Amazon advice please
Discussion
I'd be interested to hear of any similar experiences...
I ordered a £1,400 item from Amazon on Wednesday, and delivery was due today.
I waited in for it and when I checked the tracking at around 3pm it said the driver was nine deliveries away.
When I refreshed the page about 15 minutes later it said it had been delivered. It hadn't been, and I was looking out for it so was fairly sure it hadn't been delivered to a neighbour.
So I called them, only to be told it had been delivered next door. I checked, they were out, so Amazon raised an investigation.
The neighbours arrived home at 6pm, so I checked and it hadn't been delivered to them. When I called Amazon to tell them this, they told me it had actually been delivered 'two blocks away', but they still couldn't refund me because the item was of such a high value.
The next check was with the credit card company, but they said they couldn't raise a complaint if Amazon had a proof of delivery.
Do I have cause for concern here, or will they just sort themselves out?
I ordered a £1,400 item from Amazon on Wednesday, and delivery was due today.
I waited in for it and when I checked the tracking at around 3pm it said the driver was nine deliveries away.
When I refreshed the page about 15 minutes later it said it had been delivered. It hadn't been, and I was looking out for it so was fairly sure it hadn't been delivered to a neighbour.
So I called them, only to be told it had been delivered next door. I checked, they were out, so Amazon raised an investigation.
The neighbours arrived home at 6pm, so I checked and it hadn't been delivered to them. When I called Amazon to tell them this, they told me it had actually been delivered 'two blocks away', but they still couldn't refund me because the item was of such a high value.
The next check was with the credit card company, but they said they couldn't raise a complaint if Amazon had a proof of delivery.
Do I have cause for concern here, or will they just sort themselves out?
Get it in writing from Amazon that they "delivered two blocks away" - that means they made the mistake and should recompense you
That said, I think your CC company may be spinning you a line - just becuase Amazon SAY they've delivered doesn't stop you claiming. After all, you can buy an item on a credit card and still claim back through your CC company if its faulty, so I don't see the fact that it has allegedly been delivered as relevant
That said, I think your CC company may be spinning you a line - just becuase Amazon SAY they've delivered doesn't stop you claiming. After all, you can buy an item on a credit card and still claim back through your CC company if its faulty, so I don't see the fact that it has allegedly been delivered as relevant
Ive had similar, albeit a much lower value item.
It stated it was delivered, I checked, they had a signature. They phoned the driver who said it was delivered on a to a office on a different street, I went there, no sign of it. I just happen to go to the coffee shop next door and ask, if was there and it was
I can’t imagine they’ll remember where they actually delivered, so I’d get knocking on doors.
It stated it was delivered, I checked, they had a signature. They phoned the driver who said it was delivered on a to a office on a different street, I went there, no sign of it. I just happen to go to the coffee shop next door and ask, if was there and it was
I can’t imagine they’ll remember where they actually delivered, so I’d get knocking on doors.
Nigel_O said:
Get it in writing from Amazon that they "delivered two blocks away" - that means they made the mistake and should recompense you
That said, I think your CC company may be spinning you a line - just becuase Amazon SAY they've delivered doesn't stop you claiming. After all, you can buy an item on a credit card and still claim back through your CC company if its faulty, so I don't see the fact that it has allegedly been delivered as relevant
Thanks. That was my feeling on both counts.That said, I think your CC company may be spinning you a line - just becuase Amazon SAY they've delivered doesn't stop you claiming. After all, you can buy an item on a credit card and still claim back through your CC company if its faulty, so I don't see the fact that it has allegedly been delivered as relevant
The problem with Amazon is you get spun a different story each time you call, I'll email them instead now, but who knows if I'll get that same response again.
The credit card company is Amex, who have been rock solid on the rare occasion I've had a problem in the past. They were quite categorical on this - the 'signature' counts as proof of delivery unless I have got better proof; they couldn't define what that might be!
Ultimately, I'm sure they'll see sense, but it is a bit annoying not to have any surety when £1,400 is on the line.
flashbang said:
I dare say the driver wouldn't have known the value of the item. When it was delivered, did the driver send a picture of where it was left? Or are the claiming it was signed for?
This was one of those items that is stated as 'not delivered in Amazon packaging'. I'm sure that I asked for it to be packaged properly, stating it was a gift, but I can't tell from the order if that was actually the case.Either way. it's not really my fault if Amazon choose to send a high value item clearly showing what's inside.
