Issue with missing purchase from Amazon - advice required.
Discussion
Sheepshanks said:
You're over-thinking it now. It's perfectly reasonable for the OP to take Amazon's assurance that it has been delivered at face value. If he hasn't got it, then it must have been stolen.
Of course it isn't - a delivery requires a signature - no one is going to leave a TV on the doorstep !V8OW said:
What have Hermes said?
You can't actually call Hermes about anything as I found out last month trying to deal with a lost BooHoo order for my wife. BooHoo also have NO telephone support, mostly Twitter or email. We eventually managed to get a replacement sent out only to have that go missing too,then secured a refund. 2 days after the refund both 'lost' packages turned up with the delivery woman saying ' We didn't know where to put the parcels if you were out', would have helped if they'd rung the bell as both times we were 100% in as they were here holiday bikinis and I was specifically waiting at home for them to arrive both times!!I managed to find 5 numbers for Hermes but didn't actually need to use them in the end. They are 0844 644 3593, 0844 272 7672, 0870 280 2558, 0330 333 4981 or 0800 1749040.
I thought the courier was Yodel? If it's Yodel their phone number is 0844 755 0117.
V8RX7 said:
Sheepshanks said:
You're over-thinking it now. It's perfectly reasonable for the OP to take Amazon's assurance that it has been delivered at face value. If he hasn't got it, then it must have been stolen.
Of course it isn't - a delivery requires a signature - no one is going to leave a TV on the doorstep !OP, I'm in the same area as you and ordered an iPhone charging case from Amazon on 4th August, to be delivered to my work. Went on holiday for a week and whilst away, got a "your item has been delivered" email from them via Amazon logistics.
Came back - nothing had been delivered. All the tracking stuff said it had been delivered and signed for by "letters" - having worked in the same office for 21 years and having 6 colleagues, I was amazed that some worked for us that I didn't know. Asked the other business in our building, nothing.
So I filled in the "call me" thing on Amazon, they called me - had a minor argument, they sent out another case. Few days later "delivered" and signed for ....nope, it was left outside on the path. Amazon refunded my postage costs plus 2x£5 goodwill - whilst flakey, they were good to sort it out.
I appreciate that the size and value of my first "delivered" package is nowhere near yours, it's odd that we are in the same area with the same issue ( albeit that mine is sorted now ), within a week of each other. I've dealt with Amazon month in, month out for years and never had any delivery problems before so maybe there is a rogue driver ?
Good luck getting it sorted.
Came back - nothing had been delivered. All the tracking stuff said it had been delivered and signed for by "letters" - having worked in the same office for 21 years and having 6 colleagues, I was amazed that some worked for us that I didn't know. Asked the other business in our building, nothing.
So I filled in the "call me" thing on Amazon, they called me - had a minor argument, they sent out another case. Few days later "delivered" and signed for ....nope, it was left outside on the path. Amazon refunded my postage costs plus 2x£5 goodwill - whilst flakey, they were good to sort it out.
I appreciate that the size and value of my first "delivered" package is nowhere near yours, it's odd that we are in the same area with the same issue ( albeit that mine is sorted now ), within a week of each other. I've dealt with Amazon month in, month out for years and never had any delivery problems before so maybe there is a rogue driver ?
Good luck getting it sorted.
Edited by damianmkv on Sunday 28th August 23:21
ashleyman said:
V8OW said:
What have Hermes said?
You can't actually call Hermes about anything as I found out last month trying to deal with a lost BooHoo order for my wife. BooHoo also have NO telephone support, mostly Twitter or email. We eventually managed to get a replacement sent out only to have that go missing too,then secured a refund. 2 days after the refund both 'lost' packages turned up with the delivery woman saying ' We didn't know where to put the parcels if you were out', would have helped if they'd rung the bell as both times we were 100% in as they were here holiday bikinis and I was specifically waiting at home for them to arrive both times!!I managed to find 5 numbers for Hermes but didn't actually need to use them in the end. They are 0844 644 3593, 0844 272 7672, 0870 280 2558, 0330 333 4981 or 0800 1749040.
I thought the courier was Yodel? If it's Yodel their phone number is 0844 755 0117.
shopper150 said:
Thanks, will try these numbers when I get a chance. I doubt they will be open today', but will give it a go later. If not, will try again tomorrow.
I entirely understand why you do not wish to jump through the hoops Amazon are setting out for you. However, it looks to me as if this incident has triggered some sort of fraud alert system at their end, which might explain why they are being unhelpful. I know that the Amazon system lets you choose a safe place for delivery of parcels when you are out. Some of the couriers will also allow you to amend these details and even select an alternative address.
