Amazon Complaints Procedure

freccles

Do Amazon have an official complaints procedure?

On 12 October I ordered two mattresses from Amazon.

Not that it makes any difference but just FYI I ordered then because we had bunk beds that were supposed to split into 2 single beds. When the mattresses arrived, it was obvious that the bunks were not true single size and the mattresses were too big. I did not unwrap the mattresses. Both were sealed in shrink wrap

I arranged to return them and UPS collected them on 17 October 2024 , in 2 separate packages, as we had received them

Parcel 1 was tracking number 1Z15F9309999636545 and was delivered back to Amazon on 22 October 2024

Parcel 2 was tracking number 1Z15F9309996065355 and was delivered back to Amazon on 22 October 2024

I have UPS proof of delivery for both.

Amazon refunded payment for one of them on 28 October 2024.

The other one shows on the Amazon site has not received yet, despite me having delivery proof from UPS.  

I’ve spent over 4 hours on online chat with Amazon they are asked for a copy of my driving licence or passport before they will refund. I sent copies of both straight away and they were accepted (I have the screenshot proving it). They said to wait 4 days before contacting them

4 days was today and they say the passport and driving licence was not accepted and to send again and contact in another three days. I've done that of course as I had no other choice but is there any other recourse I could take. The mattresses were £240 each. I can't afford to lose £240

MattMattMattUK

freccles said:

Do Amazon have an official complints procedure?

On 12 October I ordered two mattresses from Amazon.

Not that it makes any difference but just FYI I ordered then because we had bunk beds that were supposed to split into 2 single beds. When the mattresses arrived, it was obvious that the bunks were not true single size and the mattresses were too big. I did not unwrap the mattresses. Both were sealed in shrink wrap

I arranged to return them and UPS collected them on 17 October 2024 , in 2 separate packages, as we had received them

Parcel 1 was tracking number 1Z15F9309999636545 and was delivered back to Amazon on 22 October 2024

Parcel 2 was tracking number 1Z15F9309996065355 and was delivered back to Amazon on 22 October 2024

I have UPS proof of delivery for both.

Amazon refunded payment for one of them on 28 October 2024.

The other one shows on the Amazon site has not received yet, despite me having delivery proof from UPS.  

I’ve spent over 4 hours on online chat with Amazon they are asked for a copy of my driving licence or passport before they will refund. I sent copies of both straight away and they were accepted (I have the screenshot proving it). They said to wait 4 days before contacting them

4 days was today and they say the passport and driving licence was not accepted and to send again and contact in another three days. I've done that of course as I had no other choice but is there any other recourse I could take. The mattresses were £240 each. I can't afford to lose £240

In theory you could go down the chargeback or Section 75 route, but that will lock you out of Amazon for life so not always ideal.

They will get it sorted, but it might take a bit longer. Amazon are generally very good, but occasionally have issues, however I have never not had them sort them even if it took a little while longer than ideal. I suspect the issue has arisen because UPS have lost the package and that triggers an investigation because they are unable to verify that the thing you sent back was actually the original product ordered. I have had this once before and it took a few weeks but did get resolved and it has seemed to be the same with others who have posted on here. 

GingerTim

Unfortunately Amazon doesn't have a complaints procedure per se, other than contacting their customer service folk.

user1977

And in general I wouldn't expect any retailers to have a "complaints procedure". There's no legal need for them to do so.

freccles

MattMattMattUK said:

freccles said:

Do Amazon have an official complints procedure?

On 12 October I ordered two mattresses from Amazon.

Not that it makes any difference but just FYI I ordered then because we had bunk beds that were supposed to split into 2 single beds. When the mattresses arrived, it was obvious that the bunks were not true single size and the mattresses were too big. I did not unwrap the mattresses. Both were sealed in shrink wrap

I arranged to return them and UPS collected them on 17 October 2024 , in 2 separate packages, as we had received them

Parcel 1 was tracking number 1Z15F9309999636545 and was delivered back to Amazon on 22 October 2024

Parcel 2 was tracking number 1Z15F9309996065355 and was delivered back to Amazon on 22 October 2024

I have UPS proof of delivery for both.

Amazon refunded payment for one of them on 28 October 2024.

The other one shows on the Amazon site has not received yet, despite me having delivery proof from UPS.  

