Scammed by Amazon Seller and A to z refund request denied - Need your insight!

LCastcore on 29/04/2020 - 16:11

Hello OzBargainers,

I have always loved using OzBargain and check here daily to browse all the great deals, today however, I have finally made an account because I need some of the collective OzBargain wisdom on the forums. You see my Girlfriend decided to buy me a projector for my birthday on Amazon.au and long story short didn't check the third party seller rating, got given a fake tracking number (LH718496726CN), and tried to contact the seller with no responses.

I filed a A to z guarantee claim stating that the tracking number provided was either a fake or the product was delivered to a random location in Queensland the day after the order was made. It also shows that the product started shipping on the 29/03 which is well before she made the order from Sydney on the 08/04. Looking at the A to z guarantee I thought we would definitely get a refund because it states…

"You have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner."

…which if I'm not mistaken the tracking number shows a delivery confirmation in Queensland the day after the order so this should fit in the category. Despite this the A to z refund request was denied (twice) and now there are no options to appeal or do anything about the order other than contact the seller. Amazon didn't give any information as to why it was denied, perhaps I am misunderstanding the A to z guarantee, regardless I'm not sure what to do next as it seems like amazon wont help and the seller definitely scammed her.

Here is the sellers profile: https://www.amazon.com.au/sp?seller=A34UUQPEMXKMZ3

I look forward to hearing some responses, no need to tell me not to get a cheap projector, I already know this and have offered to pitch in so we can get a decent projector once this has all been resolved :)

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Comments

  • xers on 29/04/2020 - 16:21
    +3

    I'd recommend contacting your bank/credit card issuer and request a chargeback.

  • spackbace on 29/04/2020 - 16:22
    +4

    https://www.amazon.com.au/gp/help/customer/contact-us/

    Step 2:
    Where's My Stuff?
    Tracking shows delivered but order not received

    You'll get phone call, and chat options.

    Talk to them

    Looks like the seller doesn't have anything else up for sale any more, so it's likely that Amazon have already stopped them from selling, so they should be aware of them being dodgy.

    Lol @ the seller's name tho!

    QinHanXinChengPingPingBaiHuoXiaoShouDian

    Jees

    • kahn on 29/04/2020 - 16:29
      +4

      It means "he who scams".

    • Castcore on 29/04/2020 - 16:47
      +2

      I have now given them a call and it seems like their mobile support is much better than messages/email. They said they would look into it instead of just denying my request which is great news! Big thank you!

    • EightImmortals on 29/04/2020 - 17:54

      Is he related to Tarquin Fin-tim-lim-bim-lim-bin-bim-bin-bim bus stop F'tang F'tang Olé Biscuit barrel?

    • iforgotmysocks on 29/04/2020 - 19:17

      QinHanXinChengPingPingBaiHuoXiaoShou for short

      • EightImmortals on 30/04/2020 - 07:41

        I put it into google translate for funsies and I think I just broke the internet.

  • barozgain on 29/04/2020 - 16:26
    +4

    hi Kate

    • FireRunner on 29/04/2020 - 16:27

      Haha, saw that too

    • Castcore on 29/04/2020 - 16:48

      Haha yes, my girlfriend left a rather unimpressed review.

  • FireRunner on 29/04/2020 - 16:26

    A-to-z Guarantee
    From what I can tell it should be applicable. You're best off talking over phone or chat and explaining the situation. At least the very least you'll be able to determine why it's being rejected. If all else fails do a credit card/bank chargeback

  • brendanm on 29/04/2020 - 16:47

    Was the sellers name not enough to shout that it was a scam?

    • Castcore on 29/04/2020 - 16:51

      I guess not haha, shes not an online shopper.

      • brendanm on 29/04/2020 - 16:53

        Oh, that's unfortunate then. Just do a credit card chargeback if Amazon don't sort it, but I would be extremely surprised if they don't.

  • JoeSoap on 29/04/2020 - 19:00
    +1

    noticed others have also posted negative reviews of not receiving items should assist in your claim. GL

  • bluesky on 29/04/2020 - 19:06
    +2

    Give them a call, here is the number - 1800 571 894. Maybe some aspects were not as clear in written form.

