Amazon Return Issue

steveh31

I bought a portable bath tub from a company on Amazon, it was slightly too long for my shower so I looked to return it, as the item is very large there was no option available other than contact a delivery company,

The delivery company who brought the package, Evri, had no option on their website to search for the company who sold it, therefore I could not return the item, they had given me an industrial estate in Birmingham with the following:

Name：A023A1

I rang a mobile number the seller had given and spoke to someone with very little English who just said "I don't deal with this nothing to do with me".

I contacted Amazon to explain and live chat said the seller had not given the right information and they would escalate it and a refund would be done from Amazon and they would send a recycle team to collect.

I received generic emails from Amazon A-Z saying SEND IT BACK and after 72 hours they closed the case as they said I had not responded to this email, I then went back to live chat who again, apology apology don't worry we will sort it and it will be done within 72 hours.

Once again same generic email SEND IT BACK and after 72 hours it was closed.

I contact live chat again this time I was told it would be sorted and was sent the same generic email, despite this the same thing happened and been assured that these emails were normal but it was being dealt with and a refund to follow, once again claim closed.

I contacted them this morning and despite saying I want a formal complaint made they insist I give the claims team one more chance and it will be sorted in 72 hours.

I am stuck with a huge box in a little flat with no prospect of this situation  being sorted it will be one month since this started, does anyone know how I can formally complain and get out of this vicious cycle I am in?

This product was expensive and being so large it isn't easy to just dispose of.

GDB2222

Do you have a link to the item? 

steveh31

GDB2222 said:

Do you have a link to the item? 

https://www.amazon.co.uk/Bathtub-Bathroom-122x54x59cm-Stylish-Atmospheric/dp/B0D47MV6M5/ref=sr_1_2?crid=4H6EMHKIMA87&dib=eyJ2IjoiMSJ9.252dEqxULpWHBL8V-xGC6R0fuDvQtSfx-AczfDKAS6Me0YhS6T8mfOUSk1flfdmoczoCIxHcV30WwtIXT10lUzCDert9y0Sl3o0ZiNtVkSo.e9ZyrznX10e47A30eOd-raUv4ZY-obXAL6mO3dUByJY&dib_tag=se&keywords=schwanlein&qid=1745660147&s=diy&sprefix=schwanlein%2Cdiy%2C84&sr=1-2&ufe=app_do%3Aamzn1.fos.d7e5a2de-8759-4da3-993c-d11b6e3d217f

oldagetraveller1

I'm going to ask the obvious. 

Did you measure the space available in the shower to check if it would accomodate a 1.22m long item?

steveh31

oldagetraveller1 said:

I'm going to ask the obvious. 

Did you measure the space available in the shower to check if it would accomodate a 1.22m long item?

Not that it applies to the return issue but the box actually says 118cm and I have the right to return a product if it is not suitable so this still doesn't solve the original problem. Amazon have messaged me three times in last 24 hours saying the same thing return to this name and address and I still cannot as the name will not come up in Evri search list of clients and I got a quote from Royal Mail wanting to charge me £56 to return to this dodgy address in Birmingham.

powerful_Rogue

steveh31 said:

oldagetraveller1 said:

I'm going to ask the obvious. 

Did you measure the space available in the shower to check if it would accomodate a 1.22m long item?

Not that it applies to the return issue but the box actually says 118cm and I have the right to return a product if it is not suitable so this still doesn't solve the original problem. Amazon have messaged me three times in last 24 hours saying the same thing return to this name and address and I still cannot as the name will not come up in Evri search list of clients and I got a quote from Royal Mail wanting to charge me £56 to return to this dodgy address in Birmingham.

Appears the company you purchased from is a German company looking at their Amazon profile.

savergrant

powerful_Rogue said:

steveh31 said:

oldagetraveller1 said:

I'm going to ask the obvious. 

Did you measure the space available in the shower to check if it would accomodate a 1.22m long item?

Not that it applies to the return issue but the box actually says 118cm and I have the right to return a product if it is not suitable so this still doesn't solve the original problem. Amazon have messaged me three times in last 24 hours saying the same thing return to this name and address and I still cannot as the name will not come up in Evri search list of clients and I got a quote from Royal Mail wanting to charge me £56 to return to this dodgy address in Birmingham.

