From: *****@***.com ******@***.com**Sent: Thursday, November **, **** *:**:** AM*To...

GetHuman1563458's customer service issue with Amazon from November 2018

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The issue in GetHuman1563458's own words
From: *****@***.com ******@***.com**Sent: Thursday, November **, **** *:**:** AM*To: *****@***.com*Subject: Your Amazon A-to-z Guarantee Claim for Order ***-*******-******** *Hello, **We have closed your claim for this order because you discarded the item before we resolved the claim. As a result, this order is not eligible for the A-to-z Guarantee.**To maintain an environment that is fair to both parties, we need to confirm that an item did not match its description or arrived damaged before we grant a claim. **If you need to file a claim in the future, we recommend that you not discard any item in the order until we resolve your claim. **You can learn more about coverage on the A-to-z Guarantee Help page on Amazon.co.uk (http:**www.amazon.co.uk*help*a-to-z). **If you want to appeal this decision, please reply to this email to reach a claims specialist.**-- Order Number: ***-*******-********-- Date of Claim: ** November ******Sincerely,**From: Donna Lamoureux ******@***.com**Sent: ** November **** **:***To: Amazon A-to-z Guarantee*Subject: FW: Your Amazon A-to-z Guarantee Claim for Order ***-*******-*********Subject: Re: Your Amazon A-to-z Guarantee Claim for Order ***-*******-******** *Good morning**I did not discard the item. I still have the item here.**You have not checked the details of this claim correctly.**I will go through it again as I have done several times previously.**The item arrived.**My husband was home.**The courier Hermes rang the bell but in the ** seconds it took for him to get to the door she had already thrown it over a six foot fence.**When I opened it one of the monkeys was smashed to pieces.**The box was WAS NOT marked fragile however the courier should not have thrown it over the fence in any case.**I spoke to Amazon that evening to report the behaviour of the courier. I was told it would be looked into but that I needed to contact the seller.**This I did*I provided pictures of the damaged box, the card from the courier stating it had gone over the fence and the broken monkey.**For several days I kept asking about my refund. Each time with a ** hour delay another question was asked about the delivery but with no mention of a refund.**The seller was not helpful at all. In fact positively rude.**Eventually I had a confusing message about a returns pouch being sent. **After a lot of confusion I realised that I was expected to take the parcel to the post office.**I said I cannot get to the shops easily or the post office for that matter as I have a disabled daughter. And asked why the courier that broke it could not collect it? I was told they do not do collections.**After all of this I rang Amazin. I was told by one of your operatives that said she could see all the emails that I shouldn't of had to go through all of this and not to worry she would arrange a refund. I said what should I do with the parcel. She said hang on to it for now but I doubt you will have to return it.**I looked at the order and it looked as though a gift certificate had been applied but I never received it.**I then had an email rejecting my claim with no reason. Rang. Operative couldn't tell me why so appealed. Rejected again. Rang again. Couldn't tell me why again. Now have this email.**All I wanted was the parcel collected and my money back.**I am utterly disgusted at my treatment.**I've been a customer since **** and have spent thousands of pounds with you but, that shouldn't matter. If I'd only used you once. The seller and the courier and Amazon all owe me an apology. **Please just refund my money. You can collect the parcel but it will need to be left out for the courier.**None of this if fair and I am totally stressed out and very upset.**Oh and by the way. Hermes have since continued to throw things over the fence even when I was home !**Donna Lamoureux

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Amazon

Customer service issue
Reported by GetHuman1563458
Nov 15th, 2018 - 3 years ago
Not resolved
Seen by 3 customers so far
Similar issue to 78277 others
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Timeline

GetHuman1563458 started working on this issue
Nov 15th, 2018 10:53am