Order on Amazon never received, yet seller insists it has been signed for. I smell a rat??

[tigercametotea]

I'm not sure if I'm entitled for a refund. I ordered something off Amazon Marketplace on the 15th April 2012. It was for Wii remote in black and it comes with the Wii Party game.

A day later, I get an email from the seller saying :
"Hi, Thanks for your order for the wii party pack with a black controller.
This is just an email to say that we also have this with a white controller too, if you would prefer the edition that comes with the white controller then please email us before close of business today ( it will be posted today), and we can arrange for you to receive the bundle with white controller."

I did not reply to that email since I wanted to stick with the black Wii remote I ordered. I never wanted a white one anyway. And then on the 17th April I got a shipping update confirmation email from them saying :

"The following items were sold by and shipped from J & T Rapid trading on amazon.co.uk as Rapid-dvd in package 1 of this shipment:

1 of Wii Party with Wii Remote Controller - Black

Shipping Carrier: Royal Mail
Ship Date: April 17, 2012
Shipping Speed: Standard"

Up till today I've never received a thing. Since the delivery estimate was listed as 19th April to 23rd April, I figured I'd wait the max of 3 days from the 23rd April (as stipulated on Amazon's Buyer guarantee) before enquiring about it.

So today I sent an email to the seller asking where the package was. The seller said that they sent it by City Link instead and that the package had already been received and signed for by an "M Bryant" - that is someone I don't even know in my life! Neither is my family surname such, and none of my neighbours in my flat have such a surname either.

They then forwarded me a new shipping update confirmation today, after my enquiry, which now said :

"Rapid-dvd included the following items in package 1 of this shipment:

1 of Wii Party with Wii Remote Controller - Black

Shipping Carrier: City Link
Ship Date: April 17, 2012
Shipping Speed: Standard
Carrier Tracking ID: GW324559"

And they have not replied to me since... It's almost like, they don't care since they feel they have proof that it's been sent and signed for, even if it's not received by me!

What should I do about this? Am I still entitled to filing a claim through Amazon for a refund? I feel cheated. This thing costed me nearly 50 quid :( And my kids have been waiting all week for this. sigh

Dizzyday, that's odd. I did not order from Indigo starfish. I ordered from Rapid DVD. How come they Indigo Starfish has the same postcode as the M Bryant fella who signed for the package?

Sparkles, thanks for letting me know how selling on Amazon Marketplace works. Now I know the seller could be lying about packages being "defaulted to Royal Mail by Amazon". Unless they have some kind of different arrangement with Amazon from yours..?

Ambi, what can I do with the proof of delivery? I know it's not my signature on it.

I wonder if they didn't have any in stock and ordered one from the other company to send to you

did u try the tracking number n ParcelFarces site?

i had this happen, shipped by chinamail, last mile Parcelfarce - no card, no nothing. was at local post office all along. The house number wasn't clear so they just left at postcde depot.

I'd still like to have a copy to use for the ongoing dispute. If it's a large organisation as they claim, there might be a number of customer service people who will deal with your enquiry and you will be able to attach the proof to with all your communications, also to Amazon as you can prove you've not received it, they (the supplier via the courier) will have to prove you have - which you clearly haven't. You'll get there, if no joy you can definitely ask for a FOC replacement or refund as they will get reclaimed from shitty link (eventually - but that's not your problem)

Oh okay, I see, Ambi. I'll ask them for a proof of delivery then.. But have called Amazon earlier on. They say they will file a claim tomorrow for it. Will the company still send me this now?

Dizzy, I have no idea if that could have been the reason behind all this, though I feel that the company should have been upfront about it right from the start if they did not have stock and would have to order stock in somewhere else hence holding up delivery times...

I just got an email in from the seller now. It says that the Jersey address JE2 7QN is their address, and that they are asking City Link to investigate. I did send a message back asking if they could send me a copy of proof of delivery with signature... Now if this is all going on, should I ask Amazon to hold their horses and not proceed with the Claim until the seller and I have tried to resolve this first? Or can it be done at the same time as allowing the Claim to go through?

Do you have any neighbours called Bryant, who have signed for it and took it in and are assuming you've had a card through your door?

No lil... No neighbour named Bryant. I live in a flat of 9 apartments... I know all my neighbours...

Seller just replied to my request for a copy of the proof of del. and signature. They say they have escalated this issue with the courier and will get back to me once they've heard back, and thanked me for my patience... Hmmm... So do I wait for them and put the claim on hold now? Or just let the claim go through?

Let the claim go through, you can always sort it out later. IMHO Amazon very good for customer service, I am pretty sure they will make sure you get a refund if the item is lost.

I have used Amazon far too many times regularly and only once not had an item arrive - I got a refund and then the item arrived. Being honest, I let them know and they gave me a postage paid thing to return the item with.

is it at city links local depot?

www.city-link.co.uk/our-locations/listing.html

Well I got an email from seller now saying they have sent a replacement and that I should get it from Citylink TODAY. They actually capped the letters for "today" hence I put it as such.

So I shall be awaiting it... Though what a drag... I could have been out today from early morning but cancelled last minute due to weather.. And imagine if I missed this replacement delivery.... ?

I just called Amazon and the cs rep said she doesnt advice cancelling the claim now as once its cancelled, if the replacement doesnt arrive, I would not be allowed to open another claim for this. So I will have to call Amazon if replacement comes to cancel the claim. Thanks for all your advice! Has been very helpful to me :)