Amazon, wrong item received, they wont refund

xtrip86

Hi. I ordered a laptop for £1,499.99 from Amazon. I ordered next day delivery but the dispatch was delayed. Another day later a driver turned up but he didn't actually have the item on his van. The next day another driver arrived and gave me a package. I stupidly signed for it and it turned out to be a memory card that i hadn't ordered.
Amazon said they couldn't refund me until i returned the item. I sent it off. Now its a week later, so i emailed and they advise their investigation shows the package i received was 5.730KG weight and was correct. So they wont refund me or issue another item. This is a huge amount of money to me. I'm terrified i wont get this back! Do i call the police?

Further details.
Bought from Amazon, delivery was Amazon logistics, paid with debit card, item was ordered on 16.08.17

IAmWales

You can report it to Action Fraud, but they won't do much more than issue you a crime reference.

Have you checked that the tracking reference on your parcel is the same as that online? Does the address label have a weight on it?

How did you pay? You could request a chargeback or s. 75 claim via your bank.

m0bov

Best thing is to report it to 101, get a crime number. Then send an LBA to Amazon stating the facts with a time line. Give them 7 days to refund you.

Also speak with your bank and see what protection (if any) you have on your debt card. Cc them in on your LBA.

CardinalWolsey

When you signed for the parcel, did the HHT that the courier had display your name and address details? i.e. could it be that he delivered the memory card to your address, and the laptop to the address where the card should have gone. Try asking Amazon for a copy of the signature acknowledging receipt, and the GPS data from the HHT when the signature was entered.

Warwick_Hunt

I doubt he'll get a crime number without evidence of a crime being committed.

Gavin83

Surely it was obvious when he handed the package over that it wasn't a laptop? Why didn't you say anything then?

xtrip86

It was obvious it wasn't a laptop but the driver insisted i sign for it. She said it was the only way i would be able to collect a refund. She said i needed to sign for it and then return it and they would refund me for my original order. Sadly turned out to be untrue.

IAmWales

Warwick_Hunt wrote: »

I doubt he'll get a crime number without evidence of a crime being committed.

A crime number is just a reference for a report being made. There's no judgment made at that stage as to whether any crime has been committed or not, and no guarantee it will even get looked at by a police officer.

xtrip, answers to the questions asked by CW and myself would be helpful.

Warwick_Hunt

IAmWales wrote: »

A crime number is just a reference for a report being made. There's no judgment made at that stage as to whether any crime has been committed or not, and no guarantee it will even get looked at by a police officer.

xtrip, answers to the questions asked by CW and myself would be helpful.

No, a crime number is given when a recordable crime has been reported.

What crime do you suggest has taken place?

xtrip86

The tracking number on the website is the same as on the packaging. So mislabled or someone has swapped the label maybe. I paid with a debit card.
I assume HHT is the signing pad the drivers have? I don't remember seeing my name or address on it, just a big box to sign in.

IAmWales

xtrip86 wrote: »

The tracking number on the website is the same as on the packaging. So mislabled or someone has swapped the label maybe. I paid with a debit card.
I assume HHT is the signing pad the drivers have? I don't remember seeing my name or address on it, just a big box to sign in.

I was going to suggest contacting the courier if parcels have been switched but that's not the case, the courier has delivered what Amazon gave them.

Have you contacted your bank?

I do think this is a mistake, the picker doing two orders at once and has put the labels on the wrong parcels. The problem is the person that has received the laptop is unlikely to tell Amazon

Do you still have the packaging, and is it obvious that a laptop will not fit in it? If so I'd be sending Amazon (and your bank) a picture. You can then point out that there's no way a laptop (or 5kg of anything) would fit in there.