Amazon help please

Stamarie

Please bear with me this could be a long post but I will try to break it down.

I purchased a firestick in March 2025 from amazon which stopped working a couple of weeks ago. I contacted amazon over live chat and they told me to return it along with the leads and remote and they would send a replacement.

I returned the whole firestick and accessories as requested but when the replacement arrived it was just a refurbished firestick with no leads or remote so I contacted amazon again.

I spoke on live chat and the advisor told me to order a whole new firestick and when it arrived to contact them for a full refund.

When I received I contacted them again by live chat and they told me they had processed the refund back to my card.

2 days later the item wasn't showing as refunded on my account and I hadn't received an email confirmation of the refund so I contacted them again.

After being passed around 6 different people they told me I had been given misinformation by the advisor that told me to buy a new one and I wouldn't be receiving a refund! The only way to get a refund would be to return the item. I said I was willing to do this if they provided a power lead and remote for the replacement they sent or let me keep the accessories from the one I needed to return but they have refused either.

I have screenshots of the chats telling me to purchase a new device,and send the accessories with my return but they are not budging and won't help.

I said I would have no choice but to ask my bank for a charge back but one of the managers I spoke to said if I do this they will mark the firestick as lost or stolen so it can't be used! 

I've tried emailing the managing directors email address but haven't received a reply. 

I also received an email to say I had reported my parcel as lost but they have proof I received it! I never once did this as I contacted them when I received it for the refund so obviously someone their end has falsely made the report.

Does anyone else know how I can proceed with this or a contact that will actually be answered.

Thank you 

MattMattMattUK

Stamarie said:

Please bear with me this could be a long post but I will try to break it down.

I purchased a firestick in March 2025 from amazon which stopped working a couple of weeks ago. I contacted amazon over live chat and they told me to return it along with the leads and remote and they would send a replacement.

I returned the whole firestick and accessories as requested but when the replacement arrived it was just a refurbished firestick with no leads or remote so I contacted amazon again.

I spoke on live chat and the advisor told me to order a whole new firestick and when it arrived to contact them for a full refund.

When I received I contacted them again by live chat and they told me they had processed the refund back to my card.

2 days later the item wasn't showing as refunded on my account and I hadn't received an email confirmation of the refund so I contacted them again.

After being passed around 6 different people they told me I had been given misinformation by the advisor that told me to buy a new one and I wouldn't be receiving a refund! The only way to get a refund would be to return the item. I said I was willing to do this if they provided a power lead and remote for the replacement they sent or let me keep the accessories from the one I needed to return but they have refused either.

I have screenshots of the chats telling me to purchase a new device,and send the accessories with my return but they are not budging and won't help.

I said I would have no choice but to ask my bank for a charge back but one of the managers I spoke to said if I do this they will mark the firestick as lost or stolen so it can't be used! 

Not only that, but they will close your account as well as potentially any other accounts at your address and blacklist you. I would strongly recommend against the chargeback for two reasons, the first being a complete loss of access to Amazon products and services, the second being that the bank will refuse it as you have the goods, regardless of the other messages you have.

Stamarie said:

I've tried emailing the managing directors email address but haven't received a reply. 

Does anyone else know how I can proceed with this or a contact that will actually be answered.

There is no point in that, raise a formal complaint with Amazon via their complaint escalation route on the site, keep going and eventually it will get escalated to a non-front line person and they will resolve it.

Stamarie

MattMattMattUK said:

Stamarie said:

Please bear with me this could be a long post but I will try to break it down.

I purchased a firestick in March 2025 from amazon which stopped working a couple of weeks ago. I contacted amazon over live chat and they told me to return it along with the leads and remote and they would send a replacement.

I returned the whole firestick and accessories as requested but when the replacement arrived it was just a refurbished firestick with no leads or remote so I contacted amazon again.

I spoke on live chat and the advisor told me to order a whole new firestick and when it arrived to contact them for a full refund.

When I received I contacted them again by live chat and they told me they had processed the refund back to my card.

2 days later the item wasn't showing as refunded on my account and I hadn't received an email confirmation of the refund so I contacted them again.

After being passed around 6 different people they told me I had been given misinformation by the advisor that told me to buy a new one and I wouldn't be receiving a refund! The only way to get a refund would be to return the item. I said I was willing to do this if they provided a power lead and remote for the replacement they sent or let me keep the accessories from the one I needed to return but they have refused either.

