Amazon UK Customer Service Issues

On 13/11/21, I contacted Amazon via web chat to inquire about switching my Prime account to a student one. They informed me that I needed to cancel my current account first. They assured me I would receive a full refund, confirmed in an email. However, I later received an email stating the refund amount would be £72.68 instead of £79 due to a purchase made on 10/11/21, prior to my Prime renewal on 11/11/21. When I questioned the disparity, they mentioned my long-standing student Prime status prevented reapplying. I feel misled as this crucial detail was not disclosed initially. Dissatisfied, I asked for the refund adjustment to the full amount. Having not used Prime post-renewal, I now opt not to renew due to this experience.

I ordered a Bona wood floor cleaning kit for delivery today. Unfortunately, when the delivery driver rang the bell for my flat, he left very quickly before I could get to the door release button. I tried to find him by taking the lift to the entrance but missed him. When I called out, he was on the stairs with my parcel. I asked why he didn't wait longer, and he responded rudely, even threatening not to deliver to me in the future. This behavior is unacceptable, especially the threat to withhold future parcels. Please ensure this won't happen again. I've been a loyal Amazon customer for many years in both the US and the UK. -A.P.

I recently bought a battery-operated ride-on car online, after the first seller made an error with my initial order and refunded me. The second seller confirmed the delivery of the item, a £[redacted] Jaguar ride-on car for children, but I never received it. Despite the seller claiming all large packages are signed for, I have no proof of delivery. They also mentioned they wouldn't leave the package without someone home, but it was left outside. My neighbors didn't see the package either, and it seems like it may have been stolen. The seller says it could take up to 5 months to get carrier info and involving the police might not be helpful. I'm frustrated as it's been challenging to order these cars, and now I'm out of pocket yet again. Any advice on how to proceed would be appreciated, especially since the Amazon app indicates the item is missing, despite the photo showing it delivered at my door.

I purchased a Huawei 5G modem/router that I believed was from your store, but it seems to have come from an outlet. I'm worried because the product displayed on your website was the Huawei 5G model I was expecting. I researched extensively before purchasing and noticed a significant price increase on your site to over £[redacted]. The item I received has a "3" logo on it. There was no setup guide or warranty papers included. I am unsure if this is a rejected or used Three item. Despite not having official internal 5G, the download speeds are impressive. I am guessing you may direct me to the outlet, but I would appreciate hearing from you first before proceeding. Thank you.

My account was closed after two deliveries were stolen from my doorstep. Despite updating my delivery preferences and providing a police report for the thefts, Amazon only refunded one item under £20. They refused refunds for the other three items over £50, claiming successful delivery despite leaving the items in plain sight on the street. Despite sending the police report multiple times and receiving contradictory responses, I was finally promised a refund of £54 for one item, which is now missing from my email. I cannot access my account to track missing orders and deliveries, and I have received no response to ten emails sent regarding this issue. I need advice on how to recover my money.

I placed four orders this weekend with the expectation of being charged £44.97. However, I was charged the full amount without the discount for the "buy three, get the fourth free" offer I had selected. Despite canceling the order made at full price immediately after realizing my error, it has not yet reflected in my cancellations. The correct total is shown on my order, but I need the overcharged amount returned to my bank account promptly. It was unfair of Amazon to handle the situation in this manner. The order details are as follows: ORDER PLACED: 26 November [redacted] TOTAL: £44.97 DISPATCH TO: Gillian Dorricott ORDER # [redacted]-[redacted] I have been debited £59.96 from my bank account. Please address this issue by refunding the excess amount for the inconvenience caused, including addressing the confusing email communication regarding this order. Thank you.

1) I received a package from a courier that was intact with no signs of tampering. 2) After the courier left, I opened the packet, and still found no evidence of prior opening. 3) Upon inspecting the boxed SSD, I noticed the security seal on the box was cleanly cut, and the SSD was missing. 4) I reported the missing item to Amazon customer service through live chat and was told an investigation would be conducted within 1-2 hours. 5) I received an email stating that the recorded dispatch weight matched and that the delivery was confirmed. Amazon advised me to report it as a crime and provide a police report for further action. I paid £[redacted].00 upfront with my debit card and want either a replacement product or a refund. I understand the need for investigation but feel frustrated as a genuine case of a missing item. I expect Amazon to honor the agreement and either send me the product or refund my money to my bank account.

I recently noticed that £79 was withdrawn from my account without my authorization. I have already taken steps to prevent any future unauthorized payments. I am disappointed with the company because I usually enjoy purchasing items from you. I kindly request a refund of this money, as I did not authorize this transaction. With Christmas approaching, being a pensioner with limited funds, and not being very tech-savvy, I would greatly appreciate it if you could refund me the mentioned amount. Thank you in advance. Regards, Mrs. C. Rimmer.

