Issue with missing purchase from Amazon - advice required.

[shopper150]

TheGreatSoprendo said:

motco said:

It is very hard to credit that Amazon are completely ignoring this problem. I would be going ballistic by now!

Indeed! IANAL but this is surely a clear case of Amazon failing to fulfil the contract? Them telling the OP to go to the Police if he thinks it's been stolen is nonsense. It is Amazon who should be going to the Police because it's them it's been stolen from (if indeed it has been stolen). The OP was never in possession of the TV to have it stolen from him.

Hopefully the Amex chargeback will sort this for you OP, but if not maybe a solicitor's letter is the next step?

I'm not going to the Police out of principle. They can report me to the Police if they like.

I've just archived the CCTV footage from 1700-1800 on the day in question. Do you guys think I should archive a longer time period? The alleged delivery was 1742.

[shopper150]

GetCarter said:

I have to say O/P, if this had happened to me, there would be blood all over the net.

In my opinion, you need to get proper angry.

I got £1000 free money as an apology from BMW when they pissed me off. (Plus £6k repairs) Amazon should be looking at the same for you.

I am really angry. But part of me is thinking do I really want to spend so much time on this. What do you suggest I do on the net?

I'm being ignored on their Twitter account.

When I call them, it is evident that there is some type of block on my account and they cannot discuss anything with me or put me through to anyone.

My emails are being ignored.

[shopper150]

mjb1 said:

shopper150 said:

I'm not going to the Police out of principle. They can report me to the Police if they like.

I've just archived the CCTV footage from 1700-1800 on the day in question. Do you guys think I should archive a longer time period? The alleged delivery was 1742.

Yes, I'd archive the whole day. Or at very least 1600 to 1900.

I have done 1600-1900. That should be enough.

EDIT - will do the whole day tomorrow. It's a bit fiddly, 3 cameras, 1gb per camera per hour. But I will get it done tomorrow.

Edited by shopper150 on Thursday 25th August 18:38

[shopper150]

Just a thought. Do I have grounds and enough evidence to file a claim with the small claims court?

[shopper150]

I just tried to call customer services again. I managed to get escalated through to an account specialist.
He said a police report is required. I refused. He said this conversation isn't going anywhere which is why I'm forced to disconnect this call. Have a great evening!

Their stance is most defiantly a police report. I don't see why I should do their admin for them.

[shopper150]

Toaster Pilot said:

shopper150 said:

Just a thought. Do I have grounds and enough evidence to file a claim with the small claims court?

Why would you do that when your Amex chargeback will mean you'll get the money back?

I don't understand why you're chasing it so hard when you have a clear route out

Fair point. But I'm note sure how clear the Amex process will be. I also want to try my best to resolve this quickly.
I'm annoyed with their attitude to the point that I think I'm entitled to compensation too.
And I want others to know the risks of buying high value items from Amazon and how they deal with these issues.
And it's a learning process / challenge!

[shopper150]

Toaster Pilot said:

Entitled? fk off!

Agreed! Just how I feel though. Pissed off with their attitude.

[shopper150]

Toaster Pilot said:

I would love to know why they are being so awkward about it right enough - I'd expect them to just be hammering the courier

They must think that I've stolen it.
Or their contract with Hermes might state that without a police report they are not liable?

[shopper150]

Toaster Pilot said:

Companies like Amazon don't have clauses like that in contracts surely - they have "do what we say or we will fking beat you" type clauses

Similarly, they will probably point out to me that I agreed to file a police report in the event of a missing package as part of their T&C's when purchasing!

[shopper150]

Sheepshanks said:

shopper150 said:

Their stance is most defiantly a police report. I don't see why I should do their admin for them.

Is there some background to this that you're not letting on? Amazon are acting unusually but you seem to be being almost deliberately awkward - why not just go through the process?

And why the talk of suing them when you've already initiated a chargeback - do you think that will be rejected?

Call 101 and get a crime reference number. Or is there some reason you'd prefer to avoid police attention?

Not in the slightest. I'm just genuinely pissed off with their attitude and the I don't see why I should have to do their admin. The talk of small claims was just purely as a learning experience, and because I know I am rightS
Chargeback - who knows, let's see. It's like 8 weeks away.

[shopper150]

Beefmeister said:

Have we had clarification on whether it was sold by Amazon direct or 'fulfilled by Amazon' yet?

Big big difference in the way they deal with things.

Sold & dispatched by Amazon.

[shopper150]

Sheepshanks said:

MitchT said:

That would be perfectly understandable if their own records didn't show that the item has been delivered to an address unrelated to the OP or the order made by the OP. In this case they simply need to stop behaving like their st doesn't smell and sort it out.

There must be a reason why the entire company from the top down seems to be behaving in this way. The OP digging his heels in and refusing to do anything (but managing to get a comment in about being entitled to compensation ) isn't going to break the deadlock.

Agree. They probably think I'm trying to pull a fast one.
I've explained why I don't think I should go to the Police. It's a waste of Police time and a waste of my time.
If Amazon want to go to the Police, they should.
Just because a private company decides that I should go to the Police, doesn't mean it's right and doesn't mean that I should be obliged to.
If they want to compensate me for doing their admin, then I will consider it.
They are just dicking me around, which is why I said I feel like I should be entitled to compensation. I shouldn't have to go through this hassle.
I'm sure many people wouldn't mind going to the Police on behalf of Amazon. But each to their own.

