As companies move towards AI-powered everything, it’s becoming increasingly difficult to speak to an actual human when you need help.
Anthony, a Metro reader from London, is one of countless people who finds this frustrating — especially so after a recent issue with Amazon.
He’s going round in circles trying to sort out a product return through the site’s customer service bots, and can’t get through to a person no matter how hard he tries.
In this week’s Money Problem, personal finance journalist and consumer champion, Sarah Davidson, offers her advice on breaking the stalemate.
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If you’ve got a money problem you’d like Sarah to look into, fill in this online form or email sarah.davidson@metro.co.uk, providing as much detail about your situation as possible.
No issue is too big or small, and all submissions will be treated with the strictest confidence.
The problem…
My problem is in some ways small but I believe it hides a mountain of difficulty for most of us ordinary folk. I recently ordered an item on Amazon but it didn’t arrive until four days after it was due and when I opened it, I discovered it was the wrong size.
I followed the instructions provided by Amazon to get a refund to the best of my ability, posting it back to the seller using the label Amazon gave me. But now I am getting push back from the seller who says they haven’t received it.
I’ve tried to contact Amazon but am either blocked or dealt with only by Amazon robots saying that they have ended the claim. I’ve written a letter to complain but I can find no way to send it – Amazon only seems to offer a chat line limiting comment to 70 words.
I feel they do everything to thwart any complaint and I am at a loss. I think that the public should see what is happening here – I don’t believe that I can be the only one.
I wonder how much this occurs and how many people are being cheated in this way.
The advice…
Dear Anthony,
Thank you for raising this – as you say, it’s highly unlikely your experience is unusual.
You told me the item in question cost you £11, which might seem like a small amount to some people, but it will make a difference to others who need every penny to keep up with bills and the cost of living.
Moreover, say 1,000 people end up £11 out of pocket, then that’s £11,000 that hasn’t been refunded to customers – hardly negligible. Now imagine that number when you consider that last year Amazon delivered more than one billion items for Prime members in the UK the same or next day. Even if just one in 10,000 customers is unable to get a refund for a wrong or faulty item, we are talking millions of pounds.
Metro contacted Amazon via its press office on your behalf and, on this occasion, we have secured you a full refund, which will arrive within five business days.
We did also ask Amazon to explain how you could have done this on your own behalf and how often this sort of thing happens to other customers, but didn’t get an answer to either question.
Although this is a satisfactory outcome for you on this occasion, it does beg the question, what about everyone else? It shouldn’t have got to the stage where a national newspaper had to sort the situation out for you. Sadly, this is the sorry state of affairs we’re dealing with today.
You do have rights and some simple ways to protect yourself though. Follow these general guidelines to stay safe.
What can you do?
Pay for your purchases using a credit card.
In the UK you’re protected by the Consumer Credit Act under section 75. This means if you buy anything costing more than £100 and less than £30,000 on your credit card, you can get your money back from your card provider instead of chasing the retailer if something goes wrong. They will then try to get the money back from the retailer themselves.
Use chargeback
If you’ve paid for an item using a debit or credit card or a charge card and the retailer is refusing to refund you, you can contact your bank and ask them to reverse the transaction. You’ll need to show that you didn’t get what you paid for – either the item wasn’t received, was faulty or not what you ordered – and that you’ve already tried to get a refund from the retailer yourself.
You can claim any amount back this way if your card is with Visa or American Express. If you’re with Mastercard, you’ll need to have spent a minimum of £10 to use chargeback.
Complain
You should write a formal complaint to the retailer directly if you’re not happy or can’t get a refund. Sometimes, this can prompt a refund via the customer complaints team.
Go over their heads
If you have already complained to the retailer and aren’t getting anywhere, you can raise a dispute with Trading Standards.
Ask for help
If you’re struggling with the bureaucracy, you can seek help from Citizens Advice by calling 0808 223 1133 in England and Wales or 0808 164 6000 in Scotland.
When are you entitled to a refund?
If you receive a faulty item or it doesn’t match the description or quality, you’ve got 30 days to return it and get a full refund.
The retailer can choose to replace the item or knock some money off what you paid rather than giving you a refund. But if they do this once and you’re still not satisfied, they have to refund you in full.
The refund rules apply even if you’re buying a service or digital content, such as streaming services.
If you just change your mind and want to return an item, the retailer will offer you a credit note instead of a cash refund.
Sarah Davidson is an award-winning financial editor and head of research at WPB.
Got a money worry or dilemma? Email sarah.davidson@metro.co.uk
