Can't raise a complaint with Amazon UK - is that legal?

Kittyminxx

Hello

I have a complicated issue with Amazon. In a nutshell, I ordered some things on prime 'try before you buy', something else arrived for one of the items (completely diff item to what I ordered) - I contacted them etc, - was given wrong conflicting info/reassurance by different advisors, then I returned the items which I did receive (was told to keep the incorrect item or discard it) and now my amazon account says they're still waiting for the missing item or I'll be charged.

It's spread across diff order no's as the 2nd advisor told me I needed to re-order as no replacement coming for incorrect item sent. Now I'm told that I have to wait a month until they receive the items, and I may be charged for the item I never received and every time I try to contact them via chat I end up talking to them for hours repeating myself and getting conflicting info. And them getting the wrong end of the stick sometimes as I can't type all the history quick enough as the chat times out due to inactivity and transfers me to yet another advisor. I finally asked to raise a complaint where the request was literally ignored twice by the advisor and then the chat was terminated saying she couldn't help me further!

I then called in by phone spoke to customer service who advised to send email in writing to cs-reply@amazon.co.uk with complaint in the title and from email address registered to the amazon account. Did all this, to receive a mailer error saying this email address does not accept emails and when I go into the chat it tries to pigeon hole me into a 'type' of complaint and even though I'm saying to the AI chat repeatedly 'raise a complaint' this request is ignored and it loops me back to different sections on the amazon app where I may solve the issue myself with more 'information'. And when I speak to a person, well as explained above...

I can code in a couple of programming languages - so I'm pretty good with a computer I like to think. But I'm finding it impossible to raise a complaint with Amazon where I can put all the history of the complaint and the multiple diff order no's affected. And have it documented of the steps taken and the information (or misinformation in some cases) I have been given... Is this even legal? I thought that customers had the right to make a complaint? Or is that not a consumer right?

screech_78

There is no consumer right to make a complaint, unless you’re dealing with a regulated sector (banking, insurance etc). 

There are quite a few threads on here about Amazon and one of them should have an email address. Although I’ve never had any issues with live chat. 

DullGreyGuy

For certain regulated industries they are required by law to have a complaints process etc but for the majority, which would include Amazon, its at their sole discretion how they want to deal with complaints if at all. 

Most report that complaints@amazon.co.uk works 

Alderbank

As above you don't have a right to make a complaint but you do have rights under consumer laws.

Prime Try before you Buy is a new wheeze from Amazon.
It is an attempt to cash in to the current zeitgeist in clothes buying in that you are encouraged to order a garment (it is limited to clothing) in up to 6 sizes or colours and return the ones you don't want within 7 days. It is an inertia sell in that if you don't return within the 7 days for any reason you are billed for the entire order. No buts. One of the T&Cs is that Amazon decide absolutely whether they will refund you for unwanted items.

I think your problem is that you are trying to cancel orders within Prime Try before you Buy.
In describing the service Amazon remind you that it is in addition to your consumer rights which cannot be taken away.

You need to tell Amazon (via the chatbot should be OK if that is the only communications route they offer) that you are cancelling under your statutory rights. Make that very clear.

Kittyminxx

Wow I didn't know that - so only regulated industries have to document complaints. That's an eye opener.

I agree I've always been quite successful with chat with uncomplicated issues. But when its a complicated issue like above, the chat 'times out' due to inactivity and you get transferred to another advisor and have to start again. It's quite frustrating in this case...

I've been in touch again this morning and I've been told the email address is being updated but they don't have one yet - so officially Amazon has no official email address to complain, however even though I received an email saying they did not get it, they confirmed on the phone they actually did.

Again I asked to raise a complaint the Manager asked for time to read email & investigate - I've received email back saying again please wait a month that's their normal process and when I replied asking so complaint has been raised then? Just keep getting generic responses pls wait a month, its our policy etc.... so it's official - Amazon do not allow you to raise a complaint!

I'll send another email back now to the manager, saying which two orders I'm cancelling under my statutory rights now. And I won't be using 'try before you buy'  option again as you get billed for the whole order, even if the issue is on their end, for at least a month... Thanks for the advice as usual - such a brilliant tool this forum. And have a nice weekend everyone.

Ipi

That is shocking that there is no complaint system for Amazon. They recently sent me an email accusing me of violating rules on reviews and threatening to remove privileges. I have no recollection of leaving a recent review and don't know what 'privileges' I have. Despite weeks of attempts to find out what I've supposedly done, they claim I have to provide the information  (they won't provide). I keep asking for the complaints procedure. This explains why they won't send it. They were v convenient but I'm really suspicious of this setup now.

electriccactus

Ipi said:

That is shocking that there is no complaint system for Amazon. They recently sent me an email accusing me of violating rules on reviews and threatening to remove privileges. I have no recollection of leaving a recent review and don't know what 'privileges' I have. Despite weeks of attempts to find out what I've supposedly done, they claim I have to provide the information  (they won't provide). I keep asking for the complaints procedure. This explains why they won't send it. They were v convenient but I'm really suspicious of this setup now.

I'm not really sure what's suspicious about Amazon because they don't have a complaints system.

Would it be preferable for them to have a complaints email where everything gets sent to junk instead? If they are not interested in officially dealing with complaints, that is the prerogative of the business. Most "complaints" systems just filter into the usual CS feed from what I've seen, perhaps with it just going to a slightly more experienced member of the CS staff. Probably not what most people picture when they think of "The Complaints Team."

Aylesbury_Duck

Ipi said:

That is shocking that there is no complaint system for Amazon. They recently sent me an email accusing me of violating rules on reviews and threatening to remove privileges. I have no recollection of leaving a recent review and don't know what 'privileges' I have. Despite weeks of attempts to find out what I've supposedly done, they claim I have to provide the information  (they won't provide). I keep asking for the complaints procedure. This explains why they won't send it. They were v convenient but I'm really suspicious of this setup now.

I'm surprised that you're shocked.  There's no requirement for them to have a complaints address.  Whenever I've had problems their customer service processes have sufficed.

Time for you to find an alternative retailer.  It would be silly to continue to give your custom to a business you're suspicious about.

sheramber

Ipi said:

That is shocking that there is no complaint system for Amazon. They recently sent me an email accusing me of violating rules on reviews and threatening to remove privileges. I have no recollection of leaving a recent review and don't know what 'privileges' I have. Despite weeks of attempts to find out what I've supposedly done, they claim I have to provide the information  (they won't provide). I keep asking for the complaints procedure. This explains why they won't send it. They were v convenient but I'm really suspicious of this setup now.

Are you syre it was really from Amazon?

Marksfish

complaints@amazon.co.uk email doesn't work, comes back undeliverable. They are not accepting complaints via Resolver. A driver has broken my letterbox today trying to force an item too small through it. Not even for me, but for a neighbour. Peeved that I cannot complain to them about it and get a resolution.

user1977

Marksfish said:

complaints@amazon.co.uk email doesn't work, comes back undeliverable. They are not accepting complaints via Resolver. A driver has broken my letterbox today trying to force an item too small through it. Not even for me, but for a neighbour. Peeved that I cannot complain to them about it and get a resolution.

Of course you can complain to them. Nobody needs to provide you with an email address to do so.