Posted 28th Oct 2016
Hi Guys
I am stumped here and dont know what to do (and probably will lose my Amazon account as well over this)
We had a parcel delivered to a neighbour we dont know by Amazon logistics, no problem I thought, until the neighbour came to the door with a open box, he apologised and said this is how it arrived and was not sure if he should of signed for it...
I get home and surprise surprise the box is intact but contents are missing (Laptop)
so I know I have a problem, I instantly take pictures and contact Amazon expecting a good reply, instead I get a "we need to investigate and will contact you within 48 hours"
Then just now I get a email saying no replacement or refund will be made until I report a crime to the police and contact them back with the policemans name and crime number etc!!!
I am disgusted, I am left with basically causing some serious grief with my Neighbour (accusing them of stealing) and getting the police involved!
Surely this should not be up to me? I checked the consumer rights and it states that unless I nominate a 3rd party to receive my parcel them Amazon are responsible for it until it is in my po cession......
has anyone else had this? Amazon said their courier delivered the parcel in good condition and at the correct weight, so they are all but saying the neighbour nicked it, but is it now me who has to report him so i get a replacement?
I am stumped here and dont know what to do (and probably will lose my Amazon account as well over this)
We had a parcel delivered to a neighbour we dont know by Amazon logistics, no problem I thought, until the neighbour came to the door with a open box, he apologised and said this is how it arrived and was not sure if he should of signed for it...
I get home and surprise surprise the box is intact but contents are missing (Laptop)
so I know I have a problem, I instantly take pictures and contact Amazon expecting a good reply, instead I get a "we need to investigate and will contact you within 48 hours"
Then just now I get a email saying no replacement or refund will be made until I report a crime to the police and contact them back with the policemans name and crime number etc!!!
I am disgusted, I am left with basically causing some serious grief with my Neighbour (accusing them of stealing) and getting the police involved!
Surely this should not be up to me? I checked the consumer rights and it states that unless I nominate a 3rd party to receive my parcel them Amazon are responsible for it until it is in my po cession......
has anyone else had this? Amazon said their courier delivered the parcel in good condition and at the correct weight, so they are all but saying the neighbour nicked it, but is it now me who has to report him so i get a replacement?
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sorted byLaptops will be for the rich elite after Brexit.
We'll all be watching our porn on calculators.
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They will not know anything else about who may have nicked it. It could be their despatch staff, courier staff, your neighbour or you.
I would want a crime number too.
I would be interested to hear what the police action is as I'm unsure if the goods are legally yours.
There's nothing wrong in telling your neighbour after you've reported it to the police that you were just following Amazon's instructions so they can establish if the goods went 'missing' on the van, in the depot etc. The report accuses no one
"Can you sign for this obviously opened and emptied box for your neighbour sir as if i was delivering it to the right person they would notice theres nothing in it but as i knew i was delivering it to you i emptied it superfast and put it down my pants and now convincing you to sign for an open empty box your neighbour has paid for. Thanks"
Signing for an empty box that was addressed to your neighbour is a stupid thing to do but there are some people that are honest, but stupid.
I would call round again and say that Amazon have requested you get a crime number and therefore you wish to inform them that if there is an investigation they may be asked to state that they signed for an empty box.
It may cause bad feeling but you never forced the neighbour to sign for it and it was their choice to take the empty box and sign for it.
Ask that in future they don't sign for anything else, thank you.
Errrrr no. Somewhere along the line the item was stolen. At the neighbours, by the courier etc. This is crime, regardless of whether it was received by the buyer.
The contention here is whether amazon should report the crime or the buyer. In this case, it is more likely amazon since the parcel was not delivered to the buyer.
This has been in place for a few months now because of how many people do refunds saying it never arrived or the box was empty. All laptops and phones are registered with CheckMend and the National Mobile Property Register (NMPR). The best thing for you to do is go into the police station when you have the time and explain to them what Amazon are asking you to do even print off or show them the emails on your phone for them to look at. You should be given a crime reference number then.
(edited)
Amazon are insured so with a crime reference number they can send you a replacement at no cost to them.
Anybody taking bets? My money is on the neighbour at this point.
Keep us updated.
Go home, no parcel, just a card saying they couldn't deliver as wasn't home to sign for it.
Marked as delivered on my account.
I phoned Amazon just to enquire when I'd get the parcels they told me they had been signed for and were the correct weight and undamaged when they left.
I explained that I've never said the boxes were damaged or items missing, but that I'd never received any boxes, and I was told to get a police report.
Did that, they kept telling me I'd done something wrong each time I went back to the station (they weren't happy with me by the end) so I filed a chargeback with my bank.
Amazon gave my bank a tracking number saying they definitely sent it and it's not their problem, with "proof" of signature (not mine, nor anyone's on this street).
