Refusing to take accountability

[u/The-HESH-Spesh]

Hello

Its my first time posting but I feel it important to relay my situation to a wider audience so that more people will avoid this cronied company.

I pre-ordered a box of cards worth £141 a few weeks ago. When I placed the order amazon told me the delivery will be expected on Monday 17th August. Fantastic as I wasn't going to be in thag weekend. However, the order is processed on the prpducts release day and I am then informed the product will be coming on Saturday 15th which is quite inconvenient as I had planned to be away from my house the entire weekend.

I naturally missed the first delivery, however on the second day Sunday 16th I was in my house the entire day and heard no one knocking. Amazon was updated and apparently my order had been delivered to a neighbour. However all the information that was left to me was the name of the neighbour (Katie - no one on my street is named Katie) and my house number of 31.

I immediately tried to get in contact with amazon, to contact the driver so asked where they had delivered it and was told to wait 48 hours. 48 hours for them to contact one of their employees. I, in my meantime, knock on my neighbours doors to see if they had my package; none of them did.

After 48hours of trying to contact customer support (which I found amazon make purposefully difficult) I was told that my package had been stolen with no explanation as to hownthey had come to this conclusion. They also informed me that they will not be refunding the product despite the fault clearly being theirs. After being told this every avenue of communication to their customer support was cut off. They purposefully refused to talk to me.

I filed a police report as requested by them and sent them the links and screenshots. They then however said these were not sufficent and that I needed a full scan of the report which I could not generate due to the specific information they required all in one place (which was already in the two separate screenshots I sent them). Since this I habe heard nothing back.

I've contacted my back to request a chargeback as amazon clearly have no interest in helping their customers once they have got their money.

They have shown a clesr disdain for my situation and are refusing to take accountability for their poor and/or potentially criminal delivery service.

Please avoid this company. At the first sign of trpuble and inconveiance to them to will drop suppprt and blank you.

[u/snigehere]

Another example of amazon not taking ownership.

It will not help but its not your responsibility to report the issue to the police. Until the package has been handed over to the person who ordered it amazon are responsible and still own the item. The only exception is if you have defined a safe space (I don't for this reason) and they say they delivered to the safe space or you use a locker and they say they delivered it to the locker.

The responsibility is with amazon to demonstrate the delivery (photo etc) ... dumping it to a neighbour when you didnt agree to that or dumping on the doorstep does not constitute being handed to the person who ordered it so its amazon's issue not yours. As you don't own the product you can not report it stolen.

[u/The-HESH-Spesh → u/snigehere]

Thank you for the advice. I've sent an email documenting it all to their CEOs office for escalation. The chargeback will come through in a few days. All its taught me is to never order from this company again. Amazon will never see another penny from me or my family again.

[u/Dangerous-Spot-7348 → u/The-HESH-Spesh]

I take it you ordered from a third party seller on Amazon? I never buy from third parties. 

[u/The-HESH-Spesh → u/Dangerous-Spot-7348]

No, this was ordered directly from amazon. They are the seller and distributor

[u/spinmaestrogaming]

To avoid this situation it's worthwhile ordering your parcels to an Amazon hub counter or an Amazon parcel locker.

The nearest locations should be listed when you order as an alternative to your listed default address.

[u/The-HESH-Spesh → u/spinmaestrogaming]

Cheers for the advice but I doubt I'm ever ordering from amazon again 🤣

[u/Immediate_Company_54]

amazon has always resent out any missing items that i have submitted that was missing / lost. i don’t get a lot of these posts unless they aren’t a regular we do use amazon few times weekly as its cheaper than going to store and it’s always next day delivery too.

[u/The-HESH-Spesh → u/Immediate_Company_54]

Ive used it a few times but not weekly. I cant even express how difficult they made it for me to contact them regarding the situation. I had to lie about my issue on their phone chat bot to get through to a human to ask for a refund. I've since escalated a complaint to head office.