Amazon Lost my package and now refusing to refund!

beemarman

Help please!

I ordered a high value item from Amazon costing £1800. Because of the value of the item it said on their site that it needed a signature upon delivery.

I wasn’t in when it was delivered, and the right thing for the delivery man to have done was to take the item back to the depot and then try delivery it again.

Instead the idiot left it in my bin, and then left a 'Sorry we missed you note' to tell me it was in my bin.

Unfortunately, my bin got emptied the next morning. When I got in, I saw the note, went to the bin and it was empty.

Contacted Amazon and they’re saying because the item was delivered to the right address, they’re not going to refund or replace the item.

How the hell can they expect me to be out of pocket in the tune of £1800 when the mistake wasn’t my faulty? I’m not denying the item was delivered to the right address. It was, but it shouldn’t have been left without a signature, let alone put in the bin.

Luckily, I bought the item using my Credit card, and have informed them. I just wanted to know if I can escalate this issue without going through the Indian based customer service that seems to be all telling me the same bull?

I really want to know how to escalate this without going through customer service. All they seem to do is put me through a department that just feeds me the same rubbish about going to the police and getting a crime number.

beemarman

Email from Amazon saying I should go to the police.

"Hello,

We’re sorry to hear that you haven’t received your item for order

We have fully investigated this matter, including with the delivery carrier who delivered the package. Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which indicate the item as delivered:

- the timed geocode stamp of the delivery location;
- information collected at the point of delivery; and
- the package weight and reported condition upon delivery.

Accordingly, based on our investigations, we won’t be able to provide a replacement or refund for this order at this time.

If you think that someone has intercepted your item without your permission, this is a crime, and you may wish to contact your local police authorities to pursue this matter further. To assist, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.

If the issue isn't resolved after contacting local police, please contact us again and include a copy of the police report, crime reference number and details of the station where the incident was reported. Please note: to assist in obtaining a police report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will then validate the report with the local police force in question; for that reason, we are unable to accept reports filed with Action Fraud, as this is a reporting centre, rather than a local police force.

Please forward a PDF, JPG or PNG copy of the police report to the following address: uk-deliveryinvestigation@amazon.co.uk. Please be sure to include key information including:

- Name/Rank of the officer
- Name of police station
- Phone Number of police station
- Crime Reference Number

As the outcome of our detailed investigation suggests that the item was delivered, unfortunately without any such police report reporting the crime of theft or interception of the item, we are unable to take further action.

Thank you for your understanding."

I really don't see how this could be a criminal offence against me. I haven't received the item, so can't see how a crime as been committed against me.

gettingtheresometime

Why is it that a paperback book never seems to go missing?

beemarman

gettingtheresometime wrote: »

Why is it that a paperback book never seems to go missing?

If the item was under a certain amount, then I would have got a refund without issues.

marlot

gettingtheresometime wrote: »

Why is it that a paperback book never seems to go missing?

Because Amazon would simply send a new one out.

Fosterdog

I have to wonder why anyone would order an £1800 item then not be in for delivery. Amazon probably have more delivery options than any other retailer, you choose your delivery day at the point of ordering, you can choose any address so it could go to a work address or relative if you can't be at home, most of the country gets weekend delivery, they deliver to every post office in the U.K., most areas have a collection point in a local shop, amazon lockers all over the country but you choose home delivery then go out on the day of delivery instead of using one of the many other far more sensible options.

beemarman

Fosterdog wrote: »

I have to wonder why anyone would order an £1800 item then not be in for delivery. Amazon probably have more delivery options than any other retailer, you choose your delivery day at the point of ordering, you can choose any address so it could go to a work address or relative if you can't be at home, most of the country gets weekend delivery, they deliver to every post office in the U.K., most areas have a collection point in a local shop, amazon lockers all over the country but you choose home delivery then go out on the day of delivery instead of using one of the many other far more sensible options.

This is not an excuse. I've ordered stuff, then stayed at home all day and nothing arrived. What should have happened didn't happen. I requested a signature for the item and that didn't happen.

Amazon are in the wrong here.

mac.d

beemarman wrote: »

"Hello,

We’re sorry to hear that you haven’t received your item for order

We have fully investigated this matter, including with the delivery carrier who delivered the package. Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which indicate the item as delivered:

- the timed geocode stamp of the delivery location;
- information collected at the point of delivery; and
- the package weight and reported condition upon delivery.

Seems to me like Amazon are happy that the item was delivered. So they are hardly going to refund you or replace the item just because you are telling them it was left in your bin, and you didn't attempt to retrieve the parcel until the following day, after your bin got emptied.

DoaM

@OP ... do you have "bin" (in your account) as a designated safe place for parcels to be left? (It can be a default setting).

Did YOU specify a signature was needed, or did they advise it?

And regarding small value items not going missing - untrue. We ordered something on Sunday (£17.96) that was supposedly delivered yesterday (according to the tracking) - but it wasn't. It wasn't "handed to resident" (per the tracking, nor was it left with a neighbour or left in the safe place (in/near the bins).

m0bov

No point going to the Police, nothing has been stolen, the item has not been delivered to your address, its been put in the bin.

I think your going to have to go to your credit card company. Point this out to Amazon, the contract states delivery to you, not a bin.

DoaM

m0bov wrote: »

the contract states delivery to you, not a bin.

It'll say delivery to an address rather than a person - whether a bin at that address constitutes delivery is open to debate, hence my questions.

If Amazon have stated that a signature will be required, and the OP has evidence (a note) that it was delivered to a bin (thus without a signature), then that's the OP's silver bullet.