How to officially complain to Amazon for overdue refunds....

Sam_Bam

Hi Forumites
Really need any advice on where to go to complain about £500 worth of  Amazon refunds that haven't been made for almost 1 year now.....

My dad placed approx 37 orders with Amazon on May 17th 2024 for three different items. We now know that he had the start of dementia. 

My mum realised when the orders started arriving by the truck load that there was a problem. She accepted the first couple, then refused to accept delivery of the rest, so they went straight back on the same van.

No refunds were ever issued - around £700 worth of goods.

When I eventually managed to get into my dad's email and Amazon accounts in July 2024 I requested refunds for all of these orders. Amazon sent me forms to fill out for each order!

I managed to get the forms done and send them back whilst at my parents. Amazon issued refunds for around 7 of the orders, and told me that the other refund request forms lacked information.

Since then I must have spoken to Amazon 10 times regarding these refunds, only to be fobbed off by several different excuses. Each 'live chat' or conversation with a person takes around 40 minutes as I have to start from the beginning each time, and I get nowhere.
I have been given email addresses to send details to, and my emails just bounce back. 

I have written an email outlining all of the details, and a list of all of the orders, so I now need to try to take this higher than Amazon Customer Services.
So, does anyone have any contact details (email address/postal address etc) for official Amazon complaints, please.
Thanks.

eskbanker

As discussed in other threads such as the one below, Amazon, as a business operating in an unregulated sector, isn't required to have an 'official' complaints procedure, so you're left with trying to work around their published process by identifying named senior individuals there and similar, although it's unclear if this actually works....

https://forums.moneysavingexpert.com/discussion/6569654/amazon-complaints-procedure

elsien

A post in December 2024 said that this email address was still working at the time.

 managingdirector@amazon.co.uk.

Sam_Bam

Hi everybody

It's now nearly 2 years since Amazon have not refunded my parents for around £500 worth of orders that were sent straight back with the courier.

Sadly, my dad has now died without being reimbursed.

I have gone back to Amazon on several occasions, and sent a letter to their HO with Resolver's advice. Amazon responded to the letter and I seemed to be getting somewhere, then I ended up back with non-existant email address, and excuses from them.

Surely they can't be operating in the UK with no proper complaints procedure in place. They are not registered with Resolver or Consumer Dispute Resolution. Can Amazon UK just do as they please?

Basically they have not refunded goods returned on the same day they were delivered (see 1st message above) Surely this is illegal? It's certainly immoral.

Can anybody give any helpful advice, PLEASE.

Many thanks

Jumblebumble

I would contact Amazon Bereavement support if you have not already done so.

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=TzcJJiVFnIi3pG2yDA

Caveat I have no idea if this will be effective but I do know that many companies are very mindful of doing the right thing

Prime example

Family member renews TFL annual season ticket

Passes away 2 week later

TFL on being sent death certificate refunded in full with no deduction for 2 weeks use

eskbanker

Surely they can't be operating in the UK with no proper complaints procedure in place. They are not registered with Resolver or Consumer Dispute Resolution. Can Amazon UK just do as they please?

That was explained in the earlier post…

Sam_Bam

https://forums.moneysavingexpert.com/discussion/comment/81970465#Comment_81970465

Thanks, Jumblebumble. Will try that route…….

Ergates

Surely they can't be operating in the UK with no proper complaints procedure in place

Surely they can as there is no legal requirement for them to have one.

DeathByFluffy

https://forums.moneysavingexpert.com/discussion/comment/81970454#Comment_81970454

You have had advice earlier in the thread clarifying that they don’t need to have a complaints process or use ADR.

Isthisforreal99

To be honest it was not wise to just refuse delivery as then you have no control. Ordering from Amazon could entail ordering from a 3rd party seller so you are possibly dealing with a multitude of sellers.

Sam_Bam

https://forums.moneysavingexpert.com/discussion/comment/81972741#Comment_81972741

Just for your info, my mum starting refusing deliveries at point of delivery once she realised that my dad had placed several orders for the same things.

She was my dad's carer at the time, he had just come out of hospital, and we learnt afterwards that he was suffering with hospital dimentia/early Alzheimer symptoms.

Also, my mum is severely visually impaired, so accepting the orders then going through the process of returning them with returns labels etc would have been extremely complicated, if not impossible for her. She was already dealing with a very stressful and exhausting situation.

So, whether her decision was 'wise' or not is not really relevant. Thanks for the comment, but not sure how it's helped me unless you have a time machine………..