Issue with missing purchase from Amazon - advice required.

[shopper150]

This is getting even more ridiculous.
I had a call from management saying that they do not have any further information.
The lady said she cannot provide me with proof of delivery without a copy of my passport! I asked her to email me that. And she has! See below:

This is Sarah from the management team at Amazon.co.uk.

We would be happy to provide you with the Personal Data that we hold about you in accordance with Amazon’s data protection obligations. As set out in our privacy notice www.amazon.co.uk/privacy, any personal information provided to or gathered by Amazon is controlled by Amazon Europe Core SARL, Amazon EU SARL, Amazon Services Europe SARL and Amazon Media EU SARL the data controllers, all at 5 Rue Plaetis L-2338, Luxembourg. Amazon UK Services Ltd of 60 Holborn Viaduct, London, EC1A 2FD, United Kingdom, acts as data processor on behalf of the data controllers.

Before we start gathering the information, so as to protect our customers’ data, we are required to confirm your identity. Therefore, in order for us to disclose the data securely, you will need to send the following; a) A copy of your passport AND b) A utility bill from the last three months which displays a delivery or billing address on your Amazon account OR c) A copy of your driving licence. If your driving licence does not display a delivery or billing address on your Amazon account, then also send a utility bill which does.

Should you send us the photo identification by email, your email address must also be associated with the account.

Please send these documents by email [e-mail] or post to:

Amazon EU SARL,
C/O Amazon.co.uk Ltd - Legal Department,
60 Holborn Viaduct,
London,
England,
EC1A 2FD

We will then respond with the information we hold as soon as possible. Please contact us by e-mail if you have not received a response from us within 30 days from providing us with your proof of identity and address.

I hope this helps. We look forward to seeing you again soon.

Warmest regards,


Sarah
Amazon.co.uk
Your feedback is helping us build Earth's Most Customer-Centric Company.

[egor110]

Amazon have now started nationwide delivering there own parcels so expect more of this as you can bet there drivers are going to be earning bugger all.

Going to be interesting christmas time how they cope.

[Pachydermus]

Have you tried the online chat? I've found those guys to be really helpful - I've had a missing item replaced (although only around £10) and a faulty item returned without any argument.

[GetCarter]

...also they HATE looking bad on social media. If you are on twitter etc.. ask them (@amazon) why they are doing what they are doing. They employ people just to smooth the waters on such websites and may well get you a swift result.

I had a big spat with BMW in 2001 and it was getting it into Autocar that made BMW cave in and pay me what they owed.

[poing]

shopper150 said:

This is getting even more ridiculous.
I had a call from management saying that they do not have any further information.
The lady said she cannot provide me with proof of delivery without a copy of my passport! I asked her to email me that. And she has! See below:

This is Sarah from the management team at Amazon.co.uk.

We would be happy to provide you with the Personal Data that we hold about you in accordance with Amazon’s data protection obligations. As set out in our privacy notice www.amazon.co.uk/privacy, any personal information provided to or gathered by Amazon is controlled by Amazon Europe Core SARL, Amazon EU SARL, Amazon Services Europe SARL and Amazon Media EU SARL the data controllers, all at 5 Rue Plaetis L-2338, Luxembourg. Amazon UK Services Ltd of 60 Holborn Viaduct, London, EC1A 2FD, United Kingdom, acts as data processor on behalf of the data controllers.

Before we start gathering the information, so as to protect our customers’ data, we are required to confirm your identity. Therefore, in order for us to disclose the data securely, you will need to send the following; a) A copy of your passport AND b) A utility bill from the last three months which displays a delivery or billing address on your Amazon account OR c) A copy of your driving licence. If your driving licence does not display a delivery or billing address on your Amazon account, then also send a utility bill which does.

Should you send us the photo identification by email, your email address must also be associated with the account.

Please send these documents by email [e-mail] or post to:

Amazon EU SARL,
C/O Amazon.co.uk Ltd - Legal Department,
60 Holborn Viaduct,
London,
England,
EC1A 2FD

We will then respond with the information we hold as soon as possible. Please contact us by e-mail if you have not received a response from us within 30 days from providing us with your proof of identity and address.

I hope this helps. We look forward to seeing you again soon.

Warmest regards,


Sarah
Amazon.co.uk
Your feedback is helping us build Earth's Most Customer-Centric Company.

How is proof of delivery personal information? Every e-bay seller in the world can give this information without needing to jump through hoops along with every courier firm. I've had a few delivery issues and every time I've called a courier firm or the provider they have been able to provide this info over the phone. They can easily confirm who you are in the same way as every other company/bank does by phone i.e. asking some personal questions. You aren't asking for account info anyway, you are asking them to prove they delivered something to you and that's part of their responsibility with the service they provide as a distance seller.

I would call again and ask them to clear this over the phone with the industry standard security checks. Explain that you think they are being deliberately obstructive to hope you go away and that's not going to happen. If they continue to insist on posted proof tell them you feel that you now have no option but to contact your credit card company to cancel the payment.

[essayer]

This is entirely on Amazon to prove they delivered it, not you to prove they didn't. Don't lose sight of that.

[GetCarter]

essayer said:

This is entirely on Amazon to prove they delivered it, not you to prove they didn't. Don't lose sight of that.