[shopper150]

Willhire89 said:

OP - what was the resolution the last time this happened to you:

http://www.pistonheads.com/gassing/topic.asp?h=0&a...

Same value too?

Have you read the thread?
Resolution was chargeback
Also take note of the confusing road name and the nearby industrial estates that delivery drivers often go to in error.

[shopper150]

Willhire89 said:

shopper150 said:

Willhire89 said:

OP - what was the resolution the last time this happened to you:

http://www.pistonheads.com/gassing/topic.asp?h=0&a...

Same value too?

Have you read the thread?
Resolution was chargeback
Also take note of the confusing road name and the nearby industrial estates that delivery drivers often go to in error.

So if that worked last time (not that you ever came back to confirm that you had successfully utilised that advice) being familiar with how it works why do you need the same advice a second time??

Last time was Visa Debit card.
This time is AMEX.
Values aren't the same, I've approximated the values.

Also, another reason for this thread is so communicate how Amazon are dealing with this. And I like discussing these types of things on forums.

I hope that's OK with you?

[shopper150]

GetCarter said:

shopper150 said:

Willhire89 said:

OP - what was the resolution the last time this happened to you:

http://www.pistonheads.com/gassing/topic.asp?h=0&a...

Same value too?

Have you read the thread?
Resolution was chargeback
Also take note of the confusing road name and the nearby industrial estates that delivery drivers often go to in error.

You seem to be very unlucky for a shopper. Why the handle?

Haha. The handle is just random to be honest.
I order a lot of IT gear, every week. I wouldn't say I'm unlucky, most deliveries are fine. Especially with mainstream couriers (UPS, DHL, etc).
Two failures have been Yodel & Hermes.

[shopper150]

4x4Tyke said:

Lol, good catch, a quick look at his posting history has chancer written all over it, pumping bitcoin, passing off Gambian coins as 50p pieces and more.

st. I didn't think I'd get busted that quickly. I hope Amazon & eBuyer aren't reading my posts!

Where is the best place to sell a LG 55inch TV? Quick sale, cash only.

Edited by shopper150 on Friday 26th August 19:04

[shopper150]

All that jazz said:

You'll get nowhere in resolving this unless you give them what they want, ie. the ID they're requesting. For whatever reason they've flagged your account as suspicious which is why no-one will talk you because they think you're a scammer and until you provide them with ID nothing will change. Assuming everything you've said here is correct and you're not just giving us half the story, eg. you have history with Amazon for this sort of thing, then I sympathise with your predicament and personally I wouldn't be rolling over and sending them my ID either, especially when legally they have no right to it. However you then become trapped in the "computer says no" loop and while you may get your money back through Amex, Amazon will quickly delete your account and blacklist you from starting another unless you go to extremes by using an alternative ID and different address so as to not provide any link to your current ID and home address.

Up to you whether you want to "stick" it to them and play hardball and ultimately be blocked from purchasing from Amazon again, or whether you cave in and play by their rules, resolve the issue and carry on buying as normal. Those are your only 2 choices.

Thanks for the level headed response. They've annoyed me by not giving me any proof of delivery, e.g. Signature, GPS location, photo of where it was delivered etc. And in return for nothing they want my ID and police reoport.
Anyway, I'll have a think about whether to jump through their hoops.

[shopper150]

All that jazz said:

Absolutely. But Amazon are demanding he play by their rules first and he isn't going to change that. It's pretty much guaranteed that he'll win his Amex claim and would also win a MCOL claim in court too based on the evidence stated in this thread, but it will be at the cost of losing his Amazon account unless the person who deals with the Amex claim has some noggin. In fact he could potentially be bringing more hassle upon himself due to the name mismatch between his Amazon account and Amex card if they really wanted to be awkward.

This is the email from Amazon:

We’re sorry to hear that you haven’t received your item from order #203-

We have fully investigated this matter with the carrier. Based on the results of our investigation, we won’t be able to provide a replacement/refund for this order at this time as the item was delivered.

If you believe the item has been stolen you may wish to contact your local police, if necessary, in order to pursue this matter further. If the issue isn't resolved after contacting local police please contact us again with the following information:

-Police Crime Report Number.
-Details of the station where the incident was reported.
-Name of the investigating officer.

So what they are actually saying is that 'if' I believe it has been stolen, I may wish to contact the local police.
So they are forcing me to tell the police that I believe it's stolen (a lie). I have no evidence to say it's been stolen. They won't provide a proof of delivery (which is nearly always a signature).
If I don't lie to the Police, they won't help.

Edited by shopper150 on Saturday 27th August 10:20

[shopper150]

Sheepshanks said:

shopper150 said:

So what they are actually saying is that 'if' I believe it has been stolen, I may wish to contact the local police.
So they are forcing me to tell the police that I believe it's stolen (a lie). I have no evidence to say it's been stolen. They won't provide a proof of delivery (which is nearly always a signature).
If I don't lie to the Police, they won't help.

How is that a lie - If it hasn't been stolen then what do you think has happened to it?

It is a lie. The facts are that Amazon have failed to deliver, they've used a third rate courier, they won't give me a proof of delivery and they want me to report this as a crime to the police. I don't think anything other than that.

Edited by shopper150 on Saturday 27th August 12:21

[shopper150]

Slightly off topic, but I remember reading years ago that Amazon banned whole blocks of flats and neighbourhoods from ordering from them because so many deliveries were not being received.