Kitchen mixer instead of laptop, airbrush paint set instead of iPad or shampoo instead of smartphone - complaints about wrong deliveries on Amazon cause irritation. Instead of quick clarification, Amazon asks those affected to return the item they ordered. According to the statement, no refund without return. In a case presented to the Lower Saxony consumer advice center, a customer's tip even led to the police seizing the missing goods. The customer still does not receive his money back. The Lower Saxony Consumer Center gives tips on what those affected should do.
Absurd: Amazon demands that products never received be returned
A consumer from Lower Saxony orders a laptop for around 2,900 euros from the online retail giant - and receives two kitchen mixers. What initially looks like a mistake quickly becomes a real nuisance: Amazon will only refund the purchase price if the laptop is returned. After the customer explains several times that he has not received the ordered goods, sends photos and files a criminal complaint, the money is supposed to be credited - but nothing happens.
When asked, Amazon finally explained again that the customer had to send the laptop back before a refund would be issued. “The behavior is incomprehensible to us,” explains Kathrin Körber, legal expert at the Lower Saxony Consumer Center. “At the latest with the criminal complaint, Amazon would have to recognize the process as a case of fraud and offer a solution,” said Körber. Instead, demanding that the item not received be returned is absurd.
“At the latest with the criminal complaint, Amazon would have to recognize the process as a case of fraud and offer a solution.”
Kathrin Körber, legal expert at the Lower Saxony Consumer Center
But that's not all: two weeks later, the consumer discovers the laptop on another online marketplace. The police take action and can seize the laptop. Although it is clear that the consumer has not received the ordered goods, the refund is still awaited.
Tips from the consumer advice center
An incorrect delivery should always be reported to Amazon directly and verifiably. “Unfortunately, the case shows that it can be advisable to open packages with witnesses and to document this with photos or even video recordings,” explains Körber. It can also help to pay attention to the weight when accepting packages and to keep the package label. The weight noted here may prove that the item ordered was not included. Because one thing is clear: If what was ordered and paid for is not delivered, customers have the right to a subsequent delivery or a refund of the purchase price; this also applies to Amazon.
If you have any questions on this topic, free advice from the Lower Saxony Consumer Center - on site, by telephone and via video.
Source:
Lower Saxony Consumer Center
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