Amazon refund help

allans31

hello. I will start by saying I am losing the will to live with Amazon customer services.

in march I purchased a laptop from Amazon.. in early September that laptop would not turn on so I reported it to Amazon who said I needed to rerun it for a repair.

I followed the instructions.printed the label out took it to the post office, paid for the postage and sent it back. The item arrived the next day and was delivered on the 16/09/2026.

It was sent to GXO tech service-Amazon. Somewhere in Oldham.

On the 18/09 I received a email form GXO tech services saying they had my item and would start the repair.

On the 29/09 i received another email from GXO saying the item could not be repaired and I would be getting a full refund of Amazon in the next 5 working days

I have since contacted Amazon on 5 occasions.

Here are some of the things they said.
the refund team will ring you back in 24 hours! 4 times they have said this and no one has rang.

we don’t know who GXO are 2 times ! Funny because the return label clary states GXO ltech services Amazon. And this label is still accessible on my account.

The item hasn’t been retuned yet. Despite all the emails and tracking. I have sent to them via emails stating they have the item.

There is clearly a break down in communication with the repair team, the customer service team and the refund team but despite numerous emails and calls I am no further on with this

and to top it off I have been told the item has been disposed off so in short i purchased a item that was faulty, returned it as instructed, received emails saying it can’t be fixed and I would get a full refund but no one at Amazon can or will issue this refund.

Any help or advice would be greatly appreciated.

Glad

Was the laptop actually sold by Amazon or by a third-party seller on Amazon? That could make a difference to who is legally responsible.

But I'd be thoroughly fed up too, especially as you've done everything Amazon asked you to do and have written confirmation that the laptop was received, couldn't be repaired and that you'd be refunded.

I wouldn't waste any more time going round in circles with customer services. I'd make a formal written complaint to Amazon, setting out the dates you've given here and attaching the tracking information, proof of delivery and the emails from GXO, particularly the one promising a full refund within five working days.

I'd ask for the refund to be processed within 14 days, along with reimbursement of the return postage you paid.

Under the Consumer Rights Act 2015, your rights are against the retailer, not the repair company they've chosen to use. If Amazon arranged the return to GXO, any communication problems between them are for Amazon to sort out, not you.

If you still get nowhere, I'd consider a chargeback through your bank or a Section 75 claim if you paid by credit card and the laptop cost over £100. I'd also contact Citizens Advice for guidance on taking things further.

allans31

https://forums.moneysavingexpert.com/discussion/comment/82168321#Comment_82168321

thank you for the advice and i will keep it mind for the future.

i have just received a call from them asking them if i could give them the order number for the item.

i asked them if they had received my email with all the information(screen shots of the emails and labels etc) i sent 10 days ago, he said yes but we haven't looked at it yet. i suggested they have a quick read of it. i was put on hold and when he came back apologised and a full refund is to be given. i asked for email confirmation of this.

i get mistakes happen but their are some serious issues at that company between interdepartmental communication.

i would say do you think amazon have people monitoring these forums but for a trillion pound company its small fry for them

again thank you for your advice

RFW

https://forums.moneysavingexpert.com/discussion/comment/82168359#Comment_82168359

I deal with Amazon on a daily basis, as a seller, and they have little to no real people dealing with anything any more and certainly don't have anyone who really cares what happens. You just need to think of Amazon as a faceless machine. There are a few ways to get through to someone real who may deal with a serious problem but they do make it as tricky as possible and deliberately so.
Also keep your eye on the refund and make sure it arrives, it doesn't always. If it doesn't arrive come back here or message me and I'll let you know what to do next.

Okell

Shouldn't this thread be on the Consumer Rights board?

I'll ask for it to be moved