Hello All, Last monday brought a mobile phone online from amazon approx £90.00, selected one day delivery and the parcel arrived the next day, when i got home from work i opened the box and thought rather light, when i opened the package using the tear strip the mobile phone box was inside but the void seal broken i opened up the box all the other content there but no phone, called amazon told have to open investigation and wait 48 hour, thursday came called amazon yet again, told me to call back in an hour, did this and was told by amazon that there investigation is complete and they are happy the phone arrived , i told them it surely didn't so they told me they would email me the next step, the next step is to contact the police and file a crime report and send them a fully copy of the crime report, I was furious by this time so decided to head to the amazon depot, when i got there the security guard got one of the managers down he said it was wrong how i was treated and took the package and remaining contents from me and said he'd be in touch and investigate things his end and get me a replacement asap, This didn't happen at all, so know im left with nothing at all, i contact the police and they told me there is no crime to report as its a civil matter ??? What can i do next to resolve this ? i help me out guys pleaseeeeeee

Hi all, I bought an exercise bike last April online from Amazon using a 3rd party seller. The braking system has developed a fault which means now the bike is useless as pressure can no longer be applied to the spinning wheel using the friction pad. I have unscrewed the braking system today, it is an extremely simple mechanism using a bolt and a nut and a couple of springs. I have discovered that the nut that screws onto the bolt which you turn to control the tension is slipping which means that no pressure can be put upon the brake pad. Here is a vid I have made today showing the nut slipping along the bolt which clearly shouldn't be the case:- sendvid.com/d459adnc And a pic showing the nut and bolt:- I am currently awaiting reply from the comapany after sending them the video this morning. So the question is am I protected by any consumer law? as I believe this to be a manufacturing defect as in my eyes a metal nut and bolt should not become loose like that in such a short amount of time with. Thanks

Hi, I will really appreciate your guidance, suggestions and help please. Bought LG G3 phone in June last year from amazon.co.uk for £234.93 (Sold by FRElectronics:Fulfilled by Amazon) and paid by Capital One credit card, it came with a 2 years warranty. I use all my things very carefully and was very careful with the phone; within a couple of months noticed that it overheated every now and then and upon searching online saw it was a common problem with LG G3 but as the phone was at least operational I kept on using it. Earlier this year the screen became yellow at one spot on left side and it seemed that it was also a common problem, I contacted LG support and they said it will have to be inspected at their service centre and since I was out of the country at that time I thought when I will return to UK I will get it checked by them since the warranty is valid till June 2017. Last month it stopped working just like that, I had put it on for charging and later on when checked it won’t work and showed blue screen and sometimes even the blue screen didn’t show. I tried all possible things that were suggested in different forums like taking the battery out and restart etc nothing helped. Contacted LG support through their website and they said they will have it collected and repaired, they got it collected through DPD after about 10 days I got a notification that it’s being sent back. When I collected it, I was very disappointed to see that they have not repaired it and just sent a note that states: “Out of Warranty Inspection Report We have inspected your LG mobile and regret to inform you that due to our findings of liquid damage we are unable to accept repair under LG’s warranty policy. Faults/Found Evidence of liquid residue found. Comment Unit is deemed to be beyond economic repair and out of warranty” I called up their support line straight away and guy on the phone said nothing can be done as its liquid damage, I said to him that it never fell down in water etc and he said that it could happen even with small amount of moisture/dampness entering the phone which gradually expands. I am not happy with the response I got and also do not agree with their findings and advice. I need advice/suggestions as to what shall be the best course of action to resolve the issue and either get my phone fixed, replaced or refunded. 1. Shall I contact LG again? Although I don’t think they will do much as the guy said nothing can be done. 2. Contact Capital One as paid through them and it was £234. 3. Contact Amazon I understand that after 6 months things may become slightly more difficult but like I said above I was always careful with the phone and experienced the heating issues within the first couple of months and subsequently yellow spots afterwards and then finally it stopped working. In my experience the phone design and hardware is faulty as I am not the only one who experienced these issues. Looking forward to your help. Thank you

