Amazon Demand a Police Report - Police won't issue one?????

BrianBadonde

I am totally exasperated with Online Shopping / Couriers.   After recently receiving an item from Currys only to find the item had been swapped inside the box with a cheaper one, I decided to buy the item from Amazon.  In fact, we went for a more expensive model.

So I ordered a Webcam, Tripod & Remote from Amazon.    The Webcam & Tripod were shipped first.   Amazon sent us a One-off Code to give to the delivery driver.   Great idea!!!   I'm sure they get Scammers claiming none delivery...  It's the first time we've had this One-off Code.

Driver arrived with one package.   Wife said there should be 2 items.   Driver said he only had instruction for one item & showed her his phone.   Wife opened the box in front of the driver to find only the Tripod in the box.   The £254 Webcam not inside.   The driver said the Webcam must be with another driver.   Sounded fair enough.    Soon as he left, we receive an email from Amazon....BOTH ITEMS HAVE BEEN DELIVERED.

So I immediately contacted Amazon.   They were helpful at first.  They said well it sounds like the item has been stolen by a 3rd Party & instructed me to report it to the Police & obtain a Crime Report.

Unfortunately, despite much pleading & begging over the phone & 2 Police Stations, they will not issue a Full Crime Report!    We have a Crime Number.   Amazon won't accept this.

I am trying to contact Amazon UK = Impossible.   Just doing the rounds of overseas Call Centres telling me the same thing.


I don't know what to do?

the_lunatic_is_in_my_head

Credit or debit card OP? 

Aylesbury_Duck

Try John Lewis?  Five days ago, when you had the problem with Currys, you said that Amazon or John Lewis would sort things out, no qualms.  Time to try the third one? 

Seriously, your options are to persist trying to contact Amazon, or try and exercise a chargeback for non-delivery through your card.  It may fail because Amazon's record have the item as delivered, in which case you could try your credit card (if you used a credit card) for a section 75 claim.  It's often said on here that successful chargebacks or claims against Amazon will result in account closure.  I know it does happen, but I'm not sure how often.

BrianBadonde

the_lunatic_is_in_my_head said:

Credit or debit card OP? 

 Credit Card.   I have to wait 10 days before raising a claim.



Aylesbury_Duck said:

Seriously, your options are to persist trying to contact Amazon, or try and exercise a chargeback for non-delivery through your card.  It may fail because Amazon's record have the item as delivered, in which case you could try your credit card (if you used a credit card) for a section 75 claim.  It's often said on here that successful chargebacks or claims against Amazon will result in account closure.  I know it does happen, but I'm not sure how often.

I am bombarding Amazon with emails & phone calls.

I do sympathise with these companies, it would appear they're being robbed blind by internal staff &/or couriers.
I think the problem is the Police don't even investigate theft under a certain value now.   This Webcam was £254.

born_again

BrianBadonde said:

I am bombarding Amazon with emails & phone calls.

I do sympathise with these companies, it would appear they're being robbed blind by internal staff &/or couriers.
I think the problem is the Police don't even investigate theft under a certain value now.   This Webcam was £254.

Maybe not the best idea.

As I know from experience, people that do this will get ignored, as person picking up emails will see previous ones & ignore any later ones. So you get no reply. 

the_lunatic_is_in_my_head

BrianBadonde said:

the_lunatic_is_in_my_head said:

Credit or debit card OP? 

 Credit Card.   I have to wait 10 days before raising a claim.

Thanks OP, that will be for a chargeback for non receipt which Amazon will likely defend and win as they have tracking.

S75 holds the credit provider jointly liable if the items are over £100 (and less than £30k).

If you aren't getting anywhere with Amazon I'd send a letter before action to the credit provider, passing of risk is detailed here:

https://www.legislation.gov.uk/ukpga/2015/15/section/29

Whether or not you actually got the goods is decided on the balance of probability, i.e 50/50 rather than 100% proof.   

powerful_Rogue

the_lunatic_is_in_my_head said:

BrianBadonde said:

the_lunatic_is_in_my_head said:

Credit or debit card OP? 

 Credit Card.   I have to wait 10 days before raising a claim.

Thanks OP, that will be for a chargeback for non receipt which Amazon will likely defend and win as they have tracking.

S75 holds the credit provider jointly liable if the items are over £100 (and less than £30k).

If you aren't getting anywhere with Amazon I'd send a letter before action to the credit provider, passing of risk is detailed here:

https://www.legislation.gov.uk/ukpga/2015/15/section/29

Whether or not you actually got the goods is decided on the balance of probability, i.e 50/50 rather than 100% proof.   

Or just call the credit provider first rather then going in all guns blazing and jumping to a letter before action.

the_lunatic_is_in_my_head

powerful_Rogue said:

the_lunatic_is_in_my_head said:

BrianBadonde said:

the_lunatic_is_in_my_head said:

Credit or debit card OP? 

 Credit Card.   I have to wait 10 days before raising a claim.

Thanks OP, that will be for a chargeback for non receipt which Amazon will likely defend and win as they have tracking.

S75 holds the credit provider jointly liable if the items are over £100 (and less than £30k).

If you aren't getting anywhere with Amazon I'd send a letter before action to the credit provider, passing of risk is detailed here:

https://www.legislation.gov.uk/ukpga/2015/15/section/29

Whether or not you actually got the goods is decided on the balance of probability, i.e 50/50 rather than 100% proof.   

Or just call the credit provider first rather then going in all guns blazing and jumping to a letter before action.

Seems OP has and they are fobbing them off with a chargeback which Amazon will win  

powerful_Rogue

the_lunatic_is_in_my_head said:

powerful_Rogue said:

the_lunatic_is_in_my_head said:

BrianBadonde said:

the_lunatic_is_in_my_head said:

Credit or debit card OP? 

 Credit Card.   I have to wait 10 days before raising a claim.

Thanks OP, that will be for a chargeback for non receipt which Amazon will likely defend and win as they have tracking.

S75 holds the credit provider jointly liable if the items are over £100 (and less than £30k).

If you aren't getting anywhere with Amazon I'd send a letter before action to the credit provider, passing of risk is detailed here:

https://www.legislation.gov.uk/ukpga/2015/15/section/29

Whether or not you actually got the goods is decided on the balance of probability, i.e 50/50 rather than 100% proof.   

Or just call the credit provider first rather then going in all guns blazing and jumping to a letter before action.

Seems OP has and they are fobbing them off with a chargeback which Amazon will win  

I can only see where the OP has contacted the credit card company and was asked to wait 10 days. No mention of whether the OP specifically asked to start a S75 claim or not.

born_again

Given the 1st issue. I'm surprised that they did not look at click & collect.

If Op tells CC what they said here, then can't see S75 panning out.

BrianBadonde

I should have mentioned that we took some Pics of the Open Box with the Delivery Driver (all but face) & his Van in shot, which at least shows we had the discussion.

We just received a call from the Police, who confirmed this is recorded as a Theft & have been given a new Crime Reference Number.   Apparently the first number was just a Logging number.   Now we have the official one.