To think if you make a cock up good customer service would mean you talk to the person?

[youarekiddingme]

Ordered an item off of Amzaon on 25/11/14 through accessory shop/ AG distributions.
Wrong item arrived on 29/11 - an item of lesser value hence why I didn't keep it!. I posted here to ask how to resolve through amazon and followed the advice and raised a query.
Accessory shop told me to send to them 1st/2nd class standard delivery, they would refund delivery costs and send correct item.
I returned it in 3/12/14 2 nd class standard delivery in the original packaging and got a proof of postage receipt.

Emailed last week as still had not received item ordered. Received a reply over 24 hours later asking me when I'd sent it. I emailed back that day with details of when it was sent, in what packing, class and price of postage and a photo of the proof of postage receipt.

Still heard nothing today and as it's midday I decided to ring. Girl on phone says I cannot talk to someone in office and lady who deals with amazon queries is wading through 100's of messages and will get back to me. I pointed out that this could delay them sending the item at least another 48 hours and would like a spoken to communication to resolve this as currently I have paid for item and postage and so I am out of pocket.

AIBU in thinking this is poor?

Btw the item is just something for DS stocking - it's not the end of the world if it's not here - but I'd like my money back!

[HighwayDragon]

Talk to amazon directly, they take responsibility for their sellers and they'll resolve things pretty quickly

[youarekiddingme]

Thanks highway obviously my polite but firm reminder that I've paid out more than the items value and received nothing and a quick but polite reminder that I'd be asked to rate their service did the trick.
Message within the hour to say they've dispatched the toy and message a few hours later to say refund of postage has been started.