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

Ectophile

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.

If it was bought on a credit card, then the Consumer Credit Act also applies.

The fact that something was delivered doesn't eliminate the credit provider's responsibility.

m0bov

Best to contact your card provider or if not, send an LBA. Police/Fraud won't do anything, Amazon should be speaking with them.

Jenni_D

Just be aware that Amazon (allegedly) can be vindictive - if you pursue this via legal channels you may well win, but you may well also lose your Amazon account and they may decline to do business with you in the future.

georgie_p

Jenni_D said:

Just be aware that Amazon (allegedly) can be vindictive - if you pursue this via legal channels you may well win, but you may well also lose your Amazon account and they may decline to do business with you in the future.

I’ve raised a claim with the card company. I used my credit card since it was a big purchase and paid it off straight away but the card company said they’d freeze any payments or interest from that transaction. I will definitely pursue legal channels if nothing comes of it. And I won’t use Amazon again either way so makes no difference to me! Most of my friends and family have already closed their Amazon accounts because of how they’ve spoken to me.

theonlywayisup

georgie_p said:

Jenni_D said:

Just be aware that Amazon (allegedly) can be vindictive - if you pursue this via legal channels you may well win, but you may well also lose your Amazon account and they may decline to do business with you in the future.

Most of my friends and family have already closed their Amazon accounts because of how they’ve spoken to me.

That certainly isn't something I would do willingly. 

See what your card company say - I see you've had advice on an LBA for a previous issue so you should know what to do with that. 

robatwork

georgie_p said:

 Most of my friends and family have already closed their Amazon accounts because of how they’ve spoken to me.

Well that's what they tell you.

georgie_p

Amazon's response was: 

I've received an update from the internal investigation Team has confirmed that the order was dispatched in intact condition with no defect/damage and the transportation team also confirmed that the order was delivered in intact condition.

Basis the outcome of the investigation, we would not be able to process the refund/Replacement for the order/item. We value your business with us and look forward to an opportunity to serve you again in the future.

I will await to see what Visa say, since Amazon still can't provide any evidence of the item being packed in their warehouse, or what warehouse it was packed in.

turnitround

But what difference would it make if they said which warehouse it was?

You say the  Amazon box was not tampered with and it was the inner package that was ripped then that rules out any problem with the delivery driver.

It would mean that someone in the Amazon warehouse deliberately packaged a ripped box. It that person was not responsible for the rip then I would think they would have brought it to the notice of someone higher up rather than just go ahead and pack just to keep themselves in the clear.

If they were responsible for ripping the box, taking out the contents and then packing it in the outer box then it would need to be done inside the Amazon warehouse and said person would have  had to be able to get the item out somehow. 

Perhaps if someone on here has worked for Amazon they would be able to shed some light on how it could happen.

screech_78

I’ve never worked for Amazon but I work for one of the most popular U.K. companies and I would bet the processes are pretty similar. We have three large distribution centres - the main one is pretty much wholly automated. Online orders are picked and packed by machines. It’s like a conveyor belt and a photo is taken before the box is sealed. You can tell which orders this relates to as the boxes are sealed with a rip tape. Been able to catch a few customers out with this who say items were missing (and it’s always an iPhone or something similar) yet we have the photo of it before dispatch and we can usually get a delivery photo showing it wasn’t tampered with. 

The other two warehouses do have human involvement and this is boxes that are taped. This is usually for clothing and beauty items and very rarely receive any complaints regarding these. 

For our main DC, it’s covered in CCTV. I’ve visited and there is no where to hide but since there’s pretty much zero human involvement, it’s a moot point anyway. 

I would imagine Amazon is roughly the same, although I don’t know if photos are taken whilst being packed. 

Thrugelmir

y3sitsm3 said:

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.

Packaging maybe weighed first. Then contents added. Then rechecked. Easy enough to do. Amazon aren't going to leave themselves open to spurious claims they cannot defend.