Amazon asking police incident report for lost items

Posted 28th Feb 2022

Hi all,

I've got a problem with Amazon. The delivery driver left my items(shampoo, mouthwash, etc. general home shopping around 36 quid) outside of the apartment and my items were not there when I've arrived home,

Raised that issue straight away to amazon and they told me I need to provide a police report for that. I've created an online crime report and submitted it to the local police and they told me amazon need to issue me a refund because they are responsible for handover the items to the customers. They also provide me with a reference number but not a police report.

Amazon still refusing to answer my emails, they only send me the same automated email and say 'we need a police report' Customer care guys are so disrespectful and they don't want to chat with me about this issue. They all said it is something to be fixed with the police.

How it can be possible a company like Amazon didn't have any proof of delivery and they still insist it is not their responsibility.

Any ideas?

Thanks

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28th Feb
Similar threads have been previously posted, although cannot recall anybody bothering to state the route to eventual solution.

Random observations:
legislation states that the risk does not pass to the buyer until the items are in the "physical possession" of the buyer. Delivery to a location rather than a person does not satisfy "physical possession" unless the location is only accessible to the recipient (e.g. through the specific recipient's letterbox / designated safe location).
Amazon will usually accept a "statement of truth," rather than silly police incident report which is unrelated to the buyer.

Summary:
if Amazon chooses not to fall over at what should be an unnecessary gesture-of-goodwill offer to provide SoT or simply declines to enter into comms, consider quaint Letter Before Action sent to reg office referencing:
Consumer Rights Act 2015 Section 29
29 Passing of risk...
(2) The goods remain at the trader's risk until they come into the physical possession of —
(a) the consumer...
legislation.gov.uk/ukp…/29
28th Feb
Forget emails just go on live chat I get refunds all the time with no issues .
28th Feb
Change_Me28/02/2022 14:49
Should have got it delivered to a locker then if you knew you wasn't going …Should have got it delivered to a locker then if you knew you wasn't going to be in, or just bought the items from local shop

I use these, a lot more convenient. I have one across the road which opens by connecting to the Amazon app on my phone via Bluetooth.
28th Feb
Just keep calling them eventually you'll get connected to someone who will just issue the refund there and then. I had this situation last year with a £300 device that was showing delivered but I hadn't got it (pretty sure the courier stole it as my replacement didn't have any external packaging so it was obvious it was worth £££). They got me to sign a statement saying I hadn't received it and when I chased then a few days later they issued a replacement for next day delivery.

Not sure if the jeff@amazon.com address still goes to the CEO but might be worth CCing that if you email them a complaint about it.
28th Feb
Just do a chargeback.
28th Feb
I don't see why you need to contact the police if the delivery went missing before you received it.

You could try emailing jeff@amazon.com (edited)
28th Feb
Change_Me28/02/2022 14:49
Should have got it delivered to a locker then if you knew you wasn't going …Should have got it delivered to a locker then if you knew you wasn't going to be in, or just bought the items from local shop

Well done.
28th Feb
Maybe I’m lucky but have always found amazon cs to be over generous if anything. How do you know it was left outside and did you agree to this? How do you know it was “stolen” most apartment blocks have a no items in communal areas rule so was it just moved? When you got the it’s on it’s way notification why not be home? Or arrange with a neighbour? Never got asked for a police report when the driver actually stole my instapot so seems strange to me.
28th Feb
"How it can be possible a company like Amazon didn't have any proof of delivery and they still insist it is not their responsibility."

It's their terms unfortunately. I don't think they stipulate they they need to provide you with any proof of delivery in their terms. You can fight at the small claims court and you will win your money back but at what cost? They'll probably blacklist you.

It's sad. Next time just order to an amazon locker.
28th Feb
Did you tell them the items vanished from outside your apartment?
You should have just told them you never received the delivery. That way it will be their responsibility to chase up with what happened.
Because of dodgy delivery drivers out there I never select the leave at a safe place option. They eitehr deliver when I am at home or with my neighbour, if no one is in they can deliver again later/day after.
28th Feb
As the police have said it is Amazon's responsibility until the parcel is in your possession.

If it was never in your possession then it has been stolen from them, or the courier's that they have a contract with. If they want the police involved that should be up to them.

I would try escalating your complaint to the email address on here ceoemail.com/s.p…590
28th Feb
Should have got it delivered to a locker then if you knew you wasn't going to be in, or just bought the items from local shop
28th Feb
AndyRoyd28/02/2022 14:21
Similar threads have been previously posted, although cannot recall …Similar threads have been previously posted, although cannot recall anybody bothering to state the route to eventual solution.Random observations:legislation states that the risk does not pass to the buyer until the items are in the "physical possession" of the buyer. Delivery to a location rather than a person does not satisfy "physical possession" unless the location is only accessible to the recipient (e.g. through the specific recipient's letterbox / designated safe location).Amazon will usually accept a "statement of truth," rather than silly police incident report which is unrelated to the buyer.Summary:if Amazon chooses not to fall over at what should be an unnecessary gesture-of-goodwill offer to provide SoT or simply declines to enter into comms, consider quaint Letter Before Action sent to reg office referencing:Consumer Rights Act 2015 Section 2929 Passing of risk...(2) The goods remain at the trader's risk until they come into the physical possession of —(a) the consumer...https://www.legislation.gov.uk/ukpga/2015/15/section/29

Example of similar threads from 2019 mentioning "declaration of truth" option where one OP makes statement "All sorted now thanks lol"
hotukdeals.com/dis…144
and
hotukdeals.com/dis…436
28th Feb
TYRONE201228/02/2022 21:25
Forget emails just go on live chat I get refunds all the time with no …Forget emails just go on live chat I get refunds all the time with no issues .

"...they don't want to chat with me about this issue."
28th Feb
I used the jeff@amazon.com email to get in touch with the senior customer service team a couple of months ago and received compensation for a non-delivery which I had to re-order at a higher price. So just emphasise you did not receive the package as advised by oters, I can't see them getting too worried over some groceries. (edited)
28th Feb
AndyRoyd28/02/2022 21:59
"...they don't want to chat with me about this issue."

Ask to speak to a manager and keep pushing. I had issues with returns not going through the system, took a week of complaining and I got my money back. (edited)
1st Mar
kos1c28/02/2022 22:53
Ask to speak to a manager and keep pushing. I had issues with returns not …Ask to speak to a manager and keep pushing. I had issues with returns not going through the system, took a week of conplaining and I got my money back.

OK.
@Barisba: kos1c says to ask to speak to a manager and keep pushing. kos1c had issues with returns not going through the system, took a week of conplaining (whatever that is) then kos1c got money back
2nd Mar
TYRONE201228/02/2022 21:25
Forget emails just go on live chat I get refunds all the time with no …Forget emails just go on live chat I get refunds all the time with no issues .

Agree, it's always worked for me.
2 m ago
Amazon is a thief!!!