I have screenshots of the chats telling me to purchase a new device,and send the accessories with my return but they are not budging and won't help.

I said I would have no choice but to ask my bank for a charge back but one of the managers I spoke to said if I do this they will mark the firestick as lost or stolen so it can't be used! 

Not only that, but they will close your account as well as potentially any other accounts at your address and blacklist you. I would strongly recommend against the chargeback for two reasons, the first being a complete loss of access to Amazon products and services, the second being that the bank will refuse it as you have the goods, regardless of the other messages you have.

Stamarie said:

I've tried emailing the managing directors email address but haven't received a reply. 

Does anyone else know how I can proceed with this or a contact that will actually be answered.

There is no point in that, raise a formal complaint with Amazon via their complaint escalation route on the site, keep going and eventually it will get escalated to a non-front line person and they will resolve it.

Do you have a link or details for the amazon complaints escalation route? I have searched everywhere but can't find one. I did log a complaint via live chat but they wouldn't give me the complaints procedure

born_again

Stamarie said:

MattMattMattUK said:

Stamarie said:

Please bear with me this could be a long post but I will try to break it down.

I purchased a firestick in March 2025 from amazon which stopped working a couple of weeks ago. I contacted amazon over live chat and they told me to return it along with the leads and remote and they would send a replacement.

I returned the whole firestick and accessories as requested but when the replacement arrived it was just a refurbished firestick with no leads or remote so I contacted amazon again.

I spoke on live chat and the advisor told me to order a whole new firestick and when it arrived to contact them for a full refund.

When I received I contacted them again by live chat and they told me they had processed the refund back to my card.

2 days later the item wasn't showing as refunded on my account and I hadn't received an email confirmation of the refund so I contacted them again.

After being passed around 6 different people they told me I had been given misinformation by the advisor that told me to buy a new one and I wouldn't be receiving a refund! The only way to get a refund would be to return the item. I said I was willing to do this if they provided a power lead and remote for the replacement they sent or let me keep the accessories from the one I needed to return but they have refused either.

I have screenshots of the chats telling me to purchase a new device,and send the accessories with my return but they are not budging and won't help.

I said I would have no choice but to ask my bank for a charge back but one of the managers I spoke to said if I do this they will mark the firestick as lost or stolen so it can't be used! 

Not only that, but they will close your account as well as potentially any other accounts at your address and blacklist you. I would strongly recommend against the chargeback for two reasons, the first being a complete loss of access to Amazon products and services, the second being that the bank will refuse it as you have the goods, regardless of the other messages you have.

Stamarie said:

I've tried emailing the managing directors email address but haven't received a reply. 

Does anyone else know how I can proceed with this or a contact that will actually be answered.

There is no point in that, raise a formal complaint with Amazon via their complaint escalation route on the site, keep going and eventually it will get escalated to a non-front line person and they will resolve it.

Do you have a link or details for the amazon complaints escalation route? I have searched everywhere but can't find one. I did log a complaint via live chat but they wouldn't give me the complaints procedure

Only regulated area's (Banks, ins etc) need to have a complaints procedure & Amazon as other retailers do not fall under a regulated area.

I returned the whole firestick and accessories as requested but when the replacement arrived it was just a refurbished firestick with no leads or remote so I contacted amazon again.

I spoke on live chat and the advisor told me to order a whole new firestick and when it arrived to contact them for a full refund.

When I received I contacted them again by live chat and they told me they had processed the refund back to my card.

What exactly are they refunding you for?

MattMattMattUK

You need to go via "Contact us" but just keep pushing, tell them you want to escalate and eventually they will put you through to someone useful. 

Stamarie

born_again said:

Stamarie said:

MattMattMattUK said:

Stamarie said:

Please bear with me this could be a long post but I will try to break it down.

I purchased a firestick in March 2025 from amazon which stopped working a couple of weeks ago. I contacted amazon over live chat and they told me to return it along with the leads and remote and they would send a replacement.

I returned the whole firestick and accessories as requested but when the replacement arrived it was just a refurbished firestick with no leads or remote so I contacted amazon again.

