Charge back on Amazon?

frogstar

Having a nightmare with Amazon who i have always found fantastic.

Delivered an item for me a few weeks ago to Parcel motel instead of parcel wizard. Item is signed for by parcel motel but they told me they don't actually sign for items that in a freight load it is signed for at royal mail (who Amazon used.)

Error was clearly royal mail delivering to wrong place but Amazon will not engage and are washing their hands as I used a freight service (even though they never delivered to the correct address)

Item was 200e so not cheap but I just want resolved. Any ideas? I really think Amazon are in the wrong as my contract is with them but they don't seem to agree...

Could I charge back...its a Visa debit?

1) should have used PayPal, much easier to open a dispute with them
2) I don't think a charge back will work, though open to correction....no harm in trying
3) what do you mean by "delivered to the wrong address"? Do you have both a PM and a PW address saved in your account and they picked the wrong one? Or did they just pull a random PM account out of thin air and deliver it to that? Are you sure you didn't select the wrong one? It's a bizarre scenario altogether.

frogstar

[Deleted User] wrote: »

1) should have used PayPal, much easier to open a dispute with them
2) I don't think a charge back will work, though open to correction....no harm in trying
3) what do you mean by "delivered to the wrong address"? Do you have both a PM and a PW address saved in your account and they picked the wrong one? Or did they just pull a random PM account out of thin air and deliver it to that? Are you sure you didn't select the wrong one? It's a bizarre scenario altogether.

Thanks.

Have used Amazon for years and hundreds of items.

Address on Amazon is correct at parcel wizard. But royal mail delivered to parcel motel in error. They are located quite close to each other and I believe this happens a lot. Parcel motel says they return the items back to carrier when it does happen but it looks as if my item is either lost or swiped. Error was clearly royal mail delivering to wrong address but my contract is only with Amazon.

Have had another mail from Amazon saying sorry but we cant help...

NATLOR

frogstar wrote: »

Thanks.

Have used Amazon for years and hundreds of items.

Address on Amazon is correct at parcel wizard. But royal mail delivered to parcel motel in error. They are located quite close to each other and I believe this happens a lot. Parcel motel says they return the items back to carrier when it does happen but it looks as if my item is either lost or swiped. Error was clearly royal mail delivering to wrong address but my contract is only with Amazon.

Have had another mail from Amazon saying sorry but we cant help...

According to posters that this has happened to in the PW thread the items are usually sent across from one to the other eventually and you are correct this goes on regularly, would be worth contacting PM (if you haven't already)

A good tip to stop this happening in future is to change Newtownabbey to Mallusk in the address did this myself and never had a problem.

To above poster Amazon don't use PayPal

frogstar

Yes I contacted parcel motel. They say they don't actually sign for such items as they come in on pallets (said Royal Mail sign in depot). He said they've no record of it as it wouldn't have a PM barcode but when they do get items in for parcel wizard they would send them back after a few days to the carrier, royal mail in this case

Royal mail have no record of it apart from it was delivered to parcel motel and apologised for delivering to wrong address

Will update address to avoid happening in future. I know **** happens but Amazon are refusing to engage as they say it was delivered to a freight carrier and cannt refund or replace.

Cabaal

Deleted User wrote: »

1) should have used PayPal, much easier to open a dispute with them
2) I don't think a charge back will work, though open to correction....no harm in trying

1. Amazon don't accept Paypal.
2. You can do a chargeback, but odds are Amazon will place your account on hold

The problem with using a freight forwarding service is Amazon advise any issues after delivery are upto you and the forwarding service

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201910550

frogstar

Cabaal wrote: »

1. Amazon don't accept Paypal.
2. You can do a chargeback, but odds are Amazon will place your account on hold

The problem with using a freight forwarding service is Amazon advise any issues after delivery are upto you and the forwarding service

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201910550

That's exactly what Amazon are quoting but I think they are missing the point that it was delivered to the wrong address. I have no comeback with parcel wizard who it should have been delivered to as they legitimately did not receive it. And parcel motel while they did receive it have no contract with me. Royal mail who made the mistake just said sorry.

I get their stance on the freight piece but surely this would only kick in once the freight company receives item (where the issue would be with me and the freight company) as opposed to my issue where they delivered to the wrong company (and the signing note confirms this)

Will have to try chargeback. I'm sure I'll use Amazon again even if they block my account (sign up again) but I cant let 200e go down the drain.

tnegun

Hang on they delivered to the wrong address, that's on them simple as. Has it been escalated to a call with a manager yet?

sweetie

frogstar wrote: »

That's exactly what Amazon are quoting but I think they are missing the point that it was delivered to the wrong address. I have no comeback with parcel wizard who it should have been delivered to as they legitimately did not receive it. And parcel motel while they did receive it have no contract with me. Royal mail who made the mistake just said sorry.

I get their stance on the freight piece but surely this would only kick in once the freight company receives item (where the issue would be with me and the freight company) as opposed to my issue where they delivered to the wrong company (and the signing note confirms this)

Will have to try chargeback. I'm sure I'll use Amazon again even if they block my account (sign up again) but I cant let 200e go down the drain.

Their carrier delivered to wrong address, they should help. Let's say they got mixed up between 25 and 52 example st and the item was missing surely then they would concede fault?

frogstar

tnegun wrote: »

Hang on they delivered to the wrong address, that's on them simple as. Has it been escalated to a call with a manager yet?

You would think so...

I've been through 3 people so far over email customer support who are quoting the same piece. I've asked for it to be escalated to someone else as they don't seem to understand the issue. I've DMs from Parcel Wizard , Royal Mail, Parcel Motel conforming same and the royal mail tracker says it was delivered but the singer says P Motel.

I've dealt with the customer services team a handful of times and they have been great but not now. They actually got me to complete a letter earlier to say what happened and that I didnt receive it (like an indemnity). I did that but then they said sorry we gave you wrong advice and cant help you now.

I was going to buy my item in Dublin but said Amazon would be easier as it's a bulky item!

tnegun

Get Amazon to call you, explain to the agent it was delivered to the wrong address as per their POD and that you would like a refund. If they try the frieght forwarding line say you absolutely understand but don't see how its relevant in this case as it was delivered to the wrong address. If you get no where with them request to speak with their manager.
Edit. No more calling or chasing Parcel Motel/ Parcel Wizard either thats just a distraction the problem is Amazons and if they want to chase PM/PW let them.

frogstar

Thanks for the responses. Wasnt getting anywhere with the email corrs as 4 times they came back to me spouting the freight policy. They just didnt understand the main issue that it was delivered to wrong address.

Found the live chat function this morning and they refunded me straight away with no questions at all.

Going to update address now to ensure items don't go to PM in future

sweetie

webchat or a call is the only way to deal with them. Fair play, good result.

tnegun

Great result and that's pretty much been my experience with them too once the problem is clearly theirs they refund on the spot.