Amazon sent an empty box and refuse to refund my £663

arthurfowler

DB1904 said:

arthurfowler said:

georgie_p said:

m-holland said:

It might not produce any better results, but Amazon have an online chat service as well. 

They’re even worse than the people on the phone! They won’t do anything at all. They want a police report. The police won’t accept it as an investigation because Amazon need to raise it, but they won’t. 

Amazon are going to be very difficult. In essence, the police report will do nothing with Amazon CS. File a report with Action Fraud (it is not relevant but it will log that you have reported a crime and you will get a reference number). Give that to them and see if they do anything. 

After that, stop dealing with Amazon over chat or phone (they will do nothing). 

Write a letter before action (putting this on the outside of the letter). Send the letter to:

Amazon UK 

60 Holborn Viaduct,

Holborn

London 

EC1A 2FD

Explain exactly what happened. Don't use emotion. Put dates, times etc of delivery and say you are willing to help aid any any investigation. It's not a guaranteed solution, but I got my refund for a similar issue within 48 hours of them receiving the letter. 

I have a letter which I sent, which I could also send to you, so you could see the style of letter. It's for a slightly different issue, but shows what you should say. 

Looking at the evidence there's been a theft rather than a fraud. The OP is correct in reporting the theft to the police, they already have a reference number. I asked the op a question to establish whether or no that number was a crime number. Either way the local police have decided they will not investigate. 

Ah I misread that, I thought the police were not providing a report. Action Fraud is not the right place no, it is just to show that it has been reported, which will help get a resolution. 

DB1904

arthurfowler said:

DB1904 said:

arthurfowler said:

georgie_p said:

m-holland said:

It might not produce any better results, but Amazon have an online chat service as well. 

They’re even worse than the people on the phone! They won’t do anything at all. They want a police report. The police won’t accept it as an investigation because Amazon need to raise it, but they won’t. 

Amazon are going to be very difficult. In essence, the police report will do nothing with Amazon CS. File a report with Action Fraud (it is not relevant but it will log that you have reported a crime and you will get a reference number). Give that to them and see if they do anything. 

After that, stop dealing with Amazon over chat or phone (they will do nothing). 

Write a letter before action (putting this on the outside of the letter). Send the letter to:

Amazon UK 

60 Holborn Viaduct,

Holborn

London 

EC1A 2FD

Explain exactly what happened. Don't use emotion. Put dates, times etc of delivery and say you are willing to help aid any any investigation. It's not a guaranteed solution, but I got my refund for a similar issue within 48 hours of them receiving the letter. 

I have a letter which I sent, which I could also send to you, so you could see the style of letter. It's for a slightly different issue, but shows what you should say. 

Looking at the evidence there's been a theft rather than a fraud. The OP is correct in reporting the theft to the police, they already have a reference number. I asked the op a question to establish whether or no that number was a crime number. Either way the local police have decided they will not investigate. 

Ah I misread that, I thought the police were not providing a report. Action Fraud is not the right place no, it is just to show that it has been reported, which will help get a resolution. 

They've given reference number, to get anything more like a report is going to cost. 

georgie_p

DB1904 said:

arthurfowler said:

DB1904 said:

arthurfowler said:

georgie_p said:

m-holland said:

It might not produce any better results, but Amazon have an online chat service as well. 

They’re even worse than the people on the phone! They won’t do anything at all. They want a police report. The police won’t accept it as an investigation because Amazon need to raise it, but they won’t. 

Amazon are going to be very difficult. In essence, the police report will do nothing with Amazon CS. File a report with Action Fraud (it is not relevant but it will log that you have reported a crime and you will get a reference number). Give that to them and see if they do anything. 

After that, stop dealing with Amazon over chat or phone (they will do nothing). 

Write a letter before action (putting this on the outside of the letter). Send the letter to:

Amazon UK 

60 Holborn Viaduct,

Holborn

London 

EC1A 2FD

Explain exactly what happened. Don't use emotion. Put dates, times etc of delivery and say you are willing to help aid any any investigation. It's not a guaranteed solution, but I got my refund for a similar issue within 48 hours of them receiving the letter. 

I have a letter which I sent, which I could also send to you, so you could see the style of letter. It's for a slightly different issue, but shows what you should say. 

Looking at the evidence there's been a theft rather than a fraud. The OP is correct in reporting the theft to the police, they already have a reference number. I asked the op a question to establish whether or no that number was a crime number. Either way the local police have decided they will not investigate. 

Ah I misread that, I thought the police were not providing a report. Action Fraud is not the right place no, it is just to show that it has been reported, which will help get a resolution. 

They've given reference number, to get anything more like a report is going to cost. 

