.99 - am I missing something?

Is there an Amazon Customer care line? I can't find anything.

Many thanks for your help.

John

Given you were paying via instalments & it failed in 2 weeks.
Just how much had you actually paid towards the purchase?

I'm guessing maybe £64.99 & the £155 would be the balance still to pay?

garynuman

the_lunatic_is_in_my_head said:

Promotional discount deduction -£155.00

Did the original order have a £155 discount? 

IIRC, the original price of the toothbrush was almost £300 - The £219.99 was the Prime Day Price which was paid via Barclays Installments (at 0%). 

born_again said:

Given you were paying via instalments & it failed in 2 weeks.
Just how much had you actually paid towards the purchase?

I'm guessing maybe £64.99 & the £155 would be the balance still to pay?

I have checked and have made a single payment (of £68.96) on 31.07.

Forgive my ignorance but are you implying I've paid the 1st instalment and that the £155 would be paid (by Amazon) to 'settle' the Barclays account? This makes sense I guess.

I was kind of expecting a full refund but would still need to make payments to Barclays until paid.

I can be really dense at times!

tightauldgit

garynuman said:

the_lunatic_is_in_my_head said:

Promotional discount deduction -£155.00

Did the original order have a £155 discount? 

IIRC, the original price of the toothbrush was almost £300 - The £219.99 was the Prime Day Price which was paid via Barclays Installments (at 0%). 

born_again said:

Given you were paying via instalments & it failed in 2 weeks.
Just how much had you actually paid towards the purchase?

I'm guessing maybe £64.99 & the £155 would be the balance still to pay?

I have checked and have made a single payment (of £68.96) on 31.07.

Forgive my ignorance but are you implying I've paid the 1st instalment and that the £155 would be paid (by Amazon) to 'settle' the Barclays account? This makes sense I guess.

I was kind of expecting a full refund but would still need to make payments to Barclays until paid.

I can be really dense at times!

If you're buying something on installments and return it then the finance should be settled at the same time - otherwise people could use it as a nice little form of cash advance.