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

Uther said:
The obvious flaw being that often people aren't in. There needs to be some form of checks for expensive items, apart from a photoof a random doorway but maybe there is and some just don't bother.
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I know whenever I have ordered a smartphone I need to give the driver a pin, in addition the pin wont be released to me until the day of delivery.
 
Gibbo said:
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.
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Not having to sign for goods is a worrying state of affairs, and of course leads to incidents like yours.

Seems like we'd need the government to step in, but can't see it happening.
 
Hi there

I didn't get anywhere emailing Jeff when I had a similar issue, but I did when I emailed the UK Managing Director.

[email protected]



Make them aware you were previously promised a refund.

Make them aware that you have video evidence that NOBODY attended your property at said delivery time.



You will likely receive a phone call from a manager, make the above clear. Ask them for proof it was successfully delivered, not that the driver was near your property. Don't accuse the driver of theft, simply state that "it was not handed to me in person as per the video evidence, and I gave no permission for it to be left in a safe space".
 
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Gibbo said:
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.
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They wanted my DOB when delivering a knife block..... Yes it was a block of wood with plastic tubes inside it.

I could have told the polski delivery driver any DOB and he wouldn't have cared :D
 
-Ad- said:
They wanted my DOB when delivering a knife block..... Yes it was a block of wood with plastic tubes inside it.

I could have told the polski delivery driver any DOB and he wouldn't have cared :D
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That's law now sadly.

I tried ordering some chef's knives from a catering outlet. They wanted a copy of my passport. I told them I would not do so and bought them on Amazon (who hadn't implemented an age verification at the time).

Now amazon want to do a screening at time of purchase, with ID check on the doorstep. I don't mind this tbh.

The stupidity of companies wanting my passport when I'm paying by credit card, for which you have to be 18 to own, and shipping to myself, at my billing address, is absurd. I'd rather not get the knives online than give my ID out in that way "for storage on their [probably not very secure] system". Amazon just do a one-time ID check with one of the big companies. No issue with that tbh provided it's a soft check (which SFAIK it is). Then as you say the driver asks to see your driving licence or passport at the point of delivery.
 
ik9000 said:
That's law now sadly.

I tried ordering some chef's knives from a catering outlet. They wanted a copy of my passport. I told them I would not do so and bought them on Amazon (who hadn't implemented an age verification at the time).

Now amazon want to do a screening at time of purchase, with ID check on the doorstep. I don't mind this tbh.

The stupidity of companies wanting my passport when I'm paying by credit card, for which you have to be 18 to own, and shipping to myself, at my billing address, is absurd. I'd rather not get the knives online than give my ID out in that way "for storage on their [probably not very secure] system". Amazon just do a one-time ID check with one of the big companies. No issue with that tbh provided it's a soft check (which SFAIK it is). Then as you say the driver asks to see your driving licence or passport at the point of delivery.
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He said knife BLOCK not knives! Block is just a bit of wood :D
 
I've never had Amazon deliver when not in without them taking a photo of it in safe place or with neighbour other than once. That one time it had a letter through door saying in bin which was daft. That went during bin day as I was away for a week so thet just refunded saying in bin isn't a location.

Otherwise I've had someone say delivered, I just stated I wasn't in and there no evidence it was attempted like a photo and they sent a refund.
 
ik9000 said:
Oh!!! I thought he meant with knives in it. Just the block alone? ROFL that is a bit daft!
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HungryHippos said:
He said knife BLOCK not knives! Block is just a bit of wood :D
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Yup to this. Amazon lolz.

Also, it's very risky giving out such data.

Delivery driver then knows your address, name and DOB. Which is all someone needs to attempt to setup credit accounts at said address in your name.

Going a bit off topic now. Glad Amex sorted you out Gibbo!
 
A friend of mine has just had to wait nearly a month for a 3.5k refund (once approved) for a faulty custom build computer. Customer services were poor and took a long time to respond to emails/ calls never answered just rang and rang. Even after he was told he would be refunded he had to chase and chase and chase to get the money!

So it’s not just Amazon and no I haven’t broken the competitor rules ;)
 
My experience with their customer service has been outstanding over a very long period of time. We buy a lot on there. The "worst" issue I ever had was that I faffed around with returning something to a 3rd party seller abroad, and the returns label generated kept getting refused and returned to sender (me). They sorted that out by letting me keep the item, which was worth hundreds. :O
 
HungryHippos said:
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.
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Amex is amazing. Couple years ago I pre-ordered an import item from Japan and paid up front with PayPal, linked with Amex.

The item was released a year later but the company went bust, PayPal would have nothing of it as it's over 6 months since payment, Amex refunded me pretty much on the spot after a phone call.
 
Bought loads from Amazon over the years. Only issues I've had is when using the 3rd party sellers. So far it's always been resolved.
I tend to avoid buying direct from the 3rd party sellers. Ideal purchase is where Amazon shows as both (seller and ships from) but if it's a 3rd party seller but ships from Amazon I'm fine with that too. If seller and ships from are a 3rd party then I tend to avoid.
Just last week I broke the above rule and the item was immediately marked as Undeliverable after being sent with some text about refund will arrive in 7 days. It's not quite 7 days and but no refund yet. Bit odd as the 3rd party still has the item in stock. Why on earth didn't they just ship it again if the package was damaged or something. Still got another few days for the refund to arrive then will raise an issue. Only a cheap item so no big deal.

Hope it gets resolved soon.
 
HungryHippos said:
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.
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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.
 
I very much doubt they'd cancel your membership or black list you for a one off. At the very least they'll consider length of time as a customer and how much spent over the years. That'd be pretty bad business and that's not Amazon IMO.
 
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