No picture was sent, but they are claiming it was signed for, with a vague signature containing an 'A'.
illmonkey said:
Ive had similar, albeit a much lower value item.
It stated it was delivered, I checked, they had a signature. They phoned the driver who said it was delivered on a to a office on a different street, I went there, no sign of it. I just happen to go to the coffee shop next door and ask, if was there and it was
I can’t imagine they’ll remember where they actually delivered, so I’d get knocking on doors.
That's the thing - I don't know where to go now!It stated it was delivered, I checked, they had a signature. They phoned the driver who said it was delivered on a to a office on a different street, I went there, no sign of it. I just happen to go to the coffee shop next door and ask, if was there and it was
I can’t imagine they’ll remember where they actually delivered, so I’d get knocking on doors.
I checked with all of the direct neighbours and they weren't in at the time anyway.
Two blocks, as they put it, is hundreds of doors around here (outer London) so I'd think the chances of finding it are quite low unfortunately.
Ask them on the webchat to provide you with a copy of the signature and the exact GPS coordinates of where the item was signed for. Tell them that you need these to give to your credit card company.
This will probably encourage them to investigate properly and resolve. If not then pass this info to your credit card company.
Not your signature and at a proven different location to your property will be enough proof.
This will probably encourage them to investigate properly and resolve. If not then pass this info to your credit card company.
Not your signature and at a proven different location to your property will be enough proof.
Driver101 said:
There was a very similar thread on here not so long ago. It was another higher value item that wasn't delivered correctly.
There was a case in the local press recently.Strangely it was delivered the next day. The cynical might say that this was only after the driver was questioned at the end of the day as to where he delivered it.
R1gtr said:
Ask them on the webchat to provide you with a copy of the signature and the exact GPS coordinates of where the item was signed for. Tell them that you need these to give to your credit card company.
This will probably encourage them to investigate properly and resolve. If not then pass this info to your credit card company.
Not your signature and at a proven different location to your property will be enough proof.
Thanks. I've just tried but they seem to seep fobbing me off on the webchat - no answers and no transcript of what they have said. I'll try again!This will probably encourage them to investigate properly and resolve. If not then pass this info to your credit card company.
Not your signature and at a proven different location to your property will be enough proof.
As an amazon seller with direct experience of selling on and to amazon I would advise:
1) continue to email and call, relentlessly.
2) make it clear that the signature obtained is not yours or any representative of yours.
3) tell them that you will go on record with a “not received” declaration to assist in their efforts with their courier.
4) since you have not received the goods make it clear you want a refund. Do not mess about with replacement consignments. Amazon prefer it this way by default anyway.
5) I believe but have no personal experience that Amex are indeed outstanding at this type of thing if 1-4 fail. I would inform them of your efforts to mitigate your loss but ask them to note on the account at this early stage that there are some problems.
Good luck.
1) continue to email and call, relentlessly.
2) make it clear that the signature obtained is not yours or any representative of yours.
3) tell them that you will go on record with a “not received” declaration to assist in their efforts with their courier.
4) since you have not received the goods make it clear you want a refund. Do not mess about with replacement consignments. Amazon prefer it this way by default anyway.
5) I believe but have no personal experience that Amex are indeed outstanding at this type of thing if 1-4 fail. I would inform them of your efforts to mitigate your loss but ask them to note on the account at this early stage that there are some problems.
Good luck.
Julian Thompson said:
As an amazon seller with direct experience of selling on and to amazon I would advise:
1) continue to email and call, relentlessly.
2) make it clear that the signature obtained is not yours or any representative of yours.
3) tell them that you will go on record with a “not received” declaration to assist in their efforts with their courier.
4) since you have not received the goods make it clear you want a refund. Do not mess about with replacement consignments. Amazon prefer it this way by default anyway.
5) I believe but have no personal experience that Amex are indeed outstanding at this type of thing if 1-4 fail. I would inform them of your efforts to mitigate your loss but ask them to note on the account at this early stage that there are some problems.
Good luck.
Thank you. That's definitely what I'll do. I'd rather have the item that a refund, but totally understand what you are saying about replacements. This has definitely shaken my belief in buying high value items online.1) continue to email and call, relentlessly.
2) make it clear that the signature obtained is not yours or any representative of yours.
3) tell them that you will go on record with a “not received” declaration to assist in their efforts with their courier.
4) since you have not received the goods make it clear you want a refund. Do not mess about with replacement consignments. Amazon prefer it this way by default anyway.
