Amazon laptop

draigcoch3

Thanks for your comments, much appreciated. I'm going to plough on with my letter writing  and evidence gathering. 

RefluentBeans

draigcoch3 said:

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 

Who organised the label? If the package was stolen in transit, and swapped out, then there’s a claim with the delivery company, but it depends who sorted the postage out.

If Amazon sent you the label, then they are responsible for getting it back in one place, and as long as you have evidence that you posted the laptop back, you’ll be fine. It’s on Amazon to pursue a lost parcel claim. 

If you paid for the postage directly to Royal Mail (ie you paid Royal Mail at a post office or on the Royal Mail app), I think it’s on you to make sure it gets to them safely. This is on you to pursue a lost parcel claim.

There’s also the option that Amazon workers stole the package in the warehouse and swapped it out. This claim will require proof from your part, and if you accuse Amazon employees of stealing, they will stick rigidly to their rules, which probably won’t favour you. 

Can you also confirm what you mean by ‘an old laptop they have disposed of’? Do you mean they’re accusing you of sending back an old laptop you own, and they’ve now disposed of it; or a laptop they own, but have marked as disposed of on their inventory? Both seem confusing, but laptops can be tracked by serial number so I imagine Amazon notes what haptic they send out, and what laptop they receive back by serial numbers. I think it’s odd Amazon have disposed of what they believe is your property, unless the returned laptop was marked on their system as disposed of. 

jlfrs01

Amazon is saying you sent them a different laptop to the one you bought and you can't prove you didn't. All your signed for postage will prove is that you sent them a package and they received it and they're saying it's not the product they sold you.
Other than the Section 75 claim I think you are out of options for getting your money back.

km1500

yes it apppears you have been the victim of a crime.

That being so, I can understand Amazon not refunding you

draigcoch3

I followed the instructions  downloaded the label and sent via royal mail track and sign. Why did they dispose of the old laptop they claim I sent when it is evidence. I'm not going to let a big company bully me. I'm off to the post office. Thanks everyone.

RefluentBeans

draigcoch3 said:

I followed the instructions  downloaded the label and sent via royal mail track and sign. Why did they dispose of the old laptop they claim I sent when it is evidence. I'm not going to let a big company bully me. I'm off to the post office. Thanks everyone.

Have you actually spoken to Amazon yet? I think your best bet is to ascertain what they believe has happened, and who is responsible for checking with the shipping company. And what they've done with the laptop, it sounds strange in general. 

There's still ambiguity with who provided the label - did Amazon send you the label/QR code for the label (which is what they normally do), or did they just give you a return address, and you went to the Post Office to send the parcel, and you paid the Post Office for the label? This will determine who can pursue Royal Mail for the lost parcel, as if it's on Amazons account, Royal Mail can't do much for you, as Amazon is their customer, not you. 

jlfrs01

draigcoch3 said:

I followed the instructions  downloaded the label and sent via royal mail track and sign. Why did they dispose of the old laptop they claim I sent when it is evidence. I'm not going to let a big company bully me. I'm off to the post office. Thanks everyone.

I think you're missing Amazon's point. They're not denying you sent and received a laptop, they're claiming the one you sent and they received was not the product you bought. Royal Mail isn't going to help in this scenario - all they can do is to provide proof the package was signed for at Amazon's end. Besides, how do you know they aren't telling the truth? For all you know, someone in the sorting depot at Royal Mail could have decided to have your laptop away and swap it out with a different one, and if not there at Amazon's depot. I had something very similar happen with a bike I sent via Parcelforce.

sheramber

When I have returned  an item bought from Amazon, not market place, the refund has been processed as soon as the PO scan the bar code and the money is credited by the time I got home.

draigcoch3

Amazon was the seller. The labels have bar codes. One placed inside the box and one attached firmly on the outside. Why destroy  the evidence?

draigcoch3

An Amazon customer ordered a very expensive phone and received a box of dog food. It took 8 months to get a refund and that was only because he contacted the bbc