Missing Amazon order and they’re refusing a refund

cal123321

Hello,

Any advice or help with this problem would be much appreciated as it’s causing us a lot of stress.

My partner recently ordered a smart watch from Amazon for £300. The delivery arrived but when he opened the parcel he noticed the product box was torn and the seal tampered with. There was no smart watch inside.

He reported this to Amazon who had an “investigation” which took about five seconds which concluded that because the item weights match up and because a parcel had been delivered they would not be giving us a replacement/ refund. 

They said he should report this to the police and send Amazon the police report. The police rightly responded that as the outer box had not been tampered with or the whole parcel stolen, it was a matter for Amazon to investigate internally. They even sent me an email saying this that I could pass on to Amazon. 

However Amazon still won’t do anything and any attempts to put across our point is met with the same stock reply. They still want a police report but we can’t provide one as no crime has taken place.

My partner even bought the same item from a different retailer and placed it in the Amazon box. The weight was 80g higher than the weight on the Amazon parcel, showing the item went missing in their warehouse and that their investigation was wrong, but this wasn’t good enough for them.

My partner has tried his bank as he paid with debit card but they can’t do anything as there was still a parcel delivered. He’s rang Action Fraud but they couldn’t help and it’s been reported to Trading Standards but there’s nothing they can do to get our money back.

The only option we can think of is small claims court, but we’re concerned about further expense from that. My partner is just starting his nursing degree and he’s concerned about the stress involved with small claims court.

sorry for the long post

again many thanks in advance for any advice.

user1977

cal123321 said:

My partner is just starting his nursing degree and he’s concerned about the stress involved with small claims court.

More stressful than just losing £300 and the correspondence to date? It's immensely unlikely to involve actually turning up in a court room, if that's what he's thinking. Though a more practical concern might be Amazon refusing to deal with him as a customer in the future.