Amazon.co.uk - Beware!

[Top Cat]

Thought I'd ask/warn about experience with Amazon. Recently I enquired about availability of a video and accidently ordered through a Marketplace website through Amazon. My fault entirely, I understand, but it has been impossible to cancel the order or get a refund. The website -Retrowarez.com - has ignored all my requests so far and argues that it is not subject to a 'cooling-off' period. Is this typical and what are my rights as a consumer? In the meantime, be VERY careful of how you use Amazon. Has anyone else any other similar stories? I now have a video I ordered by mistake and do not need, with no apparent means of redress. Any lawyers out there with free advice?

[IndieSinger]

Interestingly I've only had excellent service from them. Twice when I've ordered something, it hasn't turned up on time, so they send a free replacement... then I get both. They know full well you're going to get two so they say don't waste money sending it back, keep it as a gesture of goodwill or donate it to charity. I don't really use them for videos/DVDs or CDs any more since discovering cdwow.com where every CD is 8.99 with free delivery!

[sft42]

Two things to take note of here....Firstly your quabble isn't with Amazon but a trader using their facility...like buying on eBay if anything goes wrong it's not them directly responsable, however having said that they do mediate in disputes so it may well be worthwhile contacting them with the exact details of your case.

Secondly, did you read all the small print on the amazon or affiliate website? I'll bet good money not....like most people I'll bet you didn't read the terms and conditions on signing up here...like the bit about this site using tracking cookies and reporting back on your surfing habits to their advertisers....the devil is in the details.

[Dave Potts]

I've bought from Amazon and Retrowarez in the past without incident, indeed like Indie I've had nothing but great service from them, and frankly I'm surprised that they're not willing to allow you to cancel your order or refund you. By law, as a consumer you have the right to cancel the purchase of an item within 7 working days of the day after the date you take delivery of the item. Trading Standards and the DTI are both quite clear on this and it might be worthwhile pointing this out to Retrowarez - read more here http://www.dti.gov.uk/ccp/topics1/guide/homeshop.h
tm#cooling and here -
I target=_blank>http://www.tradingstandards.gov.uk/cgi-bin/calitem
.cgi?file=ADV0051-1111.txt

I would ask Retrowarez on what basis they feel they are not subject to the above, which I understand apply to anyone providing goods or services to the Home Shopper ('Distance Selling'). It might be worth contacting your local Citizens Advice Bureau and making RW aware that you are cc-ing all your communications with them with a contact at the CAB (or even Trading Standards! You can find your local CAB here -
If target=_blank>http://www.citizensadvice.org.uk/cabdir.ihtml >
If you either can't be bothered or still have no joy and don't want the hassle of taking it further why not stick it on Ebay (or ask someone else to?). I'd be happy to sell it for you in by Ebay shop and give you the proceeds! Best of luck.

[apricot]

sft42 - what is a quabble? Is it a hybrid of quibble and quarrel? Lovely word, I will use it all day, thanks

[IndieSinger]

http://tinyurl.com/3f75b

[Top Cat]

Whether it's a quibble, quabble or squabble, the advice and websites given above have made it very clear that I do have consumer rights protected by law, so thanks to all concerned. The Trading Standards are now onto the website, although there is no guarantee I will get my money back. Any advice on the Small Claims Court?

[apricot]

Dave Potts was spot on, go to CAB. They will guide you through the process. You are right, this is serious and should pursued. Good Luck