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AIBU?

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Original poster

Amazon nightmare

254 replies

GoingBacktoSchool123 · 08/10/2021 22:39

I ordered a Microsoft Surface Pro tablet and keyboard from Amazon costing just under £1k.

It supposedly arrived today. Any guesses as to what was actually in the box?

I have made a report to Amazon assuming they would put the issue right and they say that because the package was delivered to my address they consider the item to have been delivered and will not refund or replace the item.

AIBU to this this is totally unacceptable?

OP posts:
SoupDragon · 09/10/2021 09:24

So, that's not a returned item, it's been switched at some point in the delivery process.

SunShinesBrightly · 09/10/2021 09:25

That looks like someone’s legitimate order.
Address Labels have been switched when being packed?

Original poster
GoingBacktoSchool123 · 09/10/2021 09:29

Item was bought direct from Amazon not a third party seller.

I've looked at tweeting them but can't work out how to do it. Is anyone able to do it for me please?

I have called Amazon three times:
Call one asked me to send photos to allow for investigation by a specialist team which I did but the call got cut off.
Call two told me she had ordered replacement items for delivery on Monday but I got suspicious when I never received the order confirmation.
Call three told me it would require investigation by a specialist team who would contact me within 48 hours.

I then received an email asking me to send photos which I did.

Then an email saying:

We have fully investigated this matter, including with the delivery carrier who delivered the package. Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular, we have considered information from our records, as follows which indicate the item as delivered:

  • the timed geocode stamp of the delivery location;
  • information collected at the point of delivery; and
  • the package weight and reported condition upon delivery.

Accordingly, based on our investigations, we won’t be able to provide a replacement or refund for this order at this time. If you think that someone has intercepted your item without your permission, this is a crime, and we recommend that you contact your local authorities if necessary in order to pursue this matter further.

OP posts:
SoupDragon · 09/10/2021 09:33

Have you tried the online chat facility instead?

Can you take a photo with the item on scales to show the weight of the switched items matches. Also, "and reported condition upon delivery." who reported the condition? Have you sent photos of the tape you menti9ned earlier?

GoodForTheSoul · 09/10/2021 09:35

We've returned many things to Amazon, most recently when they've sent the wrong thing. Never any issues, we post it back and the money follows a few days later.

Waitwhat23 · 09/10/2021 09:35

From experience, Amazon's 'specialist' team are absolutely useless. I had to make myself a thorn in their side and insist that my issue be sent up the chain for weeks until they actually did something about it. Do the 'chat' option and keep screenshots for proof because they will deny everything. Report to your bank's fraud team and tell Amazon you have done so.

EffOrf · 09/10/2021 09:38

Has it got the lithium battery label on the box as then you could tell if the packaging originally was for a laptop or sheets.

underneaththeash · 09/10/2021 09:38

You need to contact them and say that they are bound by UK consumer law and the responsibility to ensure that goods are delivered correctly is completely theirs.

They let them know that you're going to do a chargeback and they'll back down.

Scandimandy · 09/10/2021 09:38

From the opposite direction, i work for a small creative business where we create personalised gifts. In the past we have been accused of sending a bag of flour to one customer and an olive picker to another. Obviously we didn’t but someone had tampered with the parcels after they left us… we did have to replace both orders…

WhatMattersMost · 09/10/2021 09:40

@GoingBacktoSchool123

I ordered a Microsoft Surface Pro tablet and keyboard from Amazon costing just under £1k.

It supposedly arrived today. Any guesses as to what was actually in the box?

I have made a report to Amazon assuming they would put the issue right and they say that because the package was delivered to my address they consider the item to have been delivered and will not refund or replace the item.

AIBU to this this is totally unacceptable?

It happened to us too. We ordered an ipad and keyboard, and received a tin of tomatoes and some Weetabix. Security tape was still on the box when it was delivered. We were refunded fully after a short investigation.
MissPeregrine · 09/10/2021 09:58

This is awful, OP!

I’ve also learned a lot reading this thread! So many scammers out there, returning items of the same weight! Surely the returned boxed items are checked though, not just put back on the shelf?!

Tbh, I’ve always had excellent service from Amazon and a couple of third party sellers, one I had to return a gaming desk to as I’d measured the area it would fit incorrectly, all refunded.

Hope you get this sorted, OP. You have to follow Amazon on Twitter then you can message them or tweet, include photos of your lovely polyester bedding.

ApolloandDaphne · 09/10/2021 10:24

We had a Garmin delivered for Amazon and the box was empty. They replaced it without a quibble.

Go to the police and report it as a theft and get a crime log number then get back to Amazon and say you have reported it as stolen. See what they say?

