Issue with missing purchase from Amazon - advice required.
Discussion
I purchased a television form Amazon.co.uk (sold and dispatched by Amazon) earlier this week. Value approx £800.
It was supposed to be delivered on Tuesday. No deliver showed up.
Tracking states it was delivered by Hermes at 17:42 on Tuesday.
I contacted Amazon who said they would investigate and it could take up to 6 days to investigate.
Today they sent me an email to say that they have completed their investigation and based on their investigation the item was delivered and therefore they cannot do anything further.
They have advised me to contact the police if I believe the item has been stolen.
I have CCTV that clearly shows no delivery at and around the time in question.
Can anyone advise how I should proceed?
It was supposed to be delivered on Tuesday. No deliver showed up.
Tracking states it was delivered by Hermes at 17:42 on Tuesday.
I contacted Amazon who said they would investigate and it could take up to 6 days to investigate.
Today they sent me an email to say that they have completed their investigation and based on their investigation the item was delivered and therefore they cannot do anything further.
They have advised me to contact the police if I believe the item has been stolen.
I have CCTV that clearly shows no delivery at and around the time in question.
Can anyone advise how I should proceed?
If you paid by credit catd and it was an item sold by amazon itself (not a third party), tnen section 75 is very good if you have problems with Amazon.
If they cannot prove you received it,mtne credit card company will speak to them.
If Amazon are uncooperative, tne credit card company will be liable.
Always use credit card (at least £100 deposit).
Even on car purchases.
Buy Amazon sold items on Amazon, rather than third party sold items on Amazon.
As an aside, consumer law when buying cars is such that, if something goes wrong in tne first 6 months, rne car dealer has to prove it wasn't tnere when you bought it.
After 6 months, you have to prove it was there.
So make £100 deposit at least with ccredit catd.
Then when tne dealer refuses, as no doubt they will, you use section 75 with your credit card company and tney will be jointly liable, and can't wiggle out of it..
If they cannot prove you received it,mtne credit card company will speak to them.
If Amazon are uncooperative, tne credit card company will be liable.
Always use credit card (at least £100 deposit).
Even on car purchases.
Buy Amazon sold items on Amazon, rather than third party sold items on Amazon.
As an aside, consumer law when buying cars is such that, if something goes wrong in tne first 6 months, rne car dealer has to prove it wasn't tnere when you bought it.
After 6 months, you have to prove it was there.
So make £100 deposit at least with ccredit catd.
Then when tne dealer refuses, as no doubt they will, you use section 75 with your credit card company and tney will be jointly liable, and can't wiggle out of it..
Edited by philv on Saturday 20th August 14:44
shopper150 said:
I purchased a television form Amazon.co.uk (sold and dispatched by Amazon) earlier this week. Value approx £800.
It was supposed to be delivered on Tuesday. No deliver showed up.
Tracking states it was delivered by Hermes at 17:42 on Tuesday.
I contacted Amazon who said they would investigate and it could take up to 6 days to investigate.
Today they sent me an email to say that they have completed their investigation and based on their investigation the item was delivered and therefore they cannot do anything further.
They have advised me to contact the police if I believe the item has been stolen.
I have CCTV that clearly shows no delivery at and around the time in question.
Can anyone advise how I should proceed?
A friends wife used to work for Amazon. The drivers would often not even get to the end of the road at the depot before unloading anything of value into a friends car. The punishment for theft from Amazon? Dismissal with no police investigation or recovery of funds!! It was supposed to be delivered on Tuesday. No deliver showed up.
Tracking states it was delivered by Hermes at 17:42 on Tuesday.
I contacted Amazon who said they would investigate and it could take up to 6 days to investigate.
Today they sent me an email to say that they have completed their investigation and based on their investigation the item was delivered and therefore they cannot do anything further.
They have advised me to contact the police if I believe the item has been stolen.
I have CCTV that clearly shows no delivery at and around the time in question.
Can anyone advise how I should proceed?
This was happening on a daily basis and was quite shocking hearing how blatant the theft was.
I've checked Hermes website - it says TV's are excluded from compensation, but it doesn't state that its a prohibited item.
I'm quite surprised by the way Amazon have handled this so far, and it's annoyed me quite a bit as I was under the impression that they have excellent customer service. Just does to show that if something goes wrong with a high value item, their service is obviously different.
I will pursue it with my card company (Amex Charge Card), but I think I want to escalate this with Amazon just to see how they react.
I'm quite surprised by the way Amazon have handled this so far, and it's annoyed me quite a bit as I was under the impression that they have excellent customer service. Just does to show that if something goes wrong with a high value item, their service is obviously different.
I will pursue it with my card company (Amex Charge Card), but I think I want to escalate this with Amazon just to see how they react.
ecsrobin said:
A friends wife used to work for Amazon. The drivers would often not even get to the end of the road at the depot before unloading anything of value into a friends car. The punishment for theft from Amazon? Dismissal with no police investigation or recovery of funds!!
This was happening on a daily basis and was quite shocking hearing how blatant the theft was.
Hmmm. Funnily enough the tracking on Amazon's site says it was delivered in a different town. And the tracking number given is not valid on the Hermes website.This was happening on a daily basis and was quite shocking hearing how blatant the theft was.
philv said:
As an aside, consumer law when buying cars is such that, if something goes wrong in tne first 6 months, rne car dealer has to prove it wasn't tnere when you bought it.
After 6 months, you have to prove it was there.
So make £100 deposit at least with ccredit catd.
Then when tne dealer refuses, as no doubt they will, you use section 75 with your credit card company and tney will be jointly liable, and can't wiggle out of it..
It would be interesting to hear from people that have actually tried this with a car purchase.After 6 months, you have to prove it was there.
So make £100 deposit at least with ccredit catd.
Then when tne dealer refuses, as no doubt they will, you use section 75 with your credit card company and tney will be jointly liable, and can't wiggle out of it..
Edited by philv on Saturday 20th August 14:44
shopper150 said:
Hmmm. Funnily enough the tracking on Amazon's site says it was delivered in a different town.
You have them by the nuts. As stated, speak to supervisors, not monkeys.Same thing happened to me a few years back with a computer. The driver (named Rob!) ended up in prison. I simply asked them to ask him what colour my front door was. He said brown and it was red. They then investigated properly.
This is an Amazon delivery being made. The doors he's looking through are my dining room, and the door to the left of the picture is the actual front door complete with door bell. I was home and know for sure he didn't make any attempt to ring the bell nor alert us to the parcel. However this is a good experience - in the past I've had couriers reporting that I was not at home when I have footage to prove they never even called.
This is DHL delivering a car battery - note the instructions on the box... (not Amazon)
This is DHL delivering a car battery - note the instructions on the box... (not Amazon)
shopper150 said:
I'm quite surprised by the way Amazon have handled this so far, and it's annoyed me quite a bit as I was under the impression that they have excellent customer service.
They really dont. Used to spend several k/yr untill they decided to fool us around on a faulty wedding list item, denying theyd sold the item and insisting we had to produce a receipt to prove it. Slightly bamboozled they decided to fight over what would have been to them a paltry bit of return postage rather than keep a long term good customer happy but hey, what do I know.Id just raise a dispute with the card co
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