Parcel not delivered and Amazon not helping

SlvrFlm

Hello everyone,


after several days of arguing with Amazon customer service, I am getting quite desperate so made this account to ask here. Hopefully, someone can give advice on the matter.


On Thursday I ordered a new phone + fitting screen protectors from Amazon with prime delivery. I paid with a credit card and used the option to split the payment of the phone over 5 months. My orders were supposed to arrive on Friday. The next day I was out of the house while delivery took place but my husband was home. He heard a knock but when he came down the delivery driver was trying to force a parcel through our letter slit. My husband opened the door and the driver pushed one parcel into his hand and ran off. This parcel contained the screen protectors. (Obviously, a smartphone box does not fit through a letter slit). When I came back home I saw that the screen protectors were delivered and expected the phone to arrive later as sometimes Amazon ordered arrive at different times. However, when I checked on tracking it said that both items had been delivered.



I immediately contacted customer service to inquire about my missing item. They first told me that I should give it a few days as it may still arrive. When I re-checked the tracking information, it now stated delivery at a later time (while I was on the phone with customer service). Amazon customer service conducted an "investigation" with Amazon Logistics who was the courier and concluded that the item had been delivered. They insisted on the basis of their geo-tagging system but when I explained that the driver had only delivered one item but not the phone they simply referred me to the police to get a police report before they could act. Being physically at my house is hardly proof of delivery but they would not budge so I decided to try what I can following their rules. That was all on Friday.
I went to the police station on Saturday with a printout of their email as instructed and explained the situation. I was told by the officer that I cannot obtain such a report because the undelivered item was never in my possession and hence it is Amazon’s responsibility to report the theft, not my responsibility. I cannot report this as crime. The police officer told me that just last week another person had been at the station with the same problem. All she could give me was a note stating that I could not report the crime as explained for the reason stated.
I sent that note back to the e-mail address I had been given and explained what I had been told at the police station including my frustration and disappointment how Amazon logistics handles delivery of expensive goods (no other logistics company delivers such items without signatures!).
Promptly I received an answer which reiterated that I needed a proper police report before Amazon can act on this case, ignoring that I told the customer service this is impossible. Subsequently I called the customer service again which ended with the same circular argument.

I have been a customer with Amazon UK since 2011 and have never had problems with them before so it's not like they would have flagged my account because I keep reporting deliveries. This is the first time something went wrong and Amazon is refusing to help. On the phone they told me due to the value of the item, they needed the report. It is more frustrating that they do not requrie a signature for expensive items to protect the customer from theft but require a police report to get a refund/resend sorted.
Since I needed the phone urgently, I have ordered it from somewhere else (after making sure that it required signature to be delivered) so I want a refund from Amazon for the installment they already took and that no further installments will be taken off my card. Additionally, I would want some sort of investigation into the driver to ensure this does not happen again. As it stands I cannot trust Amazon logistics with deliveries in my area.


I hope you can get me some suggestions on what to try next as I have reached a deadlock with Amazon customer service.

da_rule

Contact your credit card issuer and start a section 75 claim.

[Deleted User]

Is it still half term? I'll be glad when the kids are back at school.

SlvrFlm

Thank you for that reply. Can Amazon contest that and would that negatively affect my credit score? I read getting a chargeback will lead to your Amazon account getting blocked would this have the same effect?

neilmcl

SlvrFlm wrote: »

Thank you for that reply. Can Amazon contest that and would that negatively affect my credit score? I read getting a chargeback will lead to your Amazon account getting blocked would this have the same effect?

No and no. The CC company is deemed jointly and severally liable with the retailer in terms of breach of contract, they will decided themselves whether there is proof of such a breach and act accordingly.

I doubt Amazon will block your account, but stranger things have happened.

SlvrFlm

neilmcl wrote: »

No and no. The CC company is deemed jointly and severally liable with the retailer in terms of breach of contract, they will decided themselves whether there is proof of such a breach and act accordingly.

I doubt Amazon will block your account, but stranger things have happened.

So it is now up to the CC company to decide whether they consider a geotag sufficient evidence for delivery?

Fosterdog

If all amazon need is a police report maybe you should push to get one, it's pretty common in these scenarios to need a police report. I get what the police are saying about it being Amazons responsibility however as far as Amazon are concerned it has been delivered to you and they have the geo tagging to show that it should be there. For the geo tagging to show as being delivered (it's accurate to within a couple of metres) it means that the courier physically had the item while stood on your doorstep trying to push the other parcel through your door, why would a delivery driver stand on your doorstep with a second parcel but a)not hand it over and b)your husband didn't see him with another parcel.

