Bored with Chasing a Company ..

[boxst]

Odd situation: I bought something on Amazon marketplace, paid, realised I'd made a mistake and cancelled the order. All well and good and I got refunded. Last week, the thing I ordered turned up.

I've called the company three times and each time they have wandered off to talk to their supervisor and said "You will get an email with how to return it .. ". No email.

Shall I just give up? It was only £35, but seems bizarre that I have to chase to get them to pick up something I haven't paid for.

[Who me ?]

Might be better to post in SP & L as it's more legal than technical .

[audi321]

From a moral stance I guess you've done your bit......give it a month and sell it on or give it away

[R1 Indy]

Have you considered that possibly they do not want it back??

It's possibly only worth a couple of quid to them,no not worth the cost of getting it returned.

[sebhaque]

It's Amazon. They're known for exceptional customer service. I would assume the "go get a manager" tactic is probably a polite way of saying go away.

Had the same issue when ordering a PC screen through Amazon (they were el cheapo 15" jobbies). They sent me two, I enquired how to send one back, they never got back to me. In fairness they probably acquired a stack of them from some defunct company and since I'd only paid about £40 for it, I assumed they just wanted shot of the lot and sent hundreds out as surplus. Funnily enough, I had the same issue today at work when I asked our IT guys for a new screen and ended up with two 24" screens, a 19" screen, and two surplus 3D mice.

[All that jazz]

sebhaque said:

It's Amazon. They're known for exceptional customer service. I would assume the "go get a manager" tactic is probably a polite way of saying go away.

Had the same issue when ordering a PC screen through Amazon (they were el cheapo 15" jobbies). They sent me two, I enquired how to send one back, they never got back to me. In fairness they probably acquired a stack of them from some defunct company and since I'd only paid about £40 for it, I assumed they just wanted shot of the lot and sent hundreds out as surplus. Funnily enough, I had the same issue today at work when I asked our IT guys for a new screen and ended up with two 24" screens, a 19" screen, and two surplus 3D mice.

Amazon Marketplace is the bit where other companies sell their stuff, it's not from Amazon themselves so this has nothing to do with Amazon customer services.

[boxst]

All that jazz said:

Amazon Marketplace is the bit where other companies sell their stuff, it's not from Amazon themselves so this has nothing to do with Amazon customer services.

Yes. It isn't Amazon just sold through them.

I will stop chasing and see what happens.

[Vaud]

A lot of places will just write it off, as it costs them more to process than to recover.

[silentbrown]

boxst said:

Yes. It isn't Amazon just sold through them.

You can still call Amazon customer support to help get this resolved. I've done this before to chase VAT invoices from marketplace suppliers.

If they dispatched them before the order was cancelled, then I would return them at my cost.

However, I *think* this may count as unsolicited goods.
http://www.adviceguide.org.uk/nireland/consumer_ni...

[AngryPartsBloke]

silentbrown said:

boxst said:

Yes. It isn't Amazon just sold through them.

You can still call Amazon customer support to help get this resolved. I've done this before to chase VAT invoices from marketplace suppliers.

If they dispatched them before the order was cancelled, then I would return them at my cost.

However, I *think* this may count as unsolicited goods.
http://www.adviceguide.org.uk/nireland/consumer_ni...

No, they aren't unsolicited in anyway. They are goods the OP requested and the cancelled after despatch. The same regulation that allowed him to do that and get a full refund also requires him to take reasonable care of the goods.

OP what do thier T&C's say about returns?

[silentbrown]

AngryPartsBloke said:

They are goods the OP requested and the cancelled after despatch.

The OP isn't clear on the timescale, but I got the impression they'd been sent in error *after* he cancelled the order, not just received after he cancelled.

Personally, unless they arrived weeks after you cancelled, I'd just post them back and swallow the postage cost. You ordered them, you've been refunded.

