AMAZON.

Hello,
Here's a copy of the chat transcript you requested:

Initial Question: in September 2014 i ordered a chair recieved it shortly after, then the arms broke after 3 days rendering it unusable, i was happy to pay for the replacement but was assured that when time came i would be mailed the item, first only needing to pay for P&P , then i would recieve it for free. 5 months down the line, All seasons outdoors has stopped replying to my enquirers and i still have a broken chair.

11:07 PM GMT Gunapriya(Amazon): Hello, my name is Gunapriya.

Thank you for contacting Amazon.co.uk. Could you confirm the name on your account, please?
11:07 PM GMT Simon: Simon
11:07 PM GMT Gunapriya(Amazon): Hello Simon.
11:07 PM GMT Simon : Hello
11:08 PM GMT Gunapriya(Amazon): I'm really sorry for the experience you had with the seller.
RIO BLACK RECLINING MASSAGE LEATHER OFFICE CHAIR w 6 POINT MASSAGE HIGH BACK COMPUTER DESK 360 SWIVEL
Are you referring to the above item?
11:08 PM GMT Simon : correct
11:08 PM GMT Gunapriya(Amazon): Thank you.
11:09 PM GMT Gunapriya(Amazon): I have checked and see that the order is placed with the Amazon market place sellers, I understand your issue has not been resolved yet.
11:09 PM GMT Simon : that's correct
11:10 PM GMT Simon : i don't know what i can do, i just want to replace the arms, i've tried locating other replacements on the internet and in stores in the city, but none seem to match
11:11 PM GMT Gunapriya(Amazon): I can very well understand your situation, in this case I will contact the seller and I will ask them to replace the same item for you and they will get back to you via e-mail within the maximum time of 2-3 business days.
11:12 PM GMT Gunapriya(Amazon): I hope we are connected.
11:13 PM GMT Simon : yes
sorry i was just thinking that they're gonna give me the same excuse or just ignore me again
11:15 PM GMT Gunapriya(Amazon): I can very well understand your hard situation.
11:15 PM GMT Simon : if this happens again, realistically, what are my options?
11:16 PM GMT Simon : with them ignoring my emails*
11:16 PM GMT Gunapriya(Amazon): I will contact the seller this time and in rare case if the seller behaves in the same way, please contact us and we will forward the activities of the seller to the seller support team and we will make sure that necessary actions are taken against the seller.
11:16 PM GMT Simon : ok, thank you for your time
11:16 PM GMT Gunapriya(Amazon): You are welcome, please give me a minute while I contact the seller now.
11:16 PM GMT Simon : ok
11:18 PM GMT Gunapriya(Amazon): Thanks for waiting.
Could you please check the following details?
The chair has been broken, and customer wish to have replacement for the item.Customer has been contacted multiple times but the issue has not been resolved till now. Please resolve the issue as soon as possible and update the customer.
Is that fine to contact the seller or you wish to add anything else?
11:18 PM GMT Simon : well i don't need the entire chair replaced, i only require the arms replaced
11:19 PM GMT Gunapriya(Amazon): Okay, I will edit the details now.
The arms of the chair has been broken, and customer wish to have arms replaced.Customer has been contacted multiple times but the issue has not been resolved till now. Please resolve the issue as soon as possible and update the customer.
Is it fine now?
11:19 PM GMT Simon : yes, that's lovely
11:20 PM GMT Simon : thank you for everything, i should have contacted amazon directly sooner
11:20 PM GMT Gunapriya(Amazon): Thanks a lot, I will send the e-mail to them now.
I have contacted the carrier and I have asked them to resolve the issue.
11:21 PM GMT Gunapriya(Amazon): Please allow three business days for the seller to reply, in rare case if the issue has not been resolved please contact us and we will take care of it.
11:21 PM GMT Simon : thank you so much, have a lovely day =)
or evening
11:21 PM GMT Gunapriya(Amazon): You are welcome, Simon.
You too have a great day!
We hope to see you again soon. Please click the "end chat" link to close this window.
Thank you.
Amazon.co.uk

Hello,
Here's a copy of the chat transcript you requested:

Initial Question: around 2 months ago i contacted amazon regarding this particular item, and the retailer, after using the chair for 2 days of use the arms had broke, i had then contacted the retailer, they said that they'd replace the arms, it has now been nearly 7 months since they said that they would replace the arms, i last contacted them 8 days ago and prior to that janurary 24th, when they contacted me regarding the email you(amazon) sent they said mid feburary until next shipment, and well its end of march now. and still nothing and the last 2 emails i've sent them has now been ignored. Please help.

