Amazon!

lisajday

We ordered a simplisafe alarm package via Amazon and then added some extras, will also order a foam gun at the same time. I was notified by them that the 2 small less expensive items would be delivered separate to the more expensive item (£200). Anyway the driver came and brought the 2 packages and on checking my account he had booked all 3 packages out! I have video footage of him with the 2 packages which I have sent to Amazon and on the tracking they were logged as delivered at 3.44 and the single (Not delivered package) at 3.46. This would be physically impossible which the footage proves. I was told by Amazon that it may be a miss-scan and to wait until today(16th Oct) and I could request a replacement or refund which I did. I have now been told that they won't as the item was from a 3rd party seller! 
Any advice please? 

Voyager2002

You did pay by credit card?

Have you contacted the actual; seller?

lisajday

No debit, never thought I'd have a problem with such a big company. I have contacted the seller and emailed them all the proof so waiting to hear from them

cymruchris

Wait a day for the systems to catch up. It might still be on the van - and it'll get reconciled when the driver goes back to base.

lisajday

I have waited the time requested by Amazon and still nothing. I have contacted them again via X and they have responded straight away. Thank you for the advice 

RFW

lisajday said:

We ordered a simplisafe alarm package via Amazon and then added some extras, will also order a foam gun at the same time. I was notified by them that the 2 small less expensive items would be delivered separate to the more expensive item (£200). Anyway the driver came and brought the 2 packages and on checking my account he had booked all 3 packages out! I have video footage of him with the 2 packages which I have sent to Amazon and on the tracking they were logged as delivered at 3.44 and the single (Not delivered package) at 3.46. This would be physically impossible which the footage proves. I was told by Amazon that it may be a miss-scan and to wait until today(16th Oct) and I could request a replacement or refund which I did. I have now been told that they won't as the item was from a 3rd party seller! 
Any advice please? 

Am I right in thinking that Amazon weren't the courier?
If not, who delivered it and have you looked on the courier's website?
Either way it shouldn't make any difference to Amazon whether this was a third party seller or Amazon. Their AtoZ guarantee covers every seller the same.

You may well get some good help via the Twitter response. If you don't try and get on to a live chat. That's generally the most useful form of getting anywhere. Short and succinct statements usually work best for dealing with Amazon. eg "I bought x, y and z in order number 1234. This was to be delivered in 3 parcels. I have only received 2 items. Item z is missing. The tracking shows all parcels as delivered. Unfortunately this is not the case." If you're starting again with Amazon take it at their pace and provide further evidence if and when they ask for it.

lisajday

When I checked Amazon were the courier and even when I pointed this out to them they came back with the same response. I have again emailed the MD of Amazon who presumably have copies of the live chat transcript as they indicated on the previous email.

Thank you for the advice. Going to give them until in the morning to respond and contact them again if I don't get any joy