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

robatwork

AliceCim said:

The exact same thing happened to me last week, it was a £400 Garmin watch. I did open the package within 5 minutes of receiving, the actual Amazon box was intact, and the watch box was inside, however that box was empty with not even a charger in it. Amazon completely refused to do anything about it and directed me to the Police. However, the Police wouldn't even file a report as the delivery box did not look like it was broken into, therefore in theor eyes, it's on Amazon and their warehouse processes. I was totally taken aback by how rude every single Amazon customer services person was, just basically implying I was at fault and I was the thief. I've logged it with my bank, but not sure I'll get anywhere. If anyone else has any suggestions, please help!

Crucially - was the watch box itself factory sealed?  That would tell you, us and Amazon just who the thieves are.

Currently we and Amazon only have your word that there was no watch in there - how do they know you're not just making this up?

I'm sure they have a weighing system for all goods pre-shipping so they know exactly how much a box with watch weighs. If someone pinched it, you need to do some investigation as to where it went missing. Disappointing the police wouldn't file a report though - this is theft and you should try them again. With a crime reference you will be better armed to get a refund.

AliceCim

robatwork said:

AliceCim said:

The exact same thing happened to me last week, it was a £400 Garmin watch. I did open the package within 5 minutes of receiving, the actual Amazon box was intact, and the watch box was inside, however that box was empty with not even a charger in it. Amazon completely refused to do anything about it and directed me to the Police. However, the Police wouldn't even file a report as the delivery box did not look like it was broken into, therefore in theor eyes, it's on Amazon and their warehouse processes. I was totally taken aback by how rude every single Amazon customer services person was, just basically implying I was at fault and I was the thief. I've logged it with my bank, but not sure I'll get anywhere. If anyone else has any suggestions, please help!

Crucially - was the watch box itself factory sealed?  That would tell you, us and Amazon just who the thieves are.

Currently we and Amazon only have your word that there was no watch in there - how do they know you're not just making this up?

I'm sure they have a weighing system for all goods pre-shipping so they know exactly how much a box with watch weighs. If someone pinched it, you need to do some investigation as to where it went missing. Disappointing the police wouldn't file a report though - this is theft and you should try them again. With a crime reference you will be better armed to get a refund.

No, the manufacturer's seal was broken and had a bit of cellotape on it instead. The box itself had scratches on it and it's pretty obvious it was not brand new. I took photos and told Amazon all that, made no difference. 

n1guy

Old thread but have just ran into the same issue.  A Coros running watch from Amazon,  product box completely empty, not even a charging cable, obviously someone in the Amazon warehouse is stealing high value items,  they told me they will investigate it and will take 5-7 working days

Aylesbury_Duck

n1guy said:

Old thread but have just ran into the same issue.  A Coros running watch from Amazon,  product box completely empty, not even a charging cable, obviously someone in the Amazon warehouse is stealing high value items,  they told me they will investigate it and will take 5-7 working days

Not really.  It's a possibility, but it's not obvious.  Unless you have proof it was stolen in the warehouse?  Multiple people will have handled it after it left the warehouse, there are multiple opportunities for theft to occur.

GadgetGuru

Just had the same issue - purchased a computer SSD.
Shipping box etc was sealed and no signs of tampering. 
The actual SSD box - seal had been tampered with and there was no SSD inside the box. 
This is a £320 item. 

Not sure what to do now?

Jenni_D

Yes you do know what to do - you contact the seller. You simply explain in a calm manner what you have received and request that they resupply the goods.

What you don't do is start off accusing them of misdemeanours right from the off ... you catch more flies with honey than with vinegar.  

GadgetGuru

I actually purchased a quantity of 2. One was fine and sealed. It was just one unit that had been clearly opened and hence the drive missing.

So contacted Amazon via phone - it was a work purchase via an Amazon Business account - not sure whether this had any bearing on the outcome, but after explaining what had happened the Amazon rep informed me the item came from a third party seller (but fulfilled by Amazon) so there was not much she could do other then process a refund. 
I agreed and a refund for one of the items has been processed it seems, along with email confirmation. Fortunately it was quicker and easy than I expected!

I will now purchase the item from somewhere else!

Jenni_D

Using a business account does change things, as you'd no longer have the full protection of the Consumer Rights Act 2015. But it seems Amazon have done the right thing and your earlier trepidation was unwarranted. 👍

Okell

GadgetGuru said:

Just had the same issue - purchased a computer SSD.
Shipping box etc was sealed and no signs of tampering. 
The actual SSD box - seal had been tampered with and there was no SSD inside the box. 
This is a £320 item. 

Not sure what to do now?

If you're looking for advice the sensible thing to do would be to start your own thread...

Not many people are going to plough through 6 pages of a thread that started over two years ago, kept wandering off topic, and finished over 6 months ago.

If you think this thread is relevant to your problem, put a link to this thread in your own thread

Jenni_D

Good advice ... but ultimately too late for that poster as the issue is already resolved.