Aaarrggghhh - Amazon.co.uk

[bodminman]

A month or so ago I sold something on Amazon (which I have done loads of times) and thought that everything was fine until about a week after the item was dispatched. Basically I received an 'AtoZ' dispute thing that Amazon use saying that the 'Buyer' has received the item but it was not as described! Basically I thought the item was white in colour and so did my missus but when the bloke received it he claimed it was 'Grey'! That's complete bo11ox!

 

I couldn't be bothered arguing the toss with this pillock so I responded to the 'AtoZ' thingy with two options:

 

a) I would offer a small bit off cashback if he would like to keep the item

 

or

 

b) He should return the item unused and in the original packaging and on receipt I will issue a full refund.

 

So after sending this message I received a reply from the 'AtoZ' people saying that they are siding with the 'Buyer' and have issued him with a refund and that my 'Seller Account' is now in arrears!

 

I then asked about getting my item back and Amazon turn around and tell me that I have to liaised directly with the 'Buyer' to negotiate the return as this isn't the responsibility of Amazon.

 

So I send the fella a message on 20 July just before I went on holiday, no response. I sent further messages on August 7, 8, 9, today and guess what? No response!!!!

 

I have contacted Amazon again asking why the hell did they issue a refund and that the least they could have done is waited until I had received it back and there response was along the lines of 'that's not our problem, it is up to the seller to negotiate this with the purchaser'!! Fuming!!!!!!

 

So I am royally out of pocket now!!!

[newpersn]

threaten them with trading standards ? i would. they gone behind your back to offer the asshole a refund

[Arthur]

I know how you feel as this happens all the time with eBay/PayPal. The seller always loses out!

[Steve21]

Personally never try to negate with someone if that happens, if you do it's taken against you as it seems the buyer is right and you're trying to compensate etc.

 

Assuming it was some bought goods, just explain it's White as per picture and manufacturers description etc etc.

 

My two cents,

Steve

[mac_shinobi]

colour blind buyer ?

 

Selling one white iBook, that's not white, its orange !!!

[Achandler]

eBay/ Paypal usually force the buyer to return the item though before putting the refund through, a proof of postage to the correct address is ok though.

 

They don't steal money from your account and then say haha get the item yourself.

 

Now I don't knwo how much this "white" item was but if it was expensive just go to small claims court as the buyer has stolen from you, make him bring the item to the judge can see if its grey or white. As soon as a letter from a court turns up he'll send it back, tell Amazon that you are taking him to court to, maybe ask the courts if you can sue them for the money. The chances are noone but yourself would even turn up, you'd get your money through a court order. Then if you really want to cause trouble then scan your document and send it to Amazon customer complaints saying you have had to take the buyer to court, won the case as you were right and that you want your court fees returning and compensation for their stupis policy that ignores all facts.

 

Depends how bothered you are but I know someone who did this over an iPod that was described as scratched but the buyer said it didn't say the back was scratched onlyy the front. My friend decided to pursue them (I think as something to do to be honest and to prove a point), they never showed to court ofcourse but he has his money back from the buyer, and he got £50 of Amazon vouchers and the £20 he paid for the court session. Don't let big companies bully you, they don't expect you to go after them so just pay up to shut you up usually.

[bodminman]

Personally never try to negate with someone if that happens, if you do it's taken against you as it seems the buyer is right and you're trying to compensate etc.

 

Assuming it was some bought goods, just explain it's White as per picture and manufacturers description etc etc.

 

My two cents,

Steve

 

My view was that if he's moaning about the colour then to save the hassle of him posting it back and me having to trek to the post office to collect it (as our postman won't leave it anywhere) then I'll knock a few quid off.

 

Goodwill if you ask me.

 

As for the value, it's £40.

[JoeBloggs]

I'd be fumming mate... I wouldn't let it go though... make it as much of a pain in the a$$ for him as you can!

[Steve21]

Goodwill if you ask me.

