‘Don’t give up’: Family turns to Action 9 for help with Amazon issue

CHARLOTTE — A mother contacted Channel 9 after her daughter spent hundreds on Amazon for something that didn’t work and she couldn’t get a refund.

Dawn Hill says her daughter saved her money and bought a gaming computer from a third-party seller on Amazon.

“And immediately she noticed the computer was not working,” Hill said.

Hill says the seller helped her daughter with troubleshooting — “He had her taking the top off and connecting and unconnecting things” — but it did not fix the computer.

“When she asked him if he would take it back, he went silent on her,” she said.

Hill says they contacted Amazon and even sent the computer back, but months passed, and nothing happened.

“I said, ‘Don’t give up. You can’t because it’s unfair,’” Hill told her daughter.

“That’s when I contacted you guys,” she told Action 9′s Jason Stoogenke. “If you’re going to slay a giant, you’ve got to get a giant slayer and that’s Jason Stoogenke.”

Stoogenke emailed Amazon and the company sent the following response:

“Amazon maintains a high standard for product quality. We have selling policies that all sellers agree to before selling in our store, and we have many proactive measures in place to ensure customers receive products in the condition they expect. The Amazon A-to-z Guarantee provides additional protection for customers who buy from third-party sellers on Amazon, and if a customer receives a product that is not in the condition expected, Amazon will refund or replace that item. We apologized to the customer and have given them a full refund to compensate them for the inconvenience.”

Stoogenke also reached out to the third-party seller in this case, which sent this statement:

“We are sorry to hear our PC did not arrive in working order. Our systems go through extensive testing before shipping and although we take the upmost care in packaging and handling, the PCs can unfortunately occasionally be damaged during transit. Customers who purchase our PCs and come across any issues are welcome to contact us directly for service and technical support or reach out to the reseller to ask them about their return and exchange policy.”

Hill says Amazon refunded her daughter about $560 about a week later.

Here’s what you should know about Amazon refunds and returns, even ones involving third-party sellers:

Amazon may ask you to contact the seller first and wait up to 48 hours to see if the seller will resolve the issue.

If the seller does not resolve the issue, the next step is to request an A-to-z Guarantee refund directly from Amazon.

Buyers have 90 days after the maximum delivery date to request a refund.

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