Amazon delivered to a neighbour that doesn't exist

Try this: https://www.which.co.uk/consumer-ri...n-if-your-parcel-was-left-somewhere-or-stolen

While you likely have agreed that it can be left with a neighbour, they clearly haven't done so.

Definition of neighbour: https://en.oxforddictionaries.com/definition/neighbour

Also, search your postcode and the house number it was supposedly left at. If nothing shows up, it means they've left it with someone at a different post code. By definition, they therefor haven't left it with a "neighbour".

At this point, you want to give them a 24 hour window, by which point you'll be going to the police with the information you have, and trading standards.
 
@Tom|Nbk

Might have missed my first message - lots of people posted at the same time.

A really strange approach from Amazon CS if the order was indeed direct from Amazon.

Amazon CS do not usually leave a full name on emails and if it was Amazon Shipping although they are not Amazon Shipping they should contact the Shipping team for you.

Can you share the tracking number at all?
 
Timber said:
I think the problem is they aren't doing anything further. They regard the item as delivered.
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that isn't what he's said though:

"Just spoke again to them over phone. Got a very sympathetic lady but the manager tried his hardest to evade me and said they have a special department for this

Apparantly the special department are investigating it I'm not holding out hope and will push my bank for a charge back possibly today as its going round in circles. "

If they're actively doing something then I'd wait for them to respond to that, I'd certainly not unilaterally instigate a charge back. You use that when you reply to them if you're still not having any joy, if they can't give an address that exists etc..

I mean the next step for them surely is to contact the delivery company/driver.
 
dowie said:
that isn't what he's said though:

"Just spoke again to them over phone. Got a very sympathetic lady but the manager tried his hardest to evade me and said they have a special department for this

Apparantly the special department are investigating it I'm not holding out hope and will push my bank for a charge back possibly today as its going round in circles. "

If they're actively doing something then I'd wait for them to respond to that, I'd certainly not unilaterally instigate a charge back. You use that when you reply to them if you're still not having any joy, if they can't give an address that exists etc..

I mean the next step for them surely is to contact the delivery company/driver.
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Ah OK. Maybe I'm being cynical but my experience is Amazon would deal with you there and then but missed this comment.

I agree the charge back in any instance is the nuclear option. When all other avenues are unavailable and you are prepared to lose an account with any associated content.
 
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Charge back request started with Halifax. Do not really care if I lose my amazon account enough is enough.

I'm getting scripted responses from here on out from Amazon. If anything changes I will cancel. CB request.

I am not prepared to put anymore precious time into this
 
dowie said:
That is a bit premature no? If the issue occurred on Wednesday then you complained and got the first reply yesterday and then an update saying they're still looking into it then I'd surely wait for that to be resolved, there is still a good chance that someone has actually got your phone and it would be a bit dodgy to charge back £400 because you've been impatient or are letting yourself get needlessly worked up about it. You shouldn't need to call up multiple times etc.. if they're already looking into it.
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How is it premature. The order was placed a week ago. I am without £400 of goods. I am getting scripted replies from Amazon from here on out from their special team that they regarded it as delivered yet the lady on the phone says they are still looking into it.

Mixed messages and as the hours go by I am more and more annoyed about it. I'll just leave the bank to swing its thing and sort it out.

I am wasting precious time. Its not unreasonable to expect an immediate resolve on this from Amazon given the circumstances
 
Only recent problem I had with Amazon was telling them that their courier was blatently lying to them about trying to deliver a parcel to me, when they had never even tried, they didn't seem to care when I explained it to their online chat that their courier was conning them, they would just say it would come the following day instead, which in fairness it did, but sitting looking at the road outside your house all day and getting a email come in saying "sorry we just tied to deliver to you" was annoying.
 
Tom|Nbk said:
How is it premature. The order was placed a week ago. I am without £400 of goods. I am getting scripted replies from Amazon from here on out from their special team that they regarded it as delivered yet the lady on the phone says they are still looking into it.

Mixed messages and as the hours go by I am more and more annoyed about it. I'll just leave the bank to swing its thing and sort it out.

