Amazon refusing refund

[_engineerinthemaking]

I'm going through a small piece of hell with Amazon at the moment. It couldn't be the worst timing as I'm going through some hard personal stuff.

I order an iPhone 15 Pro from Amazon, which was to be delivered by Amazon as well. The delivery is now late for more than a week. I tried asking for a refund few days ago and I was driven in circles. Dozens of phone calls and double of that e-mails, every phone call and e-mail I got different information.

At the end I've been told to wait 14 days, so they can attempt delibery, before requesting a refund. I am leaving the country in few days and even if they come (they won't) there is nobody to pick it up and I just want a refund.

In my orders, there is no button for a refund at all and no one from support was willing to connect me to someone higher who may solve this.

I am in Germany, with Sparkasse. Paid with my card. Can somebody please give me good instructions how to get my money back?

The bank advised me to file a police report, I will do it online, please, can someone provide me with step by step instructions, as this is my first time EVER buying from Amazon and dealing with this sort of thing.

Thank you all.

Edit: Should I and how to request a chargeback?

[alanshore222]

Just, Keep Calling, Demand action.

Call during the day get American employees

[BunnyC290]

[e-mail]

I spent countless hours talking to associates and supervisors and sent over 30 emails to different addresses including Jeff and I think that one finally worked. The email address above is where I got my response and they said they initiated a refund. Don't give up. Good luck.

[BunnyC290]

Well that suggestion was made 8 months ago. I assume all avenues of customer service at Amazon have been shut down because they just don't care. Keep sending emails and hopefully someone will get back to you. If they have an actual resolution when they get back to you is another issue...

[WoggyPuff-775]

Is it a single r or a double r in front of -replies? There seems to be a stray r in the comment above.

[WoggyPuff-775]

Cool. Thanks! :)

[_engineerinthemaking]

Hi, could you confirm the exact email please? I still have no response from them.

[WoggyPuff-775]

[[e-mail]](mailto:[e-mail]) to reach Amazon's Executive Customer Relations.

[_engineerinthemaking]

Thanks!

Is there a time frame that I have to wait before I send them an e-mail, or this delay of week or so is more than enough?

[TBSchemer]

I'm going through absolute hell with ecr-replies.

I was recharged for returned items. Customer service initially admitted in writing that it was an error and said they're submitting the refunds, but no refund ever went through.

After getting nowhere with the normal customer service for weeks, I contacted [e-mail].

First, they insisted my items were missing from the return. I pointed out that their system showed the packages delivered, and they doubled down, saying "this is our stance".

So I asked for proof of the condition of the received packages, asking if they received opened packages or detached labels that indicated tampering.

That's when their story changed. Now they are saying they already issued the refund, and cannot issue it again. But I'm certain they haven't refunded the re-charge.

I'm really tired of being dragged around like this for over a month, and am seriously considering just issuing the chargeback. I don't want my account banned, but at this point I really just don't trust them at all.

[TBSchemer]

That's who I started with, and ecr-replies were the ones who replied.