I spoke on live chat and the advisor told me to order a whole new firestick and when it arrived to contact them for a full refund.

When I received I contacted them again by live chat and they told me they had processed the refund back to my card.

2 days later the item wasn't showing as refunded on my account and I hadn't received an email confirmation of the refund so I contacted them again.

After being passed around 6 different people they told me I had been given misinformation by the advisor that told me to buy a new one and I wouldn't be receiving a refund! The only way to get a refund would be to return the item. I said I was willing to do this if they provided a power lead and remote for the replacement they sent or let me keep the accessories from the one I needed to return but they have refused either.

I have screenshots of the chats telling me to purchase a new device,and send the accessories with my return but they are not budging and won't help.

I said I would have no choice but to ask my bank for a charge back but one of the managers I spoke to said if I do this they will mark the firestick as lost or stolen so it can't be used! 

Not only that, but they will close your account as well as potentially any other accounts at your address and blacklist you. I would strongly recommend against the chargeback for two reasons, the first being a complete loss of access to Amazon products and services, the second being that the bank will refuse it as you have the goods, regardless of the other messages you have.

Stamarie said:

I've tried emailing the managing directors email address but haven't received a reply. 

Does anyone else know how I can proceed with this or a contact that will actually be answered.

There is no point in that, raise a formal complaint with Amazon via their complaint escalation route on the site, keep going and eventually it will get escalated to a non-front line person and they will resolve it.

Do you have a link or details for the amazon complaints escalation route? I have searched everywhere but can't find one. I did log a complaint via live chat but they wouldn't give me the complaints procedure

Only regulated area's (Banks, ins etc) need to have a complaints procedure & Amazon as other retailers do not fall under a regulated area.

I returned the whole firestick and accessories as requested but when the replacement arrived it was just a refurbished firestick with no leads or remote so I contacted amazon again.

I spoke on live chat and the advisor told me to order a whole new firestick and when it arrived to contact them for a full refund.

When I received I contacted them again by live chat and they told me they had processed the refund back to my card.

What exactly are they refunding you for?

As they couldn't provide me with the leads and remote they told me to order a whole new device and then when it was delivered to contact them to refund it and then return their replacement  that came with no accessories .

born_again

Stamarie said:

born_again said:

Stamarie said:

MattMattMattUK said:

Stamarie said:

Please bear with me this could be a long post but I will try to break it down.

I purchased a firestick in March 2025 from amazon which stopped working a couple of weeks ago. I contacted amazon over live chat and they told me to return it along with the leads and remote and they would send a replacement.

I returned the whole firestick and accessories as requested but when the replacement arrived it was just a refurbished firestick with no leads or remote so I contacted amazon again.

I spoke on live chat and the advisor told me to order a whole new firestick and when it arrived to contact them for a full refund.

When I received I contacted them again by live chat and they told me they had processed the refund back to my card.

2 days later the item wasn't showing as refunded on my account and I hadn't received an email confirmation of the refund so I contacted them again.

After being passed around 6 different people they told me I had been given misinformation by the advisor that told me to buy a new one and I wouldn't be receiving a refund! The only way to get a refund would be to return the item. I said I was willing to do this if they provided a power lead and remote for the replacement they sent or let me keep the accessories from the one I needed to return but they have refused either.

I have screenshots of the chats telling me to purchase a new device,and send the accessories with my return but they are not budging and won't help.

I said I would have no choice but to ask my bank for a charge back but one of the managers I spoke to said if I do this they will mark the firestick as lost or stolen so it can't be used! 

Not only that, but they will close your account as well as potentially any other accounts at your address and blacklist you. I would strongly recommend against the chargeback for two reasons, the first being a complete loss of access to Amazon products and services, the second being that the bank will refuse it as you have the goods, regardless of the other messages you have.

Stamarie said:

I've tried emailing the managing directors email address but haven't received a reply. 

Does anyone else know how I can proceed with this or a contact that will actually be answered.

There is no point in that, raise a formal complaint with Amazon via their complaint escalation route on the site, keep going and eventually it will get escalated to a non-front line person and they will resolve it.

Do you have a link or details for the amazon complaints escalation route? I have searched everywhere but can't find one. I did log a complaint via live chat but they wouldn't give me the complaints procedure

Only regulated area's (Banks, ins etc) need to have a complaints procedure & Amazon as other retailers do not fall under a regulated area.