I’ve spent over 4 hours on online chat with Amazon they are asked for a copy of my driving licence or passport before they will refund. I sent copies of both straight away and they were accepted (I have the screenshot proving it). They said to wait 4 days before contacting them

4 days was today and they say the passport and driving licence was not accepted and to send again and contact in another three days. I've done that of course as I had no other choice but is there any other recourse I could take. The mattresses were £240 each. I can't afford to lose £240

In theory you could go down the chargeback or Section 75 route, but that will lock you out of Amazon for life so not always ideal.

They will get it sorted, but it might take a bit longer. Amazon are generally very good, but occasionally have issues, however I have never not had them sort them even if it took a little while longer than ideal. I suspect the issue has arisen because UPS have lost the package and that triggers an investigation because they are unable to verify that the thing you sent back was actually the original product ordered. I have had this once before and it took a few weeks but did get resolved and it has seemed to be the same with others who have posted on here. 

I have the delivery report from UPS showing it was delivered back to them and a photo of the stamped receipt

Czure

Bit of an essay here but ya never know.

Once upon a time you could email Amazon Support but alas no more. Sadly it's either chat with pot luck to get someone who has any clue (& isn't using a translator making a 5 minute chat become 45 minutes) or you get someone with any actual knowledge & authority, & that's only after you get past the Dread-Bot.

OR you use the 'Call Me' option.
Now you may not feel much like chatting but the more personal side of a call usually not only gets someone who speaks reasonable or even perfect English but who's often happier & more capable of helping, so I'd defo try a call if you've not done so already.

Never forget that you must be polite regardless as to how naffed off you may be as any other attitude will likely get you nowhere.

A final resort is letting the service agents know via chat (or in the call) just how serious & determined you are in having this resolved & that if it's not sorted then you will be lodging a complaint via the 'Executive Relations Team', adding that you've obtained the email addresses & Tel' numbers for the offices of the CEO Andy Jassy & also of the Chairman Jeff Bezos, also letting them know you've kept a record of all agents you've dealt with which can sometimes get a response of "please allow me a minute to speak to my supervisor", there's no guarantees but it did work for me although that was 3 or 4 years back now.

If you then still fail to get a result you can lodge a complaint with the 'Executive Relations team' by emailing the offices of both the CEO & also Jeff Bezos (belt & braces). Obviously those fellas don't sit in offices answering calls & emails from disgruntled customers but they do have PA's & other staff including the 'Executive Relations Team' based at head offices who deal with escalations.

This is the current CEO of Amazon, Mr Andy Jassy & his contact info is- Tel: 1-206-266-1000 & Email: ajassy@amazon.com.

Jeff Bezos stepped back a while ago but is still chairman & his contact info is- Tel: Same as above & Email: jeff@amazon.com

That's as far as it goes with the Amazon side of it. Only other options are as mentioned by others of charge back, or seeking advice from someone like Citizens Advice as to any possible other actions you can take. Sadly it can be a nightmare but £240 is a hell of a lot of money to most folk.

Good luck.

born_again

OP is UK based, so pointless going stateside.

CEO of Amazon UK is John Boumphrey

Czure

born_again said:

OP is UK based, so pointless going stateside.

CEO of Amazon UK is John Boumphrey

Roger that, cheers.

freccles

Thanks all. I've sent them a 9mb picture of my passport with a resolution 333 dpi (which means it could be clearly printed at poster size) and they still say its not clear enough. Without proof of my identity they will not refund. I've been an Amzon member since it was a bookshop. I looked at my order history last night and I have orders back to 2004. Is it worth considering what was the small claims court?

Aylesbury_Duck

freccles said:

Thanks all. I've sent them a 9mb picture of my passport with a resolution 333 dpi (which means it could be clearly printed at poster size) and they still say its not clear enough. Without proof of my identity they will not refund. I've been an Amzon member since it was a bookshop. I looked at my order history last night and I have orders back to 2004. Is it worth considering what was the small claims court?

How did you pay?  There are probably options through your card provider, but yes, you could take them to court.  You'll have to weigh up whether it's worth losing your Amazon account for the £240, because that's a possibility.  

Personally, I'd wait another three days.  I suspect this will get sorted but you're going to have to be patient.  Court action would take months anyway, so it's not as if waiting a few more days is going to make a difference.