Feeling lost with Amazon UK's CS and need some advise
Hi everyone, I had ordered a beyblade and delivered with wrong parts few weeks ago. CS offered me a full refund with no return requitred as compensation of no replacement available and I have throw away the parcel and package after a week. However, I haven't received the actual refund after two/three weeks (I do got a refund confrimation email from Amazon) so I contact CS again and I was told I need to do an ID check and my refund had been cancelled.
This make me feel lost and disappointing, they haven't send me any notification regarding the cancellation of the refund and the ID check request also make me feel uncomfortable. They claims that is a standard pocedure to protect the customer preventing unauthorised transaction, but they only ask this when they need to pay for a refund instead of customer making the orders? It sounds they just trying to get different excuses to avoid making the refund to me.
Also, they amidtted they have told me to dispose the parcel but at the same time saying I will not able to get my refund unless I return the whole thing.
May I know if anyone have the similar situation and any suggestions/ further actions I can take?
I have sent few emails to managing director mailbox but they ignored me for two weeks already.
Attached the conversation with CS.
To be honest £9.99 is not a large amount to me but that is something about integrity and Consumer rights.