Amazon insisting on a crime report?!

[mayoketchupchocolate]

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?

Many thanks

Agh. Coincidentally I'm tracking a package from the USA via UPS and it now says it was delivered at 10.49am by my 'local Post Office' There's no sign of it and we always know when someone approaches the house because of the alarm on the front gate. Besides, our post never comes in the morning unless it's a by a 1pm signed for special delivery and even then they cut it fine.

Off on a tangent.

Have you had cause to return a few items and lost more than this parcel?

Amazon use a computer algorithm to flag up suspicious accounts. If this has triggered a flag it may be why they are being dicks.

which is a pretty empty threat as we don't have the finances to take Amazon to small claims court!

Really? For a claim of £80 the fee would be £25 if you file online. You can add that to your claim. You will not be liable for their legal costs no matter what the outcome. You don't need a solicitor for this. Indeed, you should not use a solicitor as you would not be able to reclaim your legal costs from Amazon.

legotits- Ah, that's interesting! We had an incident a few weeks ago that I mentioned upthread, but it was from the same amazon account, just a different delivery address, so maybe that's what's causing the issue? Although it was conclusively proved that Amazon were at fault there!

prh47- That is good to know! I haven't had any dealings with small claims court before, I just assumed that it would involve solicitors and be an expensive process that we wouldn't win because it's the small man against almighty Amazon! Good to know that it isn't like that- £25 I can afford, £2500 (which is the sort of figure I had in my head) I cannot!

Sounds like your account has been flagged for suspected fraud, which is why they didnt just replace like they normally do- how many refunds/replacements in the last 12 months have you had?

Have you spoken to a real life person on the phone?

Just read the ipad bit, I would guess the computer has thrown this up.

Normally calling is the fastest route and that way you know a person is looking rather than a computer flag.

Amazon use Geo codes to prove deliver- a signature is not required but can be captured but they have started taking photos of the front door as proof.

This is an effort to stop the scammers.

They also weigh expensive items when shipping to prevent empty box scams.

I believe there is a website dedicated to how to scam amazon sothey have put in steps finally but it appears you have been caught in the cracks.

The next option before small claims is asking your bank to do a charge back of the transaction.

If you paid by credit card contact the card provider and log it as a disputed payment. They will refund you.

Oops posted too soon. tell Amazon you have done this or are about to and they may approach it differently.

This might be a silly question but have you checked hedges, sheds, bins etc to see if it has been left

My parents recently heard a car door close at around 9pm and looked out to see a man walking away from their door and get back into the car. Dad opened the door when he'd gone and there was an Amazon parcel on the doorstep, in full view of passing pedestrians. They've had milk taken from there on numerous occasions in the past so a parcel wouldn't last long.

It was for someone on their (very long) road, about a mile away, and the number was nothing like their house number. Dad walked down to the right address the following day and the person had obviously had the message that the item had been delivered and signed for. It was an iPad.

They havent delivered it to the University have they?

Have you spoken to a real life person on the phone?

It's very difficult to get a UK person on the call. I've had India and the Caribbean, both equally awful.

WankersHacksandThieves

Bit xenophobic no?

Most of Amazon.co.uk staff is based in Cork in their head office.

We've not had any refunds or disputes before, except for the ipad issue which was about 4 weeks ago.

I didn't want to speak to anyone on the phone because then I'd have no record of what was said etc- whereas the live chat gives you the option to have a transcript sent to you, which I figured may be useful.

I understand them trying to prevent fraud, and that's great, but very frustrating in this case because I am not trying to commit fraud, I just want my delivery!

I didn't pay by credit card unfortunately- wish I had now!

We checked everywhere, but there is no sign of the package. It is bad that you have to do this though, if they've left it on the doorstep then they should admit that, not just pretend that they've handed it to the resident!

Well they've said that it has been delivered to our home address, but that's not to say that it hasn't actually been delivered to the university! Although DH is at work today and no sign of it yet, so I don't think so.

They need to show you the evidence of the signer on delivery obviously. I second pp suggestions that you need to make a chargeback claim on your debit card - you will get your money back and then your card company will pursue Amazon.

The other thing you can do if you want to get Amazon's attention is put a very poor review of the product on the site - along the lines of I cant review this product because Amazon didnt deliever it and then refused to re-send/refund. This may get you escalated up the customer service chain.

I have to say though that I am a heavy Amazon user, and whenever I've had problems of this kind (which admittedly I hardly ever do now that I use a locker for delivery), I have found them instantly helpful and happy to resolve stratight away, it does seem they may have some issue with your account, rightly or wrongly.

I'd try phoning them and speaking to someone. OK you won't have a record of it but you might get somewhere I've found love chat awful in the past whereas their phone customer services has been excellent

I saw a thread on Hot UK Deals about someone buying a laptop which Amazon said it had been deliverered, but hadn't been recieved and again Amazon asking for a police crime reference number. Surely the police have enough to do without being involved in missing Amazon deliveries?

I wouldn't let this drop OP - hope you manage to get this sorted.

Chargebacks are accessible on any Visa/Mastercard card purchase - doesnt have to be a credit card...

Did you pay by debit card? Was it visa? I think I was once told that the bank can help if it was.

Start collecting evidence for the small claims court.
Ask Amazon for a letter confirming the results of their investigation and the closure of the case.
Also ask for a receipt.
Ask your bank to confirm payment - a statement should do.
Ask who you should put down as the respondent for the small claims court - Amazon Uk etc. Which address??

You'll need this info anyway and it might prompt the person you are speaking to into considering again whether they want to make things right.

On the other hand, you may find that they decide to close your account.

It costs much more for a business to have a phone call rather than a live chat (as they do about 4-6 live chats at once). So, if i were amazon, i;d put my best customer service people on the phones.

Bit xenophobic no?

Not really, I am basing it entirely on experience I've had both in my personal and professional life. I find Indian people in the main, lovely generous, articulate and intelligent people. However in these types of roles they will not deviate from what it says they have to say on the page - regardless of whether that makes sense or not. They are probably not given any leeway anyway.

That is my only encounter with staff in the Caribbean - it wasn't good. I've been lied to by staff in South Africa too (a different company).

I'm not saying I haven't had shit service in the UK and good service from offshore, but statistically when you get an off shore call centre, your chances of a decent service are less than 50/50 imo.

I would just have the payment reversed by your bank. Why should you have to do all the chasing when it is their delivery driver who has either lied about who the parcel was left with, or hasn't delivered it at all?

But a photo of a front door or a geo tag location is surely no proof that the item was delivered.

A dishonest driver could have driven to the house but kept the item. A lazy driver could leave it on the doorstep and it be stolen.

I had a box of Ugg Boots left on my doorstep on a busy high street for five hours before I got home. Couldn't believe they were still there....maybe nobody likes ugg boots actually!