Amazon insisting on a police report to replace a missing item

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?
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  1. sixgoldstars's avatar
    sixgoldstars
    Ask your neighbour if you can borrow his new laptop to make the report online...
  2. sixgoldstars's avatar
    sixgoldstars
    shauneco

    Inb4 Brexit fairy stole it.!


    Laptops will be for the rich elite after Brexit.
    We'll all be watching our porn on calculators.
    [img]cdn2.uk.mentalfloss.com/sit…jpg?itok=VzNqwCOL[/img]
  3. YouDontWantToKnow's avatar
    YouDontWantToKnow
    All amazon will know is a parcel was dispatched at the correct weight.

    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.
  4. cchopps's avatar
    cchopps
    You need to relax. Amazon are asking you to report a theft. Go to the police station and do it. You don't know who has stolen it. It could be your neighbour, the driver or whatever.

    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
  5. .MUFC.'s avatar
    .MUFC.
    Inb4 Brexit fairy stole it.!
  6. bigweapon07's avatar
    bigweapon07
    Signed for an open box. Come on... were you born yesterday? I can imagine the cool story bro moment at your neighbours door when it arrived.
    "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"
  7. deleted631055's avatar
    Anonymous User
    The neighbour is either a hapless simpleton or a thieving git.

    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.
  8. smellyonion's avatar
    smellyonion
    tardytortoise

    it is a civil matter - it was not delivered.


    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.
  9. 85NH's avatar
    85NH
    Aeschylus

    upon my investigation it turns out this is a new Amazon policy that has … upon my investigation it turns out this is a new Amazon policy that has been rolled out, any order that go missing above £500 will now need to be reported to the police as theft..... I am not the only one to of falling foul of this new policy



    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)
  10. RaichuCx's avatar
    RaichuCx
    As far as Amazon are aware it was despatched at the correct weight and signed for up on delivery.

    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.
  11. deleted1894519's avatar
    Anonymous User
    I ordered 5 boxes lff Amazon Pantry last August to fill my cupboards and get cat food. Over £250 Ended up in hospital the day before delivery (epilepsy) and kept in for a few days.
    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.
  12. Snakeyes646's avatar
    Snakeyes646
    It's 100% wrong to assume Amazon wouldn't want a crime report... so many factors here such as the box being open so either the neighbour or you have the laptop.
  13. DaddyPig's avatar
    DaddyPig
    deleted209214109/11/2018 13:08

    I am currently waiting to hear back from amazon about a delivery that was …I am currently waiting to hear back from amazon about a delivery that was supposedly left with an unknown neighbor - who doesn't actually exist (the house number given is real, but name of the resident is not correct). Also, considering there was someone in the house throughout the delivery window given they can attest that no delivery attempt was made. They didn't even leave a delivery card.According to the guy I spoke to from amazons customer service the parcel was not signed for, and was likely still in the vehicle of courier. I was told to wait 24hrs before contacting them again if the delivery doesn't turn up.Okay, fine I thought. That sounds reasonable. I contacted them this morning, and was told that the team in charge of investigating things like this were not currently available and would email me today - which they did. However, in their email I was told that this investigation could take up to anther 48hrs. Considering I was supposed to receive my item on Wednesday, I am not very happy. I speculate that the courier either scanned my parcel accidentally, or otherwise (due to running late) skipped out my delivery to save themselves time. However, if amazon don't find out what happened to my parcel (judging by this thread that seems likely) I will most likely have to file a police report due to theft. The item cost nearly £600. I don't know whether or not the courier or my neighbor stole my parcel, but I am not dropping this until I get my parcel delivered or a refund.


    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 .
  14. 85NH's avatar
    85NH
    Amazon have been getting scammed for a while by people and they are now clamping down on it. Just go to a police station and report what happened you will be given a crime ref number just give that to Amazon and leave them to do the investigation. Just tell your neighbour you believe them but explain for you to get a refund or new one sent out you need to give the police the details of what's happened and if they haven't done anything wrong they should be okay with it. I'm sure if you don't do this the account will be closed for good and will be left paying for an item you didn't get.
  15. deleted1334677's avatar
    Anonymous User
    Contact the police and tell your neighbor your predicament, get him to tell the truth, or what best suits you, and him and amazon will be able to proceed. The missing property police case number is a formality for them to stop people from claiming things as missing just willy nilly. A replacement laptop will then be peanuts in comparison for amazon and they'll probably give that delivery driver a strike against his name. after so many build up against him. theyll see a pattern
  16. deleted1566880's avatar
    Anonymous User
    if Amazon states that you need to "nominate a 3rd party to receive the parcel if you're not available it's Amazon's responsibility." Then it's there responsibility they will have to replace or refund you. I would demand a call off the management of Amazon write a letter etc. don't just take their word for it take it further.
  17. wakkaday's avatar
    wakkaday
    When you had the box did it look tampered with? Has your neighbour has parcels before? Is he likely to have done that? The police will probably issue a crime ref on phone. Contact your credit card company they should be able to help and advise.
  18. Aeschylus's avatar
    Aeschylus Author
    I also meant to add I am more weary as we are currently selling our house and if I raise a police report and have to list my neighbour, would this go down as a neighbour dispute? as you have to tell the buying parties of any neighbours dispute now
  19. Aeschylus's avatar
    Aeschylus Author
    wakkaday