[All that jazz]

silentbrown said:

AngryPartsBloke said:

They are goods the OP requested and the cancelled after despatch.

The OP isn't clear on the timescale, but I got the impression they'd been sent in error *after* he cancelled the order, not just received after he cancelled.

Personally, unless they arrived weeks after you cancelled, I'd just post them back and swallow the postage cost. You ordered them, you've been refunded.

Most companies aren't set up to accept returns without an RMA number. If you just send stuff back willynilly it will sit in no-man's land and probably get forgotten about so you won't actually be solving the problem by doing that. I would hang on to it for a month or so and if you still haven't received a reply from them as promised then dispose of the item as you wish. It's not your job to run their business for them. You've given them ample opportunity to sort it out and they seemingly can't be arsed so it's their tough st if you flog it/bin it.

[audi321]

You mention they say 'you'll get an email'?

Have you checked your spam folder?

[silentbrown]

All that jazz said:

Most companies aren't set up to accept returns without an RMA number.

Lots of individuals sell on Amazon Marketplace, and RMA's are a B-to-B thing mostly. For consumer stuff, it's usually a case of just returning it with a copy of the paperwork that came with it. If you're worried they'll eff it up, get a signature on delivery.

Does the OP just want to avoid paying return postage, or does he really not have details of where to return it to...?

I still reckon the best approach is to get Amazon to sort it out.
http://www.amazon.co.uk/gp/help/customer/display.h...

[BobSaunders]

Email them. At least you made an attempt beyond trying to phone them.

I typically find nowadays that an email is better than a phone call.

[imagineifyeswill]

apparently Amazons despatch system cannot cope with returns and most off the time they just tell you to keep its cheaper and less time consuming for them unless its a very expensive item although that still doesnt seem to make any difference.

[boxst]

silentbrown said:

Lots of individuals sell on Amazon Marketplace, and RMA's are a B-to-B thing mostly. For consumer stuff, it's usually a case of just returning it with a copy of the paperwork that came with it. If you're worried they'll eff it up, get a signature on delivery.

Does the OP just want to avoid paying return postage, or does he really not have details of where to return it to...?

I still reckon the best approach is to get Amazon to sort it out.
http://www.amazon.co.uk/gp/help/customer/display.h...

I don't want to pay return postage on something that wasn't ordered. Normally I would just return it ..

[silentbrown]

boxst said:

I don't want to pay return postage on something that wasn't ordered.

How could you "cancel the order" without ordering it?

I know what you meant... but the timings between you clicking "buy" and "cancel" are important for Amazon. Did you cancel within 30 minutes of placing the order? Or were you only able to submit a "cancellation request"?

Remember Amazon is a 24-7 operation: If the package was "fulfilled by Amazon" then it could easily be picked, packed and in the back of a van within an hour of you placing the order.

[TheLemming]

I've had a couple of bits from Amazon, both they sent out twice and were unsure of how to return.

One was a not cheap top of the line keyboard and mouse set. We didn't receive it. Flagged it as not received.

Then received two in quick succession a couple of weeks later.

Tried to call them to return one, they seem to think they had only ever sent one, had no record of sending another an no mechanism to return it. Also really didn't care.

In the end, still have both. One on my dad's PC one on mine

[MrTrilby]

TheLemming said:

I've had a couple of bits from Amazon, both they sent out twice and were unsure of how to return.

On the dispatch email, was there not a line saying "If you need to return an item or manage other orders, please visit Your Orders on Amazon.co.uk"? When I go to the "Your Orders" section of the website, I can see my orders going back for years, and each one has a "Return or Replace Items" buttons sitting next to it, regardless of whether it was an Amazon fulfilment or a MarketPlace seller. When I've had to click on that button in the past, it's been a fairly straightforward automated system that leads you through the returns process, and finishes with giving you a nice returns label to print out and stick on the parcel. I think for some stuff it even automatically booked a courier to come and pick it up, although it's been a while so I don't properly remember.