5) I believe but have no personal experience that Amex are indeed outstanding at this type of thing if 1-4 fail. I would inform them of your efforts to mitigate your loss but ask them to note on the account at this early stage that there are some problems.
Good luck.
I'm in the same situation. Parcel due Weds pm. Get the ping e-mail on my phone it has been signed for!
Look out the door, no sign of the delivery firm van whom Amazon's tracking says it is being delivered by.
Wait a couple more hours until outside the delivery window and still no package. Go out. Come back two hours later. Through the door is a delivery card stating "not in, item signed by neighbour at number xxY".
There is no xxY on our road.
Amazon say courier site says delivered, fortunately they include the xxY that courier says delivered to rather than our address (got that on chat - tick the e-mail box - it'll be sent to you).
Amex [as per OP] when I first spoke to them said "your courier says delivered and Amazon says delivered so it is delivered, yes?". Not very interested at first. Will give it a day or two more with Amazon, then one more ask with Amex and threaten with their internal complaints / then to Obudsman or small claims. They paid up (refunded) straight away when this happened two years ago. (I think Amazon also did in the end and I got stuck in an unresolvable loop of trying to get only one of them to refund me).
Annoyingly it isn't a high as value parcel as the OP, £100 ish, but it was needed rapidly as a replacement for a broken item I could have gone to town and got at the weekend.
Look out the door, no sign of the delivery firm van whom Amazon's tracking says it is being delivered by.
Wait a couple more hours until outside the delivery window and still no package. Go out. Come back two hours later. Through the door is a delivery card stating "not in, item signed by neighbour at number xxY".
There is no xxY on our road.
Amazon say courier site says delivered, fortunately they include the xxY that courier says delivered to rather than our address (got that on chat - tick the e-mail box - it'll be sent to you).
Amex [as per OP] when I first spoke to them said "your courier says delivered and Amazon says delivered so it is delivered, yes?". Not very interested at first. Will give it a day or two more with Amazon, then one more ask with Amex and threaten with their internal complaints / then to Obudsman or small claims. They paid up (refunded) straight away when this happened two years ago. (I think Amazon also did in the end and I got stuck in an unresolvable loop of trying to get only one of them to refund me).
Annoyingly it isn't a high as value parcel as the OP, £100 ish, but it was needed rapidly as a replacement for a broken item I could have gone to town and got at the weekend.
kingston12 said:
I'd be interested to hear of any similar experiences...
I ordered a £1,400 item from Amazon on Wednesday, and delivery was due today.
I waited in for it and when I checked the tracking at around 3pm it said the driver was nine deliveries away.
When I refreshed the page about 15 minutes later it said it had been delivered. It hadn't been, and I was looking out for it so was fairly sure it hadn't been delivered to a neighbour.
So I called them, only to be told it had been delivered next door. I checked, they were out, so Amazon raised an investigation.
The neighbours arrived home at 6pm, so I checked and it hadn't been delivered to them. When I called Amazon to tell them this, they told me it had actually been delivered 'two blocks away', but they still couldn't refund me because the item was of such a high value.
The next check was with the credit card company, but they said they couldn't raise a complaint if Amazon had a proof of delivery.
Do I have cause for concern here, or will they just sort themselves out?
Amazon packages above a certain value must be signed for. However, the delivery guy doesn’t care about the value, just the delivery. They’re paid on 1st time delivery with no depot returns.I ordered a £1,400 item from Amazon on Wednesday, and delivery was due today.
I waited in for it and when I checked the tracking at around 3pm it said the driver was nine deliveries away.
When I refreshed the page about 15 minutes later it said it had been delivered. It hadn't been, and I was looking out for it so was fairly sure it hadn't been delivered to a neighbour.
So I called them, only to be told it had been delivered next door. I checked, they were out, so Amazon raised an investigation.
The neighbours arrived home at 6pm, so I checked and it hadn't been delivered to them. When I called Amazon to tell them this, they told me it had actually been delivered 'two blocks away', but they still couldn't refund me because the item was of such a high value.
The next check was with the credit card company, but they said they couldn't raise a complaint if Amazon had a proof of delivery.
Do I have cause for concern here, or will they just sort themselves out?
However it’s impossible (for the delivery guy) to confirm delivery on his/her handset if it’s 25m outside the delivery address unless he/her calls Amazon helpcentre and asks them to change the GeoLocation for that address.
Id be calling the helpcentre and ask who changed the Geo.
Edited by TVR1 on Saturday 5th October 01:43
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