On 30 November I ordered a camera bag from Amazon for my daughter for Christmas. It cost £23.99.
For some reason a computer glitch – either at my end or its end – froze the screen and I believed the transaction had not been completed successfully.
I restarted the ordering process a little later and this time witnessed the transaction complete successfully. It turns out that I had ordered two bags on two different orders. When they both turned up I completed the online returns section for one and chose “arrived in addition to what was ordered”, explaining the erroneous computer glitch.
Amazon acknowledged that the bag had been received back, but sent me an email stating no refund would be forthcoming as I had ordered in addition to the original by mistake. The camera bag I returned was in its original packaging and still in a pristine marketable state. How can it refuse me my refund of £23.99?
SW, Oxford
We have seen a noticeable increase in Amazon complaints recently, but this was a genuine mix-up.
You were fully entitled to a refund under both Amazon’s rules and consumer regulations governing online shopping. However, the company says you clicked on the button saying it had sent you the second bag accidentally.
It therefore thought it had sent you two bags for the price of one, hence the response.
It has now refunded you the £23.99 it owed you. Other Amazonians take note.
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