    I have recently rung up regarding a purchase, to claim the A-Z Guarantee. The customer service was extremely helpful.
    Even diarised to ring me back a few days later to follow-up, because some steps took time, like having to wait for seller response.
    He wrote to the seller on my behalf as well. I was so impressed with the help.

    The seller in my case refunded quickly - possibly helped by the fact that Amazon contacted them.

  • SBOB on 29/04/2020 - 19:17
    +2

    ive found amazon support to be really easy/helpful via the chat messenger
    I would start there rather than via email

  • Skramit on 04/05/2020 - 08:40

    Contact amazon support in chat. They are usually amazingly helpful in chat. I had an exact situation like yours with a fake tracking number and they refunded me straight away when i contacted them and even gave me a gift card for my troubles to rebuy the item from amazon not a 3rd party seller.

    • Castcore on 05/06/2020 - 14:21

      Thank you for letting me know about this, I might give the chat option a go because over the phone hasn't yielded a successful refund yet despite customer support saying it would happen.

  • Skramit on 05/05/2020 - 08:46
    +1

    Update pls OP

    • Castcore on 05/06/2020 - 14:13

      Sorry this is now a month after you commented, No refund yet. Amazon support has seemed helpful over the phone but after three calls have said the same thing that they will "follow up the refund request" so not fully over with yet.

  • haru on 05/05/2020 - 10:06

    The A-to-z Guarantee doesn't cover Chinese characters, no wonder you got denied! :p

  • dmbminaret on 31/05/2020 - 12:51

    Did you get your money back? I'm looking at a ridiculously priced go pro:
    https://www.amazon.com.au/gp/product/B07YGSXVB8/ref=crt_ewc_…

    • spackbace on 31/05/2020 - 15:35

      miepieshangmaoyouxiangongsi
      just launched No feedback yet

      Yep totally worth wasting your time on…

    • Castcore on 05/06/2020 - 14:25

      I'm not sure if the seller you were talking about has been removed or not. But the prices seem to be pretty standard on the link posted. I still have not gotten a refund, I'm not sure if it's because of covid or for some other reason. Going to give the chat option a go instead of call.

  • Castcore on 05/06/2020 - 15:36

    Still no response from Amazon with regards to the refund. Three calls all resulted in being told that the issue will be raised and we would be contacted but have not yet been contacted. I used the live chat option today and was told the same thing and that we'd hear back from the sales team in 1-2 weeks. Hopefully this time we hear back. I asked if they could write down a note in case we didn't hear back so the next time we contact them they know we have been contacting them. But I was rest assured they would contact me. Fingers crossed.

    • bluesky on 05/06/2020 - 17:43

      I think when the seller is contacted, they are required to respond in a few days. You should find out what their response is, so that you know how to proceed. Did you contact the seller, or did Amazon contact the seller?

      If no response is forthcoming, perhaps CC chargeback. Although this should be unnecessary - Amazon's A-Z guarantee is supposed to cover you, and refund you, if the seller is dodgy. One month seems a bit long for Amazon to resolve this. Just my opinion.

      Maybe you need to be more assertive (but still nice though, the person at the other end is just trying to help and deserved to be treated with respect) with Amazon - I don't think it is unreasonable that by now, Amazon can refund you; they can follow up with the seller to recoup the amount if they want. That, I think is the point of the guarantee. Otherwise, find out how to escalate this or raise a complaint, given you have waited quite long for a resolution.

      I do wish you all the best.

      • Castcore on 06/06/2020 - 13:18

        Amazon contacted the seller on our behalf to do this on the 29/04. Said we would get a refund if they didn't respond in 3 days. I suspect this got lost and each of the other calls were just ignored because its been 38 days and no communication or anything.

        I've used the Amazon live chat 3 times over the past 2 days progressively becoming more blunt, they keep saying they launched an investigation yesterday and will get back to me in 2 weeks. They're pretty good at dodging questions and wont tell me why things haven't happened or have been denied, I suspect it's on them that things haven't happened but not like they're going to throw themselves under the bus.

