Amazon performs the blame sport over my lacking TV – The Guardian

My parcel had been left on the doorstep, but it surely claims I’m not eligible for a refund
I ordered a £450 TV from Amazon Market that by no means arrived. After I complained, I used to be despatched a photograph of the package deal on my entrance doorstep. This was regardless of the truth that I had requested it’s neglected of sight on the again. Furthermore, the app had given me a supply date for the next week, so there was nobody at dwelling to signal for it. Amazon repeatedly instructed me that I used to be not eligible for a refund below the A-to-Z assure as a result of I’d reported an “unusually excessive quantity” of lacking orders. I’ve solely ever made two different claims, each for low-value gadgets, over the course of 13 years and a whole bunch of orders. Amazon’s buyer providers instructed me to submit a web based enchantment, which generated a message directing me to its assist pages, which might inform me to contact customer support. I used to be instructed customer support had no method of contacting the appeals workforce.
JH, Castlewellan, County Down
There are undoubtedly prospects who abuse the system, however Amazon’s declare that you just’ve made an “unusually excessive quantity” of claims appears to be a typical response when refusing a refund for pricier orders.
Different readers who declare an unblemished procuring report have been instructed the identical factor and Amazon has apologised and refunded them when I’ve queried the declare.
Basically, Amazon has a obligation to make sure that you get what you paid for. If it suspects foul play, it wants proof. I’ve beforehand highlighted how prospects whose high-end items disappear have been despatched on a wild goose chase through the police, who don’t have any remit over lacking deliveries. And the way Amazon ignores prospects whose gadgets vanish after its supply verification system is abused or fails.
Amazon predictably instructed me that your refund declare ought to have been granted instantly. It stated: “Buyer satisfaction is our utmost precedence, and we’re sorry that buyer expertise didn’t meet the excessive requirements we count on. We have now apologised they usually’ve been refunded in full.”
Helpfully, it added that prospects who had an issue with an order from a third-party vendor ought to contact it a couple of refund below the A-to-Z assure. Which is precisely what you probably did!
PB of Leeds skilled an analogous ordeal and emerged victorious and has this recommendation: “Amazon didn’t observe my directions to go away my parcels with a neighbour – they had been dumped on my doorstep and stolen. Amazon refused a refund, then modified its thoughts however did not pay, then blocked my account. I took them to the small claims courtroom, the place they admitted legal responsibility and paid me again finally!”
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