Amazon refusing to refund me on £1,719.99 returned projector ***Refund in full***

[Christmas destroyed]

Here is one of the many e-mails I have sent to Amazon.co.uk, this one detailing the nature of the issue and what I believe is causing the problem:

1)      I filled out the return section for the CASIRIS 4K projector once I realised it was not what the description stated it was capable of

2)      I spoke with your team and told them that due to my disability, it was not possible for me to take it to a collection centre to return it, so they told me to use Parcel Monkey and they would reimburse my costs once I sent them the invoice

3)      I paid for the returns and had the item collected the following day

4)      I was refunded for the shipping costs

5)      Once I was refunded for the courier costs, someone in your company removed the returns information alongside the CASIRIS 4K projector so now my orders page stated that I still have it (THE UNDERLYING CAUSE OF THE REFUND ISSUE POSSIBLY?)

6)      It was signed for by Daz Hudson at your returns warehouse at 10:54 (A.M.) on Thursday 23rd November 2023

7)      Since then, I have been trying to get my refund, telling your customer services to update my orders page to reflect that the item had been returned and that it had been received by you

 I keep being told that it had not yet been scanned by your returns team and that I would have to wait

9)      On Tuesday 5th December at 09:17 (A.M.) I received an e-mail telling me that the refund had been processed and that I would have the money in my account within 5-7 business days

10)  Monday 18th December I contacted you to ask where my refund was as it had still not arrived in my account, the reply was “Further to my colleagues email, I'm sorry you were advised a refund had been processed. Unfortunately, we cannot issue a refund until the item has been returned to us. Neither of the Return Labels you have been provided have been used and we are yet to receive the item at our return centre. Once you have handed the item to the carrier, a refund can take up to 30 days to be processed on our systems.
“

11)  Returns labels not used?? This is an e-mail giving me directions on the return…… “Hello,

Thanks for providing your proof of postage receipt.

I've requested a refund of £11.99 for your return postage.

Once you've received a confirmation e-mail from us, you can view refunds in Your Orders:, https://www.amazon.co.uk/your-orders, by selecting "Order Details" . Please allow your bank between 5-7 business days to process it.

If you receive a return label email, please ignore that email.

I hope this helps. We look forward to seeing you again soon”.

12)  It is now 4 weeks since you have removed the returns information from my orders page and you still refuse to update it, even though you have had confirmation that the courier picked up the package and delivered it the following day AND you have refunded me for the courier charge. You also told me to ignore the return label e-mail.

13)  You are now telling me to “Alternatively go to Your Orders in Your Account and click on Track Your Return & Refund next to the order”, but how the hell can I do that when you have removed that part from the order?????

 

I have followed the instructions I was given by a member of Amazon customer services team and the problem is obviously on their end, where they have mistakenly removed the returns information on my order. I have spent countless hours on phone calls, web-chats and sending e-mails to them, but they just keep telling me the same thing over and over. 

Now they are just sending me this e-mail:

"Hello,

I apologize that you haven't received a refund for the item you returned. Since this item wasn't scanned by the carrier, and more than 14 days have passed, we're unable to issue a refund or assist further.

Thank you for your understanding"

So, I then opened an X (Twitter) account and posted on there. Amazon contacted me and told me they would be passing on the information I gave them (including all e-mail exchanges and me requesting that they investigate the matter thoroughly and contact Royal Mail to confirm that the parcel indeed had been scanned by them and was delivery as stated) and that someone would be contacting me shortly thereafter.

All I received was this same message (twice!) :

"Hello,

I apologize that you haven't received a refund for the item you returned. Since this item wasn't scanned by the carrier, and more than 14 days have passed, we're unable to issue a refund or assist further.

Thank you for your understanding"

I decided to write back to the Amazon social media rep and today he replied with this:

"Hi (name withheld),

Gavin again.

Please reply to the email from Sunday, 31 December 2023 at 08:14 for any further assistance"

 

I am now told that if I want any further assistance, that I should contact the people who are telling me that they will assist me no further on this matter. AWESOME! 

I am now out of pocket by £1,719.99 for a product that has been returned to the company.

Please help.

Thank you

X (Twitter) handle : @mr_roger948859

 

 

casiris projector proof of delivery.pdf

[dx100uk]

it is very rare for amazon to tell you to use your own postage method and pay for it and not sent their own pre paid label, which it appears they did send one twice, this is where the issue started from.

i would quite honestly use ceoemail.com and email the CEO.

dx

 

[Christmas destroyed]

Thank you, I'd never heard of that site before. I'm now going to e-mail the managing director and see where that gets me.

[lolerz]

Don't bother with the UK people, it's a waste of time.

Go straight to the big guy himself.

[email protected]

He has a triage of people who monitor this email address. If you're lucky it'll be passed to him directly and you'll get a reply from one of his infamous "?" forwards. Which in Amazon speak is "fix this or else."

Either way, you'll likely get the executive support team who will be more likely and have more power to fix it.

[Christmas destroyed]

Thanks, I cc'd that e-mail address into the one i've sent to the UK managing director.

[jk2054]

eh to be honest you could sue parcelforce if you wanted.

 

would be a pretty easy run

 

also if you prefer, and much quicker, is you can raise a chargeback with your bank and they will refund you 

[dx100uk]

any news?

[Grotesque]

I'd also love to hear how this turned out. Talk about getting pushed from pillar to post; it's downright Kafkaesque.

[Christmas destroyed]

Well, finally, after 7 weeks since they had it in their possession, I have been refunded. Although I had to keep e-mailing the UK Managing Director. Absolutely disgusting. Plus they refused to compensate me, their reply - "We do not compensate for this type of incident as we prefer to correct any inconsistencies in our processes"

Utterly outrageous. 

Never subscribing to Prime Membership ever again!

[BankFodder]

I'm very pleased for you that you got it sorted out.

Do you mind me asking if you have returned items to Amazon before?

[AndyOrch]

Topic title updated.

Andy

[Christmas destroyed]

BankFodder, yes, I've had to return items quite a few times (for various reasons) and I've never had any problems like this in the past. On two occasions they've refunded me before they've even received the return! Plus on another occasion they've refunded for the full amount when I've only returned half of the order (and only requested half refund).

But this time I was an Amazon Prime member, you'd think that things would get better when you're paying for an exclusive membership, not worse.