Help with Amazon please

oscarward

Hi, bought a phone from Amazon which when the parcel turned up it contained a bottle of hand cleanser.

Presumably someone substituted at the warehouse, the bottle was the same shape and weight as a phone. 

Amazon have accepted a return for wrong item supplied and got a returns label to return the wrong item , which I posted on Friday

I’m just a bit concerned that after reading on this forum about Amazon expecting what they think was sent not being returned they may refuse a refund. A small niggle was that the invoice was from a supplier in Ilford rather than Amazon themselves.

Am I worrying too much or do I need to get proactive talking to customer service? Any advice?

MorningcoffeeIV

oscarward said:

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Presumably someone substituted at the warehouse, the bottle was the same shape and weight as a phone. 

Probably not. The parcel takes a path between the warehouse and you.

As Amazon have accepted the wrong item received reason, there's no need to panic just yet.

oscarward

Hi thanks for this, not been  in this position before so struggling a bit.

i  actually bought a phone a month before without issues which is why I bought my new works phone the same way.  I’ve bought an amount of stuff from Amazon over the years , only needing a return once about 2 years ago for a faulty item.

The parcel appeared to be untampered and delivered  by Amazon which is what made me suspect warehouse substitution. If it was the delivery process then they would need to have duplicate packaging and sticky labels . But I’m a newbie at this

Wait and see what the next week brings.

Hoenir

oscarward said:

 A small niggle was that the invoice was from a supplier in Ilford rather than Amazon themselves.

Then you bought if through Amazon not from. 

oscarward

Thank you, a small point that may become significant if it comes to a court case.

RFW

oscarward said:

Hi, bought a phone from Amazon which when the parcel turned up it contained a bottle of hand cleanser.

Presumably someone substituted at the warehouse, the bottle was the same shape and weight as a phone. 

Amazon have accepted a return for wrong item supplied and got a returns label to return the wrong item , which I posted on Friday

I’m just a bit concerned that after reading on this forum about Amazon expecting what they think was sent not being returned they may refuse a refund. A small niggle was that the invoice was from a supplier in Ilford rather than Amazon themselves.

Am I worrying too much or do I need to get proactive talking to customer service? Any advice?

I think you'll be ok but I would have insisted they refund without return given there will be a clear difference in value.

It would also have been wise to check the barcode on the hand cleanser. I know my way around Amazon so that would have helped me know where the mistake had happened. Was the phone sold by Amazon or was it a third party seller delivered by Amazon?

Was the hand cleanser boxed within the package you received?

RFW

Hoenir said:

oscarward said:

 A small niggle was that the invoice was from a supplier in Ilford rather than Amazon themselves.

Then you bought if through Amazon not from. 

I think I can hazard a guess as to what's happened here. The seller has shipped product/s to Amazon so that Amazon will pay up for a phone when they're sending out hand cream. Either that or it's a return they've put back into stock. Either way it should show up on Amazon's system that you've been wronged.

oscarward

RFW said:

oscarward said:

Hi, bought a phone from Amazon which when the parcel turned up it contained a bottle of hand cleanser.

Presumably someone substituted at the warehouse, the bottle was the same shape and weight as a phone. 

Amazon have accepted a return for wrong item supplied and got a returns label to return the wrong item , which I posted on Friday

I’m just a bit concerned that after reading on this forum about Amazon expecting what they think was sent not being returned they may refuse a refund. A small niggle was that the invoice was from a supplier in Ilford rather than Amazon themselves.

Am I worrying too much or do I need to get proactive talking to customer service? Any advice?

I think you'll be ok but I would have insisted they refund without return given there will be a clear difference in value.

It would also have been wise to check the barcode on the hand cleanser. I know my way around Amazon so that would have helped me know where the mistake had happened. Was the phone sold by Amazon or was it a third party seller delivered by Amazon?

Was the hand cleanser boxed within the package you received?

Hi thanks for the comment, looking at the web site there didn’t appear to be any way of contacting anyone either on the phone or chat screens. Presumably there is a way somewhere.

sadly I don’t have the bar code, only a picture of the bottle front.  It was called CeraVe hydrating cleanser, fragrance free 236ml if that helps. And a number 3612623798966 under the size label.

The phone was delivered by Amazon but the invoice was from a company in ilford.

And the hand cleanser was not boxed. 

Any help would be appreciated tyia

Kim_13

If it was delivered by Amazon, it must be a seller using fulfiilled by Amazon (i.e. they send the goods to Amazon for storage who then send them onto the customer when an order is placed. 

While I don’t have any comparison of the same sort of value (this was for £20 ish,) when I received a wrong item and contacted them (a return wouldn’t open as the item was exempt from return) they initially just said that the item wasn’t eligible, completely ignoring the fact that I had been sent the wrong thing. When they realised the item belonged to a third party rather than themselves, they refunded straight away.

Fulfilled by Amazon means it’s likely that the Ilford seller did ship the phone to Amazon that you ordered, but that an Amazon employee did the substituting for the hand gel, especially as it wasn’t boxed. As Amazon have ways of charging the seller, I don’t think they’ll fight it in the ways that we usually see on here, as they can refund you and make it someone else’s problem. They’re bothered when it hits them in the pocket.

On another occasion when I received a wrong item and was required to return it, the paper that they gave me to return it actually said  1x item I should have received. So I noted on it that this was a return for wrong item received and that I had sent what I received. As you’ve already sent the hand cleanser, too late for that but I would do this if ever you use Amazon again and have another issue. 

RFW

oscarward said:

Hi thanks for the comment, looking at the web site there didn’t appear to be any way of contacting anyone either on the phone or chat screens. Presumably there is a way somewhere.

sadly I don’t have the bar code, only a picture of the bottle front.  It was called CeraVe hydrating cleanser, fragrance free 236ml if that helps. And a number 3612623798966 under the size label.

The phone was delivered by Amazon but the invoice was from a company in ilford.

And the hand cleanser was not boxed. 

Any help would be appreciated tyia

In that case it doesn't look like it's the seller's fault. It looks like it was somewhere in the dispatch process. So either whoever packed it or within the delivery stream. I'd think the latter, whilst Amazon employees can switch it's not that easy. I'm concerned about the sending back as there's no good reason for that.

oscarward

The hand cleanser is with the returns centre. The return instructions actually said return wrong item.