Amazon refusing refund for undelivered item

askew_recriminat

Hello,

I am a student with very little money who recently placed an order on Amazon costing £105. Shortly after placing the order I attempted to cancel it because of the expense, but was declined. I contacted a customer service agent appealing this and they said they would attempt to contact the vendor directly to cancel it.

The order was due to be delivered two days after placing it. Later on the day I placed it, however, it was marked as delivered. There is absolutely no tracking information available, and it simply says 'VOC' (vendor's own carrier). Needless to say, it has not been delivered to me and I have no reason to believe a delivery was ever even attempted at my building. The neighbours opposite have a doorbell camera facing my front door which they allowed me to check and no couriers present, and nobody can be seen with the package on the day. After I placed the order it also said a code would need to be given on receipt - which was not given.

Initially the customer service agreed to refund me, but I then got a copied and pasted email from Amazon's account services division cancelling this and suggesting I was breaking their policies with refunds in bad faith.

This has left me with almost no money and without even the item I was willing to suffer a little this month for. I have called and emailed but the customer service team are powerless to do anything and when I email the people that can do something, all I get is the same copied and pasted email.

If anyone has any advice or can help it would be much appreciated. Thanks

Arunmor

Who did you buy from Amazon or a reseller? If a marketplace seller, as I suspect you need to contact them directly.

You also say:- " I was breaking their policies with refunds in bad faith." That sounds like you make a lot of returns. Can you live without Amazon? If not be very careful, it sounds like you are very close to having your account closed.

askew_recriminat

From Amazon. I haven't made lots of returns/refunds at all. I've made two historically, both of which were in good faith.

I've done nothing wrong and they are keeping my money for an item they didn't even attempt to deliver

Alderbank

.….I contacted a customer service agent appealing this and they said they would attempt to contact the vendor directly to cancel it.…

With respect, are you quite sure you bought directly from Amazon themselves and not from a third party vendor?

eskbanker

OP - perhaps worth sharing a link to the Amazon listing, if it's still there, or if you are unable or unwilling to, sharing the section that differentiates between 'sold by' and 'dispatched by'?

There'll be a reason why Amazon refers to the vendor as a separate entity…

bluemonday24

I’d stop focusing on the cancellation and make it clear that the item was never received. Submit an Amazon A-to-z Guarantee claim and include the lack of tracking, the unused delivery code and the doorbell-camera evidence. If it’s rejected, appeal the decision.

If Amazon still refuses, contact your bank and request a chargeback for goods not received. If you paid by credit card, also ask whether a Section 75 claim applies, as the item cost more than £100.

Alderbank

If Amazon still refuses, contact your bank and request a chargeback for goods not received.

You can ask of course but since the order was delivered (just not to you) I don't think a chargeback will succeed.

askew_recriminat

Yes I've just been calling every day and replying to their email. I was unaware of the a-z guarantee claim so I will do that now.

I am not sure whether it is sold directly by Amazon, sorry - I assumed it was. I am not allowed to post links here yet unfortunately. But it can be found under this text: (the price has since gone up) https://www.amazon.co.uk/dp/B0DK1YKGR3?ref=ppx_yo2ov_dt_b_fed_asin_title&th=1

Many thanks for your answers so far

Alderbank

That page says it was sold by Oslo's. There is very detailed business information about the seller.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82070576#Comment_82070576

That listing (for a Samsung smartphone) shows as being sold by a supplier called PrimeVital, and there are nine other sellers linked too (the cheaper price may have been a different one), but none is Amazon themselves.

This really matters, as it means that your consumer rights are with the actual seller, not Amazon, although the latter does have various additional policies that may help (albeit the earlier posts suggests that they may not apply).

born_again

https://forums.moneysavingexpert.com/discussion/comment/82070561#Comment_82070561

Only if there is no P&P in the £105 & it is not a marketplace seller.