Need Help With Amazon Seller Not Collecting Faulty Wheelchair

[TisJolly]

Hello, I hope you will be able to help me as i am stuck in limbo at the moment.

I ordered a Electric wheelchair from Amazon via Seller. The chair is faulty and i have contacted the seller over 15 times. I have also contacted Amazon too. The Wheelchair weights 40kg and requires special pick up. I have tried to return the wheelchair myself but the moment i declare it has a loose Lithium battery, it states it is a prohibited item. So i myself can not send the chair back. I have asked both Amazon and the Seller to arrange collection. But the seller states their collection company will not collect the item.

I have contacted Amazon multiple times stating this and they then contact the seller, the seller then replies they will attach a prepaid label and for me to find a company to pick up of the item. This has been a loop. I live in a small adapted flat and since the chair has been put back in the box, i can not leave my flat as it there is no room for it anywhere else. I have had to pay for careers to come in to bring me my shopping etc. The chair cost over £700 and until i get this chair refunded, i am stuck not having my independence and it is a fire risk if i need to get out.

Can you please, please advise me what legal route i can take or if i can ask my bank to do a charge back etc? I am more concerned about the chair being removed, because what if i need help from emergency services, they would need atleast two people to lift that box/chair to get to me.

Thank you for taking time to read my long post and i appreciate any advice you can offer.

Thank you

I recently helped an elderly neighbour with something similar. My advice is:

One: Message both Amazon and the seller via email saying: first the item is faulty and secondly you are exercising your right to reject under the Consumer Rights Act 2015. Also state you require (1) full refund (2) seller-arranged collection within 7 days. State that you are unable to return the item due to its weight and restricted lithium battery. Tell them it is their legal responsibility and creating a safety risk in your home.

Two: Escalate with Amazon under their guarantee. You must clearly state: The item is faulty, the Seller has not arranged collection in spite of you formally requesting it on XXX dates. Also say you are physically unable to return it and you should also state it’s creating a safety risk in your home.

Three: Contact your bank to see if they will do a chargeback or Section 75 if you paid by credit card - tell them it's faulty, seller not fulfilling legal obligations, unsafe situation.

Four: Contact Citizens Advice and report to Trading Standards. This puts pressure and create a record for you for their lack of service.

Good luck. Persistence and good record keeping is key for this.

I agree with the above but add it will be put outside on the pavement if they fail to act within a set the frame, as your duty to protect the property will expire on x date.