Hi everyone,
I ordered an Alienware 16 Area-51 laptop from Amazon in Europe, sold and shipped by Amazon. Instead, I received a completely different laptop: a Dell Pro 16.
I contacted Amazon immediately, uploaded proof/photos, and the return was created with the reason “Wrong item was sent”. Amazon support also indicated I would get a refund after returning the item.
I returned exactly the Dell Pro 16 that Amazon sent me, using Amazon’s own return method.
Now Amazon refuses the refund, saying I returned a “differentUnit” / “other DELL laptop” instead of the Alienware. But that is exactly the issue: I never received the Alienware, so I cannot return it.
I have proof: photos of the Dell Pro 16 box, Amazon chat screenshots, return proof, and Amazon’s refusal emails.
I already contacted Klarna Belgium and ECC Belgium, and I’m considering suing through small claims court if this doesn’t get resolved.
What do you all think — is this a strong case or not? Has anyone dealt with something similar?
Location: Belgium