Amazon claiming they did not receive item ?

[craigten]

Hi all.

 

I returned two items to Amazon using Hermes.

One was a drinks bottle and the other a small attachment to an iPhone worth £300.

I had a receipt from Hermes of the pick up.

 

This was three weeks ago.

Yesterday I queried with Amazon why the £300 hadn't been returned and they are saying they received a drinks bottle only and are disposing of it?

They also mentioned that they have seen 'unusual activity' on my account recently.

 

The actual line from the email is '

 

When unusual account activity comes to our attention, we review each account to determine if additional action is necessary, including account closure. We would prefer to do all we can to help you avoid any problems with your Amazon orders.

Your comments and suggestions will help us improve our marketplace and offer better service to our customers.]

Your account remains open and available for your use. Please keep in mind, however, that we may close your account if you do not meet the terms of our agreements.

 

 

 

I have since sent 9 separate emails to them asking what the 'unusual activity' is and told them I have the receipt from Hermes.

They just keep replying with variations on the same email but refuse to go in to any more details about the supposed unusual activity.

 

What are my rights regarding the item that Hermes picked up, please?

[AndyOrch]

Topic moved to the appropriate forum....please continue to post here.

 

Andy

[dx100uk]

bottom line is you want your moneyback?

 

dx

 

[BankFodder]

Well you have two problems here – one is Amazon and the other is with Hermes.

In terms of Amazon – if I were you I would send them an SAR immediately and find out what is going on. Do it today.

In terms of Hermes – which might be the better target for getting your money back, do they say on their website that the items have both been delivered?

Is this a delivery that you organised or is it one the Amazon organised giving you their label et cetera?

Have you checked the tracking details?

What was the declared value of the items that you sent to Amazon?

[craigten]

@dx100ukIt is.

 

@BankFodder

What was strange was after all these emails to and fro where they kept referring to their terms and conditions but simply would not elaborate on what they meant or the 'suspicious activity', I then sent one with the subject line of 'I AM GOING TO JEFF BEZOS" and stated in the email if they don't resolve this then I will go to him, I then had an email saying they had refunded the £12 drinks bottle.....

[dx100uk]

if you paid them by debit card do a chargeback.

 

dx

 

[BankFodder]

On 03/06/2020 at 09:50, BankFodder said:

Well you have two problems here – one is Amazon and the other is with Hermes.

In terms of Amazon – if I were you I would send them an SAR immediately and find out what is going on. Do it today.

In terms of Hermes – which might be the better target for getting your money back, do they say on their website that the items have both been delivered?

Is this a delivery that you organised or is it one the Amazon organised giving you their label et cetera?

Have you checked the tracking details?

What was the declared value of the items that you sent to Amazon?

 

6 hours ago, craigten said:

@dx100ukIt is.

 

@BankFodder

What was strange was after all these emails to and fro where they kept referring to their terms and conditions but simply would not elaborate on what they meant or the 'suspicious activity', I then sent one with the subject line of 'I AM GOING TO JEFF BEZOS" and stated in the email if they don't resolve this then I will go to him, I then had an email saying they had refunded the £12 drinks bottle.....

 

So I make a post and ask you some questions and you then go in and make a response which deals with something completely different and which ignores the questions which I have asked completely.

I don't see how we can move forward on that basis

[unclebulgaria67]

Small attachment to an iPhone that cost £288.00.

 

I know anything that relates to Apple can be very expensive, but what was the attachment ?

 

Did you return the attachment product in its original packaging ?

 

How often do you buy products from Amazon ?

 

How often do you return products to Amazon ?

 

Could Amazon believe you are buying products to simply try out for a period, with no intention of keeping the products ?

[craigten]

I will do the DSAR, does anyone know the correct address / email address, please?

[dx100uk]

amazon uk office

 

dx

[craigten]

On 07/06/2020 at 00:28, craigten said:

@dx100ukIt is.

 

@BankFodder

What was strange was after all these emails to and fro where they kept referring to their terms and conditions but simply would not elaborate on what they meant or the 'suspicious activity', I then sent one with the subject line of 'I AM GOING TO JEFF BEZOS" and stated in the email if they don't resolve this then I will go to him, I then had an email saying they had refunded the £12 drinks bottle.....

God damn it, I thought I addressed every question in bold, under yours! I don't know what happened there, sorry, I will do so again (see how there are dots after the word 'bottle', above, I think that's where I went on to elaborate. Sorry, big lack of sleep lately, I will try to be clear.

