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 