I made a purchase of a laptop from Amazon half a year ago. However, when the package arrived, I was shocked to find that it contained a book and other items cleverly packaged to mimic the weight and proportions of a laptop. Amazon instructed me to return the package for a refund, and they even provided a returns label and sent a courier, UPS, to collect it. Unfortunately, UPS has informed me that the package got lost during transit. The problem is, UPS won’t allow me to apply for compensation because Amazon is their customer, not me. They directed me to ask Amazon to contact them, but Amazon insists that UPS should be the one to call them. In the middle of all this, Amazon has withheld the £1,399 refund. I have been fruitlessly spending months calling and emailing both parties for a resolution.
My sympathies go out to you, MM, from Cardiff. I can confirm that UPS is correct in this situation. Their contract is with Amazon, so it is Amazon’s responsibility to file a compensation claim. However, Amazon should have refunded you in the meantime. It was only after my intervention that they finally did so. In a rather casual manner, Amazon stated, “We work hard to provide a great customer experience, and we’re sorry that hasn’t happened on this occasion.”
Unfortunately, this is not the first time UPS has put up obstacles for customers whose goods fail to arrive. In June, I assisted another person who was told to obtain a police report before claiming a refund. Amazon’s excuse was that it was an error made by a single uninformed agent. However, they did not respond when I pointed out that numerous other customers have reported similar instructions, which clearly goes against their legal rights.
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