Previously loyal disabled customer harassed, bullied and ripped off by Amazon Unfortunately our trusty old laptop was failing and needed replacing.As this was a desktop replacement we required something of a suitable size and standard.This does not come cheap. As this was a considerable investment for us and having been a previously loyal Amazon customer for many years, we decided to purchase from Amazon based on (an apparently incorrect) perception that if there was a problem with the purchase then we would have good support and come back if required.We did however have reservations due to Amazon’s seemingly increasing controversies (taxation, employee treatment, PRIME etc). We decided on a particular laptop model and specification but unfortunately it was out of stock new.It was however listed as available from Amazon Warehouse in ‘very good’ condition with ‘original packaging’.Having not purchased from Amazon Warehouse before, we were concerned by the low customer rating of 89% but could not access any actual reviews of them.The website did claim that the purchase came with ‘all the benefits of Amazon.co.uk fulfilment and customer service’ and ‘All of our products are backed by Amazon's satisfaction guarantee’.Unfortunately we were mislead by these false claims and made the purchase. At time of purchase a ‘not before’ delivery date was agreed in writing with Amazon.According to logs this was ignored/not actioned and attempt to deliver was apparently made by Amazon’s contracted courier Hermes. Because we were away, Hermes apparently proceeded to trespass around the property and attempted to gain access to various locked outbuildings. Apparently after failing to gain access, Hermes abandoned the expensive and fragile laptop in an outdoor area at the back of the property – exposed to the winter rain and cold.A crossed out ‘Next Directory’ calling card was later discovered through the letter box (despite this being an Amazon purchase). When I learnt of this attempted delivery through online tracking, I emailed Amazon customer service but they did not seem to understand and instead attempted to send Hermes around to trespass again.With considerable concern for both the security of the property and of the expensive purchase, I had to write a formal complaint to Amazon ‘complaints’ in order to stop this.We received a basic response from a Paul Grech of ‘Executive Customer Relations’. When we later returned to the property and located the abandoned delivery, it was completely soaked through with water and just collapsed when we tried to move it, and all the loose items fell out.At this point we realised that the item had also been falsely advertised.It was not in its original packaging at all (with the extras and value that entails), just the basic laptop loose in a brown box. An update to Mr Grech was supplied with photos and evidence (including the ‘Next Directory’ calling card).We reasonably expected the matter to be suitably resolved. To our disgust instead of a resolution, we received a rude, sarcastic and dismissive response from Paul Grech.He did not take the matter in any way seriously (ignoring the facts and evidence) and seemed to show an utter contempt for us.He also apportioned blame to us for only selecting ‘economy‘ delivery in an apparent attempt to up sell PRIME.He refused to allow us to return the item by suitable means, he refused to provide any replacement or alternative, he then attempts to bully us into keeping it as is. Paul Grech either has no knowledge or no concern for statutory rights, property rights, or disability rights. I then attempted to escalate the matter to the respective heads of Amazon; Mr Christopher North [email protected] and Mr Jeff Bezos [email protected] both Mr North and Mr Bezos did not feel that we warranted a response.To my surprise all we received was another dismissive email from Paul Grech claiming that ‘Chris and Jeff have requested that I respond to your letter and e-mails’. It is not clear why Paul Grech has directly targeted us, whether he has a problem with all disabled customers, or whether this is Amazon’s attitude to all customers now.Either way, as Paul Grech is apparently the highest level contactable person at Amazon, other potential customers should be aware of the terrible level of service to be expected from him. Due to these problems we still do not have a replacement laptop and have had to stop all courier deliveries due to security concerns.This has caused us considerable difficulties and will need hundreds of pounds spending to stop unauthorised access again. I hope this serves as a warning to other potential Amazon customers as we have not received any refund, let alone redress or ‘goodwill’.We received no redress or apology from Hermes management (if Amazon ever contacted them at all).All we have for our huge investment is worthless, unsafe, falsely advertised, unusable junk. Any help or advice appreciated.

