Amazon and my refund

[Chewingguminthehair]

I ordered some items in December for Christmas for my Dd, they didn’t turn up, so I contacted them about a refund. They agreed to give the refund for the items. After a while I saw I hadn’t received the refund yet, they told me they issued it on the 15th December, assured me it would be there within 2-5 working days etc and apologised. It never turned up, I kept emailing, one of the email responses said they were very sorry and had given me x amount in Amazon vouchers into my account, due to the long wait.
I emailed back to say I was still waiting for my cash refund, they kept telling me it was on its way.
This morning after another email, they told me that the x amount in vouchers was actually my refund?!! I said I didn’t want vouchers, I just wanted my money back into my account and that it appeared as though the vouchers were given as a goodwill voucher for my waiting 15 days for my refund

I just want my money back!

Where do I stand on this?

When I've returned stuff to Amazon, there is usually two options to choose from for the refund - one is to receive the cash back into the account you paid from or to receive the money onto you Amazon account so you may need to check which option you selected.

The credit refund is usually immediate and the refund by payment method takes a bit longer. It wouldn't have been cash, by which you probably mean a cheque it would have gone back to the account it was paid from. Gift card, credit card, debit card.

I stated all along I wanted my refund back onto my card/into my account, I had other items that didnt turn up and they refunded the cash back onto my card. The man didn’t give me an option, just said they’d issued vouchers, I actually thought this was as a goodwill gesture whilst they sorted my refund

Yes I was waiting for it to go back onto my card, into my bank. I had refunds for other items at the same time go into my bank

This wasn’t returning my items, this was needing a refund for items I ordered and paid for but they never turned up

The man didn’t give me an option, just said they’d issued vouchers,
*
What man?* Didn't you just go through the Amazon refund process?

My parents ordered me a freezer from Amazon and on the day it got cancelled, no reason why.
They told me the other day that it took them ages to get the refund but it did come back in the end it took a while though as it wasn't as straight forward because we didn't get the goods.

Do a charge back with your card provider for goods not received.

I emailed them at Amazon

What is that please?

I can’t add much help, other than to say a similar thing happened to me - so it’s definitely a thing!
I had a washing machine delivered and installed by them and they damaged my flooring. They agreed to a partial refund to my bank, which I agreed to and when I chased it they said they’d credited it to my account instead. I had these things in writing and went back and forward for ages but eventually gave up out of frustration!

Next time just use the refund option on your account and select refund to card

amazon chat is very helpful so go onto that and explain what’s happened

Isn’t that just for credit cards?

Why did you email them rather than follow the normal refund process?

I’d be ringing them now. I have a couple of times when items haven’t arrived and they’ve been very helpful.

I did and it didn’t come, they replied by email and I emailed back

Rang three times, woman this morning said she’d passed it to her supervisor so i’m waiting again, passed from pillar to post constantly

They'll close your Amazon account if you do this though, just a warning.

Try using live chat - I always do refunds via this

Thats terrible service from Amazon. None of this is your fault, OP.

I’d use their Chat / Call back option again and tell them they have no right to issue vouchers as a refund for items never received and that you want your money back within 24 hours or you will complain to trading standards.

Also see if there is a complaints procedure and tweet them.

I doubt they’d do it when they’re the ones at fault.

If you paid by credit card explain it to your credit card company and they will most likely do a charge back.

presumably you could open a new one with different email address/card if having an Amazon is paramount. I’d be surprised if they wanted to lose customers when they are at fault though. Not good commercial sense or optics.

No you can use debit card chargeback too. Slightly different process but very similar