n0tna
Novice Member
Hi all,
I am new to this forum and wanted to ask for some advice. I’m in a bit of a deadlock with Amazon UK. For the context, I reside in London and am an Amazon Prime customer for years now and buy a lot (probably too much) from them. Never had a single issue.
Last month, November 2020, I bought an iPhone 12 Pro Max from them, sold and fulfilled by Amazon UK. When I got the phone, turns out it was way too big for me - I decided to buy the smaller iPhone 12 Pro version from Amazon again and return the Max. For returning the iPhone 12 Pro Max, I chose “Hermes Pick Up” as a return option (grave mistake, I know) which was offered to me free of charge by Amazon. I packed the iPhone securely, nice and tight, with some extra bubble wrap just in case. On 25th November the Hermes pick up person came, took my parcel and gave me a tracking number.
All is good until 2 days ago, to my surprise I receive an email from [email protected] telling me:
Of course I got very frustrated, evidently suspecting that somebody at Hermes must have stolen it. I don’t really see another explanation.
I contacted Amazon multiple times, I replied to the first email I received, since that email said “To appeal this decision, please reply to this email to reach an account specialist” - but this is a lie. I replied to the email and got another, automated one from Amazon, saying that this email address I am sending to cannot receive emails.
So I contacted Amazon customer service via chat, and via phone, multiple times. But all they do is keep repeating “please send back the item and you will get the refund” even though I explained the whole situation. Eventually, they tell me that they referred me to a special department that will get in touch with me via email within 24-48h. And, within a couple of hours I receive that same email I received the first time, announcing that the box arrived empty. You guessed it by now, when I write my response and press send I get an automatic response from Amazon telling me that email address does not receive emails. Oh and once, via chat, the agent told me to write to [email protected] which I did, but AGAIN I get an automatic response saying that my email can’t be sent to this email address because it can’t receive emails.
Another thing one of the online agents told me is that I should contact the carrier (Hermes) to try sort out the issue with them. Well, I tried very hard to contact Hermes but the moment I give them my tracking number they tell me that this is an Amazon return and that I need to contact Amazon directly, they don’t have any information and cannot help me.
I don’t know what to do! I am stuck. I can’t get a hold of any email address or any other contact method. Does anybody have some advice please? Is there some sort of buyer protection I can contact? What is my best move right now?
PS- I saw a few posts/forum discussions describing similar issues and some comments were very hostile and suggesting the author was a scammer trying to ask advice to get away with theft. Please don’t think that this is my case. I freaking packed it and sent it back, this is driving me nuts!
I am new to this forum and wanted to ask for some advice. I’m in a bit of a deadlock with Amazon UK. For the context, I reside in London and am an Amazon Prime customer for years now and buy a lot (probably too much) from them. Never had a single issue.
Last month, November 2020, I bought an iPhone 12 Pro Max from them, sold and fulfilled by Amazon UK. When I got the phone, turns out it was way too big for me - I decided to buy the smaller iPhone 12 Pro version from Amazon again and return the Max. For returning the iPhone 12 Pro Max, I chose “Hermes Pick Up” as a return option (grave mistake, I know) which was offered to me free of charge by Amazon. I packed the iPhone securely, nice and tight, with some extra bubble wrap just in case. On 25th November the Hermes pick up person came, took my parcel and gave me a tracking number.
All is good until 2 days ago, to my surprise I receive an email from [email protected] telling me:
We are writing to let you know that we received no item /empty box instead of the original item, New Apple iPhone 12 Pro Max (256GB) - Graphite , in your return of order number [XXX].
We are discarding the [INCORRECT ITEM] that you sent.
We cannot issue a refund for this order until we receive the correct item. Please return it to us if you want to receive the refund.
You can review our return policies in the Returns, Refunds and Title section of the Conditions of Use, available at the link below: www.amazon.co.uk/help/conditionsofuse
To appeal this decision, please reply to this email to reach an account specialist.
Sincerely,
Account Specialist
Amazon.co.uk
Of course I got very frustrated, evidently suspecting that somebody at Hermes must have stolen it. I don’t really see another explanation.
I contacted Amazon multiple times, I replied to the first email I received, since that email said “To appeal this decision, please reply to this email to reach an account specialist” - but this is a lie. I replied to the email and got another, automated one from Amazon, saying that this email address I am sending to cannot receive emails.
So I contacted Amazon customer service via chat, and via phone, multiple times. But all they do is keep repeating “please send back the item and you will get the refund” even though I explained the whole situation. Eventually, they tell me that they referred me to a special department that will get in touch with me via email within 24-48h. And, within a couple of hours I receive that same email I received the first time, announcing that the box arrived empty. You guessed it by now, when I write my response and press send I get an automatic response from Amazon telling me that email address does not receive emails. Oh and once, via chat, the agent told me to write to [email protected] which I did, but AGAIN I get an automatic response saying that my email can’t be sent to this email address because it can’t receive emails.
Another thing one of the online agents told me is that I should contact the carrier (Hermes) to try sort out the issue with them. Well, I tried very hard to contact Hermes but the moment I give them my tracking number they tell me that this is an Amazon return and that I need to contact Amazon directly, they don’t have any information and cannot help me.
I don’t know what to do! I am stuck. I can’t get a hold of any email address or any other contact method. Does anybody have some advice please? Is there some sort of buyer protection I can contact? What is my best move right now?
PS- I saw a few posts/forum discussions describing similar issues and some comments were very hostile and suggesting the author was a scammer trying to ask advice to get away with theft. Please don’t think that this is my case. I freaking packed it and sent it back, this is driving me nuts!