Hello, I've been receiving multiple phone calls in the last few days from someone claiming to be from Amazon, alerting me about suspicious activity on my account. I suspect this might be a scam. If needed, please contact me at 01[redacted]43. Kindly note that my email information is under my husband's name, [redacted], as I do not have one on file. However, he is currently unable to access his emails. Thank you, Lynne Ward

I bought a retractable reel washing line, but couldn't attach it to my wooden shed properly. I returned it promptly and got a refund of £14.44. However, the seller claims they haven't received the return, and now I've been charged for the same item after the refund. My order number is [redacted][redacted]. I've already tried to resolve this issue without success. Feeling very frustrated. How should I proceed? - K. Huyton

My account has been locked due to fraud activity. Despite receiving emails confirming the resolution, my account remains inaccessible. Customer service representatives have been giving me conflicting information, asking me to wait 24 to 48 hours for a response that never comes. When they do respond, they direct me to unreliable methods like online chat. The security questions cannot be addressed via email, causing a frustrating cycle of ineffectiveness. Even reaching out to the Managing Director has yielded no response. I am seeking advice on how to successfully unlock my account. Thank you, Jacquie Gill.

I have been unknowingly charged for Prime Video since a payment was deducted from my account on 09/08/21 under reference number [redacted]1 GBR. I did not request this service or use it. In July, I was informed I had a one-month free trial and would be billed after unless I canceled. Since I did not activate or use the service in any way, starting to charge me after the trial without my consent feels like theft. I demand a prompt refund of all the unauthorized payments before I escalate this issue. Please provide an explanation promptly.

I am trying to get a refund on an item with the order number [redacted]-[redacted]. I sent back the item at my own cost of £18 four months ago and have the proof of postage. I also have video evidence showing that the item was faulty. I believe that I should not have to cover the return postage for defective items. I am looking for a refund for both the product and the postage. The refund process only provides the option to print a return label, and the company has acknowledged the return. I had already printed out the label, which is making it challenging to proceed. I have attempted to resolve this through online chat but have not made any progress. Thank you for your help, Dylan

I just want to express my immense gratitude to Amazon and the team. I have placed multiple orders throughout the year, and the level of service has been exceptional. While there have been a few hiccups with some items, the Amazon team members I have interacted with have always resolved the issues with a wonderful attitude. I truly appreciate the fantastic work each and every one of you does. I understand that you work tirelessly, even putting in extra hours during Christmas, including the drivers. I want you all to know that I value the excellent customer service provided and the care the delivery drivers show - always with a smile. I think you are all truly amazing 👏. Have a wonderful Christmas xx

I purchased a set of six 'Green Simpahome stackable chairs from Anything4home on Amazon Marketplace. Unfortunately, one of the chairs arrived damaged. Anything4home requested a picture of the damaged chair for replacement. It has been since early November, and I have not received any updates from them. They were efficient in taking my order and payment, but the process of getting a replacement chair has been slow. I hope this issue can be resolved soon.

Dear Sir/Madam, I am reaching out regarding an issue with my online purchase. I acquired an ovio cooling stand in October this year, and the fan on the unit has malfunctioned, producing a loud grinding noise. Additionally, it is not spinning as it used to, generating significantly louder sounds. I am interested in exchanging it for a new one. Unfortunately, as it has been a few months since the purchase, I do not have the option to return it through the Amazon website.

I placed an order for an item that was supposed to be delivered, but it did not arrive as expected. Here are the details of the order: Dispatch Confirmation Order: #[redacted]-[redacted] Hello, I received a dispatch notification from K-MART LIMITED (NEXT DAY DELIVERY FROM UK) stating that my item has been sent. The order cannot be changed now and was paid for using my Mastercard. Expected Delivery: Tuesday, November 30 Delivery Address: Yvette Bridgnorth, Shropshire Order Total: £19.99 Payment Method: Mastercard - £19.99

Hello, My name is Derek O'Meara, and I reside at 17 Old Clombrusk, Ballymahon Road, Athlone, Co. Westmeath, Ireland, N37CF85. As a customer of Amazon for two months, I recently had an issue where I accidentally dropped my phone in water and am unable to access it. Additionally, I have forgotten the password to my Gmail account: [redacted] Unfortunately, this has prevented me from placing any orders or contacting customer service for assistance. Although my Prime membership is connected to my account and my payment information is up to date, I am unable to log in. My previous phone number was [redacted].

I placed an order for 2 manuka honey jars on Prime during the Black Friday deal. I received several emails notifying me of delays. A week later, I noticed next-day delivery options on Prime. Upon contacting customer service about my situation, they informed me that the items were damaged in transit, resulting in non-delivery. While I didn't request a refund, I only wanted my items. The customer service representative assured me they would reorder and, as a gesture of goodwill for being a Prime member, issue a refund. Up until now, I've had no issues with Prime deliveries and prefer purchasing through Amazon Prime whenever I can. Unfortunately, this time I didn't benefit from Prime due to the order cancellation without notification about the damage. Upon checking my account, I saw the refund notification, indicating I should return the item upon receipt. However, it now states the item has been refunded. Thank you, Dorothy H.

I accidentally ordered a Barbantia rotary drier from Amazon on October 20, [redacted], and immediately requested a cancellation, which was deemed impossible. I was advised to accept the delivery and return it or refuse it for a refund. I chose to refuse the delivery, which was tracked back to the seller in Edinburgh on October 28. However, I have yet to receive my refund of £74.99 paid by credit card even after almost two months. Being a senior lady who is profoundly deaf, I am struggling to resolve this issue. I tried calling Amazon twice, but due to my hearing impairment, I could not communicate effectively.