Amazon Damaged Item

Old_Lady65

Replace item damaged. Getting help on the item from their options. No phone number. Chat says as it’s bought from a third party, I should contact the seller directly, which I know from ML/MSE that’s not correct. However, I did text the seller following instructions on Amazon and the seller says I should contact Amazon. I don’t want to play this “ping-pong” game. Who’s got the responsibility for the damaged item? I think it relies with Amazon, am I right? Thank you. 

the_lunatic_is_in_my_head

Hello OP

There is 3 ways to buy on Amazon

1) From Amazon themselves
2) From 3rd party sellers with the order fulfilled by Amazon
3) From 3rd party sellers with the order fulfilled by the seller.

Your order will say sold by xx and fulfilled by xx.

For option 2 Amazon handles things such as returns, for option 3 the seller does but if they aren't doing as required Amazon has the A-Z guarantee:

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV

If your order was option 3 then the seller should provide a pre-paid label for the return of a damaged item, if you have contacted them via Amazon's messaging service and they haven't resolved have a read of the above and follow the instructions  

born_again

Go into you amazon account & orders. It will give the details you required to find seller.

Many amazon sales are via marketplace. So the responsibility is with the seller, not amazon.

MattMattMattUK

Old_Lady65 said:

Replace item damaged. Getting help on the item from their options. No phone number. Chat says as it’s bought from a third party, I should contact the seller directly, which I know from ML/MSE that’s not correct. However, I did text the seller following instructions on Amazon and the seller says I should contact Amazon. I don’t want to play this “ping-pong” game. Who’s got the responsibility for the damaged item? I think it relies with Amazon, am I right? Thank you. 

If you bought from a third party seller then you need to deal with the third-party seller, in that situation Amazon is the platform and potentially the shipper. You should contact the third party seller via Amazon, so that Amazon can step in with A>Z if needed. 

DeathByFluffy

I'm not sure which advice you've mis-interpreted, but your rights are with the seller - not Amazon if you purchased it from a 3rd party (which it sounds like is the case). 
You need to take it up with them; Amazon are just the marketplace and you have no rights with them. 

TheComplaintGuy

Amazon can be awkward with this kind of thing.

The key bit is whether it was sold by Amazon or by a marketplace seller. If it was Amazon Retail, then it’s their responsibility to sort it out — they shouldn’t be sending you round in circles between themselves and the courier.

If it was a marketplace seller, you still have rights, but Amazon sometimes get a bit picky about how things are explained before they’ll step in.

In situations like this it usually works best to keep it very simple: “The item arrived damaged. I’m rejecting it and want a refund.” Don’t get dragged into arguing about who damaged it — that’s for them to sort out on their side.

If you can confirm whether it was Amazon Retail or a seller, it’s easier to know the best route to take next.