I have been a member of Amazon UK since 2003 and have rarely used the seller feedback option on the UK site. I was appalled to learn that I have apparently left pages & pages of 5 star feedback for sellers. This, on a quick perusal yesterday, goes back to 2009 but I suspect it goes back further. I assume Amazon do this to instil consumer confidence in the sellers listed on their marketplace which seem to be around the 95-99% rate on average. I have not left this 5 star feedback so I contacted Amazon 3 times in the last two days but they have not responded which is unusual. Since I have not posted this feedback I have addressed the matter to Trading Standards & CMA but I am never sure how effective they are. I am appalled to be treated dishonestly and basically used in this way. I note that Amazon have started taking legal action against people who fraudulently leave feedback on items they sell. Can anyone stop them from using customers this way? This is not the first time Amazon's business practices have been highlighted but I suspect this particular problem is rife on their sites across the world. As soon as my last items appear, I shall be ceasing trading with this company. Has anyone else noted this and if so, what is the best way to address this and let others know what is happening? Many thanks

In last week's White Paper on the future of the BBC, the Culture Secretary; John Whittingdale confirmed that watching TV without a valid TV licence will continue to be a criminal offence. At present, 13% (approx 180,000 cases) that go before the magistrates each year are in relation to TV licence evasion. In the consultation paper it was stated that 'more guidance' was required in relation to this offence together with 'proposed culpability factors'. Presently, the Sentencing Council are undertaking a large-scale revamp of sentencing rules for 27 common offences dealt with by the magistrates and if approval is given, the new sentences will take effect in the autumn. Yesterday, it was announced that substantial changes are being proposed by the Sentencing Council in relation to TV licence evasion. These proposals (if approved) could see many of the fines significantly increased, and in many cases....doubled. The most significant part of the Sentencing Council's proposals concerns the new 'culpability factors'. Under the proposal, the crime will be considered more serious if the individual: Has not tried to buy a licence; If they have tried to evade detection; Have additional subscription television service (Sky, BT TV, Netflix or Amazon) The effect will be that JPs will consider that an individual who is a Sky, Netflix, Amazon or BT TV subscriber will have committed a Category Two crime rather than the lesser Category Three offence for which they would currently be guilty. For individuals who have failed to pay for a TV licence for more than six months the offence will be Category One, which would mean the fine would be at the top of the Band B range.

Placed an order with Amazon and it hasn't been delivered. Who is my contract with, Amazon or the third party who actually sends out the item.

AN AMAZON customer who returned 37 items over 15 years has been banned from the site and had his gift card balance taken away. He insists there was a genuine reason for all his returns over the past two years – the goods were either faulty, damaged or not as described. However, Amazon has refused to let him continue buying from the site without giving him, in his words, a “proper explanation”. Amazon told Nelson that the money held on his account as a gift card balance is lost to him, as gift vouchers can only be used on the site and have no transferable value. http://www.theguardian.com/money/2016/mar/18/banned-by-amazon-returning-faulty-goods-blocked-credit-balance

hi all i have posted one post my mother passed away last week with breast cancer , my brother has had to work through this as his employment had only just began with the agency transline we hoped he would at least have good friday off and bank holiday but apparantly when he asked his advisor he was told that amazon are a uinted states company and that they didnt celebrate good friday or bank holiday so they dont see it as a "day off" is any of this true ? hes also got to work normal hours with normal pay ? thanks in advance

http://www.huffingtonpost.co.uk/entry/how-to-update-your-kindle-amazon-launches-critical-software-update_uk_56e12d29e4b096ed3adba4ed This article was sent to me earlier today, I can find no other information - Amazon hasnt made contact with me nor do I see anything on their website ?

Just finished a free trial of amazon prime, only to be offered a free trial of amazon prime. How is this possible ?

SO UNHELPFUL..........Now claiming they cannot find my account despite the fact that I gave them my email address.....the order number etc they just keep emailing me saying they cannot find an account with.....whatever email address. They are just making up any old email address and being extremely rude. I paid for a phone over 1 month ago. it should have been delivered by 29 feb. The seller ha stopped responding after telling me I should request an order cancellation. FIRSTSHOP UK....aren't even based in Uk and do not speak very good english at all. I have called the Police...they are not interested. I have decided to go via small claims and charge fees....what do you think.

My wife purchased a heated hair roller through Amazon,October 2015,it was sent direct from an Amazon Supplier,it is now faulty and the supplier has stated their T&Cs make it clear that after 31 days No refund is available,and I will have to pay for sending the item back and if, they decide to replace it, they will charge postage, before dispatching the replacement,also they cannot guarantee that the replacement will be the same make as the original.The model in question is still made by the maker and is a current model. I thinks their T&Cs are not enforceable because of SOGA ,any thoughts on this subject please?? FS

My account has stated I ordered a kindle download. How do I cancel this as I don't want this order as a download.