 

 

I agree with that for sure, don't get me wrong. But look at it from amazon's side. You have two clients (you/buyer) who both say they're right. But you're trying to convince the buyer to accept it (in a way). Just doesn't look good overall.

 

It's stupid, it's the opposite of normal behaviour, but it's online and we all know common sense online is well... lost.

 

Steve

[Millgate]

threaten them with trading standards ? i would. they gone behind your back to offer the asshole a refund

 

I agree. They'll have to do something about it. This is the reason i stopped using eBay. To say they make there money off the "sellers fees", they make it very unfair!

 

Good luck!

[Arthur]

eBay/ Paypal usually force the buyer to return the item though before putting the refund through, a proof of postage to the correct address is ok though.

Proof of postage only proves that *something* was sent back to the seller. I know people who have been sent an empty box (or another random item) in lieu of the original item they sold. The buyer then has "proof" it was returned to the seller and eBay wrongly refund their money. Now they have whatever you sold to them for free as eBay will always side with the buyer.

[bodminman]

I've just sent the scumbag an email along the lines of:

 

You have 1 week to have my item returned to me in it's original packaging and in an unused condition. If I have not received the item within this time then I will have no choice but to pursue this either via the small claims court or the police.

 

So the choice is yours!

 

Kindest regards.

[bodminman]

Just been having an email exchange with Amazon and am amazed at a response I've just received:

 

My message to them:

We always hope that sellers and buyers are able to work out a transaction before resorting to the Guarantee, but once the Guarantee is filed, we will take appropriate action from our end.

This is all well and good if a) the buyer had made any attempt to contact me prior to making the AtoZ claim, which he didn't or b) has responded to my requests after the claim was made, of which he hasn't.

 

There is a massive gaping whole in your system here and I feel I am just being brushed off!

 

I'm now going to speak to Trading Standards and then maybe the Police as I cannot believe this has happened!

 

Simply shocking and the fact that Amazons response seems to always be 'We always hope that sellers and buyers are ableto work out a transaction before resorting to the Guarantee' is just a slap in the face and show you don't give a stuff about the sellers. Your no better than eBay! This also stinks because I wasn't contacted prior to the AtoZ claim and I have made very effort to contact this fraud to get my item back and as yet I have not succeeded.

 

Thanks for not helping me at all

 

Amazon response:

 

We have reviewed the buyer's claim and the information you provided. As mentioned previously, the item you sold was different from the item referenced on the product detail page. As such, the buyer is not required to return the item to you and is entitled to a refund.

 

My final response:

 

Not required to return the item! Are you seriously saying that not only do they get a refund but they are also under no obligation to return the said item that they were complaining about and ultimately didn't want hence requesting the refund!?!

 

God almighty, this is sounding more ridiculous/crazy but the minute!

 

Amazing!

[synaesthesia]

That is 100% scandalous regardless of context... hope that gets sorted soon!

 

EDIT:

 

Wow, how about this: just had a small issue with them myself - got an email from them saying I had £1.50 credit on a gift certificate, so how about using it on an mp3. Turned out there was only 50p credit. No problem - thought I should do the right thing and let them know they have a bit of a bug/issue.

 

So the response?

 

"I have read your e-mail and I can understand that you have received an e-mail with incorrect information of your Amazon gift certificate balance.

 

I have checked our records and confirm that the e-mail you received wasn't from Amazon.co.uk, and we're investigating the situation. "

 

lol - are these people serious? Just replied back to them and asked them to sort it out - it was just for their information now they're telling me porkies? Tsk!

Edited August 13, 2011 by synaesthesia

[bodminman]

Final response from Amazon:

As mentioned previously, we have reviewed the buyer's claim and the information you provided. We have determined that this A-to-z Guarantee claim will remain unchanged.

 

We understand that you may not agree with this decision, but we will not be able to assist you further with this claim and there will be no further response to your e-mail messages regarding this transaction.

