I purchased a laptop from Amazon six months ago, but the parcel I received contained a book and other items packaged to mimic the weight and proportions of a laptop. Amazon instructed me to return it for a refund, sent a returns label and a courier to collect it. The courier, UPS, has since confirmed the package was lost in transit. It won’t allow me to apply for compensation as Amazon is the customer, not I. It tells me to ask Amazon to contact it. Amazon tells me to get UPS to call it, and has withheld the £1,399 refund. I have wasted months calling and emailing to no avail.
MM, Cardiff
UPS is correct. Its contract is with Amazon and it is Amazon that should raise a compensation claim. In the meantime, it should have refunded you. This happened, but only after I intervened. It declares blithely: “We work hard to provide a great customer experience, and we’re sorry that hasn’t happened on this occasion.”
It has form for placing obstacles in the path of customers whose goods don’t arrive. In June I aided one who was ordered to get a police report before claiming a refund. Amazon blamed a single clueless agent and failed to respond when I pointed out that dozens of others say they have been similarly instructed in contravention of their statutory rights.
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