Not sure I understand the terms and conditions of Amazon prime. Has any one used the free trial and what does it all mean ?

Greetings, Back in Feb 2014 I puchased a dash cam for £320. (Credit card) It has now failed with an intermittent but frequent power problem. I have contacted the seller but have been informed that they only offer a 12 month warranty. I have replied quoting SOGA. Do you think this has got legs or should I count my losses? I expect a point blank refusal to be assiseted so what to do next? Many thanks, Stevetheboy.

Ive just been bombarded with inertia selling offers from Amazon - they must be desperate. £72 pa or £1.38pw Its not so much the money as the waste of time its going to expose me to. I already instinctively discount 99.9% Hollywood drivel (although fair play to HBO, they have produced some great stuff I looked through the available movies, and out of 650 I would only watch Sounds like the kind of video pollution I want to keep out of my life, like most of the rubbish on live TV I am appalled at the effect this must have on young minds:mad2:

Hello Consumer Action Group members, I have been suffering from a mix of problems since last June. Long story short: Summary: 1. I purchased a laptop from Amazon, from a reseller. 2. Laptop's motherboard broke down, and I found out that I can receive a refund/ repair free of charge. 3. Amazon's seller (located in the US) agreed to fix the laptop, and provided US address 4. Sent it via ParcelForce, Amazon reseller cut down every means of contact and I have no clue where my laptop is. Hello everyone, AMAZON I purchased a laptop from Amazon, from a reseller. I needed a new laptop for many years so I decided to invest a hefty sum for a good laptop. I purchased the laptop, and within 2 months, I found out that its motherboard was broken. In order to get a repair, I contacted Amazon support team and they gave me the email address of the reseller. I got the email and I contacted them swiftly. They were based in the US, and told me to send the item to United States. PARCELFORCE After I received their instructions, I sent it to their US address immediately. After a week, I contacted them whether they received it, and the Amazon reseller cut down every means of contact immediately. In vain, I contacted Amazon whether they can assist in the repair. After checking my ParcelForce tracking, I found out that it is still in the depot and the reseller refused to pick up the item. This entire process took two months. Then I found out that there is an option from my Santander bank, which allows for a chargeback service. I contacted Santander and they agreed to look into my case, which took another 2 months (because I was in Korea at the time, and they requested a letter which is sent by post). Now it's October. I contacted Santander again and they told me that due to a mistake from their reps, they told me the wrong timeline and I will not be qualified for a chargeback service. This got me nuts. I contacted Amazon and Amazon refused to handle the case and every one of their reps stopped replying to my emails. I considered the last option, and I contacted Parcelforce to send me my item back. They told me that I should apply for the loss of an item, because they cannot track the item anymore. I did exactly that, and they rejected my claim because I should have applied for the procedure within 3 months. Now I am really angry. Every one of these corporations told me blatantly wrong information and now I am left with -1352 pounds in my budget, huge drain in my time and energy. What should be the next step that I take? Please assist me in the process, that would be incredibly kind of you folks. Best wishes James1738

I’m quite worried about this. I now have two-step verification set up, but I don’t understand how I could be logged into someone else’s account. At least it’s my son’s account, and not some stranger’s, but this simply shouldn’t happen. http://www.mcelhearn.com/serious-security-problem-with-amazon-how-is-this-even-possible/

