Amazon claiming returned package is empty

triade

Hi,

I ordered a new cpu for my pc, a very expensive item. When i installed it, I found that the VRM's on my motherboard were insufficient to run it properly (despite all my research saying otherwise) so I asked for a refund. 

I ensured the cpu was clean and as I received it, placed it back in the box all exactly as I received it and took it to the post office with my return code. I have the receipt here, indicating the package received and the weight, 980g. I waited for 2 weeks and no refund. I talked to them today and they are saying the parcel was empty!!! It most certainly was not empty, I was very careful to do everything properly as I need that money to take my PC into the shop and have them do it properly. Now they say it's an empty box?? 980g is definitely not empty. I understand that maybe they didn't check properly. The manufacturer packaged the CPU in a rather bizarre fashion, with a box that is needlessly large and the CPU put down the side with a cellophane window to see it. I guess a careless inspection could have ascertained the box was empty if they didn't see the cpu at the side (where it's meant to be).

Of course, I'm worried, I have sent the CPU back to them and am £270 out of pocket, that is not the kind of money I have to just throw away. I'm waiting now until 21st march for their investigation but I'm really scared. 

edit: got the price a little wrong

Olinda99

i am surprised they accepted an opened, installed cpu anyway. I certainly would not want to buy one from them and receive that.

SimonFF

I am not surprised. I have worked a few years ago at Am*zon (as a temp). I cannot find words to describe how corrupt and dishonest some workers are, to the point of stealing and getting away with it. Reporting leads to premature cut of your contract. Finding the culprits is not Am*zon priority. They hire and fire agancies.

GadgetGuru

Had a similar experience - although many years ago - returning a £450 camera.
They stated they received a coffee mug instead of a camera!
I persisted and got my refund in the end - I think it was the store I dropped the package to that switched things over.
As I said, that was many years ago and things will have changed by now. 
Keep bugging them - good luck!

RFW

triade said:

Hi,

I ordered a new cpu for my pc, a very expensive item. When i installed it, I found that the VRM's on my motherboard were insufficient to run it properly (despite all my research saying otherwise) so I asked for a refund. 

I ensured the cpu was clean and as I received it, placed it back in the box all exactly as I received it and took it to the post office with my return code. I have the receipt here, indicating the package received and the weight, 980g. I waited for 2 weeks and no refund. I talked to them today and they are saying the parcel was empty!!! It most certainly was not empty, I was very careful to do everything properly as I need that money to take my PC into the shop and have them do it properly. Now they say it's an empty box?? 980g is definitely not empty. I understand that maybe they didn't check properly. The manufacturer packaged the CPU in a rather bizarre fashion, with a box that is needlessly large and the CPU put down the side with a cellophane window to see it. I guess a careless inspection could have ascertained the box was empty if they didn't see the cpu at the side (where it's meant to be).

Of course, I'm worried, I have sent the CPU back to them and am £280 out of pocket, that is not the kind of money I have to just throw away. I'm waiting now until 21st march for their investigation but I'm really scared.

Can you confirm it was Amazon and not a third party seller you spoke to.

It sounds like it was Amazon so just making sure.

Did Amazon provide the return label?

If yes to the two above, take a screenshot of the postage receipt highlighting the weight. Then ask Amazon to look at this again. If they say the box was empty tell them the weight on being posted would suggest otherwise, if they want to follow that you'd have to ask them what was in the box that weighed 980g.

At this stage I'd try this on live chat, for customers they tend to be better than phone but it can vary.

If that fails, which I don't think it will, then try emailing managingdirector@amazon.co.uk as a last resort. If you do email that include all the details, order number, tracking details and the copy of the return receipt. Keep badgering them until you get your money back.

triade

Olinda99 said:

i am surprised they accepted an opened, installed cpu anyway. I certainly would not want to buy one from them and receive that.

well I am too, but that is their policy.  I checked their policies carefully. I was initially asking my local computer shop if they could install the cpu and make sure it works with my VRM's but they also advised that returning it was the best option. I do trust them by the way, I use their service a lot and know them to be trustworthy, going so far as to turn down business in the name of honesty.

GadgetGuru said:

Had a similar experience - although many years ago - returning a £450 camera.
They stated they received a coffee mug instead of a camera!
I persisted and got my refund in the end - I think it was the store I dropped the package to that switched things over.
As I said, that was many years ago and things will have changed by now. 
Keep bugging them - good luck!

I can't believe that, They set this whole thing up to make you think it's safe and secure and trustworthy. I completely regret trusting them. I don't think I will be doing business with them again. I'm feeling like I just don't want to shop for anything online, but for some things there is no other option.

RFW said:

Can you confirm it was Amazon and not a third party seller you spoke to.

It sounds like it was Amazon so just making sure.

Did Amazon provide the return label?

If yes to the two above, take a screenshot of the postage receipt highlighting the weight. Then ask Amazon to look at this again. If they say the box was empty tell them the weight on being posted would suggest otherwise, if they want to follow that you'd have to ask them what was in the box that weighed 980g.

At this stage I'd try this on live chat, for customers they tend to be better than phone but it can vary.

If that fails, which I don't think it will, then try emailing managingdirector@amazon.co.uk as a last resort. If you do email that include all the details, order number, tracking details and the copy of the return receipt. Keep badgering them until you get your money back.

It was amazon customer service, first using their webchat and then asking them to phone me.

They provided the return code which i showed to the post office staff and they scanned it and I kept the receipt. Thanks, I will take the photo now. Thank you for that information, I'll do what you advise.

triade

Hi,

thank you for your feedback, advice and solidarity.

I followed through sending the photo of the receipt to them and asked them to confirm the weight of the package they received and the weight of what they have now.

I just had an email from them

RFW

triade said:

Hi,

thank you for your feedback, advice and solidarity.

I followed through sending the photo of the receipt to them and asked them to confirm the weight of the package they received and the weight of what they have now.

I just had an email from them

Good result. Knowing Amazon that's sort of what I expected.

Cloth_of_Gold

Well done.