Appears the company you purchased from is a German company looking at their Amazon profile.

However if they are selling on amazon.co.uk I'd guess they are importing into the UK and dispatching from the address in Birmingham.
What did the paperwork which was supplied with it say? Where does this Birmingham address come from, amazon or evri or the seller?
Details on the amazon page say returnable within 30 days of receipt. I would ask amazon to confirm the returns address.

the_lunatic_is_in_my_head

This is a case of having rights but it being difficult to enforce them.

Seller is (apparently) in Germany, Amazon CS is scripted based.

If the unit is smaller than advertised you should have opened a return request for not as described and Amazon would require the seller to provide a label for it's return. 

You say CS opened an A-Z claim requesting you return the tub, did they provide a label? If not what was the reason the A-Z was opened? 

For change of mind it should be that you wanted to return the goods and the seller didn't provide

A return address in the UK.

A valid prepaid return label for an International return (if the return address isn't in the UK).

A full refund of the item without requesting the return of the item.

For not as described it should be:

The item you received is damaged, defective, or not as described

AND you have requested a return more than 48 hours ago and the seller hasn't authorised your return request or did not resolve the issue to your satisfaction.

steveh31

savergrant said:

powerful_Rogue said:

steveh31 said:

oldagetraveller1 said:

I'm going to ask the obvious. 

Did you measure the space available in the shower to check if it would accomodate a 1.22m long item?

Not that it applies to the return issue but the box actually says 118cm and I have the right to return a product if it is not suitable so this still doesn't solve the original problem. Amazon have messaged me three times in last 24 hours saying the same thing return to this name and address and I still cannot as the name will not come up in Evri search list of clients and I got a quote from Royal Mail wanting to charge me £56 to return to this dodgy address in Birmingham.

Appears the company you purchased from is a German company looking at their Amazon profile.

However if they are selling on amazon.co.uk I'd guess they are importing into the UK and dispatching from the address in Birmingham.
What did the paperwork which was supplied with it say? Where does this Birmingham address come from, amazon or evri or the seller?
Details on the amazon page say returnable within 30 days of receipt. I would ask amazon to confirm the returns address.

The seller provided the address with no proper name as stated in original post I have been going round in circles with Amazon for over three weeks they just keep closing the investigation and will not allow me to make a formal complaint.

steveh31

the_lunatic_is_in_my_head said:

This is a case of having rights but it being difficult to enforce them.

Seller is (apparently) in Germany, Amazon CS is scripted based.

If the unit is smaller than advertised you should have opened a return request for not as described and Amazon would require the seller to provide a label for it's return. 

You say CS opened an A-Z claim requesting you return the tub, did they provide a label? If not what was the reason the A-Z was opened? 

For change of mind it should be that you wanted to return the goods and the seller didn't provide

A return address in the UK.

A valid prepaid return label for an International return (if the return address isn't in the UK).

A full refund of the item without requesting the return of the item.

For not as described it should be:

The item you received is damaged, defective, or not as described

AND you have requested a return more than 48 hours ago and the seller hasn't authorised your return request or did not resolve the issue to your satisfaction.

When I put in the return the only option to send it back was "use a courier" when I tried to use Evri because the seller had not provided a company name and no company name was found in the Evri search I could not return it, I went to Royal Mail for a quote and was told £56. The A-z is open because the have not provided the correct retrn details but after 3 days they keep closing it saying I have not returned it as requested. Amazon CS just keep saying we will reopen it and won't allow me to make a formal complaint saying give a-z another go. If the seller won't provide a correct name I cannot get a courier to return it even though I have a barcode label.

sheramber

How do I complain on Amazon for a refund?

Go to Your Orders. Locate the order. Select Problem with order.Select Appeal decision.

https://www.amazon.in

Appeal a Denied A-to-Z Guarantee Refund - Amazon Customer Service

Select "Problem with Order," choose your issue, and submit your request. Check the status in the same section. We'll review and respond within a week via email.

https://www.amazon.com

Request an A-to-z Guarantee Refund - Amazon Customer Service

How to speak to a human at Amazon UK?

see more. If you don't hear from them back, get in touch with Amazon. If you wish to speak to someone at Amazon, their phone number is: 02070847911.