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The issue in GetHuman1040683's own words
Dear Sir * Madam,**I am writing to you to raise an issue about: Online & Mail Order**The issue that I have experienced was: My mum recently purchased a SHARP television from Amazon (order reference ***-*******-*******.) She has been having problems with this television so tried to arrange a return.**My mum struggles to get out of the house so when she tried to arrange a return, she was told to enclose a note with the return detailing order number, and post back to the returns address - see attached e-mail.**However, when this came to be picked up, they would not accept this parcel without a barcode - despite Amazon advising that this was the way to return the item!**On ******** she contacted the helpline to see what could be done. She spoke to Rochelle who would e-mail her the return address and she was to write it on white paper and stick it to outside of tv box (nothing inside to say who had sent it back) and she arranged for it to be picked up the following day. My mum did query but Rochelle said it was fine.**On ******** she spoke to Samantha who gave her the run around. She asked to speak to a manager (Dannielle or Darnelle?) and she told her she either needs to find someone with a printer or take it to the post office, they were her only options. She her she couldn't do either and that she was on ESA and could not afford to lose £***.**I am appalled by the nature of the staff and how they treated her. My mum is a vulnerable adult who struggles to leave the house. As she told them various times she does not have access to a printer. They kept insisting that she print a label, take this massive TV to the post office to return (when she has mobility issues!) and just laughed at her when she asked what she was supposed to do.**This has left her incredibly stressed and made her ill because she is unable to return a TV and the staff at Amazon were so rude to her when she asked why they could not post her a label or offer her other options. Her mental anguish is horrific to see as her daughter and I am disgusted by such an attitude from a company where I have shopped for ** years and she has shopped for well over **.**It occurred on: ************I would like Amazon to arrange the return of this TV and post return labels and barcodes to my mum - which they said they did not do. I would like her then to receive a full refund for the TV. In addition I would like full explanations from Amazon of the behaviour from the staff involved, individual apologies from all, and compensation for the stress and anxiety this has caused someone who already struggles with day to day activities. I would also like to know what training they will be offering their staff to ensure that they offer good customer service.**I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.**Yours faithfully,**Stacey Bullimore**Registered email address *****@***.com *Order reference ***-*******-*********Flat ** *Colchester Court Melrose Avenue *CF** *AU
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