Please help : Amazon claims to receive an empty package

humadoon

Hi
I returned a faulty phone to Amazon via Collect + after 2 weeks I received a message from Amazon saying the package received was empty and I should resend the phone otherwise my money won't be refunded.

I packed the package myself and the phone was there when I sent it, it's not possible. I have asked amazon multiple times to provide me information if the package was tempered and what conditions it was returned to them however for some reason they are refusing to give me this information every time I contact them they say the same thing.

I requested them to block the IMEI of the phone they did not even bother to respond.

I also contacted Jeff (CEO) of amazon, their complaints department but I have not heard back.

I even requested them to call me so I can tell them my version but they "Account Specialists" say they only operate by emails.

In frustration I called police however police is just fobbing me off as they want me to prove it's stolen, one thinks they will help but No.

I am hurt big time by all this, I don't care much about £125 phone but it's about being right.

Any suggestions please.

brightonman123

Try tweeting them via https://www.twitter.com/AmazonUK -

public rants usually get a firm's attention!

shaun_from_Africa

If Amazon paid for the Collect+ service (and as the phone was faulty, this may well be the case), then it's really Amazon themselves that should be doing the investigation as they would be the ones who contracted Collect+.

humadoon

brightonman123 wrote: »

Try tweeting them via https://www.twitter.com/AmazonUK -

public rants usually get a firm's attention!

Thanks for the suggestion I use Twitter & it has help me on many occasions but not on amazon I tried but they seems to ignore the messages.

humadoon

shaun_from_Africa wrote: »

If Amazon paid for the Collect+ service (and as the phone was faulty, this may well be the case), then it's really Amazon themselves that should be doing the investigation as they would be the ones who contracted Collect+.

Exactly that's what they should do but they are talking out on me.

shaun_from_Africa

If anyone was wondering why my post above (post #3) appears to be replying to an unposted comment, that would be because Daytona0 has now removed their post to which I was responding to.

I do wish people would edit posts rather than simply removing them entirely as it can really mess up the flow of a thread.

agrinnall

shaun_from_Africa wrote: »

If Amazon paid for the Collect+ service (and as the phone was faulty, this may well be the case), then it's really Amazon themselves that should be doing the investigation as they would be the ones who contracted Collect+.

Playing devil's advocate, perhaps Amazon have done the Collect+ investigation and their conclusion is that the phone was never in the package in the first place, hence their concentration on the OP now. If that is the case then I'd say the OP should be entitled to see the results of that investigation (a SAR might do the trick if Amazon won't provide it).

humadoon

agrinnall wrote: »

Playing devil's advocate, perhaps Amazon have done the Collect+ investigation and their conclusion is that the phone was never in the package in the first place, hence their concentration on the OP now. If that is the case then I'd say the OP should be entitled to see the results of that investigation (a SAR might do the trick if Amazon won't provide it).

i am happy to stand trail for it i know i posted the item so nothing to be concerned, Amazon has not done any such investigation

byjimini

Who paid for the return, you or Amazon?

If it's the latter, then Amazon should be putting in a claim to Collect+ (who are owned and operated by Yodel, I shudder to think).

humadoon

byjimini wrote: »

Who paid for the return, you or Amazon?

If it's the latter, then Amazon should be putting in a claim to Collect+ (who are owned and operated by Yodel, I shudder to think).

Amazon paid for the return

Buzby

Yes, it was Amazon's courier, but they may have an argument that the phone was never posted, only the box. Yes, it could have been intercepted but only when the item is weighed and recorded is this a valid defence. Collect plus only has an upper limit, and the receiving agent does not weigh the package.

Your only course of action if they are immovable is an EU Small Claims action which will expose you to further cost, but the possibility of a win.