Amazon Nightmare

Vicxie

Not sure if this is in the right thread, please move if it isn't.

This is just to document my experience and hope it can help others in the future.

In January, i ordered 3 phones off amazon (2 s21 fe & 1 flip 4). On the day it was meant to arrive, i received a "delivery failed" notification even though i was sat practically next to the door all day. Packages arrived the following day. Opened the first box that was supposed to have a S21 FE

this was inside. Now, something similar had happened to my mum in 2017/18 where she ordered a phone and received a less than £10 perfume and sorting it was as simple as them sending me a form to fill and they issued the refund without having to return the item. But after seeing this in the box, i was shocked and became wary of opening the other boxes. I called Amazon right away who asked me to send pictures of what i had received and i told them i didn't want to open the other boxes but the guy said they needed confirmation of what i received in the other ones too because i said i just wanted to return them all without even opening it.

Now, this is where i thankfully did a smart thing. I told him that i was going to make a video with my other small phone to show me opening the other 2 boxes. When i opened the 2nd box that should have had the other S21 FE, this was inside

and then i opened the 3rd box that was meant to have the FLIP 4 and a S21 FE was inside instead (you can see a glimpse of that in the box on the right). I sent all the pictures as required and also saved the video. The guy gave me a return label for the 2 S21 i should have received and then told me i needed a police report for the FLIP 4, how i needed to go report a stolen item and send them the report number before they can refund me. I told him i wasn't going to the police to report a stolen item when it was amazon that sent me the wrong item, if they felt the item was stolen, then they needed to report it. I printed the return label myself, selected "wrong item sent" and sent all 3 back within the hour.

So, items were received Jan 11 and amazon received the return on Jan 13. I called after 2wks and they said "ok, we will send you a form for the 2 S21 to fill but will need to launch an investigation for the FLIP order". Form was sent to me and completed. They issued a refund for 1 but not the other. I called them 2days later and they said i had put the wrong date on the form O_O how is that possible when both orders were placed same day, received same day and returned the same day...they issued a refund for 1 but the other identical order had the wrong date? Fine, whatever. I fill it out again and sent it and refund was issued. 24hrs later, i didn't receive an email to say refund has successfully been processed so i checked my order and see no refunds processing!!! I called them and they said "yes, the refund was cancelled because you sent back the wrong item". My ear started bleeding from that sentence because HOW is it possible that it was ME that sent back the wrong item when i had simply sent back what i received from them.

Now, this is where Amazon started to flex their power. They simply said "sorry, nothing else to be done" and i'm like !!!!!!, i sent you pictures of what i had received though etc etc and they just refused to help further. So, i went online and looked for a higher ranked person's email address and found managingdirector@amazon.co.uk and i basically ranted and included the video evidence i had taken. I had someone call me within 2hrs apologising and telling me that they will email the relevant department asking them to reissue the refund they cancelled and that they STILL need to investigate about the FLIP 4. I was asked to give them 5 business days to conclude their investigation. 7 business days later, i email them again and now, they tell me to wait until MARCH 12 and that although they have received my return, it takes time for their fulfillment center to process it. This was feb 7. I decided to play their waiting game.

March 14 comes around and i am still waiting for my 2 refunds. I emailed them again and stress that i have given them all the time in the world and i have no idea what they've been investigating AFTER i already supplied them with video evidence of what i received. They reply telling me to give them ANOTHER 5 business days. So, i take to twitter to call them out and said i would upload the video evidence on twitter if i didn't receive my refund within 24hrs. They sent me a link to fill my details so they can address my concern and i did that. Around 5hrs later, i received an email to say they've put a refund request through for my FLIP 4 and as for my S21, I got this  "Please allow me a few business days to research the issue so we make sure the matter is taken care of properly and I will be in touch with you via email as soon as I have an update."

Yesterday, i received an email for the FLIP 4 to state refund had been successfully processed and i woke up this morning to another email stating refund for the S21 had also been successfully processed. I had actually called 1 of my bank on March 14 to start a chargeback, so will be calling them today to cancel that. I hope this write up helps everyone who currently has a similar case with amazon and for people who are making future purchases with amazon, be careful with expensive items.

Sorry for any grammar error or spelling mistake.

TripleH

When we got new phones the other year, we filmed us opening the boxes. I think it also makes sense to not buy anything else around the same time so you cannot be accused of returning the wrong item.

Brywalker

I know that many many of these expensive items are bought from amazon without issue but I've seen enough reports like this to convince me that I'll never purchase such items through that source and will go to a bricks and mortar store. 

nyermen

Yeah, I've stopped buying anything with any value on amazon now, heard too many stories like this from people at work (and we're not a huge office).  High paid people, so no reason to be lying i dont think.

Previously (such as the PS5 event) I remember stories that the boxes weren't normal seal (eg. clear tape rather than usual tape, and labels on the side of the box not on the top.  In the photos above, it looks like proper tape, and the label across the seals, which suggests any switch happened before dispatch (warehouse?).

datz

nyermen said:

Yeah, I've stopped buying anything with any value on amazon now, heard too many stories like this from people at work (and we're not a huge office).

Agreed.

Fortunately I haven't yet experienced this, but I have avoided ordering higher value items (over £200) online for delivery, as much as possible. I'd rather buy (or collect) from the high street, where I can check the contents before leaving the shop, even if the price is marginally higher.

km1500

I wonder how they are being switched - from what I have heard they have CCTV everywhere in the packing area.

sheramber

it is not just high value items.

My son ordered a bicycle light and got a pack of batteries instead,

I have noticed recently that my Amazon deliveries are in a much stronger container that is difficult to open with out tearing. The tape is much stronger and has 'strings' through it so it doesn't peel off without damage. 

WhiskersTheWonderCat

I don't care how many 1000s of phones they sell every day that get delivered without issue. This problem is popping up WAY too frequently. If I ordered a phone from them, I'd be tempted to film opening it on my doorstep with the Amazon delivery person. But chances are, I would just avoid ordering an expensive phone from Amazon altogether. 

diystarter7

Hi

Sorry about that OP

I've found them helpful but once I had to speak to a manger who sorted it out

It is worrying etc and as another suggested, possibly oen expensive items whilst filming. Yes, this should not be the cse but if thigs go wrog its easier o the buyer IMO

Good luck

geewcee

Doesnt just happen with Amazon, I once ordered a laptop from another online retailer and I received a box with 2 bottles of water in it and no laptop. I had to fight tooth and nail to get my money refunded.

goater78

It happens everywhere. It’s only that Amazon are by far the biggest company that it seems to happen more there. In reality any online retailer will have this problem. 

Also filming opening the parcel doesn’t really prove anything as you could have tampered with it before you started filming. To be honest the simple act of filming opening a phone parcel from Amazon and then it having another item in would be seen as very suspicious by Amazon. Seems like too much of a coincidence.