My guess would be that the 'investigation' has shown something of this nature and that they may have asked you to contact the police as a test to see if this was done by you or others? I think this may also be why they are asking for ID before they share the delivery details.
This is not the usual Amazon approach. Something different is happening here.
Elysium said:
I entirely understand why you do not wish to jump through the hoops Amazon are setting out for you. However, it looks to me as if this incident has triggered some sort of fraud alert system at their end, which might explain why they are being unhelpful.
I know that the Amazon system lets you choose a safe place for delivery of parcels when you are out. Some of the couriers will also allow you to amend these details and even select an alternative address.
My guess would be that the 'investigation' has shown something of this nature and that they may have asked you to contact the police as a test to see if this was done by you or others? I think this may also be why they are asking for ID before they share the delivery details.
This is not the usual Amazon approach. Something different is happening here.
TBF the internal investigations can have whatever flavour they like, but outright telling their customer hes a crook is kind of the last resort IMHO. M+S did the same line to me about 10 years ago "hey wheres my stuff?" "We can confirm you have received your goods" WTactalF?? Following day I noticed parcel was actally slung in the garden. Never used m+s since as being basically accused of theft/scamming by someone trying to cover up their own failure at my expense when Ive paid them my $$$ in good faith is just slightly piss boiling.I know that the Amazon system lets you choose a safe place for delivery of parcels when you are out. Some of the couriers will also allow you to amend these details and even select an alternative address.
My guess would be that the 'investigation' has shown something of this nature and that they may have asked you to contact the police as a test to see if this was done by you or others? I think this may also be why they are asking for ID before they share the delivery details.
This is not the usual Amazon approach. Something different is happening here.
TBF I dont understand why these companies use budget deliverers for high value items, I buy on credit card, wont be me covering loss.
Elysium said:
I entirely understand why you do not wish to jump through the hoops Amazon are setting out for you. However, it looks to me as if this incident has triggered some sort of fraud alert system at their end, which might explain why they are being unhelpful.
I know that the Amazon system lets you choose a safe place for delivery of parcels when you are out. Some of the couriers will also allow you to amend these details and even select an alternative address.
My guess would be that the 'investigation' has shown something of this nature and that they may have asked you to contact the police as a test to see if this was done by you or others? I think this may also be why they are asking for ID before they share the delivery details.
This is not the usual Amazon approach. Something different is happening here.
I think the only difference here is the value of the item. They are great with lower value items.I know that the Amazon system lets you choose a safe place for delivery of parcels when you are out. Some of the couriers will also allow you to amend these details and even select an alternative address.
My guess would be that the 'investigation' has shown something of this nature and that they may have asked you to contact the police as a test to see if this was done by you or others? I think this may also be why they are asking for ID before they share the delivery details.
This is not the usual Amazon approach. Something different is happening here.
I have actually just realised that I have forgotten to mention something. I have a subscribe and save order with Amazon for Gillette Razors. My last delivery was around a month ago and they sent me some Pokemon Cards instead of the razors. I called them to tell them what had happened but as I was going on holiday I said I would contact them again after my holiday to arrange for the Pokemon Cards to be picked up and for them to send me the razors. They said that would be no problem and that they would put a note on my account. I haven't called them to resolve this yet. Value of the cards is around £14 and value of razors is around £30.
I'd just keep trying Amazon. If you don't get the answer you want from one employee, hang up and call another. Most call centres have a mix of sensible people and idiots. Just because you get one stupid answer from one person doesn't mean that that is the corporate line. Just think of your own workplace, I'm sure you can think of at least one person you wouldn't like to deal with over the phone.
I do this all the time. People say 'Amazon said this' or 'The council said that' or 'VW say this is their policy on that matter', when in reality it is one (possibly quite thick) employee who has given their own interpretation on the situation. If at first you don't succeed, hang up and try again, they can't all be fools.
I do this all the time. People say 'Amazon said this' or 'The council said that' or 'VW say this is their policy on that matter', when in reality it is one (possibly quite thick) employee who has given their own interpretation on the situation. If at first you don't succeed, hang up and try again, they can't all be fools.
brrapp said:
I'd just keep trying Amazon. If you don't get the answer you want from one employee, hang up and call another. Most call centres have a mix of sensible people and idiots. Just because you get one stupid answer from one person doesn't mean that that is the corporate line. Just think of your own workplace, I'm sure you can think of at least one person you wouldn't like to deal with over the phone.