CaptainMarvelDanvers · 09/10/2021 10:32

I bought a MacBook last year, I was tracking the driver throughout the day. He said he delivered it, (he didn’t). There is a place with a similar address to mine so I sent someone straight away to see if it was delivered there instead. While they were doing that I was on the phone to delivery company, they basically said it’s not their problem and the driver can’t and won’t go back. The MacBook wasn’t at this other address. So I phoned delivery company again, they said it was delivered and yet again it’s not their issue.

So I phoned Apple, and they were amazing. They told me the comments that the delivery company gave were wrong, they said they would deal with them on my behalf. They said they would also investigate what had happened to the parcel etc.

Basically the driver had stolen it....thank god for Apple customer service because from the way the delivery company were going on - there was nothing that could be done about.

Phobiaphobic · 09/10/2021 10:52

Have you tried opening an A-Z claim with Amazon?

icedcoffees · 09/10/2021 10:58

@Bungalowdown

Ah, sorry, just saw your latest post. That's ridiculous! You need to ring customer service and give them the bitching of a lifetime.
Why would you do that? It's not the Customer Service person's fault this has happened.

Honestly - why do people think it's acceptable to treat people like shit just because something's gone wrong?

lockdownmadnessdotcom · 09/10/2021 11:00

@GoingBacktoSchool123

In the box was a pink duvet cover and pillowcase set and two bedsheets one blue, one white. Polyester not Egyptian cotton.
As others have said, it's a straightforward breach of contract. You ordered a laptop and keyboard, you received bedding instead. How can they possibly think they are not liable in this context?

If you don't have any joy write to the consumer pages of someone like the Times. It's funny how the computer says no attitude evaporates when the papers are involved (in the vast majority of cases, anyway).

lockdownmadnessdotcom · 09/10/2021 11:01

When I read the title I thought you were going to have the same issue my son had this week. He ordered a new laptop to his student accommodation and Amazon have introduced a system where they send you a one time code to give to the driver for high value items. Of course that doesn't really work when the parcels are delivered to college/hall of residence reception unless you know in advance and can let them have the code. Fortunately he got it in the end.

lockdownmadnessdotcom · 09/10/2021 11:04

This may help formulate a strong-worded response back to them:

www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

onemouseplace · 09/10/2021 11:18

I had a similar thing when I ordered an iphone from Carphone Warehouse delivered by Yodel. I opened it and got a different, much cheaper, secondhand phone instead.

Carphone Warehouse were awful to deal with and I will never use them again - their initial position was that I must be lying and it was a total nightmare to get the right phone sent out - I even had to send back the wrong phone that someone must have switched special delivery to them at my own expense.

Tomnooktoldmeto · 09/10/2021 11:20

I had this when the play station 5 came out, tracked the delivery all day and watched him turn into our road, he drove past our house and parked across the street at a neighbours house

Driver came to the door where I was stood and asked me to sign for a parcel for the neighbour as they were out, now I’m normally first on the street for delivery and had already read about stolen Ps5 deliveries on here that day so I was suspicious

I asked him where my parcel was, he tried to say he didn’t have a delivery for me, I showed him my phone and pointed out he was being recorded by my door bell, he then said oh I’ll just go and check again

Funnily enough he brought my parcel back, didn’t ask for my signature and left nothing at the neighbours house

I assume he hoped to get my signature for delivery and my PS5 but mumsnet had forewarned me of this cheekyfuckery

EffOrf · 09/10/2021 11:29

Did you have to give a one time password for delivery, this seems to be a recent thing for high price items and Amazon then say they won't refund as you had your delivery as you used the password. All of this is putting me off using Amazon for high price things and just using it for things under about £100.

Original poster
GoingBacktoSchool123 · 09/10/2021 11:44

Yes I had the one-time password. Amazon seems to think that provided them with a get-out but proof of delivery clearly isn’t proof of what’s in the box.

OP posts:
TarpaulinEyes · 09/10/2021 11:47

I had a package delivered last year which I assumed was for me as was expecting something from Amazon. Nope, opened it and found a rather nice camera lens. Found the package had been delivered to the wrong address. I had no idea where the correct house was but went straight out and searched until I found the owner to explain what had happened. I was mortified to have opened their package and no way would I have kept the contents.

EffOrf · 09/10/2021 11:53

No it just proves a box was delivered to you, not what is inside, there are a couple of people on Reddit this had happened to who have used the password. Most people on here that got refunds easily were probably before this OTP thing which has only been going for a few months.

forinborin · 09/10/2021 11:59

I had a delivery of a laptop put in my recycling bin as a "safe place", and marked as such. I have never specified the recycling bin as a "safe place". I was (unusually) at home, so retrieved it immediately after receiving a text message about it being left there. And guess what, 20 mins later a guy on a scooter came and opened the bin.