Amazon Issue - Item says delivered, but not delivered and refusing to refund or re-attempt delivery.

[Gibbo]

Hi there


Wondering if anyone here has had such an issue before.

Ordered a Avalla X-200 Smart Dehumidifier last Friday for £329.
Item was supposedly delivered last Sunday at 21:02 and handed to resident.

No such delivery happened, no attempt picked up on any of the external cameras either, so 100% not received.
Checked with neighbours and nothing.

So put a complaint into Amazon, system says contact the seller, done this but they say contact Amazon as delivered by Amazon.
So gone through this process but every time the response is file a police report.

Filed a police report, police rang me back requesting evidence of delivery such as a signed POD or photo evidence of where it was delivered. Amazon cannot or refusing to supply either, only willing to send their generic email stating parcel handed to resident but no proof of signature or photo, as such police cannot generate a crime reference number.

As anyone had this issue before? Any solution apart from raise a dispute with your credit card company?

I've got to say the interaction and customer service is absolute woeful. They literally close the chat and won't get anyone in management to call back.

 

[Gibbo]

Do call back Gibbo rather than web chat. You get a human who will hopefully bend over backwards to please you (oh errrr)

Called them twice, first one reead the same script and then just hung up on me.

Called again and second person still reading from same script and can’t give me any proof of delivery and won’t accept that police won’t accept their online account saying delivered and require an actual proof of delivery or attempt of delivery to give a crime number.

Amazon refuse to help further so requested to speak with a manager told no one available and suggested I keep calling back so I requested a call back but that’s a service they don’t offer.

In short they seem unable and unwilling to help and as such basically forcing me down the chargeback route, even informed them our cameras detected no motion or attempt of delivery at time they say they delivered.

It was like speaking to robots.

The police officer who called believes Amazon are tightening their refund policies due to a lot of people abusing how easily they used to just issue refunds.

Just felt like I’m banging my head against a wall trying to explain to them.

 

[Gibbo]

I do try to buy direct and my delongi dehumidifiers x3 have been fine. Sounds like cc route... going to take a few days (bought a scary amount through them ok) /annoyed about them stopping smile.

Any particular unit you recommend I ordered an Avalla 200 with 5.5l water storage as need it for our wet room and it’s looking more and more likely Amazon won’t refund this or accept they have either delivered to totally wrong address, stolen by driver or not delivered at all. As such I’ll have to do chargeback and buy from elsewhere.

 

[Gibbo]

Good luck, I totally banned Amazon from my bank account. That is how much trouble i had with them.

Might be doing the same once Picard season 3 is finished and closing the account, never had an issue previously and have spent quite a bit with them. This lack of support and rudeness is quite shocking.

 

[Gibbo]

I don't know if it's still a thing but you used to be able to email [email protected] and you'd get someone more senior looking at it.

Worth a try before chargeback at least. Chargeback would be my last resort as it will likely get you banned.

Point out you have cameras, and expensive items usually have codes for the delivery to help prove you received it.

Dropped an email over see if I get any response.

 

[Gibbo]

Hi there

So as suggested I dropped an email last weekend to Jeff.

I got a quick response apologising for the treatment and poor service with guarantee it would be investigated to try and ensure it does not happen again.
I was promised a refund which was been initiated immediately and would be with me within 3-5 days.

So this weekend comes, 7 days later (5 working days) and no refund showing.
So I reply back to the CS person and the Jeff email address again, to this time get a different tone and that no refund shall be getting processed as they believe the item was delivered to correct location, even though I sent over my RING camera logs showing no motion or door bell rings at any time on the attempted delivery day.

Same old response, need a crime number to go further and Police won't give a crime number as their is no evidence of a crime committed due to Amazon failing to provide a POD, Code or image of delivery or their driver been unable to provide a description of who they delivered too. They cannot provide any of the above.

They seem to fail to understand that the driver in his van ticking the box saying delivered just because he is in the local vicinity does not actually count as proof of delivery.