It then comes down to either you are lying or the driver is lying, both scenarios are equally possible and the driver could well have scanned the phone on your doorstep then put it back in the van before even attempting to deliver the second package but that is a pretty serious allegation to make about someone so I can see why Amazon would want a police report. This could be a driver who had numerous complaints of missing items, meaning they are likely regularly stealing, or it could be a driver with several years service and not a single complaint made, meaning it is highly unlikely they've chosen to steal one single item and risk their livelihood.

Also if the driver was trying to pull a fast one, why would he even bother to knock? He could have just pushed the screen protectors through the letterbox and got back in his van without ever alerting you to his presence, by knocking there was a high chance of somebody answering and asking where the second parcel containing the phone was.

If you want to get out of the deadlock with Amazon and have the driver investigated (although they don't have to do this, their internal policies are nobody else's business) then you need the police report they have asked for. Without it they will treat it as you not taking it seriously enough to want to report it and the only time someone would do that is if they were lying.

JJ_Egan

<Obviously, a smartphone box does not fit through a letter slit).
>
Mine did no problem .


<. It is more frustrating that they do not requrie a signature for expensive items to protect the customer from theft>


100% agree that high value items should be signed for even if it means a lot of deliverys are returned .


All my current Amazon stuff has been dropped in the porch and the bell wrung or door knocked . Driver takes a photo of the parcel on the doorstep .

SlvrFlm

Fosterdog wrote: »

If all amazon need is a police report maybe you should push to get one, it's pretty common in these scenarios to need a police report. I get what the police are saying about it being Amazons responsibility however as far as Amazon are concerned it has been delivered to you and they have the geo tagging to show that it should be there. For the geo tagging to show as being delivered (it's accurate to within a couple of metres) it means that the courier physically had the item while stood on your doorstep trying to push the other parcel through your door, why would a delivery driver stand on your doorstep with a second parcel but a)not hand it over and b)your husband didn't see him with another parcel.

It then comes down to either you are lying or the driver is lying, both scenarios are equally possible and the driver could well have scanned the phone on your doorstep then put it back in the van before even attempting to deliver the second package but that is a pretty serious allegation to make about someone so I can see why Amazon would want a police report. This could be a driver who had numerous complaints of missing items, meaning they are likely regularly stealing, or it could be a driver with several years service and not a single complaint made, meaning it is highly unlikely they've chosen to steal one single item and risk their livelihood.

Also if the driver was trying to pull a fast one, why would he even bother to knock? He could have just pushed the screen protectors through the letterbox and got back in his van without ever alerting you to his presence, by knocking there was a high chance of somebody answering and asking where the second parcel containing the phone was.

If you want to get out of the deadlock with Amazon and have the driver investigated (although they don't have to do this, their internal policies are nobody else's business) then you need the police report they have asked for. Without it they will treat it as you not taking it seriously enough to want to report it and the only time someone would do that is if they were lying.

As I said we already tried to get the police report. The police officer was very friendly and very much tried to help. She was on the phone with the relevant department who refused to issue the crime number. What more can I do? I am not the first person who had no luck at their local police station. If it was not delivered, it is not my property so I cannot report the theft.

As for the geo-tagging, there is a video to be found where a driver was caught on CCTV walking up to the door, scanning the item and then walking away with it. So it is not like that does not happen. And 'accurate within a couple metres' still means the driver may have sat in his car in front of my house when it was tagged. My door opens straight to the curb so if he parked right in front of the house, he'd be less than 1 metre away from my front door. The letter slit is on the back door. And since Amazon is not sharing their actual GPS data with me, I cannot tell on which side of the house the parcel was scanned (if the trag is even that accurate).

Why he would knock and not deliver both packages is anyone's guess. He was in a hurry to get away.


It is just not true that we are not trying hard enough. We did everything they asked and are not getting anywhere. We got a note from the police stating that they cannot issue me the report because it is Amazon's responsibility, which I e-mailed them. How does that show I am not taking it seriously?

SlvrFlm

JJ_Egan wrote: »

<Obviously, a smartphone box does not fit through a letter slit).
>
Mine did no problem .

I just had the same phone delivered from Carphone warehouse ( I had no choice but to order again, since I urgently needed it). The box definitely DOES NOT fit in a letter slit It would be several centimetres to thick for that.

JJ_Egan wrote: »

<. It is more frustrating that they do not requrie a signature for expensive items to protect the customer from theft>


100% agree that high value items should be signed for even if it means a lot of deliverys are returned .


All my current Amazon stuff has been dropped in the porch and the bell wrung or door knocked . Driver takes a photo of the parcel on the doorstep .

One of us is usually home when we expect a parcel or it was left with our neighbours. Up until now we never had problems with deliveries.

agrinnall

Have you tried reporting it to Action Fraud? If they will accept the case they will issue you with a crime number.



https://www.actionfraud.police.uk/