    When you had the box did it look tampered with? Has your neighbour has … When you had the box did it look tampered with? Has your neighbour has parcels before? Is he likely to have done that? The police will probably issue a crime ref on phone. Contact your credit card company they should be able to help and advise.



    yes, it was fully opened
  20. cchopps's avatar
    cchopps
    Aeschylus

    I also meant to add I am more weary as we are currently selling our house … I also meant to add I am more weary as we are currently selling our house and if I raise a police report and have to list my neighbour, would this go down as a neighbour dispute? as you have to tell the buying parties of any neighbours dispute now



    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)
  21. zworld's avatar
    zworld
    Ask Amazon for the Laptop's serial no as well.
  22. MSK.'s avatar
    MSK.
    Get the crime number from the Police. You're not accusing your neighbour, you're simply reporting that your order has gone missing. Tell your neighbour that.

    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.
  23. StevenBrown's avatar
    StevenBrown
    just report it to the police, amazon can prove they sent it because of the correct weight, you have to prove you didn't steal it
  24. Lazyoaf's avatar
    Lazyoaf
    They did NOT deliver it to you so if you paid on a credit card, contact the card provider and ask them to "reverse the transaction" .. simples...
  25. caverncity's avatar
    caverncity
    http://www.which.co.uk/consumer-rights/advice/my-parcel-was-left-with-a-neighbour-who-denies-having-it

    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.
  26. fresia's avatar
    fresia
    The Amazon Logistic staff in my area are low paid foreigners and always a different one each time, which would suggest high staff turnover. DPD were great and used to be mostly same driver , but these logistic staff I don't trust them. My boxes keep turning up damaged as well. I was also told by one of,them that they have to deliver everything and get into trouble for taking stuff back to the depot. My money is on Amazon Logstic.
  27. mutley1's avatar
    mutley1
    there is no obvious direct implications that the neighbour stole the laptop. that is for the police to ascertain. you just need to report to the police exactly what happened without any inference, which you are doing now, and just get the police report that amazon wanted.

    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.
  28. radium's avatar
    radium
    Just explain to your neighbour that you have to do this or you'll be out of pocket. Then just get a crime number from the police. It's highly unlikely they will investigate this, they don't even investigate stolen cars these days. You'll probably get a letter after a couple of days telling you that the case is closed. This dispute is with Amazon or its agent and not with your neighbour.
  29. Aeschylus's avatar
    Aeschylus Author
    Ok

    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
  30. deleted1393942's avatar
    Anonymous User
    Getting a crime ref no/incident no/log no. Should just be a formality with no investigation , same way they issue them for insurance purposes, once provided to Amazon it should be pretty straight forward and the matter should be closed in your favour
    (edited)
  31. mutley1's avatar
    mutley1
    Aeschylus

    OkPhoned 101, he would not issue me with a crime number he said am I … OkPhoned 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 himall he would give me is his collar number



    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.
  32. DaddyPig's avatar
    DaddyPig
    Just over 2 weeks ago a neighbour took some parcels in for us, she would not give us these parcels, I phoned the police and they said its nothing to do with them, its to do with amazon, the police said amazon would sort it with their fraud department, the police would get involved at their end and contact the police at my end .

    Amazon just sent out some replacements .
  33. mutley1's avatar
    mutley1
    crime reference numbers can sometimes be very silly. my dad's door was kicked down by the police because they thought he was having a heart attack inside. as he lives in a housing association house, the housing association won't replace the door unless it was a crime so they asked me to ask the police for a crime reference number.

    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.
  34. deleted255979's avatar
    Anonymous User
    send the box off for forensic test see if your naighbours sticky fingers are on inside the package or the delivery drivers.
    Amazon do pack up really well, was any bubble wrap missing?
    a laptop is pretty big, and I'm sure something is fishy here !
  35. cchopps's avatar
    cchopps
    Aeschylus

    OkPhoned 101, he would not issue me with a crime number he said am I … OkPhoned 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 himall he would give me is his collar number



    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)
  36. tardytortoise's avatar
    tardytortoise

    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.:-

    It’s the seller’s legal responsibility to make sure the item is delivered … It’s the seller’s legal responsibility to make sure the item is delivered to you.



    If your item wasn't delivered to the location you agreed (eg it was left … If your item wasn't delivered to the location you agreed (eg it was left with your neighbour without your consent), it's the seller's legal responsibility to sort out the issue.




  37. pb22's avatar
    pb22
    I agree with many opinions here, something seems fishy as the op does not want to do anything to sort it out but expected another laptop to be sent out, in his situation i would want to know what happened and who is to blame and who can and can not be trusted
  38. miikeyblue's avatar
    miikeyblue
    pb22

    I agree with many opinions here, something seems fishy as the op does not … I agree with many opinions here, something seems fishy as the op does not want to do anything to sort it out but expected another laptop to be sent out, in his situation i would want to know what happened and who is to blame and who can and can not be trusted



    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.
  39. Aeschylus's avatar
    Aeschylus Author
    pb22

    I agree with many opinions here, something seems fishy as the op does not … I agree with many opinions here, something seems fishy as the op does not want to do anything to sort it out but expected another laptop to be sent out, in his situation i would want to know what happened and who is to blame and who can and can not be trusted



    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
  40. Aeschylus's avatar
    Aeschylus Author
    so I am now officially screwed......

    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.
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