Need Advice From Those Who Use Amazon

[SuchAToDo]

Posting here for traffic and more responses/advice

Ok, I ordered something from Amazon in January using Amazon prime, was supposed to arrive in February (around the 14th)..never arrived...complained twice to Amazon, the seller didn't do anything, so yesterday I put another complaint into Amazon to say it's still not come and Amazon are opening an investigation and talking about issuing a refund...

So this morning I got an email from the seller (where they contact you via Amazon )

This is it...with the names removed
,


Dear

Thanks for your email.

We've received your request for a refund.

Your order dispatched from NY, USA and deliveries to UK usually take 2-4 weeks. We're very sorry to hear the order hasn't arrived. It's likely to be stuck in transit.

We'll be very happy to assist you in this matter, however, we'd really appreciate if you can withdraw the AZ claim.

To cancel your refund request:
Go to Your Orders.
Locate your order in the list and select Get help with order.
Select Cancel request.
Enter your comments in the text box.
Select Submit.

Please withdraw within 24 hours as far as possible (or Amazon will debit our account for the refund amount and penalise us in the process) and also let us know how you wish to proceed (refund or replacement, or wait a bit longer for the order). If the AZ claim is granted then the customer will need to return all goods to the seller.

We look forward to your response and helping you in this matter.

Sincerely,

They are talking about deliveries taking two to four weeks...I have waited two months...and they say if it arrives I will have to return it, yet Amazon have told me the seller haven't even got tracking on the parcel..I'm starting to wonder if they actually posted anything to me at all

What should I do?

[lubeybooby]

I'd stick to your guns and let amazon refund you

[endevo]

Ignore the message and keep the claim in. I had something similar with a seller trying to bully me into things, I just left it for amazon to deal with.

[slipperywhensparticus]

Speak to Amazon again to be fair if you get a refund and the parcel arrives (unlikely I know) I would return it anyway but it's been two months its unreasonable to expect you to wait further

[dementedpixie]

I'd ignore the message tbh and let Amazon deal with it

[endevo]

Also the item turned up about 3 months later, I didn't need to return it.

[MuddyMoose]

Id carry on going through Amazon. You've given the company 2 months & 2 other opportunities to message you back & arrange their own refund / replacement.

[katmarie]

Ignore and let Amazon deal with it, you have waited long enough, and the seller hasn't built up any good will with their lack of communication. You don't owe them anything.

[FiveLittlePigs]

Do not close the A-Z claim. You've already given them chances to resolve it which they haven't and the AZ is now your only lever to get your money back.

It's bollocks about having to return the goods you the seller too, they're just blustering to scare you.

Hold firm, wait for the AZ to time out for your money back.

If you close the A-Z seller is totally off the hook.

[moanaschicken]

Ignore. I had similar with a Chinese company. The AZ is bad for them so they want to avoid it. Ignore and amazon will get your money sorted.

[WatchToTheEnd]

I'd stick with your plan.

I'm fairly sure that if it does arrive after a refund, they need to collect it or pay for return as opposed to you.

Can't blame them for trying.

If I was feeling incredibly generous, I might tell them I'll cancel as soon as I have proof of a refund.

[MissB83]

I had this with a Chinese seller, just ignore it and wait for Amazon to refund you.

[Plexie]

It's only a couple of weeks past the expected delivery date, not two months. Is it something you will need to pay import duty and VAT on? Might it be at your local Royal Mail delivery office and you've missed the card through the door saying you need to go and pay to collect it?

When did they say it had been dispatched?

[Elphame]

Do not close the Amazon claim! You'll have no recourse if it doesn't turn up and the seller doesn't refund you

[3luckystars]

They are trying to buy more time, after a certain period, amazon may not help you get the refund.

Dont stop the complaint. Get the refund.

[FlippinNora1]

Amazon is riddled with drop shippers (ie companies that hold zero stock and only order it, usually from Aliexpress in China, when your order is placed). Just another reason of many to stop using Amazon.

Keep going with your claim.

[Rockmysocks]

3luckystars has got the picture - don't close down the request for a refund for the reasons she gave.

[SuchAToDo]

Thanks everyone for the advice, I'm going to keep the refund opened with Amazon...

Should I let Amazon know that the seller wrote that to me (telling me to cancel the refund request)

[StillCoughingandLaughing]

Tell them you will not be dropping the claim and don’t appreciate being pressured. Report the message via your A-Z complaint.

[OffToBedhampton]

You don't have to do anything. They didn't fulfil your order, it's been two months after you paid them. Leave complaint open and ignore seller email. You'll get refunded. If you did cancel complaint and it didn't arrive you'd be out of timescale with Amazon.
You can reject item when it arrives or ignore it. It's now sellers problem.

[Glittertwins]

Definitely keep the claim open and I would also speak to their online customer services about the direct email too so they can step in if necessary.
I left a fair review in an item a few years back but the seller didn't like it and kept harassing me by email to remove the review - I reported to Amazon and it stopped

[Victormeldrew1]

let amazon refund you

[Nellieelephant]

Delivery between the USA and England takes a minimum of 10 working days. It usually takes an average of 16 days.
It can quite often take over a month if the item is stopped at customs.

It is not unreasonable to wait for a month as the seller would have no way of knowing if the item had been stopped and checked at customs and the delay wouldn’t be the sellers fault.

If you do get a refund I hope you are going to send the item back when it arrives?!

People seem to forget Amazon isn’t just a huge corporation that won’t be hurt financially if you keep a refunded item, small business owners also sell on the Amazon platform.

I think the seller could’ve explained the situation much better to you, but I would be surprised if Amazon refund you until it’s been over a month.

I would however keep the refund request open with Amazon and it was unreasonable of the seller to ask you to close the request.
The sellers are perfectly capable of emailing Amazon themselves and explaining their side then you can both let Amazon decide what to do. (I would be careful though if the item was sent tracked it eventually arrives and you sign for it although have received a refund Amazon will come after you for the money back unless you show evidence that you have refused the parcel or sent it back)

[dementedpixie]

OP says there is no tracking so there's no way for her to check if it's at customs.

[BrizzleMint]

Leave it for Amazon to deal with.

[Alsohuman]

Let Amazon deal with it. It’s worth actually speaking to their (excellent) customer services by phone. In a similar situation I not only got my refund but a £20 goodwill payment for the inconvenience too.