I’ve given the ref number to Amazon and they are saying they will now only accept a PDF or PNG of the report, but I don’t have a report as the police can’t investigate anything! It’s so terrible. I’ll try the bank tomorrow and also write the letter as suggested just in case. 

Ms_Chocaholic

I struggle to understand why you would wrap up the Amazon box and not open the parcel and wrap up the item itself for your partner's birthday.

arthurfowler

Ms_Chocaholic said:

I struggle to understand why you would wrap up the Amazon box and not open the parcel and wrap up the item itself for your partner's birthday.

Even if she had, she would have had the exact same issue.

DB1904

georgie_p said:

DB1904 said:

arthurfowler said:

DB1904 said:

arthurfowler said:

georgie_p said:

m-holland said:

It might not produce any better results, but Amazon have an online chat service as well. 

They’re even worse than the people on the phone! They won’t do anything at all. They want a police report. The police won’t accept it as an investigation because Amazon need to raise it, but they won’t. 

Amazon are going to be very difficult. In essence, the police report will do nothing with Amazon CS. File a report with Action Fraud (it is not relevant but it will log that you have reported a crime and you will get a reference number). Give that to them and see if they do anything. 

After that, stop dealing with Amazon over chat or phone (they will do nothing). 

Write a letter before action (putting this on the outside of the letter). Send the letter to:

Amazon UK 

60 Holborn Viaduct,

Holborn

London 

EC1A 2FD

Explain exactly what happened. Don't use emotion. Put dates, times etc of delivery and say you are willing to help aid any any investigation. It's not a guaranteed solution, but I got my refund for a similar issue within 48 hours of them receiving the letter. 

I have a letter which I sent, which I could also send to you, so you could see the style of letter. It's for a slightly different issue, but shows what you should say. 

Looking at the evidence there's been a theft rather than a fraud. The OP is correct in reporting the theft to the police, they already have a reference number. I asked the op a question to establish whether or no that number was a crime number. Either way the local police have decided they will not investigate. 

Ah I misread that, I thought the police were not providing a report. Action Fraud is not the right place no, it is just to show that it has been reported, which will help get a resolution. 

They've given reference number, to get anything more like a report is going to cost. 

I’ve given the ref number to Amazon and they are saying they will now only accept a PDF or PNG of the report, but I don’t have a report as the police can’t investigate anything! It’s so terrible. I’ll try the bank tomorrow and also write the letter as suggested just in case. 

What format is your reference number?

Thrugelmir

Diamandis said:

Get them to send you the package weight upon delivery if they are claiming to have that information. 

Akin to supermarket self service checkouts there'll have proceedures in place to check items through the entire system. Weight being the obvious control check. 

y3sitsm3

Thrugelmir said:

Diamandis said:

Get them to send you the package weight upon delivery if they are claiming to have that information. 

Akin to supermarket self service checkouts there'll have proceedures in place to check items through the entire system. Weight being the obvious control check. 

But it depends how granular that weight check is.

A processor doesn't weigh much and its weight is easily dwarfed by the packaging.

If it was opened by the courier and resealed, the OP would have no chance.

born_again

photome said:

Ms_Chocaholic said:

I struggle to understand why you would wrap up the Amazon box and not open the parcel and wrap up the item itself for your partner's birthday.

this post got 3 thanks, but what difference would it have made unless the OP took the processor out of its box ( rather than the amazon box), not sure anyone would just wrap a processor, although some would check to make sure it was in the box of course

Not very MSE to use extra wrapping paper to wrap the Amazon box, when you can just wrap the smaller box 👀

If you read the Op. You will spot this..
My partner opened his present on the morning of 8th January. The Amazon box was intact and no signs of damage, but when we opened it, the products box had been ripped. Upon opening the CPU box, there was no item in it, just the warranty slip.

Had box been opened, it could have been flagged straight away. Did Op check bottom of Amazon boxx? As it has been known to split the bottom tape & reseal with plain tape. As people only check the top of the box where they get in.



OP will not get anywhere with bank. As Amazon have proof of delivery. Even Op said they gave delivery person the code they need.
Could be a brick or nothing in the box. All that matters via Chargeback is the package was delivered.

nyermen

If I google the processor, the suggestion is that its about 53g, so indeed it will be negligent.
My first thought was if this was a "returned product that was sent straight back out", but the ripped product box suggests not.

Have to wonder, if its not in the warehouse, who in the supply chain knows the box contents (can see the order?), as there's obviously a security flaw as this seems to happen a lot.

(We had it happen at work with some deliveries for the company, so pretty sure its not a case of "people making things up".  In fact, one day, delivery was made to lots of us, but no actual delivery. Amazon said go swivel, and had to make a grovelling apology when all the delivery boxes were found empty and dumped behind a building nearby...)