Anyway I rang AMEX this morning, who told me to file dispute online along with my delivery statement / time with Amazon, then my RING logs showing no motion or ring events at their stated time.
A few hours later and AMEX have already investigated the case, closed the case in my favour and issued a refund, stating the evidence in question shows myself as able to truly prove no delivery attempt was made at my address and what Amazon is providing as proof of delivery actually proves nothing.

AMEX amazing, Amazon shocking, I do not understand why they are not getting signatures for deliveries especially high value ones, it seems total stupidity and / or taking photos.

Learnt my lesson, won't be buying again, pretty gutting as I do order a lot from them and never had an issue, but when I did have an issue they did not just fail to give adequate service they failed and were rude.

 

[Gibbo]

Will be interesting to hear what Amazon do next, normally they go down the route of banning the account.

The MSE forums are always full of Amazon experiences like this. I get that they probably have customers trying to fraudulently claim stuff every day, but when you have a cut and dry case like this where you can supply video evidence of no delivery attempted then it just beggars belief. Unless of course they can provide a picture of the delivery sat in front of your door to suggest a fault with the camera.

Totally agreed, they cannot provide any evidence of a true delivery attempt. I suggested to them all deliveries that do not fit in a post box or over a certain value need to be signed for and if left at the door to take a photo just like in Covid times.

They are far to reliant on their automated GPS systems and drivers been honest it seems, as I suspect as it was supposedly delivered past 9pm on a Sunday the driver has either just chucked it in one of the farmers fields near our address and checked the box for delivered on his system or simply stolen it. Needless to say I do not have it and neither do my neighbours.

Yep they will no doubt ban my account, once I've watched Picard if they don't ban my account I shall terminate my PRIME membership anyway.

 

[Gibbo]

Always do live chat with Amazon on this sort of stuff. they will sort it over live chat. you also have proof of no dleivery because there is timestamped video showing at the time of supposed delivery, no delivery took place.

I started on live chat, I then rang them, emailing Jeff was last resort!

 

[Gibbo]

Actually in my experience even for cheap stuff they do this!

Anything expensive often they ask for a code to confirm it, which is fine.

For cheaper stuff, if I'm not home or miss the door, they leave in my side garage and snap a pic.

I can confirm though AMEX are amazing, and well worth being a customer just for how good their support has been when I've needed it.

Maybe the whole signing for items is area specific, the only item they ever ask for any form of receipt of delivery is alcohol where they won't hand over until DOB is given.
All other items they put in the post box or ring the doorbell, but rarely ask to be signed for.

Having never disputed or returned an item before I did not expect the poor treatment especially having ordered so much stuff over years.

 

[Gibbo]

It's not just the residents to worry about but the drivers as well.

So yes, they should use it everywhere ideally, if the item is over a certain value, reduces fraud.

This the pin should be everywhere, like I say we have never been sent a pin for any amazon parcel and never requested a signature, but I guess we are low risk.

Anyway I emailed the Jeff and manager again last night, Jeff one has responded again, change of tone to apologies and a refund is approved but they can see my bank has refunded me and as such no further action required. So I guess in the end they would have done the refund (maybe) but as they can see AMEX have disputed it their end they have basically said check with your bank.

AMEX have the case as closed and won, so I assume that is the end of it and Amazon have accepted fault, if they cancel my membership or black list me I shall let you know.

 

[Gibbo]

Good if they don't ban you for it then!

Just the flip-flopping attitude they have leaves a lot to be desired I think.

Absolute shambles to be honest, doubt I will use them again, certainly not for anything of value anyway.
Me and the Mrs have agreed if we need stuff and we can get it from a high street or retail park for more or less same money we shall do so and support the smaller more specialist companies.

So can anyone recommend a decent dehumidifier / AC combined unit ideally, with removable tray, budget upto around £350 from say likes of B&Q, Toolstation etc?

 

[Gibbo]

If you charge back against their approval then they absolutely can do this. Charge back is last resort.

I think in the way they treated me, I was well within last resort to go down charge back route.