Bought a PlayStation 5 from Amazon.co.uk and received cat food and toilet tissue

[Leigh2000]

Hi All

 

I'm not sure that this is in the right place to post this but hopefully a moderator can move it if it's not. 

 

Last month (15/03/2023) I bought a PS5 from Amazon. The following day I received a big bag of cat food and Andrex toilet tissue. I raised this with Amazon customer services the same day and the cat food and Andrex was returned on Monday 20th (I have the receipt from Evri).   

 

After trying to deal with Amazon customer services to get a refund, I've realised that this is an exercise in futility and so I'm going to escalate this. 

 

I'm assuming that in the first instance I need to issue a chargeback with my credit card company? I've emailed them asking them to perform a chargeback, but if anyone has had a similar experience that they've resolved, then I'd appreciate hearing about it? IAfter doing a bit of research, I see I've not been the only one to be scammed by less than honest Amazon staff!

 

Many thanks

[unclebulgaria67]

Did you buy from Amazon or Amazon market place ?

 

Amazon sell items directly to consumers, but they also have Amazon market place where third party sellers just advertise on the Amazon website.

 

Yes do the charge back with your credit card company and also report this issue to Action Fraud. Sounds like a third party seller has deliberately advertised items they were never going to provide.

[dx100uk]

credit card is section 75 .

did amazon provide you with a label to return the goods?

[BankFodder]

Did you take a photograph of the packaging or of the contents ?

 

What is the problem that you are having with Amazon? It is the responsibility of Amazon in the first instance

 

 

Also, what makes you think that the dishonesty lies with Amazon?

Why might it not be with EVRi

[Leigh2000]

1 hour ago, unclebulgaria67 said:

Did you buy from Amazon or Amazon market place ?

 

Amazon sell items directly to consumers, but they also have Amazon market place where third party sellers just advertise on the Amazon website.

 

Yes do the charge back with your credit card company and also report this issue to Action Fraud. Sounds like a third party seller has deliberately advertised items they were never going to provide.

 Hi- Yes directly with Amazon.

 

1 hour ago, dx100uk said:

credit card is section 75 .

did amazon provide you with a label to return the goods?

Yes they did. I returned it through Evri. Thanks for that- I've emailed my credit card company and asked them to initiate a chargeback but I think they're going to want proof I've asked Amazon for a refund so I've written a letter to Amazon at the 60 Holborn Viaduct address in London. I asked for a transcript of the conversations I've had with Amazon staff through chat but nothing so no proof I've asked them for a refund.   

 

51 minutes ago, BankFodder said:

Did you take a photograph of the packaging or of the contents ?

 

What is the problem that you are having with Amazon? It is the responsibility of Amazon in the first instance

 

 

Also, what makes you think that the dishonestly lies with Amazon?

Why might it not be with EVRi

The problem I'm having with Amazon is very poor customer service. I've contacted them by phone and through the online chat tool several times now and keep getting the run around. I'm told the issue has been escalated in the returns department and then I'm told I would be getting the refund today but nothing.  

 

Yep, I took a pic of the contents and I called directly after receiving the cat food but they're just really poor. The reason I'm putting this down to Amazon is because the delivery was made by a prime van, no Evri except for the return. Either the warehouse staff or the delivery driver swapped the PS5 out but it's down to Amazon?  

[dx100uk]

with me an

and ive returned 10's of things to amazon,

as soon as their label gets scanned by the courier that they have it in their system , amazon credit my funding source, they dont wait for it's physically getting back in their hands as it doesn't anyway, it just get sent to one of their mass pallet sales companies that buy and sell pallets of returned items.

 

you say you paid this by credit card?

that can take 7-10 days to appear back on your card.

 

dx

 

[Leigh2000]

I've also sent plenty of things back to Amazon in the past. The issue here is that I didn't return a PlayStation 5 because I never received one in the first place. I returned what I did receive which was, as I said, cat food and toilet tissue. I think they're refusing to acknowledge that I didn't receive the PlayStation and it's been pilfered somewhere along the supply chain. 

 

Anyway, they have received it and I have the Evri barcode to prove it. They just haven't refunded. As they received the return on 20th March, they've had a lot longer than 7-10 days to refund me.    

[unclebulgaria67]

It is pretty unlikely that a theft took place in an Amazon warehouse, as packages are checked throughout the process of dispatch.  And the security in place would surely stop staff from taking items. From what I have heard about Amazon sites is that they are micro managed. 

 

More likely to have been stolen whilst the package was going through the courier journey to your address.   But Amazon would be responsible.

 

As part of the process of claiming your money back via S.75 with your Credit Card providers, ask them whether they want you to report this theft to the Police.

[Leigh2000]

That's interesting thankyou.

 

I have made a report on Action Fraud following the advice above and they've given me a crime number. I'll see what Amazon and the credit card company come back with. 

[BankFodder]

Any update on this please?