I am wasting precious time. Its not unreasonable to expect an immediate resolve on this from Amazon given the circumstances
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When you said delivery was Wednesday I assume you meant this Wednesday? (You placed the order a week ago so last Friday? to Be delivered Tuesday but was delivered Wednesday and your next day delivery was refunded)

You've then complained to Amazon, I don't think you needed to call them multiple times or get worked up about it, this sort of thing happens from time to time when ordering online.

If the delivery only got messed up on Wednesday then you seem to have gone for the chargeback option within two days of the issue that they're still investigating. I think that is premature and I think if you've wasted time on it within that timeframe then you've done so unnecessarily. I'd perhaps just calm down a bit, let them come back to you in say another working day or so (perhaps when they've been able to contact the driver too) and see what they come back with.
 
Mucky_Pup said:
Only recent problem I had with Amazon was telling them that their courier was blatently lying to them about trying to deliver a parcel to me, when they had never even tried, they didn't seem to care when I explained it to their online chat that their courier was conning them, they would just say it would come the following day instead, which in fairness it did, but sitting looking at the road outside your house all day and getting a email come in saying "sorry we just tied to deliver to you" was annoying.
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This is the reason I get everything delivered to my work now. It's happened all too often to me :/
 
dowie said:
That is a bit premature no? If the issue occurred on Wednesday then you complained and got the first reply yesterday and then an update saying they're still looking into it then I'd surely wait for that to be resolved, there is still a good chance that someone has actually got your phone and it would be a bit dodgy to charge back £400 because you've been impatient or are letting yourself get needlessly worked up about it. You shouldn't need to call up multiple times etc.. if they're already looking into it.
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Indeed. As annoying as it sounds, i would probably at least give them a week before doing something like a chargeback.
 
Hmm Amazon are usually excellent with customer service.

I had a similar incident a number of years ago with a PS4, delivery claimed but nowhere to be seen.

I went through live chat and a new PS4 was sent out pretty quickly.

Genuinely surprised with their response here.
 
dowie said:
I'd perhaps just calm down a bit, let them come back to you in say another working day or so (perhaps when they've been able to contact the driver too) and see what they come back with.
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I don't disagree with the charge back point, but as someone who has been through something similar in the past few months, dealing with Amazon CS now can be very frustrating. It is right to ask 'what' and 'by when' they are going to respond. Given that there are mixed responses as to whether they are even doing anything (which to me doesn't sound like Amazon) then obviously that is enough doubt to continue to complain.

With Amazon CS (they call it ContactUS UK on their twitter team) they respond with a decision and then continue to respond the same way every single time even when you speak to the Manager or Manager's Manager and so on. They don't offer any appeal or process to escalate. It can feel like hitting a brick wall.

And after this other escalation options are limited (twitter or a third-party service like Resolver spring to mind). So I can understand why @Tom|Nbk has gone to his bank already - although I might have tried their twitter team first (even if for me they were useless).

Rifte said:
Hmm Amazon are usually excellent with customer service.

I had a similar incident a number of years ago with a PS4, delivery claimed but nowhere to be seen.

I went through live chat and a new PS4 was sent out pretty quickly.

Genuinely surprised with their response here.
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Yes, as mentioned their CS used to be very good although there may be differences in what happened in these examples. A couple of years ago when something I had ordered for Saturday delivery didn't turn up someone was trying to contact the courier and had responded there and then. They offered sending out another one, although I went to the courier to get the first one in the end. Somewhere in-between then and now it feels like the process and the level of service has changed.
 
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and this is why I just use ebay... no parcel, no problem sir here is your refund. I know people that work at both my hermes and worked at amazon and the amount of stuff that gets robbed is insane.
 
Honestly I'd call Amazon rather than contacting them via email, I've found the support to be a lot better over the phone than email and you usually get people who are more inclined to resolve things for you. Ask to speak to a manager if required.
 
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tweet them and your local police. Air out their problems and I bet they'll reach out to you. They did it to me when I tweeted that they illegally entered my house to deliver a package.
 
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