Amazon help please!

McFlash

So, my 16 year old son ordered a new phone from Amazon, nothing expensive just a £100 budget one.
Ordered through Prime so should have been delivered the next day but didn't actually turn up until a day later.

He wasn't at home that day but had given his mum the code to accept the parcel. She then dropped the parcel to him at my house the next day which he excitedly opened, only to find a bottle of hair conditioner and no phone!

Obviously I got straight on to Amazon to complain and have spent the last week chatting to web-muppets before finally managing to find an email address for "Executive Services".

I've jumped through all the hoops, sending them photos, logging a crime report with the police and everything they've asked for but from initially being told I'd have to wait 14 days for a refund (which I wasn't happy with, I just want the phone we ordered), to them now saying there is nothing they can do.
So my son has basically lost his birthday money with nothing to show for it.

Obviously, I have replied stating that this is unacceptable but still feel like I'm banging my head against a wall and to be honest, feel like Amazon have ripped off a child.

So I'm asking you good people for Amy advice that may help me to resolve this issue.
While the package did not appear to be tampered with in any way, someone, somewhere has stolen our phone and Amazon are refusing to accept responsibility.

Is there anything I can do to get them to supply what we ordered?

Thanks for reading.

McFlash

*sorry...*any advice, not advice from Amy!

Aylesbury_Duck

Firstly, if your son is the purchaser, it's him that needs to be dealing with Amazon.  Amazon don't have to deal with you on the matter.  Giving the receipt code to someone else may breach the terms of the delivery, which may not help if that's the case.  How did your son pay?  Debit card, perhaps?  Maybe he could talk to his card provider to see if they can help.

McFlash

Aylesbury_Duck said:

Firstly, if your son is the purchaser, it's him that needs to be dealing with Amazon.  Amazon don't have to deal with you on the matter.  Giving the receipt code to someone else may breach the terms of the delivery, which may not help if that's the case.  How did your son pay?  Debit card, perhaps?  Maybe he could talk to his card provider to see if they can help.

Yeah, my son is the purchaser but he's also a minor so I'm pretty sure I'm able to deal with this on his behalf. 
They can't expect a child to deal with an issue such as this and as his parent, I'm sure I'm within any legal rights to represent him. If they were to try any refuse that, they really are poking a hornets nest.

I've seen via Google that getting your bank to reclaim the money can lead to Amazon closing your account, something that I don't really want to do to my son.

I have been on to CAB who have advised me that if I want the item, rather than a refund, then the burden of proof is on Amazon to show that there was actually a phone in the package, which obviously there wasn't.
They (cab) also sent me a letter template which I've sent to Amazon, stating the consumer rights act and giving them a timeframe for an acceptable resolution.
With any luck, I'll get an acceptable response in the next couple of days.