Issue with missing purchase from Amazon - advice required.

Issue with missing purchase from Amazon - advice required.

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Discussion

shopper150

Original Poster:

1,576 posts

193 months

Saturday 20th August 2016
quotequote all
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?

bitchstewie

50,811 posts

209 months

Saturday 20th August 2016
quotequote all
Assuming they don't drop an £800 TV behind the bins, have you asked to see the proof of delivery?

pauljdh

188 posts

163 months

Saturday 20th August 2016
quotequote all
Fishy, Hermes won't send electronics of any type so not sure about them being asked to deliver a TV!
I wouldn't trust Hermes with a breeze block personally.

This surely must have been signed for?

Good luck

poing

8,743 posts

199 months

Saturday 20th August 2016
quotequote all
Ask for proof of delivery, what is it that they have to prove it?
Tell them you have CCTV to prove otherwise.
Ask to speak to someone higher and ideally by phone.

philv

3,912 posts

213 months

Saturday 20th August 2016
quotequote all
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..

Edited by philv on Saturday 20th August 14:44

ecsrobin

17,025 posts

164 months

Saturday 20th August 2016
quotequote all
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!!

This was happening on a daily basis and was quite shocking hearing how blatant the theft was.

shopper150

Original Poster:

1,576 posts

193 months

Saturday 20th August 2016
quotequote all
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.

philv

3,912 posts

213 months

Saturday 20th August 2016
quotequote all
I would speak to amex asap, ijust in case.

shopper150

Original Poster:

1,576 posts

193 months

Saturday 20th August 2016
quotequote all
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.

philv

3,912 posts

213 months

Saturday 20th August 2016
quotequote all
Take screen prints of tne tracking etc.
Keep proof etc.

shopper150

Original Poster:

1,576 posts

193 months

Saturday 20th August 2016
quotequote all
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..

Edited by philv on Saturday 20th August 14:44
It would be interesting to hear from people that have actually tried this with a car purchase.

GetCarter

29,358 posts

278 months

Saturday 20th August 2016
quotequote all
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.

maniac886

1,213 posts

169 months

Saturday 20th August 2016
quotequote all
OP try and email Amazon's Executive customer relations team at resolution-uk@amazon.co.uk, you may have more luck with them.

ecsrobin

17,025 posts

164 months

Saturday 20th August 2016
quotequote all
I forgot to add my boss had a to of the range canon SLR go walkies from Amazon 2 weeks ago, rather than sending a new one they just refunded him after a week.

shopper150

Original Poster:

1,576 posts

193 months

Saturday 20th August 2016
quotequote all
Just called them, got through to a cal centre in the Philipines, I think.
I told them I wanted to speak to someone based in the UK.
Promised a call back within 30 mins.
Will keep you guys posted.
I'm up for a bit of a challenge with them.

BlackST

9,079 posts

164 months

Saturday 20th August 2016
quotequote all
There was a time where ALOT of people were ordering from Amazon, signing for it then claiming it hadn't been delivered.
Amazon were paying out 100s by paying back the customer, so i'm kind of not surprised by their stance on it.

motco

15,919 posts

245 months

Saturday 20th August 2016
quotequote all
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)


Impasse

15,099 posts

240 months

Saturday 20th August 2016
quotequote all
It's basic consumer law surely? They haven't fulfilled their end of the contract so can either satisfy their obligation by supplying a TV or by refunding you.
Hermes, failed delivery, compensation schemes and other internal machinations do not come into it.

hairyben

8,516 posts

182 months

Saturday 20th August 2016
quotequote all
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

shopper150

Original Poster:

1,576 posts

193 months

Saturday 20th August 2016
quotequote all
It's been over 45 mins.
No call back.
Have emailed the executive email address given above.



Edited by shopper150 on Saturday 20th August 15:53