Unresolved Refund and Extremely Poor Customer Service

I purchased a kettle from Amazon SA in April and returned it by June as it was leaking. I was subsequently informed that Amazon had apparently received an empty box instead of the kettle.

I was initially advised that a refund could still be processed if I completed an incident report. I cooperated and completed the report, providing my ***. However, I could not locate the *** required, so I contacted customer service for assistance, several TIMES!!!

What followed was a frustrating back-and-forth via email and telephone. I spoke to approximately four to seven consultants, yet not one was able to meaningfully assist me in locating the *** or resolving the issue including one of the managers.

Instead, I repeatedly received responses indicating that they could not provide me with the *** if I could not find it on my side. Despite my efforts to follow their procedures and provide the necessary information, I was left to figure everything out myself.

To make matters worse, I am now being told that Amazon cannot issue a refund or offer any resolution because the matter is supposedly not an error on their side. This is particularly disappointing considering that I was initially advised that a refund/exchange was possible, provided I completed the incident report.

I eventually stopped pursuing the matter because I was exhausted by the endless back-and-forth over a kettle. However, the value of the product does not excuse the lack of assistance or the poor customer experience.

My frustration is not simply about the refund. It is about having to contact multiple consultants, repeatedly explain the same issue, and still receive no meaningful assistance or resolution.

I expected Amazon to investigate the return, help me obtain the information required for its own process, and provide a clear, consistent outcome. Instead, I was left feeling that the responsibility had been placed entirely on me, despite my repeated attempts to resolve the matter.

I am deeply disappointed by how this was handled and believe Amazon South Africa needs to take greater accountability for customer complaints, improve communication between its consultants, and provide practical assistance rather than leaving customers to navigate unresolved issues on their own.

My requested resolution is a proper investigation into the returned kettle, a clear explanation of the discrepancy, and a fair reconsideration of my refund.