Amazon TV Not Arrived and Can't Cancel

vonsworld

I ordered a TV from Amazon almost 2 weeks ago, it stated next day delivery but it didn't arrive. The website shows that it has not been shipped.

The TV is from a 3rd Party seller, so I contacted them and they told me that Amazon has all the stock in their warehouse so they handle delivery.

I've tried to cancel the order several times but Amazon says it's in "Advanced Shipping" and they can't cancel it. So when it arrives I must refuse delivery and I'll then get a refund.

However it still hasn't been shipped and the TV now shows as out of stock on their website.

So what can I do next? I can't cancel the order, and cannot refuse delivery when it never arrives!

I paid by credit card, so maybe I could ask them to freeze the transaction so I don't have to start paying for it?

MattMattMattUK

vonsworld said:

I ordered a TV from Amazon almost 2 weeks ago, it stated next day delivery but it didn't arrive. The website shows that it has not been shipped.

The TV is from a 3rd Party seller, so I contacted them and they told me that Amazon has all the stock in their warehouse so they handle delivery.

I've tried to cancel the order several times but Amazon says it's in "Advanced Shipping" and they can't cancel it. So when it arrives I must refuse delivery and I'll then get a refund.

However it still hasn't been shipped and the TV now shows as out of stock on their website.

So what can I do next? I can't cancel the order, and cannot refuse delivery when it never arrives!

Is the order fulfilled by Amazon, is it fulfilled from the UK or from the EU or another territory?

vonsworld said:

I paid by credit card, so maybe I could ask them to freeze the transaction so I don't have to start paying for it?

If you do then Amazon will close your account and blacklist you so probably not the best move at this stage. What do you mean by "start paying for it", are you paying interest on this transaction rather than clearing it in full?

TheComplaintGuy

If the TV hasn’t been delivered, Amazon can’t refuse cancellation indefinitely.

Under consumer law, if goods aren’t delivered within the agreed timeframe (or within 30 days if no date was agreed), you’re entitled to cancel and receive a refund.

A few practical steps that usually work:

1. Ask Amazon to confirm in writing that the item has not been delivered.

2. Send a short formal cancellation/complaint stating:

   • the item hasn’t arrived,

   • you no longer consent to delivery, and

   • you’re requesting a refund.

3. If they still refuse, escalate it as a formal complaint, not a chat query.

Amazon normally resolves these very quickly once it’s framed correctly.

the_lunatic_is_in_my_head

If you buy from Amazon they only accept your offer upon dispatch, not sure about 3rd party via FBA, if that is the case also Amazon should be cancelling but this is the problem with Amazon, they ignore such things.

Credit card company will process a chargeback for non-receipt, however if you withdraw your offer there won't be a contract and Section 75 will not apply. 

born_again

Amazon take payment on dispatch. So nothing should have left your account.

Checking Amazon even as a Prime member delivery is stated as before christmas, & could not find any Fire TV that were not sold & shipped by amazon.

DeathByFluffy

born_again said:

Amazon take payment on dispatch. So nothing should have left your account.

Checking Amazon even as a Prime member delivery is stated as before christmas, & could not find any Fire TV that were not sold & shipped by amazon.

That used to be the case, but for about a year now they've taken payment (from me, anyway) when the order is placed - even on things that are on back-order.

ButterCheese

The same happened to me, it was a monumental mess-up but in the end I just phoned customer service and spoke to a human, they eventually sorted it.  If you keep ringing then they are likely (as in my case) to just confirm a refund.  You can stay on the phone until you receive the email just to be safe that you have it in writing. I even received the TV after they'd refunded me, and I could have kept it, but I made sure they arranged for collection if they wanted their TV back.

In my experience the humans are very good but the chat/bot method is poor and frustrating.

HopeAndDriftWood

This happened to me with Amazon recently; although for a kids thing. I couldn't cancel as it said it was in advanced shipping; but it didn't dispatch either.

Eventually it sent me an email apologising for the delay and saying I could cancel, but then declined the request. A week later, it allowed me to process a refund.

The item showed up weeks later, and Amazon arranged to return it.

dumpster_fire2025

DeathByFluffy said:

born_again said:

Amazon take payment on dispatch. So nothing should have left your account.

Checking Amazon even as a Prime member delivery is stated as before christmas, & could not find any Fire TV that were not sold & shipped by amazon.

That used to be the case, but for about a year now they've taken payment (from me, anyway) when the order is placed - even on things that are on back-order.

They place a hold immediately, however that is not the same as actually debiting the account.

Jenni_D

dumpster_fire2025 said:

DeathByFluffy said:

born_again said:

Amazon take payment on dispatch. So nothing should have left your account.

Checking Amazon even as a Prime member delivery is stated as before christmas, & could not find any Fire TV that were not sold & shipped by amazon.

That used to be the case, but for about a year now they've taken payment (from me, anyway) when the order is placed - even on things that are on back-order.

They place a hold immediately, however that is not the same as actually debiting the account.

That would indeed seem to be the case ... and it seems that they debit when all order items have been dispatched; I have a current order for 3 items, 2 items have been dispatched (though not yet marked as Out For Delivery, but due today) and the other item is not due until Thursday ... the full total shows in my banking app as Pending.