Bank reversed the chargeback, let my account in negative and defaulted me due to paperwork issues on their side. My mortgage application, which had been pre-approved just fell through because of said default, and I have charges of over £600 to pay. Amazon say that because my bank refunded, even though the bank took it back, that they can't re-refund me and I'm stuck.
I've been an Amazon prime customer since I was 14 and I'll certainly never be using them for anything ever again.
The police won't want to know as the contract is with Amazon and not you . There has been no theft from you as you've never got the parcel . The theft is from Amazon and they should sort this out on their side from the warehouse it came from and the police in that area then the police in that area pass the details if they wish to the police in your area . Amazon should send out you another parcel because they have no proof you got the parcel .
How I know this as it's happened to me in the past and this is what the police have told me over the phone . I told Amazon what the police said and in the end Amazon said the police are right .
Sounds like Amazon are just trying to get out of not giving you another parcel .
yes, it was fully opened
Nobody is accusing your neighbour, just do what Amazon are asking which is reasonable. The police report will initiate your credit or laptop supply. Leave the rest to the police/Amazon. Doing nothing will most probably have Amazon thinking you were trying it on.
(edited)
Only just got Amazon logistics in our area, can now fully appreciate how crap they are. My PSVR arrived with a hole in the box. They dumped all my neighbours parcels with me, without telling me who they were for and scarpered, so I had to deliver them all. My money's on it being them if your neighbour has previously been trustworthy.
https://conversation.which.co.uk/shopping/your-online-delivery-rights-faulty-goods/
I can't find the one that was on tv about a neighbour that accepted a parcel from John Lewis i think, sure it was an iPad and the box was empty, she was arrested.
if neighbour is innocent, he would want this investigated himself as it may happen to him next time and he may find that it is his box that is left empty at someone else's home.
Phoned 101, he would not issue me with a crime number he said am I accusing someone of theft, I said no...I said this is what Amazon are requesting, he said there is no way to prove any of this and to him it is a civil matter to him
all he would give me is his collar number
(edited)
well at least you can report back to amazon and they will believe that you didn't steal the laptop, else you wouldn't have gone to the police as requested. you have done what you have been asked to do. if the police won't give you a crime reference number because they don't consider it a crime then that is not your problem. that is amazon's problem.
Amazon just sent out some replacements .
the police said that they could not issue a crime reference number as they kicked the door down themselves! they obviously haven't committed a crime. the housing association eventually accepted this and replaced the door.
Amazon do pack up really well, was any bubble wrap missing?
a laptop is pretty big, and I'm sure something is fishy here !
I'm not surprised with the police attitude. I'm no expert in this field but I would have thought this is an Amazon logistics problem, not yours. What method of payment did you use, and what was the total value?
(edited)
OP, you were right in your first post. Almost all the posters thereafter are way off beam. And Amazon customer services should be ashamed of themselves. This sort of bad experience/press will not do their future business any good.
The missing laptop has never been yours and therefore you cannot really report it as a possible crime. I am not surprised at the response you had from the police - this is not a criminal matter(yet) - it is a consumer rights matter. I'm sure Amazon would like you to get a police crime number - but they only want that to satisfy their insurance company and cannot be bothered to do it themselves.
In very simple terms an item your ordered item has not arrived - every little other detail as far as the OP is concerned is really not that relevant. If the neighbour had not turned up on the doorstep you would have been none the wiser.
I guess you will now be embroiled in Amazon customer services and they will not want to be found out and lose face by a higher up - they will try and protect their own.
So, lets now do things in the tried and tested manner.
Take a look at this web page from Citizens Advice and follow it to the letter.
And for other readers who simply cannot be bothered to follow the link here are some quotes from it.:-
I assume you missed post no 23 then?
Along with post no 7?
Certainly seems fishy, but I don't question the OPs integrity here at all.
Fairly safe to assume it was either the neighbour or the driver.
yes I did, I called the police who said it is a civil matter.... I am not going to go round threatening my neighbours will accusations... if the police are not interested what am I suppose to do? knee cap him until I get the truth
Amazon just emailed me to say, they hear from their customers daily that they can not optain a police report, however they suggest I try a different police station!! what a **** joke! and refuse to budge
Hello,
Thank you for contacting Amazon, I have just picked up your email this morning.
I understand that you have not been able to obtain a crime reference number.
Please be advised that we do receive this information from customers daily and do require this information to take this issue further.
I would advise contacting your local police authorities again, if they are unable to assist you perhaps you could try a different station.
Please forward a PDF, JPG or PNG copy of the report to the following address:
uk-deliveryinvestigation@amazon.co.uk
Please be sure to include key information including:
- Name/Rank
- Station/Organisation
- Phone Number
- Crime Reference Number
Without the police report, we're unable to take further action.