Amazon received hairdryer instead of £1300 laptop

JamoLew

pbartlett said:

What you are asking is the best way to protect yourself against theft.

In one way, this thread is not about Amazon returns and couriers and the best way to return items - it is about a crime being committed against you, nothing more. 

In a way yes - but it seems that the balance of proof/innocence seems to be very difficult for the consumer to achieve.

There must be (are) ways to help protect oneself against this and prove evidence that it’s not you that are the guilty party.

Al_Ross

arthurfowler said:

Al_Ross said:

Money_Grabber13579 said:

Al_Ross said:

Is it at all possible that the courier got your package information details accidently mixed up with somebody else’s?

You mean, the courier was moving things around in the van and the contents of one parcel just happened to fall out of one parcel and into another parcel whilst the contents of that other parcel moved in the opposite direction?

I think that’s about 0% likely - there has been a theft somewhere, it’s just impossible to pinpoint where it took place. 

No,I mean did the courier stick the wrong label on his box,is that possible at all ?

The label was already on the box but the more I think of it, the more I think there could be some kind of mix up at the returns centre.

The item they say they received was an item with a full, long description which is sold on amazon.

I emailed managingdirector@amazon.co.uk and received a named response that they are launching an investigation. I gave them the crime reference number and the serial number of the laptop. I asked if they could check all their open box items of the same name and see if my serial number matches. Hopefully there was a mix up but don't know if they would check that. 

Did Amazon generate a returns label and you printed it and stuck it onto the box ?

arthurfowler

Al_Ross said:

arthurfowler said:

Al_Ross said:

Money_Grabber13579 said:

Al_Ross said:

Is it at all possible that the courier got your package information details accidently mixed up with somebody else’s?

You mean, the courier was moving things around in the van and the contents of one parcel just happened to fall out of one parcel and into another parcel whilst the contents of that other parcel moved in the opposite direction?

I think that’s about 0% likely - there has been a theft somewhere, it’s just impossible to pinpoint where it took place. 

No,I mean did the courier stick the wrong label on his box,is that possible at all ?

The label was already on the box but the more I think of it, the more I think there could be some kind of mix up at the returns centre.

The item they say they received was an item with a full, long description which is sold on amazon.

I emailed managingdirector@amazon.co.uk and received a named response that they are launching an investigation. I gave them the crime reference number and the serial number of the laptop. I asked if they could check all their open box items of the same name and see if my serial number matches. Hopefully there was a mix up but don't know if they would check that. 

Did Amazon generate a returns label and you printed it and stuck it onto the box ?

Yes they did.

 The slip with the tracking number from hermes shows the same barcode that is on the box, once I check it online.

Hmm, however they received the package on Monday but I didn't get a response that it was the hairdryer until Friday. Who knows what happened within those five days.

Al_Ross

arthurfowler said:

Al_Ross said:

arthurfowler said:

Al_Ross said:

Money_Grabber13579 said:

Al_Ross said:

Is it at all possible that the courier got your package information details accidently mixed up with somebody else’s?

You mean, the courier was moving things around in the van and the contents of one parcel just happened to fall out of one parcel and into another parcel whilst the contents of that other parcel moved in the opposite direction?

I think that’s about 0% likely - there has been a theft somewhere, it’s just impossible to pinpoint where it took place. 

No,I mean did the courier stick the wrong label on his box,is that possible at all ?

The label was already on the box but the more I think of it, the more I think there could be some kind of mix up at the returns centre.

The item they say they received was an item with a full, long description which is sold on amazon.

I emailed managingdirector@amazon.co.uk and received a named response that they are launching an investigation. I gave them the crime reference number and the serial number of the laptop. I asked if they could check all their open box items of the same name and see if my serial number matches. Hopefully there was a mix up but don't know if they would check that. 

Did Amazon generate a returns label and you printed it and stuck it onto the box ?

Yes they did.

 The slip with the tracking number from hermes shows the same barcode that is on the box, once I check it online.

Hmm, however they received the package on Monday but I didn't get a response that it was the hairdryer until Friday. Who knows what happened within those five days.

Did you put a slip inside the box as well?

arthurfowler

Yes absolutely 

arthurfowler

Can someone tell me if this is the right part of consumer law to quote to Amazon?

29Passing of risk

(1)A sales contract is to be treated as including the following provisions as terms.

(2)The goods remain at the trader’s risk until they come into the physical possession of—

(a)the consumer, or

(b)a person identified by the consumer to take possession of the goods.

(3)Subsection (2) does not apply if the goods are delivered to a carrier who—

(a)is commissioned by the consumer to deliver the goods, and

(b)is not a carrier the trader named as an option for the consumer.

(4)In that case the goods are at the consumer’s risk on and after delivery to the carrier.

(5)Subsection (4) does not affect any liability of the carrier to the consumer in respect of the goods.

(6)See section 2(5) and (6) for the application of this section where goods are sold at public auction.

RJLupin

I wonder if Amazon have a record of the sale of the hairdryer. Do hairdryers have serial numbers?
If it's one they've sold, but not to you, that may help your case?

arthurfowler

RJLupin said:

I wonder if Amazon have a record of the sale of the hairdryer. Do hairdryers have serial numbers?
If it's one they've sold, but not to you, that may help your case?

I don't know if they keep records of the serial numbers or if hairdryers have them. Along the same lines of thinking, I asked if a return for that model of hairdryer has also been reported missing with the same timescales as that may go some way to proving something. 

However they didn't respond to that. 

I offered photos of the package, tracking number receipt, phone number of hermes driver, serial number of laptop (as it wasn't listed on my invoice), etc etc. Today I got a reply (from executive customer relations) saying they don't need any of that information. 

God knows how they are investigating. 

I should get a final result today or tomorrow apparently. 

arthurfowler

Update for anyone interested. I have my refund! 

This has been a torrid afair. I have contacted them multiple times, with ridiculous replies. 

Finally a letter sent by recorded post to Amazon HQ in Holborn (received yesterday), as well as an email to Hermes' CEO this morning (cc'ing all other known emails) seems to have done the trick. 

I received a call from Hermes within an hour of the email to the CEO as well, saying that they will investigate the missing item. 

Some advice: 

NEVER EVER use Hermes for a return to Amazon. If it is the only option, contact CS and ask for another. If that is not forthcoming, send at your own expense and get Amazon to refund you the delivery fees. 

Thankfully Amazon have been apologetic, so I should still be able to use my Prime Video and use Amazon for pet food, etc. Never ever for anything over £100 from now on for me though.