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Amazon insisting on a crime report?!(82 Posts)
Not sure if this is the right place to put this as it's not a legal matter yet, but it seems to be heading that way!
I ordered an £80 product from Amazon prime (actual amazon, not a private seller through Amazon), and had an e-mail yesterday to confirm that it had been delivered to my address.
No one was in all day (unless you count the cat!), so it most definitely wasn't delivered. Neighbours are lovely and have said that it wasn't delivered there. I opened an online chat with Amazon last night, to be told that they definitely delivered it to the right address, GPS tracking has shown that the delivery driver delivered it, and that they aren't going to do anything about it. I tried to escalate the complaint, to be told that my only option was to report it to the police and get a crime reference number. So I begrudgingly contacted non-emergency police (feeling awful as I really don't want to waste police time!) and they gave me a crime reference number. I gave that to Amazon, who said that they actually needed a letter from the local police station, on letter headed paper, with the crime reference number, and various other ridiculous details. I told them this was ridiculous, as there is no way the police would provide that, and they insisted. So I contacted the police again (non-emergency obviously!), who said that I was correct and there is no way they would provide that, but they would happily confirm to Amazon that the crime reference number was legitimate if Amazon wanted to give them a call. So I went back to Amazon and told them what the police had said, and they said leave it with us and we will get back to you.
Anyway, I have now had an e-mail from Amazon saying that their investigation concludes that they have delivered the product (essentially accusing me of lying!) and that the case is now closed. They have said that if I cannot get the product back through the police (how on earth they expect that to happen, I have no idea!), then contact them again once I have an official crime report!!
This is ridiculous, and I have no idea where to go from here? Do I have a leg to stand on? I do not want to be wasting any more police time with this, but Amazon are refusing to engage in any further discussion. I need this item, and cannot afford to pay another £80 for a replacement!
Can anyone offer any advice at all?
Persist with Amazon. The onus is on them to prove delivery so insist that you need a signature to prove delivery took place.
Without a prove of delivery you should be able to get them to resend
Ah this one will be difficult.
Legally, Amazon are responsible for the item up to delivery - but they seem to believe that they have adequate evidence that it was delivered, and GPS evidence is considered quite reliable.
Do they think they left it outside your house, or was it delivered to you/a neighbour? Do they have a signature? Is your address definitely correct on the GPS?
I remember that story about the delivery driver bring captured on CCTV going up to the house and pretending to deliver only for them to pocket the goods himself. Sounds like something like that might have happened.
Thank you for replies
Amazon say that the delivery driver has told them that the item was handed to a person in the house and signed for, but they are refusing to provide us the signature. They definitely have the correct address for us, so I assume that means the GPS is accurate?
You should have some sort of protection from your credit or some debit cards? Would they help?
Can they look into their delivery tracking to see exactly where it was delivered to? The Amazon drivers in my area leave the parcels in ridiculous places sometimes (in the wheelie bin!) so they may have left it somewhere? Or does their tracking say "parcel handed to resident" or something?
Cross post! Ok, if it was handed to a resident they should have taken the name of the person it was handed to. I would ask to speak to someone higher up, and push to see the signature. It seems crazy that they won't show you that as it was supposedly someone in your house!
They are being ridiculous! I've asked to escalate it higher, but they've said it has been escalated as high as it can go- which is unlikely unless I'm speaking to the CEO of Amazon, which I highly doubt!
I will look into debit card protection, good idea.
Will also keep pushing for the signature. My husband has e-mailed this morning and threatened small claims court- which is a pretty empty threat as we don't have the finances to take Amazon to small claims court!
Ask for the evidence of delivery. You have a right to see that. Did they give you a tracking number that you can check yourself?
It hinges on that proof. Their liability ends once it's delivered to you (so if something happened to it after that, it's nothing to do with them). If they delivered to the right address but the wrong person (ie someone pretending to be from your house), it's tricky and police involvement would be required. If it didn't make it to you, they are liable and need to send a new one.
I'd definitely check the tracking details and keep pushing them on live chat to see what delivery details they have.
I'd also ask them to provide the time that the item was allegedly delivered, details of the person that signed for it (old lady, middle age bloke with glasses etc) and for details of your house (blue door, path etc) - bonus points if they use the description having checked it on google and things have changed since the picture was taken...
Have you got legal insurance on your home insurance who could help you with wording a letter to them - or maybe trading standards could help - saying that they will only investigate with a letter from the police that the police won't give you is a vicious circle that means they will never have to investigate anything which should not be something they can get away with.
Also - if theyare relying on gps data - which they should be able to give you a time for, can you each get a signed statement from work/dentist/teacher at the school gate etc to say that you weren't at home at the time they say the parcel was delivered. Thus if they handed it to a person that person was an intruder and you / police need to investigate that so need all the details etc. And maybe if you push back on them and ask them to provide the information or hinder a police investigation (obviously hopefully it won't come to this!) they might take you more seriously.
