To think Amazon are starting to Scam

[Starling7]

I'm really struggling to believe that Amazon are above board these days.
I just moved into a new flat, and after much research treated myself to my first new TV ever ( I'm 53 😅 )
It was delivered and then after about ten days we took it out of the box ready to hang on the wall.
That's when I noticed that the box wasn't factory sealed but just taped up at the top - so much chaos here I hadn't noticed before.

We got it on the wall and turned it on only to find it had a massive crack across the screen literally from top left to bottom right.

We took it down and put it back in box immediately.

I requested a return. Amazon stated it would collect today between 10.30am and 7pm - luckily I was able to stay in, but I imagine many people would not be working from home.

It came to 6.30 and I called them, only to be told that they had 'tried to collect ' but I wasn't ready???!!! That's a whole day of my life I will never get back. She couldn't rebook until Friday (another whole day) so that's just another 5 days they've got my money!

I've read that many people have had issues getting refunds from Amazon recently, and I'm terrified they will try to blame me for the cracked screen even though it came to me like that.

The woman in customer services was soooo rude also.

The whole thing left me feeling like I was battling the Matrix 😭

Anyone fought Amazon and won? Any tips?

I've returned an £800 phone last week and got the refund the moment I dropped it off. Never had an issue with their customer service either, very helpful. But the couriers they use can be hit and miss so I wouldn't be surprised if they said they tried to collect but didn't.

I had a bad experience a couple of years ago, ordering a large and relatively expensive item. It arrived broken; they'd actually put the broken piece inside it, and delivered it knowing we'd have to return it. They did accept me returning it - it was the returning that was the problem. A guy from Evri showed up in his car. It was far too big for him to take. After that, he 'tried' several times, but never actually came to the house. Every time there was a different excuse. We weren't in, or it wasn't properly packed. I'd be sitting in the kitchen waiting for him, and once I saw his car go up the street without stopping.

I informed Amazon, who arranged for DPD to pick it up. They never showed up.

Finally, after some pressure, Amazon organised a company that specialised in large parcels. They did fetch it, at least three weeks after it arrived. But the whole thing was a farce, and stressful.

I would never buy a large or expensive item from Amazon now.

Sounds like the issue it with the delivery person

I think Amazon marketplace should be a different page or colour, when you're in a rush it's hard to know who you're buying from and more and more marketplace goods are just temu re-sells

I was surprised at how easy a return and refund was tbh. DS bought some sofa covers, tried them on the sofa, didn't like them so decided to return for a refund. None of us are regular Amazon orderers so we weren't sure of the returns procedure. DS looks it up and finds he can just drop the item off at the local town post office without even having to package it up. Dropped it off and got a message later the same day to say the refund had been processed.

No never had any issues at all with Amazon and I order far too much from there. Returned a renewed iPad with a poor battery & it was simple- refund and collection were very easy. Can always contact customer support/an actual person on the chat. I'm a very happy customer.

I've not had issues with refunds but I've brought an item from there which turned out to be fake, as did one of my colleagues. Amazon did refund us but I was still dissatisfied with being sold a fake by them.

I had a box of food delivered thinking it was my ninja cooker from amazon. I didn't open it for 4 months (I was away with work on and off). They argued with me but in the end refunded it. Their records said it had been delivered but they then found evidence of it being returned to their warehouse.

I tend to find them fine. Tge issue is if it doesn't cone from Amazon warehouse and arrives from a seller 'directly'.

If something is repackaged, it should say that in the advert too...

You'll be fine once they collect it.

I order from Amazon frequently and find their returns are extremely easy, which is part of the reason I use them. I have never had any problems at all.

I have found their customer service to be exceptional, as long as the item is from the Amazon warehouse - but I have encountered issues with items direct from sellers, and then returns are costly and frustrating.
I hope you manage to get things sorted, OP!

I haven't had any issues really with Amazon but would never buy something like a TV off there I just wouldn't feel comfortable but then I feel the same about Currys after an issue many years ago.

I stick with JL who offer 5 year guarantee on TVs.

I found them really good and when I ordered something recently that was expensive there was a code to give on receipt of delivery which seemed sensible

I bought a TV from Amazon last year. I had read reviews about people having a similar experience as you @Starling7 with the cracked screen. I took a chance though and thankfully it was OK. I've used their returns process a couple of times in the past and it has been fine.
I agree with some previous posters though - you do need to be careful about what you buy now, as they seem saturated with dodgy 3rd party sellers.

I ordered something recently that didn't turn up despite receiving a delivered status via email.

The chat bot thing told me it wasn't ordered though my account and to contact my bank. It WAS ordered by me. It isn't listed on my past orders list though, I'm still waiting for them to get back to me 6 days later.

I was also scammed by Amazon impersonators a few months ago who tried to get me to install an app to remote access my phone and bank account. It was on BBCs Scam Interceptors on morning tv with that Rav bloke.

So many counterfeits (which are illegal to sell in the UK but hey ho).

I think every TV we have ever bought has been from JL as you do get that extra guarantee, I wouldn't really consider Amazon for a TV even though I buy a lot there.

I've not used them since about 2018 and I thought it might be inconvenient but it's been loads easier than expected to be honest. Wouldn't go back now.

I know it's a high priced item, but to them it's just something to pick up and throw on the junk heap _ they won't look to check it's broken, and I think they use cheaper couriers to pick up returns. So if you can stick it in front of your front door with a sign next to it saying 'smashed TV for return' :so no one else takes it). That's what we did with a broken TV, they picked it up eventually and refunded no problem.

I buy from Amazon but wouldn’t have bought a tv unless it was from somewhere like John Lewis and had them bring it and install it. That way if there is a cracked screen or a fault it could be identified and taken away.

I've never had an issue with Amazon but I'd also never buy a high-priced item like a TV from there - I'd always want to get that in person.

Their model is the same as any monopoly: force out competitors, now the only show in town, reduced service levels and profit

No. Bought all my high-tech items from amazon, returned a laptop once and a tablet, no problems whatsoever. Best customer service, quick and efficient. Never called them though, what for, everything's online.

I think they are excellent with returns. The only time I’ve had problems is via a marketplace seller but I always check that the seller is Amazon themselves

I buy my entire life from Amazon and I never have a problem with returns. In fact their returns are better than anyone else’s now. Sometimes you get marketplace sellers being difficult but Amazon Customer service side with the buyer.

I used to buy all tech from John Lewis but their returns have deteriorated to the point that I don’t any more. I returned an expensive item unopened and they refunded me for a much cheaper item that I hadn’t ordered and wouldn’t resolve. I ended up having to write a complaint letter and being given vouchers by customer services. I also bought an ipad from them with a periodic fault. It wasn’t clear from the start whether I was imagining it or doing something wrong, and by the time I was 100% sure, had checked online and found others of the same batch had the same fault, it was just over the 30 days and they wouldn’t replace it. So they basically sold me a machine with a known fault and wouldn’t replace it. I went to an Apple Store and they were happy to exchange it for a new one.

So yeah, I don’t buy tech from JL these days, rarely use it at all and I was a formerly a prolific customer.

There is a difference between amazon warehouse where you are actually buying from amazon and amazon marketplace where you are buying from a different retailer but amazon do the logistics. It is always obvious at the checkout which.