Posted 3 August 2020
Amazon Return - Item is missing from the box
Hi All,
I returned one portable SSD drive to Amazon using THEIR QR code/Royal Mail prepaid returns label. 2 weeks after it was returned to the warehouse (according to the tracking) I received this email
"Hello,
We are writing to let you know that we received only cables instead of the original item, XXXXX, in your return of order # XXXXXXXX
We cannot issue a refund for this order until we receive the correct item. Please return it to us if you want to receive the refund.
We expect and understand the occasional problem with a return. However, there have been repeated problems with returns on your account. We want to bring this to your attention because continued failure to follow our policies may result in you no longer being able to buy on Amazon.co.uk.
You can review our return policies in the Returns, Refunds and Title section of the Conditions of Use, available at the link below:
amazon.co.uk/hel…use
To appeal this decision, please reply to this email to reach an account specialist.
Sincerely,
Account Specialist
Amazon.co.uk
amazon.co.uk"
Note - no history of 'repeated problems with returns on your account' as I only ever returned one other item and that was received and processed with no issues...
I've responded to the email with proof of posting which has the package weight and no response for over a week.
Reached out to regular customer service but the response is pretty much the same....please get in touch with courier, goodbye. Surely they should get in touch with their appointed contractor, not the customer...
Not really sure what to do here, I always almost return items in store when possible, to avoid issues like this - is there an executive email I can reach out to?
I returned one portable SSD drive to Amazon using THEIR QR code/Royal Mail prepaid returns label. 2 weeks after it was returned to the warehouse (according to the tracking) I received this email
"Hello,
We are writing to let you know that we received only cables instead of the original item, XXXXX, in your return of order # XXXXXXXX
We cannot issue a refund for this order until we receive the correct item. Please return it to us if you want to receive the refund.
We expect and understand the occasional problem with a return. However, there have been repeated problems with returns on your account. We want to bring this to your attention because continued failure to follow our policies may result in you no longer being able to buy on Amazon.co.uk.
You can review our return policies in the Returns, Refunds and Title section of the Conditions of Use, available at the link below:
amazon.co.uk/hel…use
To appeal this decision, please reply to this email to reach an account specialist.
Sincerely,
Account Specialist
Amazon.co.uk
amazon.co.uk"
Note - no history of 'repeated problems with returns on your account' as I only ever returned one other item and that was received and processed with no issues...
I've responded to the email with proof of posting which has the package weight and no response for over a week.
Reached out to regular customer service but the response is pretty much the same....please get in touch with courier, goodbye. Surely they should get in touch with their appointed contractor, not the customer...
Not really sure what to do here, I always almost return items in store when possible, to avoid issues like this - is there an executive email I can reach out to?
Community Updates
14 Comments
sorted byI keep item in shot until it’s been opened and checked.
For returns I do the same thing.
I include the box wrapping and weighing, sign the tape / seal.
I do this as had issues with returning a sat nav that went missing.
I was Lucky the Weight showed that it was in the box when shipped.
Also a scammer sent my books instead of iPad Pro, eBay refused to sort it out.
Said I lied, was trying to scam them.
I up loaded the video of delivery and unwrapping, boy did they back down quickly and eat humble pie in a hurry.
Even got £30 good Will gesture from them for accusing me of being a thief.
This is just crazy OTT I couldn’t imagine recording my deliveries... Who is to say you haven’t already received it and then recorded your mate delivering the item, which has now only got half the goods inside... Your recordings don’t prove anything, and seem a complete waste of time and effort (in my opinion).
Briefly ( ! ):
send non-rambling bullet-pointed 7-day LBA to include statements of:
no response received to earlier message sent (enter date)
reference to Amazon's standard bull not-received nonsense
reiterate package weight indicates item included
buyer's responsibility ended when buyer's weight-verified package was accepted by Amazon's representative (the Amazon-employed courier)
show gesture of goodwill by offering to sign affidavit / statement of truth doc (Amazon absolutely adores SoT docs)
then finish with this subtlety:
state date of return &:
"the date of this LBA communication is dd mm yyyy which is nn days since the item transferred to your possession at the point when your representative accepted the package.
Amazon is reminded of its obligations under The Consumer Contracts Regulations 2013 that states:
...reimbursement must be without undue delay, and in any event not later than... 14 days after the day on which the trader receives the goods back, or if earlier, the day on which the consumer supplies evidence of having sent the goods back...
legislation.gov.uk/uks…ade
This reimbursement to gift card balance is clearly overdue by nn - 14 days.
I expect to receive prompt full reimbursement prior to (date of LBA + 7) to avoid initiating recovery options against Amazon.
Regards "
Amazon will ignore above and / or silently effect refund and / or close your account and wait for you to follow through with your recovery option(s).
Clearly it is worth doing it if you were likely to be scammed out of an ipad! - for the sake of 2 mins of recording they guy got his money back, a bonus payment and proof he wasn't a cheating lying thief (edited)
What I mean is that for Bigwheels, he had sufficient proof to submit to ebay that proved he didn't try to steal an item and say it never arrived and ebay clearly took his side. I agree it's a bit of a faff but that one story proves it could be worthwhile doing, at least for Bigwheels. (edited)
Paid by gift card balance unfor
To be honest SSD's are light and the cables are probably heavier, but you can blag that with the guy in their chat centres.
Say you are offended by their tone on the email.
You will end up with a chat apology and a £5 credit. The person on the chat is marked and will not want a negative score.
I do know people who have had their Prime accounts closed completly for too many returns, but I'm sure it's not the case here.
Ofm@amazon.co.uk
Remember to include account details and order number
Hope you get this sorted!
Now consider the number of returns amazon deals with, say only 1% of those require a specialist to review. I would say they’re busy.
Have patience, if you want send an email to customer services explaining you want to speak to an account specialise.
Regardless this isn’t something that can be fixed in 2 minutes
Why would you wait I’d be wanting this dealt with ASAP.
Only things of value, like £600 ipad and a rear light for my car that costs £450
It proves nothing though, as I explained in my first post