[dx100uk]

well look up the address then..

[craigten]

14 minutes ago, dx100uk said:

well look up the address then..

I have AND am on Live chat with Amazon right now to double check.

 

Thoughts on the option they offer?

[dx100uk]

IMHO I would send our SAR not their limited offer..

 

dx

 

[craigten]

Annoying update here:

 

I received this email from Amazon yesterday (about 3 weeks after I sent my DSAR): I tried to reply but it was an email address that doesn't receive emails. GRRRRR!!!!!  

 

Hello, This is Stuart from Amazon Customer Service. I'm writing in response to your letter which we've received in our office today. Thanks for your inquiry about accessing your personal information. You can access and manage your data, such as your content, order history and communication preferences, in Your Account: https://www.amazon.co.uk/youraccount You can also manage your digital and device privacy settings directly on the device you’re using: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GUZ438XER6MCGT6U For further information, please go to our Privacy Help page at: https://www.amazon.co.uk/privacy If clicking on the link does not work, please copy and paste the link into your browser. If the above doesn’t answer your questions, you can submit this request through our automated system: https://amazon.co.uk/gp/privacycentral/dsar/preview.html I hope this helps. We look forward to seeing you again soon.

Your feedback is helping us build Earth's Most Customer-Centric Company. Warmest regards, Stuart   I guess it's the ICO now?

[BankFodder]

Yes complain to the ICO but monitor this thread for a full reply probably tomorrow.

[craigten]

No problem. They seem intent on refusing the DSAR, and I feel they have their reasons.......

[BankFodder]

I doubt whether there is any intention.  The simply don't get many of them and it hasn't been properly routed.

 

Complain to the ICO and also send them  a reminder/warning in order to establish a paper trail.

 

 

[craigten]

Hi all.

Long story cut short:

• Sent two items back to Amazon in May 2020 in one package
• They state one item arrived and a 'plastic dirty bottle' was in place of one of the item.
• Amazon asked me in an email if I wanted the 'bottle', I replied that I most definitely DO want it. It never arrived.
• I've battled HARD with Amazon Live chat and on phone since - all to no avail - just spoke to an advisor now who admits that the two 'investigations' they have carried out amount to 'Is the item with us? No, therefore no refund'. They advised if they are to look again then I should file a Police claim for them to look again. The lady on the call said that I can't have details of the investigations or the return of the bottle.
• Sent a DSAR to Amazon but got a letter saying it is the wrong department (I think,  I need to check the letter I received. Ultimately I didn't get my info)
• I have lost the receipt of pick up from Hermes so plan to do a DSAR.

Can I ask if a DSAR will 'work' / get what I want?

[BankFodder]

Why did you return the items to Amazon? Who made the return arrangements?

[craigten]

I returned both as they weren't up to scratch - thermal cameras (£320 in total). Re return arrangements - with Amazon you select to return, choose the option (Royal Mail, Post Office of Hermes) and then print the paperwork.

[BankFodder]

So they were returned because they were defective and you used Amazon's own arrangement and prepaid label?

How long after you received them did you return them?

[craigten]

Yes, that's right. From memory, perhaps 3 weeks after purchase is when I sent them back.

[BankFodder]

Thank you.

I suppose that you're not really going to like what I'm going to say.
You've been here since 2006 and yet you still don't seem to understand all the basic rules.

 

What makes you think that Hermes are the people to go up against here?

 

 

Why do you accept Amazon's response to your SAR that you have gone to the wrong department?

 

 

These answers are freely available to you on this website and it simply needs a little bit of searching and reading.

Have a look at the two links which I've posted above, get to understand the situation and then come back here if you would like to take control

[craigten]

No problem about what you say - quite simply I am slow at learning, I'm not happy about this but it's just the way it is. I get comments like yours quite often - I just try my best.

 

Why do you accept Amazon's response to your SAR that you have gone to the wrong department?

I haven't, but work and family take up 99.9% of my time, it is only now that I can make a start on issues such as this.

 

What makes you think that Hermes are the people to go up against here?

I don't think that, but I do think that obtaining the proof that they picked up the items a necessary tool in which to attack Amazon.

 

My thread on the Amazon issue is here:

Your excellent comments, which I did not get around to, yet, were:

I doubt whether there is any intention.  The simply don't get many of them and it hasn't been properly routed.

 

Complain to the ICO and also send them  a reminder/warning in order to establish a paper trail.

 

Edited December 22, 2020 by craigten
edit