 

Thank you for selling with Amazon.co.uk.

 

They should have just told me to feck off!

 

Anyway I will be starting proceedings against this scumbag buyer through the small claims court tomorrow. I will also be making the Police aware of this issue even though I doubt they'll do anything as they'll just put it down as a civil matter.

 

I have also just emailed Watchdog with the background and copies of the emails to/from Amazon.

 

It's disgusting!

[Steve21]

Sad to say, but it's all in Amazons T&C's which you agree to with private sellings. The world is a stupid place hey.

 

My buyer won't return the item for which they submitted a claim--what do I do?

 

Buyers are expected to work with you to make return arrangements for merchandise before filing a claim. If the buyer has received an item that is materially different and have not received a response from you with return instructions, he or she may file a Guarantee claim for the purchase. Once a buyer has been reimbursed for an order via the A-to-z Guarantee, Amazon.co.uk does not obligate that buyer to return the item they received. However, we request that buyers work with sellers to return items that were deemed "materially different" and you are welcome to contact your customer directly to arrange for a return of the item

 

Steve

[mac_shinobi]

 

I have also just emailed Watchdog with the background and copies of the emails to/from Amazon.

 

It's disgusting!

 

Would be good to know if anything comes of it on watch dog as would be good to get other people to avoid this sort of selling if this is the kind of thing that will happen, might as well just put stuff on free cycle the way this has turned out.

[bodminman]

Sad to say, but it's all in Amazons T&C's which you agree to with private sellings. The world is a stupid place hey.

 

Steve

 

The 'Buyer' broke the T&C's by not making contact with me prior to lodging the AtoZ dispute. Therefore I had no opportunity to sort this out. I had no opportunity to request the return etc etc.

[localzuk]

The problem you've got here is the T&Cs at Amazon cover this issue. What you've ended up with is a breach of contract, which you'll only get the courts to resolve. Amazon won't care. They're too big.

 

So, pursue it in court, putting your point forward that the item wasn't materially different, that the buyer didn't contact you, and that they are now refusing to return the item.

[synaesthesia]

Just because there are T&Cs in place it does not make the situation right, nor does it mean the T&Cs are fair or even legal. Will be interesting to see if anything more comes of it.

[localzuk]

Just because there are T&Cs in place it does not make the situation right, nor does it mean the T&Cs are fair or even legal. Will be interesting to see if anything more comes of it.

 

Indeed, but the only people who can determine if they are fair or legal are the courts.

[featured_spectre]

Terms and conditions are legally binding if you use them to buy or sell. If you can conclusively prove there has been no contact from the buyer then you stand ax better chance of winning.

[Achandler]

Amazon.co.uk not obligating a buyer to do something is one thing, however whetehr legally they are entitled to is entirely a different one. If you buy anything from a shop with cash, you don't have to read Terms and Conditions, the simple case is that if the item is not as described then you can return it. This includes second had items and not just new ones. The law sates that you can only expect a refund if you return the item in the same condition it was given to you.

 

Please take this to court, lets face it, its just Amazon can't be bothered to make people return items, nothing else.

[bodminman]

Terms and conditions are legally binding if you use them to buy or sell. If you can conclusively prove there has been no contact from the buyer then you stand ax better chance of winning.

 

The only comms route between buyer and seller is via the Amazon interface so a) they themselves can see that I didn't receive anything prior to the AtoZ claim being made and b) they can see my efforts after I received the AtoZ notification.

 

My mums friend is a solicitor and I sent her copies of whats gone on. She rang me about 1/2 hour ago in histerics as she couldn't believe what Amazon have done. She said that if she's got some time this week then she will try and find some info on cases against Amazon to help me get things together!

[Sally4x]

Hi,

 

A very similar thing has happened to me this week and I have lost £70 over it. Please can you let me know if you were able to do anything about it and what was you went about doing that? I am considering small claims court and Trading Standards, but I am not sure if I will get anywhere.

 

Thanks