+1

[philv]

shopper150 said:

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.

I bought a used car in february.
Warranty was 3 months, major bits only.
A couple of months ago, i contacted srction 75 department of my credit caed company and claimed for a battery and an alernator belt.
These had broken a week or 2 after i bought tne car (and were not covered by the dealer's warranty).
I thought i would get nowhere with the dealer and had left it.

Then i read about section 75.
Credit card company had a word with tne dealer, who denied any liability.
So credit card compancy paid me tne £190.

Last month i went via credit card company for a crown that was badly instaaled by my dentist.
The credit card company have offered to pay the £230 cost of fixing at new dentist.

The credit card company have to do things correctly, or you just go to the finacial ombudsman.

Always pay at least £100 depost by credit card when buying a used car.
Then any problem in tne fist 6 months, speak to your credit card company.
Here is a link regarding consumer law when purchasing a used car -
http://www.which.co.uk/consumer-rights/advice/the-...

A bit miffed as gearbox needs £650 repair this month.
Happened, 6.5 months after purchase. Bugger.

Section 75 when purchasing with a credit card is one of the best bits of cnsumer protection out there.
The credi card company are equally liable.
I never knew about it until a few months ago.

[Impasse]

Dear Sarah,

Thank you for your request for my passport details and a copy of a utility bill. Unfortunately, I fail to see what these items have to do with me not receiving the television I ordered. Seeing as how your company has managed to misplace something as large as a television how can I trust you with something as valuable as my proof of identity?
Please send me my television.

Kisses etc,

[steveo3002]

shame they didnt ask the stranger that they gave the t.v to for some i.d

[GetCarter]

Impasse said:

Dear Sarah,

Thank you for your request for my passport details and a copy of a utility bill. Unfortunately, I fail to see what these items have to do with me not receiving the television I ordered. Seeing as how your company has managed to misplace something as large as a television how can I trust you with something as valuable as my proof of identity?
Please send me my television.

Kisses etc,

Class.

[Alucidnation]

GetCarter said:

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.

Really??

I should think anyone would be hard pushed to remember what colour door a specific address had, considering the huge amount of deliveries they (supposedly) make.

Plus brown isn't too far from red so i would say an easy mistake to make.

[shopper150]

Thanks for everyone's replies & suggestions.

- I have informed Amex, they seem helpful. They have refunded my money but have said the process can take 6-8 weeks.
- I am really annoyed with Amazon, as effectively they are accusing me of stealiing this TV.
- Twitter - I'm not really familiar with Twitter. My friend is quite prominent on it and had tens of thousands of followers. Should I get him to write about it on his account, or will my account be OK (zero followers). How do I use this to gain the most exposure?
- I have tried live chat, but they can't help, I think due to the value of the item. They are normally great with low value items.
- BEWARE OF BUYING HIGH VALUE ITEMS FROM AMAZON. THEY WILL WASH THEIR HANDS IF THEIR COURIER STEALS OR MISDELIVERS THE ITEM.

Please keep the suggestions coming. I would be really worried had I not had CCTV footage. Now I'm just annoyed with Amazon because of their attitude.

[poing]

shopper150 said:

- Twitter - I'm not really familiar with Twitter. My friend is quite prominent on it and had tens of thousands of followers. Should I get him to write about it on his account, or will my account be OK (zero followers). How do I use this to gain the most exposure?

You need to post it to their account, same on Facebook with their page. If you are not familiar with it then don't worry and just let Amex do their thing. 6-8 weeks seems longer than I remember with Visa but it's been a while since I needed to do that.

[BJG1]

Geuniely surprised by this, Amazon's service is generally excellent and I've never heard of them asking for a copy of your passport before. They are happy to send personal information to the email address associated with your account in the form of your order confirmation email so I fail to see why they can't provide you with proof of delivery.

Have you pointed out to them that the tracking says it was delivered to a different town?

[shopper150]

BJG1 said:

Have you pointed out to them that the tracking says it was delivered to a different town?

Anyone on live chat, on the phone, and the manager that called me are not interested in discussing this any further. They have completed their investigation and it is final!

[BJG1]

shopper150 said:

Anyone on live chat, on the phone, and the manager that called me are not interested in discussing this any further. They have completed their investigation and it is final!

Bloody hell. Get your mate to kick off on Twitter then. Good job you paid on credit card.

[MitchT]

These guys like to name & shame companies and get customers' issues sorted.

[egor110]

BJG1 said:

shopper150 said:

Anyone on live chat, on the phone, and the manager that called me are not interested in discussing this any further. They have completed their investigation and it is final!

Bloody hell. Get your mate to kick off on Twitter then. Good job you paid on credit card.

Exactly.

All you have to do is tweet on amazons twitter page ' awesome job amazon delivered a tv to the wrong address and then washed there hands of it' you'll get a reply in no time.

[Sheepshanks]

MitchT said:

These guys like to name & shame companies and get customers' issues sorted.

I was going to say something similar - send Amazon's reply to the consumer help desk of your favourite newspaper.


Must say I recently had a £35 item shown as delivered when it hadn't been. I was expecting a battle but when I contacted Amazon by email they knew - they said it had been damaged in transit and returned to the depot. They refunded the original cost plus a 20% credit for the inconvenience.