Item missing from Amazon Order

ArbitraryRandom

Jonboy_1984 said:

ArbitraryRandom said:

DistortedVision said:

Lorian said:

Tried contacting the manufacturer direct just in case they realize they have possible issues and put their hands up?

I did contact the manufacturer. They said I have to go through Amazon's procedures and that their hands are tied.

I understand why they would say that, but if they're a UK company (you need to check that) then Amazon's T&Cs don't replace or reduce your consumer rights... which are enforceable via the seller (who you say is the manufacturer), not the platform. 

You have the full consumer rights but Amazon insist all communication for marketplace sales goes through their dispute process, so they have oversight of it and a clear audit trail. If as a seller you get caught bypassing it they can close the seller account.

Noting this issue has been resolved for the OP.

But what you say is a problem for the seller - it doesn't change that if the OP needs to escalate matters (such as issuing a LBA) then it would go to the seller's registered address and be a claim against them, not Amazon.