Amazon delivered to a neighbour that doesn't exist

Tom|Nbk

Tom|Nbk

Tom|Nbk

Soldato
Joined
12 Mar 2006
Posts
23,008
Location
N.E England
Guys

Beyond annoyed, ordered a new phone off the rainforest to come on Tuesday. Delivery from Amazon delayed and changed to Wednesday contacted them and they refunded the next day full delivery cost fair enough.

Fast forward to Wednesday and I got called to a meeting with work so couldn't be in. Checked the Amazon app and apparantly it had been left with number 87. Okay I thought.

Got home no calling card and no bloody 87 on my street!!! Wtf

Asked all neighbours must have knocked on about 6 to 7 doors to see of any sign. Nothing

Contacted amazon and this was there response


Dear Thomas,

I am very sorry you received your delivery at such an inconvenience!

The carrier don't need a permission from you to deliver shipments to neighboring residents, because it is not forbidden and is considered as proper delivery.

If you would like to limit deliveries to certain recipients, we recommend you contact the carrier directly. They will gladly inform you about different post option.

We just received feedback from the inquiry we submitted for your order

The investigation has shown that the carrier was able to get a signature from "Andy Clark" (house number 87) and delivered your order on 26. September 2018 at 06:33 PM. Please contact this person to receive your shipment if you recognize the name. Based on the result of our investigation we conclude that your shipment has been delivered to the correct address and therefore we can't issue a refund or a replacement.

If you have reason to believe that your ordered items or shipment has been stolen, you are, of course, free to contact the police. If the case cannot be clarified by the police please contact us again and send a copy of the file by e-mail, including the file number and police station.

We thank you for your understanding and wish you a nice day.

Warmest regards,
Philipp Mahlow


My frustration is delivery was never even attempted at my house. No sign of any delivery driver from my Ring doorbell CCTV.

Where do I stand and what do I do now, apparantly they are investigating it.

I simply cannot believe how this / has happened and feel very let down and at the moment out of pocket from Amazon's mess up
 
Per his advice contact the police. There is no house so it's either A, been stolen, or B, they can't really be bothered to follow up and the police contacting them will make them take it seriously.
 
They may have tried to deliver to the wrong road.

There's another road near me with a fairly similar name. We very occasionally get the post swapped around, and have had a few incorrect parcel delivery attempts as well.
 
You sure you bought the second one from Amazon and not a third party?

I'm amazed Amazon would leave a complaint like that, telling you to **** off.

They wrote they delivered to the correct address. I would be furious in my reply.
 
Tom|Nbk said:
Next port of call. I'm now concerned who has it won't return it or could deny it.

No attempt at whoever has it to come and drop it off 24 hours after delivery attempted
Click to expand...
If a courier drops a neighbour's parcel off with me I expect the neighbour to come and fetch it. I'd tell them if they didn't come for it, but I wouldn't be chasing them up the next day.
 
Tom|Nbk said:
[..] Based on the result of our investigation we conclude that your shipment has been delivered to the correct address and therefore we can't issue a refund or a replacement.
[..]
Where do I stand and what do I do now, apparantly they are investigating it.
Click to expand...

According to the information you've supplied here, Amazon are very definitely not investigating it. "we conclude that your shipment has been delivered to the correct address" makes it very clear that they are not investigating it - they have already reached a conclusion. Why would they investigate something when their position is that they have already investigated it and reached a conclusion.

Their statement to you is an accusation of fraud. They're stating that the shipment has been delivered to the correct address, i.e. to your house. So they are stating that someone in your house is guilty of fraud. Either you for having the shipment and saying you haven't had it or someone else in your house for having the shipment and telling you it hasn't been delivered.

If there is some form of escalation of complaints procedure at Amazon, you'll have to use that.

If not, you can try the police but I'm not sure it's their thing. You're not yet making an accusation of theft because you're not the sort of person who makes serious accusations without very strong evidence. In any case, the police don't investigate most thefts any more. The police are mainly there to deal with the aftermath of violent crime and to police the universe for any example of anyone saying anything that anyone could possibly in any way interpret as potentially being interpreted as offensive by anyone who is a member of a group identity with superior social and legal status. Which I'm sure the police love doing because it's not like they've got enough work already, but they have their orders to follow. Maybe the police would log it and give you a number to send to Amazon.

A civil case is another option, but unlikely to be worth the amount it would cost you.

Whatever route you take, make it clear that you have proof that Amazon's statement is wrong and make sure you keep copies of that proof. Keep the CCTV footage showing that "the shipment has been delivered to the correct address" is untrue. Conveniently, Amazon have given you a precise time and date at which they claim that "we conclude that your shipment has been delivered to the correct address", so you'll only need a relatively small amount of CCTV footage. You should also be able to obtain proof that their isn't a house number 87 on the road you live in.

I'd suggest escalation through Amazon first. If you can talk to a person and tell them that (a) there isn't a number 87 in the road you live on and (b) you have CCTV and can prove that delivery was not attempted at your house you have a decent chance of a resolution without the expense and inconvenience of a legal case. Amazon's current position is an automated fob-off with at most minimal human involvement. If you can get a person involved, it's far more likely that the problem can be resolved.
 
bremen1874 said:
If a courier drops a neighbour's parcel off with me I expect the neighbour to come and fetch it. I'd tell them if they didn't come for it, but I wouldn't be chasing them up the next day.
Click to expand...

For me, it depends on whether or not I see or hear the neighbour. If I'm in and I know they're in, I'll pop round with the parcel unless it's too big and/or heavy for me to conveniently carry.
 
Another email which reads they are escalating it? Not sure they seem very firm and slightly up front on their stance of this.

Dear Thomas,

I took a further look into your account and I have seen that we already investigate in this case.

I am sorry, but I can't provide any further help.

We will contact you when we have completed the investigation.

Please accept our sincere apologies for this unpleasant situation.

Have a wonderful day!

Warmest regards,
Bojan Lazarevic

I have a feeling this is going to be a battle. My girl is going to stop by a road with the same name tomorrow to see if its landed there. I feel absolutely gutted at the possibility of £400 going walkies
 
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