Help with Amazon please

oscarward

Update,  no further forward with this.

the returns page on one hand says 'Your refund will be processed when we receive your item.'  but the next page says   'Your return is being processed at the Returns Centre Your refund will be issued by Mar 21'

This date has changed from the 18th to the 20th and now 21st. 

I actually had a chat with a customer service rep who was non commital and just said fill in an incident form he was going to send, it never arrived...

I tried a call to the auto callback line but after being answered it's just silence and then after a few seconds just hangs up.

I'm starting to get concerned now.

oscarward

further update , chatted with another CS rep and now have got the incident form.

RFW

oscarward said:

further update , chatted with another CS rep and now have got the incident form.

I'd try being a bit more forceful with CS. Tell them it wasn't your fault you received the wrong item and as it was the wrong item it may well not have been checked back in correctly.

Amazon is a machine. As far as the machine knows you have returned a phone (irrespective of what CS tell you), once they scan your return it will show the body lotion. The phone hasn't been returned so that won't appear on their system to refund you. The body lotion will be sat in an error bin with a label attached. There's an outside chance that a refund will be processed but I'm guessing their system keeps getting an error message so they're passing it around.

You need to try, somehow, to get seller support to see that. Maybe drop in that you will be contacting Trading Standards if they don't start to process a refund without you having to submit various forms. Tell them it was their error and they need to sort it out. If you get fobbed off ask to refer to someone higher up to assess. Your one advantage is that Amazon are customer-centric and CS usually has authority to issue a refund if you keep badgering them.

oscarward

ok  thanks for the reply.  A further update.  The incident form arrived which I completed and returned.

I rapidly got a reply from another CS rep who said

'I've requested a refund on Sunday, 14 April 2024.'

Progress I think?   Why such a long date? And as they originally promised 21st March can I ask for it to be honoured?

I previously had contacted the 3rd party seller who just said contact Amazon. 

RFW

oscarward said:

ok  thanks for the reply.  A further update.  The incident form arrived which I completed and returned.

I rapidly got a reply from another CS rep who said

'I've requested a refund on Sunday, 14 April 2024.'

Progress I think?   Why such a long date? And as they originally promised 21st March can I ask for it to be honoured?

Yes. Ask why they keep changing it. Once they start changing a date they often carry on doing it.

oscarward

This is getting ridiculous.

Another chat with customer services, who denied ever receiving the Incident form, despite getting the response to it. and asked me complete another and then cancelled the chat...

oscarward

and the status has changed

Refund not issued: Your refund could not be issued as the return is stuck in processing

RFW

oscarward said:

This is getting ridiculous.

Another chat with customer services, who denied ever receiving the Incident form, despite getting the response to it. and asked me complete another and then cancelled the chat...

Welcome to Amazon.

Try emailing managingdirectoramazon.co.uk

You'll need the order number, details of what has happened, the changing dates for refund and some, or all, of the times you have chatted and that you are going round in circles.

Try and lay them out as clear bullet points rather than a long rant.

Again remember that you're mostly dealing with a machine, so the clearer the information the more chance you have of getting anywhere.

oscarward

thanks rfw,

after another chat and being passed around I asked to escalate, and was passed to Saber. They just said I needed to return the incident form and could not see any of the ones I sent back. There was no reply when I asked if they hadn’t received why do I get a response saying refund whenever..  just they will send another incident form and closed the chat. Total frustration 🤬 I appreciate I am talking to a minion who is looking at a computer screen which says No so trying not to swear or get narky with them.

so after a bit of cogitation I changed my registered email address on Amazon to an alternate one and then replied from that address with the incident form and got a reply saying they have requested a refund which I will get within 5-7 working days.

wait and see

P.s. the email address above won’t work without an @ in it

if no refund then  will then proceed to either a recharge Or physical letter before action to the company on the invoice.   Had enough of the run around.

RFW

oscarward said:

P.s. the email address above won’t work without an @ in it

I think that's the system here taking it out.

It's managingdirector*at*amazon.co.uk