08:24 AM GMT Sowjanya(Amazon): Hello Simon, my name is Sowjanya.Simon
I'll certainly check upon this and do my best to help you today.
The order number, please?
08:24 AM GMT Simon : 203-7121064-3207522
08:24 AM GMT Sowjanya: Thank you Simon .
08:25 AM GMT Simon : do you require the emails?
08:25 AM GMT Sowjanya: I'll just need few minutes to look into this and help you.
08:25 AM GMT Simon : thank you
08:26 AM GMT Sowjanya: Simon, I've reviewed all the conversations made between you and the seller regarding this.
08:27 AM GMT Sowjanya: In this I will contact the seller on your behalf now.
08:28 AM GMT Sowjanya: In the other case, you can contact the seller directly through phone : 02037404668
08:28 AM GMT Simon : i don't see how me contacting them will do anygood at this point
they just seem to ignore me
08:30 AM GMT Sowjanya: Simon, I contacted the seller through an email on your behalf now.
We need to allow 2-3 business days for the seller to respond.
08:31 AM GMT Simon : and what then
they responded last time i contacted amazon about this within a day
but when i contact them myself nothing
every time they just say, later, later, later
08:33 AM GMT Sowjanya: Simon, you can contact the manufacturer regarding this if the item comes with a warranty.
As the item was purchased from the seller we will not be able to take any action on such orders. Else, i'd be happy to help you with this right away.
08:34 AM GMT Simon : 11:16 PM GMT Gunapriya(Amazon): I will contact the seller this time and in rare case if the seller behaves in the same way, please contact us and we will forward the activities of the seller to the seller support team and we will make sure that necessary actions are taken against the seller.
08:36 AM GMT Simon : this is what i was told last time, exactly what does this mean
08:38 AM GMT Sowjanya: I completely understand that the seller hasn't resolved this matter.
08:38 AM GMT Simon : and do you agree that 7 months for arms of a chair is a bit long?
08:39 AM GMT Sowjanya: The order purchased from the Marketplace sellers are covered under A-Z guarantee claim, only up to 90 days after the order date.
In this case, I can see the 90-day window in which to submit a claim has closed.
If the item is under warranty, it's the responsibility of the Seller and the manufacturer to make arrangements for repair or replacement.
08:40 AM GMT Sowjanya: Although the period in which to make an A-to-z Guarantee claim has expired, you may wish to contact your card provider as soon as possible and request a "chargeback" on the amount paid (i.e. a refund to your payment card).
You should explain to your card provider the reason why you're seeking a chargeback. Your card provider should then advise you of any additional information it requires from you and the outcome of their decision. ]
08:43 AM GMT Simon : i'm sorry but i just don't see how 90 days could possibly be of any use when a seller can just say, oh we'll have the stock soon, then they just say oh we didn't get the stock in time
11/19/2014

Hello Simon

Yes you are in luck because we have new stock arriving next week and spare parts for the massage chair.
08:44 AM GMT Simon : if i had known by this date, that i would not be recieving my arms for another 4 months, i would have asked for a claim
08:45 AM GMT Simon : i have been deceived and ignored and their convenience, and i've already read all the little bits and pieces of small print, on amazon a-z garuntee so that was not much help. as for the chargeback, i dare say that'll take even longer than my arms to arrive.
08:46 AM GMT Simon : so, tell me this, Sowjanya, what "did 11:16 PM GMT Gunapriya(Amazon): I will contact the seller this time and in rare case if the seller behaves in the same way, please contact us and we will forward the activities of the seller to the seller support team and we will make sure that necessary actions are taken against the seller." mean exactly.
08:48 AM GMT Sowjanya: Simon, i'm sorry my colleague has provided incorrect information over the previous chat.
This seller is currently not offering this item as per the information on the website.
08:49 AM GMT Sowjanya: A feedback has already been forwarded to our team who review Seller activities as part of any investigation in possible violations of our policies.
Although for account privacy reasons, we can't disclose the outcome of any investigation, I'd like to take this opportunity to thank you for your vigilance and for highlighting this.
Information received from our customers performs a vital role in maintaining the integrity and security of our Marketplace platform.
08:49 AM GMT Simon : so you're saying at this point in time, there's not a damn thing i can do except pointlessly sending emails or attempting to phone them.

and there's nothing you can do either
08:51 AM GMT Sowjanya: Simon, upon reviewing this case, the possible 2 options here are :
1. Contact the manufacturer if the item is under warranty.
08:52 AM GMT Sowjanya: 2. You may wish to contact your card provider as soon as possible and request a "chargeback" on the amount paid
Should we have another option here to get this resolved for you, i'd certainly do that Simon .
08:54 AM GMT Simon : i'm sorry would my card provider actually do a charge back for a transaction that's over 7 months old on the grounds that the company i bought an item for hasn't replaced a broken item? they'd tell me to contact the manufacturer or amazon
08:55 AM GMT Sowjanya: Allow me 2 minutes while I discuss this with my supervisor.
09:00 AM GMT Sowjanya: Thank you for your patience here.
09:00 AM GMT Simon : no problem
09:00 AM GMT Sowjanya: I discussed this with my supervisor and we've contacted our team who will handle such issues.
09:02 AM GMT Sowjanya(Amazon): I'm sorry we were disconnected. I can pick up where we left off.
09:02 AM GMT Simon : sorry my internet cut out on me there
09:03 AM GMT Sowjanya: I'm personally following up with our team regarding this.
I will get back to you through an email within 3-5 business days with an update from the team who will discuss this with the seller directly.
09:04 AM GMT Simon : okay..
09:06 AM GMT Simon : i look forward to hearing from you sometime this/next week...
09:06 AM GMT Sowjanya: I will surely get back to you with an update as soon as the team responds.
09:07 AM GMT Simon : thank you for escalating this for me, cause it's been a long time now since that company has sent me any form of update regarding 2 simple arm replacements.
09:09 AM GMT Sowjanya: Simon, sorry for the trouble this has cased.
caused*
I'm really happy to personally follow up with this and help you.
09:09 AM GMT Simon : have a nice day, i look forward to your response.
Thank you.
Amazon.co.uk