Amazon refusing refund

Yesluv

Any help of guidance would be very much appreciated

I ordered an iPhone 15 recently from Amazon but what i received was very different. I called them to arrange refund, they arrange collection and all seemed fine. Now im chasing the refund they are denying all knowledge of the refund process or previous correspondence despite me have copies of emails, tracking ID, photos of pickup and even an email from Amazon confirming refund. 

Customer support will no longer talk to me and keep hanging up telling me i cant escalate any further.

Hit a brick wall and not sure where to go from here.

thanks in advanced

Peter999_2

Time for the small claims court I would think.    Send a letter before action?     Be prepared for Amazon to permanently close your account though.

TadleyBaggie

Not unusual, a couple of recent threads:

https://forums.moneysavingexpert.com/discussion/6546559/amazon-refund/p1

https://forums.moneysavingexpert.com/discussion/6550426/backed-into-a-corner-by-amazon-no-goods-no-refund-closed-account-scripted-unhelpful-response/p1

I would never order such a high value item to be delivered, only click and collect where it can be opened and checked before accepting it.

Mark_d

Lots of people order expensive iPhones from Amazon, claim they were sent something completely different and then ask for refund

GadgetGuru

Never order anything expensive from Amazon. 
I purchased a pair of Apple AirPods from Amazon once (Amazon themselves, not a third party seller). 
After a year they wouldn't connect any longer. Took them to Apple who confirmed they were fakes!! Who would have thought it! Amazon selling fakes!!
Managed to complain and get a full refund, but since then I will never buy anything of value from Amazon. 

marlot

GadgetGuru said:

Never order anything expensive from Amazon. 
I purchased a pair of Apple AirPods from Amazon once (Amazon themselves, not a third party seller). 
After a year they wouldn't connect any longer. Took them to Apple who confirmed they were fakes!! Who would have thought it! Amazon selling fakes!!
Managed to complain and get a full refund, but since then I will never buy anything of value from Amazon. 

I understand that official Amazon supplies, and those from third parties, can be put into the same bins.  So it could have come from any supplier.

I've seen the same with fake Makita batteries, and now only buy direct from official Makita retailers.

Newbie_John

marlot said:

GadgetGuru said:

Never order anything expensive from Amazon. 
I purchased a pair of Apple AirPods from Amazon once (Amazon themselves, not a third party seller). 
After a year they wouldn't connect any longer. Took them to Apple who confirmed they were fakes!! Who would have thought it! Amazon selling fakes!!
Managed to complain and get a full refund, but since then I will never buy anything of value from Amazon. 

I understand that official Amazon supplies, and those from third parties, can be put into the same bins.  So it could have come from any supplier.

I've seen the same with fake Makita batteries, and now only buy direct from official Makita retailers.

Or most basic example, a scammer buys iPhone, doesn't open package and sends back a fake one. Amazon resells it as new because it wasn't opened. All the "used like new" items I purchased from Amazon were clearly tried before.
But yeah, with typical high value items I would only buy direct.

Anyway, I do wonder if Amazon waits for you to try Small Court, if you are fully honest it should be an easy win for you, if not then you wouldn't go that way.

Also, it could just be taking time, no idea how long you've been waiting - also if you paid with a credit card - try chargeback, in the end you returned product and have not received a refund.

By escalating through either chargeback or small court your account will likely be closed, but there's many more shops out there.

RFW

Yesluv said:

Any help of guidance would be very much appreciated

I ordered an iPhone 15 recently from Amazon but what i received was very different. I called them to arrange refund, they arrange collection and all seemed fine. Now im chasing the refund they are denying all knowledge of the refund process or previous correspondence despite me have copies of emails, tracking ID, photos of pickup and even an email from Amazon confirming refund. 

Customer support will no longer talk to me and keep hanging up telling me i cant escalate any further.

Hit a brick wall and not sure where to go from here.

thanks in advanced

Let's back track on small claims for now. Small claims may get you your money but it may take time and isn't guaranteed and can cost you more.

A couple of questions, is it Amazon you've been dealing with and not a third party seller? You say Amazon have confirmed a refund, what does that entail, did they say they'd refund your payment card or give you a sales credit? If they've actually said they've given you a refund, knowing Amazon, it's a matter of finding it. What did the refund email say?

Assuming you still can't find the refund, try emailing managingdirector@amazon.co.uk with the order number. Be clear and succinct, use dates and things that happened.
EG 1/1/24 Purchased Iphone order number xyz123

3/1/24 Received package, didn't contain Iphone.

etc..
Don't give them anything long winded, imagine it's being read by a computer. They don't care if you've got bills to pay or how inconvenient this is.

GabbaGabbaHey

Have you tried using Live Chat? I tend to find it the best way to deal with Amazon for anything non standard.

(My wife ordered a pair of expensive Apple gewgaws from Amazon - what arrived was a pair of Duracell AA batteries. Amazon refunded straight away. We do buy quite a bit of stuff from Amazon, and very very rarely return anything, so that may have influenced their algorithms.)

RFW

GabbaGabbaHey said:

Have you tried using Live Chat? I tend to find it the best way to deal with Amazon for anything non standard.

(My wife ordered a pair of expensive Apple gewgaws from Amazon - what arrived was a pair of Duracell AA batteries. Amazon refunded straight away. We do buy quite a bit of stuff from Amazon, and very very rarely return anything, so that may have influenced their algorithms.)

It's more luck than anything. Live Chat isn't as good as it has been for buyers but if you can get through to a person, especially someone in Dublin then it can be the best approach. Amazon are heavily moving to AI customer service. Time will tell if it gets better or worse.
The sellers purposely selling incorrect items will max out at 2 or 3 items, no help to the 2 or 3 it happens to but the system should be able to work it out. It is possibly something that AI tech would be able to identify quicker than the current system.
I buy and sell on Amazon, increasingly less of both, at their worst they are infuriating beyond belief. Long term sellers have largely given up on Seller Support for most matters.