        I agree that it should have been resolved by now, actually we completely meet the criteria for the A-z guarantee so I'm quite disappointed that they're not honoring their own guarantee (this investigation is not part of the guarantee). If it was eBay the issue would've been resolved in a few days and the ability to use paypal would've made it even easier.

        Oh well, I guess i'll just have to wait for the investigation to finish. I asked if they'd give any compensation for the 2 months that have elapsed since purchase and they said they'd credit $5 but that never came through, oh well.

        Thanks for all the advice and moral support!

  • Castcore on 06/06/2020 - 13:32

    If anyone is interested you can ready my most recent conversation here —-> https://pastebin.com/TLBdy0AH

    What's interesting is if they don't want to deal with you anymore and want to transfer you to someone else it says "You have lost connection, attempting to reconnect" and then you "reconnect" with the other person.

    • bluesky on 06/06/2020 - 17:39
      +1

      What's interesting is if they don't want to deal with you anymore …

      The reason why I don't chat, but call. I find that with a call, it is easier to make a connection with the other person, they are generally more empathetic and sympathetic, and often they go above and beyond their call of duty to help, whereas chat is quite impersonal.

      At this stage, I think you will have to wait, at least you have spelled out your case quite forcefully.
      BTW I saw the bit you were worried they would refund with credit. In my case, they refunded me in the original medium of payment (gift card).

  • Seven8Nine on 06/06/2020 - 21:07

    Similar sellers I have seen selling eufy camera for half price of amazon price.

    I contacted amazon for such seller validity, they said dont worry purchase will be protected by A to Z guarantee.

    I didn’t bought but now and then it happens ( a lot)

  • Castcore on 21/06/2020 - 11:30

    Update 21/06/2020: 74 days after purchase made, 55 days past expected delivery, 53 days since initial claim.

    While promised by Amazon that my claim had been raised to the 'concerned department' on the 05/06/2020 and that they would take a maximum of 2 weeks to get back to me, it would seem as though my Amazon luck is sill running short. Today I was told that they would raise the claim to the 'concerned department' and when I asked what happened to the one two week ago they said it had been withdrawn. I've been promised this time that they will get back to me within two weeks and that I will definitely get a refund, but this feels like a common theme so far haha. I guess we will see.

    • bluesky on 21/06/2020 - 16:55

      I asked what happened to the one two weeks ago they said it had been withdrawn

      This is really not a very good explanation. Of course, go with what you are comfortable with.
      But if it were me, there is enough of a history of broken promises by now, to call up and demand some concrete explanation and action.

      Ask to speak with a higher-up etc. Ask to be called back within, say 2 days, with the outcome. If they cannot move on that, mention that you will do a CC chargeback. I can't remember the timeframe, but maybe the delaying tactic is so you cannot do a chargeback.

      It is worth finding out why the request gets denied and withdrawn several times. Is it because they think you did receive the goods and it is a scam? Then provide more evidence, if it were possible to do so. But this lack of communications from them, and dragging on is exhausting, just reading it :-) Sorry I do not mean to make light of your situation at all. In fact, I would like to see it resolved for you.

      • Castcore on 21/06/2020 - 21:50

        Thank you, I completely agree, I was actually furious when I got a vague dodge around the question response of "it was withdrawn". I didn't get too mad in the chat though because I just wanted to get another transcript before my partner calls up. I figure I can't call up because then they will probably think it could be a scam because I'm not 'Kate' haha.

        I'm actually so disgusted with how it's being/been handled but I also know that for most people Amazon is usually great, so it's. a bit sucky.

        She's planning on calling tommorow looking for them to give some direct answers and dropping the idea of a cc charge back. I would like to avoid that though because that will result in a longer investigation from the bank haha.

        I think it's a great idea to say we want to hear back within 2 days instead of 2 weeks, and if they need more evidence we can provide. Thank you for the suggestion. I will you know how the call goes tomorrow.

        • redhotchilli on 04/08/2020 - 18:49

          I have been very recently been scammed in the same way and aren't getting any support from Amazon either, :(

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