Amazon.ie -Terrible customer experience when tried to make return within 14 days cooling off period

TestLink

I recently purchased 2 x 32" ASUS VA curved monitors from Amazon.ie and I got it delivered on 29th June 2025. The purchase price was around €450. I opened one monitor and try to work on it. It was mainly for work from home purpose. I was absolutely shocked to see that the text content on it is almost unreadable. The pictures were oversaturated. I tried different settings mentioned online like configuring ClearType text, setting screen profile to FPS, setting up adaptive sync and couple of other things but the display was horrible. I started a return process on the same day, but Amazon.ie wont accept the return mentioning that the item was refundable. The customer support agents mostly from India (from their names) were really rude and I was transferred from one agent to another / from one section to another, but with not much help.

At-last I decided to contact CCPC.ie. CCPC confirmed my rights to return any product within 14 days under the Distance Contract clause in Irish law. No reason whatsoever needs to be given to return the item under the cooling off period. 

Only personal hygiene products and inner-wears etc are excluded from this clause. I was told that Amazon.ie reason that the "item is classified as non-returnable" is totally wrong and wouldn’t stand as this item does not fall into any of the excluded categories.

I was given two options by CCPC to get a refund from Amazon.ie

1. I have the right to go to Small Claims Court in Ireland and get a refund as the money involved is less than 2000 Euro.
2. I can request my bank for a Charge Back, as I paid Amazon Ireland from my bank account.

I have now approached my bank for a Chargeback and is waiting for a reply from them.

Just sharing my experience with you as this has caused terrible ordeal for me in the last 3 days. But also to let you guys know your rights that the 14 days cooling off period under the Distance Contract clause is applicable to all electronic items and gadgets that you buy online from sites like Amazon.ie

You dont have to worry about who will buy it if you return an item etc. Billion dollar companies like Amazon makes mad profit when they sell an item on their platform and they cover for any returns.

con747

Amazon has a very good return policy when it comes to faulty items usually you click on the return button on the order and send it back no problem if it was bought and shipped from Amazon. The only issue I ever experienced was with a laptop and nobody would ship it back because it had a built in battery in it.

I never needed to go down my 14 day cooling off period route or small claims court. Did you try to just return it from the return button in the order details OP?

VinLieger

Had an issue a few years back when i also purchased 2 asus screens from amazon.de which were about 400 each. The ones i received were not the correct model and probably worth only about 150 each. Initiated the return that day explaining the issue that they sent me the wrong screens and had the agent also re-order the original screens again for me, I sent what i received back within 2-3 days. What followed was 2 months of torturous stonewalling, exacerbated by a langaueg barrier dealing with the DE site, where they claimed i sent back the wrong screens, ignoring that they were the ones i received with the same amazon order numbers and stickers etc on them in the first place. They reversed the original refund so while i did eventually receive the actual screens I wanted amazon had also now got my money twice for them. I did threaten a chargeback for the original refund after which they closed all my amazon accounts, audible, kindle etc. It was only after getting in touch via then Twitter that someone finally got the issue sorted with my accounts reopened and the refund back.

Long story short be very careful threatening a chargeback or any legal action as they may very well just shut your account and make sure to try absolutely all avenues of contact first.

Its also for this reason I only use a credit card with amazon or any online purchases now as a chargeback via visa or debit is far more lengthy and complex than a CC.

TestLink

https://www.boards.ie/discussion/comment/123596222#Comment_123596222

When I go to orders, I see the below

When I go to Orders → Not Yet Dispatched, it shows the below

When I go to Return an Item, I see the below.

I requested several tomes to various Customer Care Agents to change the status of the item to "Delivered" they wont do it!. So something fishy with the whole process.

Any way I am waiting for my bank to come back to me regarding "Chargeback", provided all the chat transcript with the customer care agents flatly denying my request to return the items.

Is it possible to contact an Amazon.ie Customer Care Manager directly, bypassing the customer care agents?

Any leads welcome. This is my first bad experience with Amazon!

TestLink

https://www.boards.ie/discussion/comment/123596256#Comment_123596256

Any way to contact an Amazon Customer Care manager directly ?

I had no other option but to raise it first with CCPC and then as per their advice contact my bank regarding this for a chargeback. The customer care agents were in no mood to help me in any way. I could argue with them for ages but no favourable reply in sight.

con747

https://www.boards.ie/discussion/comment/123596265#Comment_123596265

It says sold and dispatched from Amazon.ie but also underneath it says get it faster by buying on Amazon.uk. Strange for Amazon to be like this for an item supposedly shipped and sold by them. I stayed with Amazon UK prime because I had no faith in the Irish set up and going by reports on all the threads in here so far it was the correct decision. https://www.amazon.ie/ASUS-Gaming-VG32VQR-Curved-Monitor/dp/B093QD6M63

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https://www.boards.ie/discussion/comment/123596300#Comment_123596300

You are right. This is my first experience buying anything from Amazon.ie. I am a long term customer and bought loads of stuff from Amazon UK site and no issues at all. After settling this I will never go back to the **** Amazon.ie website and who ever managing it!

VinLieger

https://www.boards.ie/discussion/comment/123596287#Comment_123596287

It was 4 years ago so unfortunately I don't remember exactly what I did but i do remember getting them on the phone several times and i think speaking to a manager as well but i dug through the website alot to get these numbers, most of my correspondence ended up being via email as well. I had to resort to twitter in the end as once my accounts were closed i couldn't access any support channels or details for getting in touch at all. The agents you are dealing with very likely dont have the ability to switch the order status so you can initiate the refund and id wager dont understand the issue or why its actually illegal to not allow a refund, I would suggest asking them to speak to a manager but honestly also try twitter or some form of social media.

con747

The Irish c/s number is +353214839800 if any use to you OP.

TestLink

https://www.boards.ie/discussion/comment/123596362#Comment_123596362

Many thanks. I will give it a try.

TestLink

https://www.boards.ie/discussion/comment/123596362#Comment_123596362

This number seems to be not working. 😥

Still no favourable replay from Amazon side. So relying on my Chargeback application with my bank.

con747

https://www.boards.ie/discussion/comment/123601086#Comment_123601086

That's the number a c/s agent gave me in a chat on the Irish site when I had an issue with an order to call in future but I'm not surprised it doesn't work with the way the site is.

Cabaal

Amazon offers a callback form you can use, there's no need to phone a number at all.

Visit https://www.amazon.ie/hz/contact-us/foresight/hubgateway-issues-10
Click "Something else"
Click "I need more help"

Use the callback form and they'll call you straight away.

con747

https://www.boards.ie/discussion/comment/123601791#Comment_123601791

They shouldn't be giving out a number for Irish c/s though if it doesn't work.

Cabaal

https://www.boards.ie/discussion/comment/123601815#Comment_123601815

I'd agree, they shouldn't.
There's a callback form for a reason and they should tell customer's to use that, they've told me a few times.

OP, if customer service by phone can't fix your issue then just email managingdirector@amazon.co.uk and they should be able to sort it.

It'll save you the chargeback stuff

POBox19

https://www.boards.ie/discussion/2058418555/amazon-ie-terrible-customer-experience-when-tried-to-make-return-within-14-days-cooling-off-period

Amazon.ie wont accept the return mentioning that the item was refundable.

Refundable should be ok, you get a your money back and bring the faulty monitor to WEE recycling?