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Posted 7th Dec 2022
So has anyone had such a bad time with Amazon regarding a return, I bought some AirPods Pro from Amazon back in September (launch day I think), they wouldn’t charge with the lighting cable, contacted Amazon sent them back a few weeks ago my only option being a return with Evri….in typical Evri/Hermes fashion they’ve managed to loose them or something as the tracking stopped and they weren’t picked up for over a week. I’ve contacted Amazon and they are point blank refusing to do anything about it and keep telling me to wait until they are returned. Stupidly I put them on a payment plan so now I’m stuck with that so no easy way of a chargeback through the bank, I wouldn’t know how to even proceed with that because obviously it’s multiple transactions and it’s not even finished yet and it would probably get me banned from Amazon, I don’t know what to do. I understand that they are probably classed as a high risk item but this is just ridiculous. I don’t know what to do or how to proceed, I don’t need this type of stress with everything else going on in my life, just some advice would be great, what would you do? I’m I covered by any laws or anything? I’m usually good with things like this but I can’t think straight at the moment.
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OP text implies Amazon contracted the courier and there is a record that the courier / courier's agent has receipted the package "few weeks ago".
Both those observations effectively absolves the sender of any further responsibility.
OP may now reject the non-conforming goods, as:
contractually OP has
Consumer Rights Act Section 19 (3)(b) archive.ph/ahcuv
and the trader must
CRA Section 23 (2)(a) archive.ph/sTnzx
The buyer can notify the trader of final right to reject because
CRA Section 24 (5)(c) archive.ph/ZEzDK
Could attempt to formally notify the trader of final right to reject via Amazon chat / messaging but not ideal (Amazon chat jockeys generally have zero training / perception of Consumer Rights Act) so may need to instead write to the trader's address as stated on the invoice, where the invoice is accessible via Amazon order history.
No need for a rambling story, just the order ref and a few dated bulletpoints culminating in RTR notification.
Regardless, it would be prudent to initially both notify the ignorant Amazon chat jockeys about the intention to exercise final right to reject and to request that phrase is escalated up the hierarchy.
Automated payments should cease when the trader acknowledges the RTR which should also trigger refund of any historical payments.
Highly unlikely any of above above will be plain sailing.
OK, respect to the trader for offering a refund when only a repair or replacement was due, in which case modify the message to be sent to chat and optionally any letter to be sent to trader's reg office:
Based on CRA Section dullness blah:
archive.ph/UYRYL
Just put your headphones on listen to music and pretend all these problems don't actually exist
Or dig a big hole and put your head in it and only come out when everything's better
The product quality and durability obligations are with the (unstated) trader that sold the non-conforming product to you and exist for up to 6 years from receipt, unless you live in Scotland.
Trader is also obligated to arrange/pay for any and all shipping requirements to fulfill its obligations.
Evri even flat out lied about attempting one collection when I was at home waiting.
I eventually asked if another company could be used and asked for DPD, which they agreed to. And they turned up the next day, job done.
But then I've also had trouble after returning an M.2 SSD to them which is still ongoing. I had removed the label on the SSD to install it into the device I had also bought, but when I checked with Amazon before returning it, I explained this fully and they said it was fine and agreed to the return.
A few weeks later I get an email saying they'd received the item and that since it was the wrong one, they'd binned it and were "inviting" me to return the correct one or they'd recover the refund they'd already issued. I appealed the decision and got an email back saying that they'd rejected the appeal, their decision was final and any further emails wouldn't be responded to.
Emailed Jeff himself and someone got in touch with me to suggest that they'd drawn a line under it and accepted my explanation, that was until 2 days ago when I got another reminder to return something I'd already returned or else.
If Amazon then they should deal with it.
If yourself then surely in the first instance you should be chasing evri not Amazon?