I do this all the time. People say 'Amazon said this' or 'The council said that' or 'VW say this is their policy on that matter', when in reality it is one (possibly quite thick) employee who has given their own interpretation on the situation. If at first you don't succeed, hang up and try again, they can't all be fools.
I have tried around 7 or 8 times now. I don't think it will make a difference as I have escalated it to various managers etc.I do this all the time. People say 'Amazon said this' or 'The council said that' or 'VW say this is their policy on that matter', when in reality it is one (possibly quite thick) employee who has given their own interpretation on the situation. If at first you don't succeed, hang up and try again, they can't all be fools.
I actually need that TV for a project, I'm thinking ably reordering it from Amazon just to see what happens!
shopper150 said:
I have tried around 7 or 8 times now. I don't think it will make a difference as I have escalated it to various managers etc.
I actually need that TV for a project, I'm thinking ably reordering it from Amazon just to see what happens!
Does Amazon do an equivalent to Click & Collect where it get's delivered to a store? Maybe you could go collect it instead just to be 100% sure it won't get lost again?I actually need that TV for a project, I'm thinking ably reordering it from Amazon just to see what happens!
shopper150 said:
I have tried around 7 or 8 times now. I don't think it will make a difference as I have escalated it to various managers etc.
I actually need that TV for a project, I'm thinking ably reordering it from Amazon just to see what happens!
When I've had proper annoying grief like this before, I've got my solicitor to write a letter... saying the same things you've been saying but putting it in legal speak and threatening legal escalation if not resolved. Both times they suddenly took me seriously and both times the matters were resolved. Once straight away and once after several months (In that instance I was given £1000 'without prejudice' just to stop me making a fuss in the press - see below).I actually need that TV for a project, I'm thinking ably reordering it from Amazon just to see what happens!
Now my lawyer happens to be a mate, so it didn't cost me, but when I spoke about it on here two pistonheads offered to do the same (FOC). Mind you it was a 'car matter'
...anyway, it might be an option if you don't get satisfaction, Lawyers put the willies up large corporations (though if you bought with a cc, I can't see why you wouldn't).
V8RX7 said:
Sheepshanks said:
You're over-thinking it now. It's perfectly reasonable for the OP to take Amazon's assurance that it has been delivered at face value. If he hasn't got it, then it must have been stolen.
Of course it isn't - a delivery requires a signature - no one is going to leave a TV on the doorstep !If amazon have paid for a signature on delivery then fair enough however a cheaper option would just be tracked so you can the barcode on the doorstep and its either delivered or not delivered.
V8RX7 said:
Of course it isn't - a delivery requires a signature - no one is going to leave a TV on the doorstep !
No they do notAs i've already stated the vast majority of Amazons deliveries do not require a signature regardless of contents. I've worked for UPS for 17 years and the only Amazon deliveries that have to have a signature are alcohol and other age related items (knives, e-cigs etc) These cannot be overridden by the driver (different company i know)
Of all the Amazon deliveries i've received i haven't signed for a single one since Amazon Logistics started doing them, they've been handed to me, left behind my gate, on my doorstep etc and none have ever required a signature.
Most Amazon deliveries some in a box with the item inside, others if large will be shipped in their own box with label attached. While unlikely, if it was within another box then nobody would know it was a TV anyway. Most likely they will have shipped it as is.
They way Amazon are dealing with it sucks, i've had a couple hundred quids worth of stuff go missing after saying it was delivered and they replaced it immediately, didn't even question it.
However, OP you are being an awkward t
t. Yes you shouldn't have to chase around but it's not going to take week of your life, spend an hour or so doing what they are asking and you could have it sorted quickly. A chargeback could take a long time What's your experience of yodel nickyboy ?
One of the places i deliver to ( postie) is a mile long dead end lane , on saturday it looked like someone had fly tiped down there but it was yodel paracels dumped at the bottom of driveways , left in front of doors with no effort made to even hide them from view.
One of the driveways has a wheely bin just for hiding parcels but the lazy fker couldn't even be assed to put them in there just left right on the edge of the driveway totally in view.
One of the places i deliver to ( postie) is a mile long dead end lane , on saturday it looked like someone had fly tiped down there but it was yodel paracels dumped at the bottom of driveways , left in front of doors with no effort made to even hide them from view.
One of the driveways has a wheely bin just for hiding parcels but the lazy f
ker couldn't even be assed to put them in there just left right on the edge of the driveway totally in view.Gassing Station | The Lounge | Top of Page | What's New | My Stuff