Amazon nightmare

[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?

I had a mobile phone substituted for a bottle of pine fresh disinfectant!

@GoingBacktoSchool123

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.

Are you SURE it wasn't a 3rd party seller? Sellers like myself send all our stock into Amazon and they distribute it for us, and it's so easy to stick the wrong label on things when you've got 1,000s of products a month to get sent in. Sometimes Amazon just don't check themselves.

Is there any kind of barcode sticker on the items that you could show me?

Sometimes when you click 'buy now', a third party FBA (fulfilled by Amazon) seller will hold the 'buy box', meaning you don't really know you're not buying from 'Amazon', as it's still coming from their warehouse. Mistakes can happen, and if you can show them an incorrect seller barcode you should get an easier refund.

Get a crime reference number and call back if you were trying to scam them you would be less likely to do this. Could work in your favour.

Plaster it on social media

It was definitely not a third party seller.

I have tweeted them and linked to thus thread but I have no followers so I expect they won’t care.

I will lodge a police report online thus afternoon but what a complete waste of police time.

You are all scaring me now I've order a switch Oled which out for delivery this afternoon! I've been sent an one time passcode to give to the driver to receive my delivery. I'm wondering should I get the driver to open the package to confirm what's in it before I give them the code? Would that be my best bet? I'm worried if I give them the code and I have a book or something instead I won't be able to make a claim at all

@GoingBacktoSchool123 I'm afraid I don't have any advice, but what a nightmare for you! I really hope you get it sorted soon.

I'd try the chargeback route tbh, it might be quicker. How bloody annoying though.

This thread does not encourage me to buy expensive things off Amazon. Will stick to click and collect or in store from now on.

Yes I buy electrical things from John Lewis and get them delivered to Waitrose rather than home in case they go missing, if it doesn't arrive at the shop then it's not my problem.

Another reason to hate amazon.

This is making me really glad I recently cancelled an iPad order and bought from John Lewis! I’ve heard stories like this before but I assumed Amazon sorted it out.

I don't think it's limited to Amazon.

@SoupDragon

I don't think it's limited to Amazon.

I don't either, people have the same problems with other companies, its just that Amazon is bigger so it is more widespread. it's a bit like scams at the bank, thieving types are just using more and more difference ways to scam out of money or goods, Amazon is acting rather like the banks by putting this OTP for the delivery and then blaming the customer for the loss, banks have been doing similar for years with money scams. Deliveries will just get held up going forward while people check goods at the doorstep

@bunnytheegghunter

You are all scaring me now I've order a switch Oled which out for delivery this afternoon! I've been sent an one time passcode to give to the driver to receive my delivery. I'm wondering should I get the driver to open the package to confirm what's in it before I give them the code? Would that be my best bet? I'm worried if I give them the code and I have a book or something instead I won't be able to make a claim at all

If it hasn't turned up yet, I would definitely try to open it before you sign for it - or go and stand against the driver's door so he can't leave until you know it's what you paid for and it's in there!

Police report submitted and chargeback with Amex in progress.

@ThumbWitchesAbroad it's just arrived I made the driver open it before I would give the code and it was what I ordered! He even opened the actual switch to prove it was in the box 🙈 bet he will love telling people about the paranoid woman he delivered to today 🤣

Ha! Glad you got what you ordered safely though - sounds like you can't be too careful these days. And in all honesty, if HE is an honest man, then he's probably relieved that it's all how it should be!

He'll probably still have a good laugh over it later though - but worth it!

@GoingBacktoSchool123

Police report submitted and chargeback with Amex in progress.

Good - hope that works out for you, @GoingBacktoSchool123 - I still can't believe Amazon think this is in ANY way ok!

I ordered an Apple Watch from Amazon last week. I was given the code for the delivery as well.
When it arrived I filmed myself opening it just got proof should I need it.
All was ok, but if you are ordering expensive stuff like that its always worth filming yourself opening the box.

My son had this- ordered a Roomba vacuum cleaner worth £400. Ended up with a fleece throw. Reported it to Amazon, ordered another,son tracked it in his phone. Showed it was 1 stop away so he went to wait for it ( he lives in a 3rd floor flat)....and it never turned up.Was showing as delivered though so they think the driver had it!
He hadn't been reimbursed for the first one so was now £800 out of pocket. Complained massively to Amazon, who actually investigated and the driver got sacked! My son ended up buying direct from the company!

Did you tell them about the second lot of tape? You’ve not posted any pics of that. This is surely how the swap happened

I’d ordered some hair dye from Amazon. When it arrived there was a second lot of tape. I reckon they thought it some fancy gadget to rob, had a look and thought it not worth bothering

When my PS5 was delivered the driver knew what was in the box, I had to show ID and he checked the tape with me on the doorstep

Sorry I've not read the full thread but this is outrageous!! How can they possibly consider this an appropriate conclusion to their 'investigation'?