A few days ago I ordered a watch costing £255 from Amazon. It was sold by the manufacturer and fulfilled by Amazon. It was delivered the next day and because it was a relatively high value item I had to give the delivery driver a passcode.
I opened it immediately on receipt and the watch was missing from inside the product packaging which is a zip case. I contacted Amazon immediately on livechat. They advised me that I need to report it the police and obtain a crime reference number. They believe the package was tampered with. Amazon told me I would receive a refund once I sent them this.
I reported it to my local police station and they wrote the incident no. and crime reference no. on a Constabulary compliments slip which was also stamped with the official stamp. I sent a scan of this to Amazon. They are now saying this is not enough and I need to send them a police report. I went back to the Police station and they said they had never come across this. The person on the helpdesk said someone would get back to me. She called me 30 mins later and said that I needed to make a Subject Access Request. But I don't think this will be a police report which Amazon would accept.
There two key pieces of information. I own a watch from the same manufacturer with the same zip case. It has two types of foam inserts. There is indentation on both foam inserts where the watch has been sat. On the one I received from Amazon there are no indentation marks whatsoever. Also I checked the manufacturer's seller feedback on Amazon. There is another customer who has had the same thing happen to them.
The police do not believe the package has been tampered with and I agree with them as there were no evidence of this. They said they were not going to take any further action as they believe it is for internal investigation within Amazon.
If I'm wondering if Amazon don't accept what the police send from the Subject Access Request. Could I sue Amazon in a small claims court?
I don't really see any other option. I contact the manufacturer through Amazon and they said I need to follow Amazon's procedures to obtain a refund.
Many thanks.
I opened it immediately on receipt and the watch was missing from inside the product packaging which is a zip case. I contacted Amazon immediately on livechat. They advised me that I need to report it the police and obtain a crime reference number. They believe the package was tampered with. Amazon told me I would receive a refund once I sent them this.
I reported it to my local police station and they wrote the incident no. and crime reference no. on a Constabulary compliments slip which was also stamped with the official stamp. I sent a scan of this to Amazon. They are now saying this is not enough and I need to send them a police report. I went back to the Police station and they said they had never come across this. The person on the helpdesk said someone would get back to me. She called me 30 mins later and said that I needed to make a Subject Access Request. But I don't think this will be a police report which Amazon would accept.
There two key pieces of information. I own a watch from the same manufacturer with the same zip case. It has two types of foam inserts. There is indentation on both foam inserts where the watch has been sat. On the one I received from Amazon there are no indentation marks whatsoever. Also I checked the manufacturer's seller feedback on Amazon. There is another customer who has had the same thing happen to them.
The police do not believe the package has been tampered with and I agree with them as there were no evidence of this. They said they were not going to take any further action as they believe it is for internal investigation within Amazon.
If I'm wondering if Amazon don't accept what the police send from the Subject Access Request. Could I sue Amazon in a small claims court?
I don't really see any other option. I contact the manufacturer through Amazon and they said I need to follow Amazon's procedures to obtain a refund.
Many thanks.
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40 Comments
sorted byEither way, not a nice situation and hope you get it sorted.
Not clear why the customer is expected to report loss of Amazon's property.
Took a lot of persistent arguing to get the refund, nobody cared. I spent a few days calling every few hours.
If you paid on a debit card contact your bank and request a chargeback.
There is a scam with expensive items ordered from Amazon not being sent and either an empty box or another small item being sent instead.
One example -
theguardian.com/mon…use
They are just wasting police time.
And I am astonished you have a local police station (edited)
Wondering what my chances are suing Amazon in a small claims court. (edited)
You shouldn't have to,
but you could attempt to expedite to resolution by offering to provide a "statement of truth" similar to Amazon's request (not customer request) outlined 3+ yrs ago:
hotukdeals.com/dis…144
In OPs case this should include whatever form plod used to record OPs report of Amazon failing to deliver a product.
Seems kinda weird that plod would be bothered to accept a request to record a non-delivery event,
and equally weird plod would accept to record a non-delivery notification from effectively a 3rd party unrelated to the cause of non-delivery.
Regardless, plod should provide a copy of whatever electronic doc holds OPs report as long as the OPs SAR request is reasonable / satisfies Right of Access.
Or could cut to the chase and just go straight to letter before action to Amazon, but at maximum one month retrieving the plod report would be the fastest resolution route of those two options regardless of its farcical concept.
ico.org.uk/for…me/
The only solution is to contact managingdirector@amazon.co.uk and be persistent, they may try and encourage you to raise a chargeback as this gives them an excuse to close the account, don't do that.
Keep fighting for resolution then close the account and open a new one with a new email address.