Evening All, Can i ask for your input in this. Its a minimal amount but it would help. purchased a laptop charger for approx £7 about 3 months ago. Its started hissing at me so cant use it. I contacted Amazon who contacted the seller advising. - vid of whats happening the seller initially said to send it back and they would refund me. I advised i would rather just have a replacement. Now the sellers responded saying that if i send it back they will send me £3 and i do not return it as ive had use of the charger for 3 months. Surely should be covered for a year? like i said minimal amount so not too fussed if dont get it back but would be ncie to know for future. This is what was sent Red Amazon, Green Seller, Me blue Hello, We've been contacted by one of our mutual customers regarding an order placed with you. Below is the information provided by the customer: Order number: 202-4574190-2221913 Item: 19.5V for Dell Inspiron N5010 Laptop AC Charger Power Adapter + LEAD POWER CORD CABLE Reason for contact: Damaged, Defective or Incorrect Item Details: The item has arrived, but it starts hissing randomly and becomes dangerous, kindly replace the item. Please research the issue and contact the customer. To respond to this customer, please reply to this e-mail or visit your seller account at the following link: https://sellercentral.amazon.co.uk/gp/communication-manager/inbox.html We hope you're able to work this out with this customer. Sincerely, Customer Service Department Amazon.co.uk http://www.amazon.co.uk] Dear customer, Thanks for your reply. We can refund you after you return the item. Please send it back via the cheapest way of MyHermes and keep the postage within 3GBP. Here is the return address: Hi EpC I don't want a refund, is it possible to have the item replaced please as I'm lost without my laptop. Hopefully you have seen the YouTube video of what's happening. Kind regards Dear customer, Thanks for your message. As resend a new one will take several days to deliver. Also, though we have tested the item before sending out, and all the items can work well before shipping. We cannot sure each one will work excellent after the delivery, since it has some uncertain factors we cannot control. We consider these issues for you. So we would like to arrange a full refund after you return the original product and you can purchase it from other near sellers. Would you accept this? Looking forward your reply. Have a nice day. Best regards Hi sorry for the delay in responding.I would ideally like to have it exchanged rather than refunding. As you were very good shipping and the charger has worked really good until the fault recently.What's easier for you? I can wait till you send another that's no problem. If you can send another i can then return the broken one in the packaging of the replacement.Thanks Steve Dear customer, Thanks for contacting us. As you have already used it for 3 months at such a cheap price, returning will also cost extra postage fee. We consider these issues for you. How about we refund you £3 without returning? Looking forward to your reply. Just seems a bit crappy to me.

Hi, i bought a pair of soundmagic ear buds from Amazon in May 9th, 2015 , all good until this week. The left ear has blown / shot / stopped working. These have honestly had very light use, 3 times a week for about an hour or so at tops. Always put back in the case when not in use & looked after. What can i do & who do i contact. Having looked at the Amazon site it is a 30 day return policy so not sure how to proceed . Any help will be gratefully received.

It's a 'only wish it happened to me' moment, when Amazon (well marketplace trader) put the wrong price on an item in my favor. What is the position in insisting that I get the items I bought? I think much depends on 'the contract'. ie is it an offer and your acceptance -or- is it a contract? So far I have found in the "The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013" Under part 5 section 42 paragraph (3) states: Unless there is an agreed time or period, the contract is to be treated as including a term that the trader must deliver the goods— (a) without undue delay, and (b) in any event, not more than 30 days after the day on which the contract is entered into. So some hope? However, I note in my case, that Amazon have in their T&Cs regarding 3. PRICING AND AVAILABILITY "Despite our best efforts, a small number of the items in our catalogue may be mispriced. We will verify pricing when processing your order and before we take payment. If we have made a mistake and a product's correct price is higher than the price on the website, we may either contact you before dispatch to request whether you want to buy the product at the correct price or cancel your order." Anyone any idea how to test the validity of this clause?

See Below for Details Can anyone tell me who is the regulatory body for amazon? Or who to contact that can handle a complaint on my behalf? Cheers!

Amazon do get some stick at times with their delivery charges and trying to get you to sign up to Amazon Prime, but this time i paying them a compliment I have just ordered a TV wall bracket and paid with my debit card. I also have a cash-plus pre-paid registered as well. Payment was made against my debit card by default. Shock horror, i should have changed it to the pre-paid master card as i have a direct debit going out tomorrow I have just found out Amazon do not debit or put a restriction on your card until the item has been dispatched in case people change their minds and wish to cancel their orders Way to go Amazon and i have just cancelled with no issues and re-ordered with the correct card details

Hi, Need some advice here who I should be chasing here. The facts; I purchased an ASUS Wifi Router for £90 in November 2012, from Amazon. It turns out it was a Marketplace Seller 'Fulfilled by Amazon'. I still paid Amazon, but the marketplace seller sent it to me. The product was advertised to come with a 3 year Warranty. It failed a week ago, and I have spoken to ASUS, who tell me Amazon should cover the warranty. I spoke to Amazon, and they say that they would cover the warranty, if i bought it direct from Amazon, so they tell me I should goto the Marketplace Seller. The Marketplace Seller is denying providing returns or repairs for anything more than 90 days. Frankly, Amazon customer services are rubbish when it's anything more than a basic task, and i can't manage to get through to anyone in the UK. Advice please on who Io should chase for my warranty claim...