Our editor, Vicky Parry, recently found herself caught up in an unfortunate situation with Amazon Prime — one that began with a simple click and ended in frustration. After digging deeper, she realised she wasn’t alone. Thousands of others had experienced the same confusing process and unexpected charges. So, in true MoneyMagpie fashion, she’s sharing her story — not just to vent (though she’s earned that right!) — but to make sure you don’t fall into the same trap.
When it comes to online shopping, Amazon has become the go-to for speed, selection and convenience. But if you’re buying electronics — even through Prime — it’s time to pause and look more closely.
“Two years ago, I bought a bread maker through what looked like a safe, Prime-listed deal. It turned out to be a faulty product from an uncontactable third-party seller. After weeks of emails, phone calls, and frustrating dead-ends, I was left £100 out of pocket — with zero accountability from Amazon, the seller, or the manufacturer.
Unfortunately, I’m not alone. Across Reddit, review forums and consumer reports, buyers are reporting similar issues: faulty electricals, third-party sellers hiding behind Prime badges, and Amazon’s support proving unhelpful when it matters most.
This article isn’t just a personal story — it’s a consumer warning. Before you buy your next appliance or gadget from Amazon, read this. It could save you money, time, and a great deal of frustration.
My Story: The £100 Bread Maker That Wasn’t “Real Prime”
About two years ago I ordered a bread maker on Amazon UK, under the impression it was a Prime listing — which generally suggests reliability, speed, and good backing. What I later discovered was that although it was Prime‑eligible, it was being sold by a third‑party seller.
When the bread maker arrived, it was faulty. Not just a little glitch, but something that made it unusable. I tried every route:
- “Contact Seller” — there was none. The seller simply did not respond.
- Called Amazon — several times. They just passed me around or said the seller was responsible.
- Contacted the manufacturer — who also effectively said it wasn’t their fault because it wasn’t sold by them directly or authorised channels.
In the end, after weeks of trying, I gave up. I lost £100, and I was stuck with a useless machine. I felt cheated: not able to return it, not able to get someone to take responsibility. And that really taught me to look more closely when I’m buying “electrics” via Amazon.
Other People’s Stories: You Are Not Alone
My experience isn’t unique. I pulled up a number of examples — on Reddit and elsewhere — from people who went through something very similar:
- On r/amazonprime, someone said they bought a laptop from a third‑party seller. It broke after a few weeks. They tried to contact both Amazon and the seller. The seller eventually approved a return; the item was sent back. But once the seller received it, they claimed the returned item had a different serial number, refunded a trivial amount, and refused to resolve further. (Reddit)
- Another post:
“Been waiting 15 business days for a refund. … When you try to get your money back you have to go through A‑Z process … most likely they will side with the seller.” (Reddit)
- One more: I saw a user report that they got a broken product, seller approved refund, but once item was delivered back, no refund. Amazon customer service kept promising resolution in “3‑5 business days,” but nothing happened. (Reddit)
These stories echo many of the same elements: third‑party seller, product faulty/defective, buyer tries to contact seller, buyer tries to contact Amazon, no clear point of responsibility, long delays, sometimes no refund at all.
Why This Happens: What Are the Blame Lines?
Some of the reasons these situations happen repeatedly:
- “Prime‑eligible” doesn’t always mean “Amazon‑sold.” Amazon allows third‑party sellers to offer Prime delivery through “Fulfilled by Amazon” or other mechanisms. But “Prime” only guarantees certain delivery speed or perks, not that Amazon is the ultimate seller or responsible party for every issue.
- Seller responsibility is murky. When something goes wrong (defect, wrong item, missing parts), Amazon says the seller should respond. But often the seller is overseas, doesn’t reply, or shifts blame.
- Customer service is often driven through automated systems. You may get chatbots, email forms, or scripts that say “please send photos, wait 48 hours, escalate” etc. But escalation often doesn’t lead to a satisfactory outcome.
