How do I escalate an Amazon complaint?

[watervole]

 I recently bought a second-hand book on Amazon (as I do regularly)

This one was advertised as 'very good' condition.  

When it arrived, it was clearly in 'poor' condition.

The seller refuses to pay return postage or to give a refund unless I return the book paying for the postage myself.

I've not encountered this kind of policy before.  It is not mentioned anywhere when you buy the book and appears contrary to what I can determine of Amazon's policy with regard to marketplace sellers.

The book is of no great value, one of the endless supply a one penny plus postage.

It's the principle of the matter.

The fault is theirs.  The book was not as described and I would not have bought it if it had been properly described.

I do not see why I should be out of pocket.

The seller is based in the UK.  

IN the meantime, I suggest you avoid buying any books from SNayler books

Comments

[feng_shui_house]

I don't know exactly how the UK Amazon works, but I suggest you try the contact us first- it *may* have a LiveChat option once you log in and start it.

https://www.amazon.co.uk/gp/help/contact-us/general-questions.html?skip=true

Also, I would go to the seller's Amazon & leave a review.

I once bought an out of print comic book from an Amazon reseller, listed as 'like new' condition. When it arrived, pages were heavily creased and one sheet had been sliced out of the middle. I left a not satisfied review and contacted Amazon. I told Amazon that since I couldn't get another I'd rather keep it, and they offered a small credit (nowhere near the price of the comic, but more than a pittance.)

It's worth a try, anyway.

[damerell]

It's pretty clear-cut under the Consumer Rights Act, which is what Sale of Goods is called these days; if goods are rejected (eg because not as described), "the trader must bear any reasonable costs of returning [the goods]".

Money Claim Online (which is what Small Claims is called these days) is quite painless, but you do have to be willing to follow through because you'll pay postage on your Letter before Action and you'll never get _that_ back without going through the process where you launch the claim.

[tictactoepony.livejournal.com]

When I had an issue with a faulty item from an amazon shop (electrical, not book) where the seller was being unfair, I contacted Amazon by phone directly - they were able to tell me correct procedure and assured me I had a right to do so. You could try that?

[watervole.livejournal.com]

I think I've found the correct procedure now -I've started the ball rolling and I'll see what happens.

[aralias.livejournal.com]

apparently you file an A-Z claim: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201460170

i get very upset when people complain about things that i've sold them, in the genuine belief that they were fine etc, but i assue by the time we are talking abut a poor quality book... i twas indeed poor.

[watervole.livejournal.com]

I've just filled in an A-Z claim. I'll see how it goes.


Part of my complaint to Amazon is that this particular bookseller NEVER (they said as much in their email to me) pay return postage, and this is clearly in breech of Amazon policy.

The book has tears at the base of the spine. That's clearly not in the 'very good' definition (I checked). It might qualify as 'fine' but no more. If I was still working in the charity bookshop, I would have binned it without hesitation.

[coth.livejournal.com]

Brian would say that "Fine" normally means "as new" or as close to that as a book that age can be, and is better than "very good" which should mean no tears, marks or damage but allows for some signs of wear.

Tears at the base of the spine should take it down to "fair" or "reading copy" and should ideally be mentioned in the book description.

Good luck with your claim.