I would also take to twitter and facebook and maybe contact or look on the money saving expert website to see if they can help or have more advice...
Is it worth trying Amazon again in case you eventually down to someone with a bit of common sense? It does sound like they are choosing not to be helpful.
It sounds like you've paid by bank or credit card, so hopefully they can help.
If you can face it, maybe CAB or those newspaper legal help people would be able to help.
They're being ridiculously unhelpful if they insist they have proof of delivery but won't provide any evidence of it.
I had a parcel delivered that contained 3 cheap items and one item worth £150. The parcel was delivered but it had been put in one of the book type cardboard wraps and the way the goods were in it, it was gaping at the sides and the expensive item was missing. I went on-line chat and they just immediately arranged for a replacement to be issued. I have no idea if it was stolen or dropped out. Had a parcel delivered from them the other day and they didn't want a signature at all .
I had a different dispute with Amazon and did get action taken by using their facebook page.
I'd definitely pursue this OP.
The latest legislation is the Consumer Rights Act 2015. I had a quick look on line but couldn't see anything covering a dispute about failed delivery. The advice is to speak to Citizens Advice.
Ive had this with amazon a few times now - they 'deliver' it and it stated 'signed for by resident' on the tracking info. Twice the items have just disappeared (or never been delivered) and twice we have found them in ridiculous places (we have a back porch perfectly safe for parcels). One we found literally in the middle of the grass in the front garden. The drivers seem to not care (or are so stressed and snowed under they just chuck it out as they drive by) - but they've always replaced the items for us (granted much less than £80!) - but the part that irks me is the lie that it's been signed for! Have you tried social media to complain? They're usually quite susceptible to a bit of pressure that way? Hope you get it sorted!
it'll probably turn up today, on the doorstep, not knock at the door no signature required.
I had a right hoohah with UPS the other day...numerous texts to tell me any number of things from non existent address, to delivery complete, to delivery to a neighbour, even a phone call to ask where I lived... I ended up collecting the parcel from a newsagent in town in the end!
But Amazon are a bit hopeless imo at delivering, and it really depends who is in charge of handing over the parcel. One of the DPD guys is fabulous, the Postie is good, but the rest of them are eejits mostly.
Hope you get this sorted OP.
If it's a small parcel and they sent it via Amazon Logistics, it may still arrive. I had a similar complaint with them (though only a cheap CD) - home all day but received an email confirming the item had been delivered. Contacted Amazon who insisted it had been delivered. The item turned up via Royal Mail three days later. Either it had been wrongly marked in the system as a Logistics delivery (and also wrongly marked as delivered), or the driver marked it as delivered as s/he chucked it in the postbox for RM to deal with instead.
There was a thread on a local FB page this week about Amazon deliveries and one delivery company in particular was mentioned. People were complaining that goods were being left on doorsteps in clear view and one person said that a brand new Kindle they'd ordered had just been left on their doorstep and not put in a less visible place (and certainly not signed for!). Which delivery company was responsible for your order? Seems to be becoming more common!
Amazon Logistics deliver without signature and have VERY tight schedule lists.
If it's carried by them the driver may have scanned it but be dropping it today.
Other carriers have electronic signature machines and should only leave in a safe place if by prior agreement.
The GPS is a bit because logistics and Dpd will often have a few deliveries close to the address.
Eugh, it's awful to hear that this happens so often! It makes me wonder how often this happens with small value items, and people just give up trying to fight with Amazon. To be honest, if this wasn't so expensive, I would give up at this point, but for £80 I need to try.
It is Amazon Logistics, and the tracking says signed for by resident. Even if it turns up at this point, I'm still not letting this drop, we've been lied to and made to feel like we're trying to scam them, which is totally not true! Not to mention the police time which has already been unnecessarily wasted on this.
My husband had an issue with them a few weeks ago when he ordered something for work. He works for a University which has two campus', and ordered an ipad to be delivered to the campus where he works. Amazon e-mailed to say it had been delivered to him and signed for etc, which it hadn't. He started a dispute with them and after a bit of backwards and forwards, they agreed to send another ipad, only for the original ipad to turn up the next day in the internal post, having been delivered to the other campus on the other side of the city! (Obviously he cancelled the second ipad!) I'm not sure why they believed him, but wont believe me?! I guess it may be because they were delivering his parcel to a large university and not an individual, so thought it was more trustworthy?
I think it may be time to resort to the powers of social media!
I had something similar once with Royal Mail, turned out the postie had signed on my behalf, left it in the shed and forgotten to leave a note.
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