- Policies like Amazon’s A‑to‑z Guarantee exist, but they have conditions that can make them hard to use. You often have to file within certain deadlines, provide evidence, sometimes prove the item was defective “upon first use,” or that it significantly differs from the listing. If any of those aren’t clear, Amazon or the seller may deny the claim. (Amazon Pay – UK)
- Return logistics & shipping costs. With defective or bulky items (like larger appliances), returning them can be expensive, or the seller might refuse to provide a return label. Even if you do send it back, once the seller receives it, you’ll often need proof, and there can be disputes over condition or whether parts were missing.
What You Can Do If It Happens to You
If you find yourself in the same kind of situation (faulty electrical appliance from a third‑party via Amazon), here’s a step‑by‑step guide:
- Check the product page carefully before buying.
- Is it “sold by Amazon.co.uk” or is the seller a third party?
- Is the product “Fulfilled by Amazon”?
- Read reviews; not only of the product, but of the seller.
- Take photos immediately on arrival.
‒ If there is visible damage, or signs of defects, photograph packaging too. - Contact the seller right away.
‒ Use Amazon’s “Contact seller” function. Even if slow, having written correspondence helps if you escalate. - Contact Amazon (Customer Service/A‑to‑z).
‒ If the seller doesn’t respond or refuses to help, raise an A‑to‑z Guarantee claim via Amazon. (You usually have to do this within a set timeframe — often within 14 days of receiving a faulty item or discovering defect, depending on policy.) (Amazon Pay – UK)
‒ Be ready with photos, your order info, and descriptions of all your attempts to resolve. - Keep records. Emails, call times, what they said. If you are told “3‑5 working days”, write that down or screenshot.
- Use your payment method’s protection.
‒ If you paid by credit card, check whether you can dispute via the card (chargeback).
‒ If you used PayPal (or similar), their buyer protection might help. - Seek help from consumer rights bodies, if needed.
‒ In the UK, Citizens Advice might help.
‒ There are also forums, ombudsman services, etc. - If all fails, warn others.
‒ Leave reviews, post on forums. It doesn’t fix your loss, but it helps others to at least be more cautious.
Where You Should Shop: Alternatives That Don’t Leave You on Your Own
You can often get much the same speed, coverage, and peace‑of‑mind from retailers that take more responsibility. Some of these are:
| Retailer | Pros / Why They’re Better Than a Random Third‑Party on Amazon | Delivery Speed / Practicalities |
|---|---|---|
| John Lewis | Excellent after‑sales, good reputation. Deals with defects more directly. | Next‑day in many cases; click & collect; reliable service. |
| Currys PC World | Specialist retailer; usually stocks reputable brands; good returns policy. | Next day / 2‑day delivery on many “electrics”; often free or reasonable cost. |
| Argos | Wide range, physical stores; you can reserve online and pick up; easier to return to store. | Same‑day or next‑day options; depending on your postcode and cut‑off time. |
| Samsung / brand direct | Buying from the manufacturer directly often gives better warranty, better customer support. | Many brands offer next‑day or 2‑day delivery for in‑stock items. |
Also, there are marketplaces that try to give more protection:
- Checking “best tech/appliance retailers” rankings (e.g. from Which?) can help pick ones with good customer service and after‑sales record. In one review, Amazon scored well for delivery and value, but poorly for “after‑sales service” when things go wrong. (Which?)
My Bottom Line & What I Tell My Friends
After my bread maker disaster and hearing so many similar stories, here’s what I now do:
- If an electrical item is more than about £30‑£50, I try not to buy it from third‑party sellers on Amazon unless I know them or read extremely good feedback.
- I prefer “Sold by Amazon” or buying direct from a brand or trusted retailer.
- I consider whether the slightly longer delivery from a specialist store is worth a much lower risk of losing money, time and energy.
Conclusion
Amazon is great for many things. Fast delivery, huge selection, good deals. But when it comes to electrics, gadgets or appliances, the combination of third‑party sellers + defective products + unclear return/refund responsibility = risk. My own experience cost me £100. Many others have lost more.
If you’re tempted to click “Buy now” under a third‑party “Prime” listing, stop. Read every detail. Be prepared for what to do if it goes wrong. And if possible, go with a retailer who you can trust will own up when a product doesn’t work, not shift you around.
Because in the end… you deserve better than a useless machine and a hole in your bank balance.