Customer received the item and upon delivery stated there was some damage. Ok no problem we can get replacement parts and we will come and fix it. He refused new parts and demanded a refund. (he realized he didn’t like what he purchased and tried to get a refund). The item isn’t eligible for a return because its been used. (furniture)
Few days later he files a A-Z Claim. Stated other things that he never mentioned to us. Like the item isn’t as described or poor craftsmanship. (our products have warranties, if something is wrong we always correct it)
I responded saying that it isn’t true and all the problems can be fixed. Amazon denied my appeal, saying that I failed to respond on Jan 6 and 9th. (my deadline was the 14th)
I am shocked that this is happening. We have sold hundreds of this identical product with no problems.
Is this just the way amazon works? talked to one of my managers and he said that amazon screws over the seller just to favor their customers. He said to not waste my time and just to go pick up the sectional and that its a loss.
How do I win this? I am getting screwed over and that is not ok. Can I take the customer or amazon to small claims court? (I know not the best solution… but honestly would rather do that than know someone pulled one over on me)
“Why was my appeal denied?
You are responsible for the claim because we did not receive the specific information we requested on 6 Jan 2020 and 9 Jan 2020. When a buyer files a claim on one of your orders, we send an email to let you know about the claim and how to respond.”