Ama­zon seller sent bro­ken cabi­net

The Daily Telegraph - Your Money - - FRONT PAGE -

Please can you help over a fil­ing cabi­net I bought through Ama­zon Mar­ket­place? The seller is ig­nor­ing my re­quests to sup­ply two miss­ing poles, which are es­sen­tial for its con­struc­tion. JS, LON­DON

This fil­ing cabi­net cost £99.95 plus £2.95 for postage and pack­ing. Rather than just send­ing the miss­ing poles, the re­tailer kept ask­ing to have the whole item re­turned.

An ap­point­ment was made to col­lect it, but with a four-day win­dow for the col­lec­tion. There was an op­tion to leave the cabi­net in a safe place but you didn’t have any­where suit­able.

Some other ap­point­ments were not kept and when some­one did at last come to col­lect it they said that, as the item was half-as­sem­bled, it had to be bub­ble-wrapped. You said you had some bub­ble wrap and could pack it around the item. The driver said they could come back but never did.

You put in a claim un­der Ama­zon Mar­ket­place’s A-to-Z guar­an­tee scheme but this failed be­cause you still had the prob­lem­atic cabi­net.

Ama­zon wrote: “To en­sure the safe re­turn of the mer­chan­dise, please pack­age your item with care. We rec­om­mend us­ing a method that in­cludes sig­na­ture on de­liv­ery for prod­ucts val­ued over £20 as well as in­sur­ance for the value of the prod­uct.

“Please con­firm that the or­der has been re­turned by re­ply­ing to this mes­sage and pro­vid­ing us with the track­ing in­for­ma­tion for this re­turn in your re­ply.” But you had run out of steam.

Fur­ther to my in­volve­ment, Ama­zon agreed to dis­pense with all the palaver and re­fund the money with­out your need­ing to re­turn the cabi­net. More­over, it will pay for any­one you choose to come and take it away.

Ad­di­tion­ally, as a ges­ture of good­will it has added a

Newspapers in English

Newspapers from UK

© PressReader. All rights reserved.