Posted 23 December 2023

Amazon order not received but it showed delivered

Hello everyone,

This is my first post here. I ordered the Meta Quest 2 and an Uber Eats gift card from Amazon during a deal. On the delivery day, I was at home the entire time. However, no one even knocked on my door, yet the status updated to 'delivered'. I was shocked when I saw this. I immediately contacted Amazon, and they told me to wait for 72 hours while they investigated. After 72 hours, I contacted Amazon again, and now they're saying it was delivered using a one-time passcode, which is impossible in my case. I'm certain that no one knocked on my door, and no one else knows that one-time code. I have no idea how it could be marked as delivered without my knowledge. Also, my email address and Amazon account have not been hacked.

Please, members, help me with how I can take action and get my money back. Thanks in advance.

Update : after researching Reddit I was able to know that if I share the mobile number in delivery instructions they can show it as delivered without one time code and I have done exactly the same.

Update 2: Amazon refunded me. Someone from customer executive team looked the issue and provided full refund. Thanks everyone for help
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  1. AndyRoyd's avatar
    Initial non-waffle comms to Amazon may be something like:

    1) Ordered Product1 ASIN ########1 & Product2 ASIN ########2 on dd/mm/yyyy via order no xxxxxxx.

    2) Order is recorded as out for delivery dd/mm/yyyy but no delivery was received at delivery address.

    3) Subsequently checked Amazon tracking that states order has been delivered even though order has not been delivered to nor received by the customer.

    4) Customer categorically states all items within the order have not been delivered to the customer regardless of any clearly flawed OTP system.

    5) As legal definition of "passing of risk" has not occurred, please indicate if Amazon intends to either:
    satisfy the order by delivering the order to the customer,
    or
    process full refund.

    Regards.

    That sort of phrasing will not magically resolve the issue,
    but is likely succinct enough to convey basics of issue to a first-time reader and will be the reference for subsequent discussion.
  2. RoosterNo1's avatar
    Email outlining the problem:
    My item was not delivered, even though customer services say otherwise.
    Please resolve this or I shall take legal action, you have 14 days from the date of this email to offer a resolution.


    See what they say, if after 14 they won't play ball, report it to the police and action fraud.
    Then do a chargeback.
    Aariyan's avatar
    Author
    Should my first email to them like this or just explaining them the problem? And if they don't respond then send this email?
  3. AliasTheJester's avatar
    OP is trying it on and I wouldn't believe a reddit post as proof that they can access your OTP without any kind of audit trail on the device used for confirming the code and delivery by the courier.
    Pájaro's avatar
    Not sure why you'd so certainly state that the OP is trying it on, when you've missed or failed to understand key info here.

    For the sake of clarity, Amazon valuable goods can be accepted via OTP orthe last two digits of a customer phone number. The OP here included their number in the delivery instructions, so the Amazon delivery guy was able to use it to claim confirmed delivery. It's something which happens very, very frequently.
  4. adam.mt's avatar
    (i) Have you contacted Amazon again, telling them that it definitely hasn't arrived?

    (ii) If they don't act, then you need to keep pestering or make an official complaint (contact CEO team).

    (iii) How did you pay? If on credit, then contact them; if debt card, look into chargeback.

    (iv) Letter Before Action and Small Claims Court.

    (iii) and (iv) will likely involve Amazon banning you.

    More detailed guidance available via Google search/Which?/Citizens Advice Bureau.
    Aariyan's avatar
    Author
    I) yes they kept saying the parcel is delivered using Otp so they can't do anything

    ii) how to make an official complaint or by contacting CEO team?

    iii) debit card
    iv) what does this means
    v) yeah that's why I don't want to raise charge back it's my old account and I want to use it
  5. leeanne123's avatar
    The drivers are able to access the OTP apparently, there have been a few posts on here about the same thing going on.
    jsac's avatar
    disagree and if you can prove it, please do

    The OTP runs thru a live system of checking, same as a the DOB checks, the OTP will not and cannot be changed/checked even by Amazon office/CS Staff
  6. AndyRoyd's avatar
    [deleted]
    Aariyan's avatar
    Author
    Can I contact him about this Matter? Will he help me ?
  7. BluesFanUK's avatar
    Amazon delivery is shocking. I had a parcel delivered yesterday - 3 cars in the drive and the delivery driver stuck the parcel behind the bins, didn't even bother knocking either.
    dunny06's avatar
    The same thing happened this morning at 8 am when he didn't knock on the door and went up the path straight through an electrical wire for my Christmas lights that were on the fence and left the parcel by the gate. Managed to get some compo off Amazon for the damage.
  8. Azwipe's avatar
    Contact managingdirector@amazon.co.uk and be persistent. Don't waste your time on chat and do not raise a chargeback unless you no longer want to shop with Amazon. As long as you don't have a history of claims you should be fine.
    Aariyan's avatar
    Author
    Do I write in that email everything from start to end what happened and what I think also happened as I think they used my phone number to verify that without delivering it. It will be long email in that case (edited)
  9. Turret-Buddy's avatar
    That's sucks, hope you get it sorted. Check Google for some help then put reddit at the end of the search, lots of useful info out there. Might take some time tho. Good luck, hope your Xmas isn't ruined by this
  10. stedaman's avatar
    i'm guessing u don't have cctv? Should really invest in some cctv for front door, solid proof. (edited)
    yorkie12's avatar
    Can't really show them a video of someone not turning up.
  11. AndyRoyd's avatar
    Please link to this 'two digit' in Amazon's T&Cs...

    Purely observational re Amazon procedures with no indication of frequency of any abuse:
    If you're unable to receive the package, share the OTP or the last two digits of the delivery address phone number with someone you choose and they can receive the package for you in person.

    51824211-hne0U.jpg
    amazon.co.uk/gp/…LE3
  12. qbs's avatar
    Is there any way to keep your contact phone number off the address label?
    AndyRoyd's avatar
    Not convinced the customer tel nmbr is routinely included in address label detail.
    OP makes no mention of del label in phrase:
    share the mobile number in delivery instructions
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