Amazon won't refund an item I returned and claims items were delivered when they were not

nosebleeds2

Dear forum,

I'm turning to you in despair. Amazon have messed up a large order for me in a huge way, and I don't know what to do anymore.

TL;DR Amazon won't refund an item I sent to them, and are sending me scary emails from ofm@amazon.
I bought from Amazon Warehouse several sets of wireless mesh units, which come in pairs. Each pair is a hefty £460. I ordered 5 sets in total for my business.

On the delivery date, a man arrived with a box, and asked me to sign for it with the OTP Amazon provides. I asked if all the units are inside, but he said no, there would be a second delivery. Later that day, another man arrived, another box, another signature with the same OTP. I asked if that's it, and he said he doesn't know.

I opened the boxes to find only 3 out of the 5 sets arrived.
I contacted Amazon, and after a lot of back and forth (they assumed I was lying, of course, and claimed that by providing the confirmation to the courier I agreed that all the items were present), they agreed to refund 2 sets.

I later opened the sets, only to discover that two of the sets had the wrong parts in them. These were secondhand warehouse items, and I assume someone had replaced the more expensive satellites with cheaper routers. 

I wrote to Amazon, who agreed to the return, and sent me a QR code. I put both incorrect sets into the box they came in, and sent it in.

Amazon refunded one, but said the other one hadn't arrived. This is, of course, impossible, as they were in the same box!

Since then, their customer service won't help me, and are insisting I speak to their account specialists, on the ofm@amazon email address. The latter seems to be a bot, and keeps forgetting our entire conversation and starting over every few emails.

I know it could have been worse, and they did refund 3 out of the 4 sets that they had to, but I'm still nearly £500 out, and there's no solution in sight.

I know a chargeback is a solution that's been mentioned here before. But as I kept one set out of the 5 (there was one that actually arrived and was fine), can I perform a partial chargeback and still pay for the one I've got?

I'm so disappointed by all this. Usually Amazon are so good about these things!

born_again

You can do a partial chargeback, but you will need invoice showing each item value. Amazon could well contest on the basis they have not received ALL the items back.

Okell

born_again said:

You can do a partial chargeback, but you will need invoice showing each item value. Amazon could well contest on the basis they have not received ALL the items back.

Apologies for asking a stupid question, but does chargeback cover business purchases as well as consumer purchases?

born_again

As they are card regulations should do. But never worked on that side of banking. Best ring your bank & ask.

TELLIT01

The OP said he purchased the items for his business, therefore consumer rights don't apply.

born_again

TELLIT01 said:

The OP said he purchased the items for his business, therefore consumer rights don't apply.

Card regulations are not consumer rights. As I said, not worked that side of banking. So not sure if they would be covered.