Amazon laptop

draigcoch3

I bought a laptop from Amazon for over £820. A 75th birthday present to myself. A key wasn't working. I sent it back, paid for by me, royal mail tracked and signed for in Doncaster.  Amazon refuse to refund me because they say I sent back an old laptop which they have disposed of. I am collecting the pile of emails exchanged as evidence when I eventually have to take them to court. This is distressing me enormously. I'd saved for this out of my pension.

user1977

Are you seeking advice from us?

draigcoch3

I wondered if anyone else has had a similar experience and what did they do. 

MattMattMattUK

Did you follow the Amazon returns procedure, or did you just post it to them?

draigcoch3

I did exactly what they wanted me to do. Printed the labels  post office track and sign. Why have they disposed of the 'evidence'?

draigcoch3

I'd had it for 2 days.

jlfrs01

If this was bought with a credit card then I'd be sorely tempted to contact your provider and make a section 75 claim. Don't give them chapter and verse, simply state the laptop was delivered damaged and Amazon are refusing to replace or reimburse. Your card should be refunded and a dispute opened. This will put the ball back in Amazon's court and they may choose to respond or may simply accept it. If they do respond stating what was written in the original post you've got proof of purchase and evidence to back up your claim. As you'll have your money back it will put you in the driving seat and the onus will be on them to make their case.

I think this is far better than getting into unarmed combat with a giant like Amazon who even if you do prove you're in the right, may continue to be obstructive or be late in refunding you.

draigcoch3

I'm in thr process of writing to their head office in London  enclosing the bunch of emails.

PHK

I'm not sure what advice we can give. You seem to be doing the right thing in following the Amazon complaint process and if that doesn't work then small claims. 

Is there any part you need help with ?

MattMattMattUK

draigcoch3 said:

I did exactly what they wanted me to do. Printed the labels  post office track and sign. Why have they disposed of the 'evidence'?

draigcoch3 said:

I sent it back, paid for by me, royal mail tracked and signed for in Doncaster.

Those two statements appear to contradict each other, if you return to Amazon then they send you pre-paid labels. 

Was this actually a purchase from Amazon, or from a third party seller?

draigcoch3

I think the returned new laptop has been stolen. They are saying I sent them an old laptop and if I want a refund then I must return the laptop I purchased. I certainly didn't send them an old laptop. I've been to the police and the ba k. No joy there