I returned the whole firestick and accessories as requested but when the replacement arrived it was just a refurbished firestick with no leads or remote so I contacted amazon again.

I spoke on live chat and the advisor told me to order a whole new firestick and when it arrived to contact them for a full refund.

When I received I contacted them again by live chat and they told me they had processed the refund back to my card.

What exactly are they refunding you for?

As they couldn't provide me with the leads and remote they told me to order a whole new device and then when it was delivered to contact them to refund it and then return their replacement  that came with no accessories .

How much was the refund?

Stamarie

born_again said:

Stamarie said:

born_again said:

Stamarie said:

MattMattMattUK said:

Stamarie said:

Please bear with me this could be a long post but I will try to break it down.

I purchased a firestick in March 2025 from amazon which stopped working a couple of weeks ago. I contacted amazon over live chat and they told me to return it along with the leads and remote and they would send a replacement.

I returned the whole firestick and accessories as requested but when the replacement arrived it was just a refurbished firestick with no leads or remote so I contacted amazon again.

I spoke on live chat and the advisor told me to order a whole new firestick and when it arrived to contact them for a full refund.

When I received I contacted them again by live chat and they told me they had processed the refund back to my card.

2 days later the item wasn't showing as refunded on my account and I hadn't received an email confirmation of the refund so I contacted them again.

After being passed around 6 different people they told me I had been given misinformation by the advisor that told me to buy a new one and I wouldn't be receiving a refund! The only way to get a refund would be to return the item. I said I was willing to do this if they provided a power lead and remote for the replacement they sent or let me keep the accessories from the one I needed to return but they have refused either.

I have screenshots of the chats telling me to purchase a new device,and send the accessories with my return but they are not budging and won't help.

I said I would have no choice but to ask my bank for a charge back but one of the managers I spoke to said if I do this they will mark the firestick as lost or stolen so it can't be used! 

Not only that, but they will close your account as well as potentially any other accounts at your address and blacklist you. I would strongly recommend against the chargeback for two reasons, the first being a complete loss of access to Amazon products and services, the second being that the bank will refuse it as you have the goods, regardless of the other messages you have.

Stamarie said:

I've tried emailing the managing directors email address but haven't received a reply. 

Does anyone else know how I can proceed with this or a contact that will actually be answered.

There is no point in that, raise a formal complaint with Amazon via their complaint escalation route on the site, keep going and eventually it will get escalated to a non-front line person and they will resolve it.

Do you have a link or details for the amazon complaints escalation route? I have searched everywhere but can't find one. I did log a complaint via live chat but they wouldn't give me the complaints procedure

Only regulated area's (Banks, ins etc) need to have a complaints procedure & Amazon as other retailers do not fall under a regulated area.

I returned the whole firestick and accessories as requested but when the replacement arrived it was just a refurbished firestick with no leads or remote so I contacted amazon again.

I spoke on live chat and the advisor told me to order a whole new firestick and when it arrived to contact them for a full refund.

When I received I contacted them again by live chat and they told me they had processed the refund back to my card.

What exactly are they refunding you for?

As they couldn't provide me with the leads and remote they told me to order a whole new device and then when it was delivered to contact them to refund it and then return their replacement  that came with no accessories .

How much was the refund?

It was £69.99

born_again

I guess that must be a 4K one then & that is the price they are on sale for now.
https://www.amazon.co.uk/Amazon-Fire-TV-Stick-4K-Max/dp/B0CW4BT33G/

Stamarie

born_again said:

I guess that must be a 4K one then & that is the price they are on sale for now.
https://www.amazon.co.uk/Amazon-Fire-TV-Stick-4K-Max/dp/B0CW4BT33G/

born_again said:

I guess that must be a 4K one then & that is the price they are on sale for now.
https://www.amazon.co.uk/Amazon-Fire-TV-Stick-4K-Max/dp/B0CW4BT33G/

Yes that's the one. 

the_lunatic_is_in_my_head

You might be best off sending a polite letter of complaint to their UK head office address as customer services are overseas with everything being script based and your problem is off the script.

One would hope someone with sense, or perhaps more accurately the authority, looking at your complaint would just refund you, £70 to Amazon is like you or I losing a penny, if that.