Money stolen from Amazon

[Batista230]

Hello there

I have purchased only one item on Amazon and it was £130 boiler from China.
The item was delivered, I used it, then it was faulty so the seller agreed to refund me if I sent it back to an address they provided in Germany.
I sent the item to the address In Germany using "my Hermes" courier service through parcels2go.com.
And the status shows the item was delivered to that address.
I contacted the seller there on and asked for my refund; however they made excuses up and did not refund me the money.

I contacted Amazon about this and they told me that they where taking over the situation and any further issue with this should be delt through them and not the seller.
Amazon have asked me to provide proof of delivery which shows a copy of the signature.
I have provided Amazon of proof of delivery but they are refusing to acknolage this

I then contacted my bank/ card company and they where unable to assiste because they say the length of time I had the item in my possetion was too long for them to make a not as described case; even though this transaction happened less then 6 months ago

Any thoughs please

[R0b]

Re: Money stolen from Amazon

Hello,

Did you pay by credit or debit card? Have Amazon explained why they are not accepting the proof of signature? Surely if you sent the parcel and have proof of when it was delivered (even without signature) that would be evidence that it had been delivered unless proved otherwise

[Batista230]

Re: Money stolen from Amazon

Hello,

Did you pay by credit or debit card? Have Amazon explained why they are not accepting the proof of signature? Surely if you sent the parcel and have proof of when it was delivered (even without signature) that would be evidence that it had been delivered unless proved otherwise

Hi and thanks for your reply
I paid by debit card. Yes Amazon have explained why they are not excepting my proof of delivery and this is there answer

As stated previously, we cannot accept your reply as sufficient proof of delivery for this transaction. We will need proof of delivery that shows the address and the signature of the delivery.

This is usually given by the carrier in the form of a receipt.

This can be sent as an attachment. Please note that we require this document on the letter head of the shipping company.

I have sent them 3 attachments now of the proof of address to this email they have replied to, so it would seam that they can not see I have made an attachment (but I have pointed this out to them every time) or they are refusing to acknolage this.

Yes you are right surly I am in the right, but if they will not give me the money back then they will not give me the money back!
Is there an Independent complaints mediation service or an ombudsman that deal with this kind of thing?

Thanks
Batista230

[seduraed]

Re: Money stolen from Amazon

I think the problem might be the attachment. These can carry viruses. Have you tried copy and paste into the body of the email?

[Batista230]

Re: Money stolen from Amazon

No I have not, but the fact that they have not acknowledged my email makes me think that they are leading me on

[Batista230]

Re: Money stolen from Amazon

Is there an ombudsman that deals with this? or how do a take court action agains a company like Amazon?

[R0b]

Re: Money stolen from Amazon

The Retail Ombudsman could deal with your complaint, or your alternative is to take Amazon to court, send a letter before action to them as a starting point. If they fail to respond or comply with your then you issue court proceedings. You need to make sure you have everything you need in hand as well as evidence (printouts of the delivery and signature)

[Batista230]

Re: Money stolen from Amazon

The Retail Ombudsman Thanks

So I guess I have 2 options then;
1. Send them a letter before court action or
2. Send them a letter threatening to report them to The Retail Ombudsman (citizens advice usually keep templates of such letters)

Which option would you go for?

But a company the size of Amazon is massive; where and whom do I address my letter to?

Thanks

[R0b]

Re: Money stolen from Amazon

The Retail Ombudsman Thanks

So I guess I have 2 options then;
1. Send them a letter before court action or
2. Send them a letter threatening to report them to The Retail Ombudsman (citizens advice usually keep templates of such letters)

Which option would you go for?

But a company the size of Amazon is massive; where and whom do I address my letter to?

Thanks

I am not sure if you have to pay for the Retail Ombudsman to look at your case but you may want to check their website before embarking down that route. Also some Ombudsman Schemes say that the decision is binding, if it is and you lose, you won't be able to issue a court claim.

As for sending a letter before action to Amazon, you need to be sure you want to go down the court route as it can be time consuming as well as stressful and not everyone can deal with going to court in front of a judge, even though small claims are less formal than other claims. There are also some costs involved, in your case if you do the claim online, it would be £25 to issue the claim and then a further £25 if the claim went to trial.

I had a quick look on the Amazon website, I know you said that Amazon were taking over the matter but they seem to have an "A to Z guarantee" scheme (https://www.amazon.co.uk/gp/help/cus...deId=201889250). Do you know if Amazon have filed a claim on behalf of you or are they doing this informally? If they haven't perhaps you may want to file a claim yourself and go down that route, and perhaps you can upload a photo of the delivery which has been signed for, rather than by email.

If they then still deny your claim, you could go down the route of sending a letter before action or the Retail Ombudsman.

** Be sure to check the guidelines before filing a claim that your issue is covered by it (I think it is but double check).

A final note, if you are ordering goods or services overseas which is £100 or more, you may want to pay for it by credit card. This gives you added protection as your credit card provider is jointly liable for breach of contract under s.75 of the Consumer Credit Act. So if you tried to recover the sums back from the supplier and failed, you could instead reclaim the amount from the CC provider.

[Batista230]

Re: Money stolen from Amazon

I had a quick look on the Amazon website, I know you said that Amazon were taking over the matter but they seem to have an "A to Z guarantee" scheme (https://www.amazon.co.uk/gp/help/cus...deId=201889250). Do you know if Amazon have filed a claim on behalf of you or are they doing this informally? If they haven't perhaps you may want to file a claim yourself and go down that route, and perhaps you can upload a photo of the delivery which has been signed for, rather than by email.
.

OK thanks will try this option first

[Batista230]

Re: Money stolen from Amazon

I then contacted my bank/ card company and they where unable to assiste because they say the length of time I had the item in my possetion was too long for them to make a not as described case; even though this transaction happened less then 6 months ago
Any thoughs please

A final note, if you are ordering goods or services overseas which is £100 or more, you may want to pay for it by credit card. This gives you added protection as your credit card provider is jointly liable for breach of contract under s.75 of the Consumer Credit Act. So if you tried to recover the sums back from the supplier and failed, you could instead reclaim the amount from the CC provider.

So are you saying my credit card company are now in breach of contract under s.75 of the Consumer Credit Act.

[R0b]

Re: Money stolen from Amazon

If you paid by credit card and the value of the goods is £100 or more, then your credit card company is jointly liable for any breach of contract which may have occurred, yes that is correct.

Was the transaction by credit card?

[Batista230]

Re: Money stolen from Amazon

No it was paid by debit card; dose that make any differance?

[R0b]

Re: Money stolen from Amazon

Well yes, because as I said above, unless it was paid by credit card your only remedies are against the seller, or perhaps amazon if they fail to honour their guarantee if your claim is valid.

[Batista230]

Re: Money stolen from Amazon

I have gone trough Amazons A-Z thing and this is what they are saying
It's too late to file an A-to-Z Guarantee claim. Your opportunity to do so ended 5 Jan. 2017.

It looks like I need to take court action aganst them, do you know who and where to write to them please