Amazon driver put my laptop in a bin

nheather

Distinguished Member
In that case email or letter. With a matter like this where no real progress is being made, I would want a written paper trail so that if and when a small claim is put in, there was evidence rather than he said / she said from telephone calls.
eMails are even worse. The absolutely worst way to communicate with Amazon. In my experience they take 2 to 3 days to respond and then they have deliberately or unintentionally misunderstood the question and usually answered a totally different question of their own invention.

Never tried a registered letter, never had to escalate that far, but I guess that would get their attention, especially if it is written clearly, explaining the problem, explaining what you want and giving them two weeks to resolve otherwise legal action (small claims) will be initiated.

Cheers,

Nigel
 

arenaman

Moderator
I’ve tried that route but I don’t get put through to anyone useful - often straight through to the Indian team, so most of the conversation is spent trying to explain what I mean
Have you contacted them on twitter and FB?
What about the delivery company? log a complaint there, email them, FB, twitter etc
Make a nuisance of yourself, email the CEO etc
 

arenaman

Moderator

"Under the Consumer Rights Act 2015, you’re responsible for making sure my order is delivered to me at my address or to an agreed alternative safe place. I did not agree to my order being left in an alternative place and I have not received it.”

If you’re asking for redelivery, add:

“I am now setting a deadline for delivery of ______ and ask you to deliver the item within that deadline.”

You’ll need to choose a deadline for redelivery which is appropriate to what you’re ordering.

If you’re asking for a refund, add:

“I expect a full refund without undue delay.”

Refer to an essential delivery date if you agreed one with the seller. You’ll need to refer to any essential delivery dates that had previously been agreed with the seller.

You should also make clear in your letter how you want to receive the refund - for example, into your bank account or by cheque.
 

rousetafarian

Moderator
Student
Apartment living
Car
Buying laptops on debit cards

None of this closely resembles my University years, but then again Amazon wasn’t a thing.
 

uncleclives

Well-known Member
Amazon customer service is not what it was 10 years ago. I had two items delivered to the Amazon locker but on pickup only one item was there the other worth £100 was missing. After many emails and been pushed from pillar to post on the phone I was getting nowhere. Got the distinct impression they thought I was lying and would give up. It wasn't until I told them the locker was in a supermarket and the CCTV will show me collecting only one item that they backed down and refunded.
 

Will I Aint

Active Member
to be fair to the drivers, they are under extreme pressure to meet delivery quotas, if they cannot leave a package they have to attempt a re delivery which is effectively out of their time. The issue is a symptom of the system, the drivers don't cause it.

I found a fragile crockery delivery on the floor behind my garden gate, i thought it was dropped over but i checked the cameras and they passed it hand to hand through the metal gate and placed it gently. Personally, i've not had problems with Amazon deliveries but there is a definate downhill trend driven by consumers who want it now.
 

arenaman

Moderator
to be fair to the drivers, they are under extreme pressure to meet delivery quotas, if they cannot leave a package they have to attempt a re delivery which is effectively out of their time. The issue is a symptom of the system, the drivers don't cause it.

I found a fragile crockery delivery on the floor behind my garden gate, i thought it was dropped over but i checked the cameras and they passed it hand to hand through the metal gate and placed it gently. Personally, i've not had problems with Amazon deliveries but there is a definate downhill trend driven by consumers who want it now.
The delivery drivers take a risk and I can see why they do it, most of the time they'll get away with it but occasionally like this time the wheel will come off, it's inevitable if they're leaving them insecure in bins, sheds, open porches, behind gates etc.

When it goes wrong and the courier admits to leaving something insecure, ie not delivering it to the customer or leaving in a place that has not been agreed then that should be that, refund or replacement (unless there's any evidence of the customer scamming) and let amazon and the courier sort out what went wrong internally.

It seems that amazon are condoning inadequate delivery services and think that something thrown into a soggy back garden counts as a successful delivery.Thankfully the consumer rights act disagrees.
 

nheather

Distinguished Member
Just to reassure the OP.

Appreciate that you are experiencing obstruction from Amazon at the moment and I can imagine that it is quite stressful.

But in my opinion, this is a situation that Amazon can never win, so I am confident that it will be sorted in the end, even if that means going down the legal route.

Hopefully, Amazon will come to their senses and sort it amicably and quickly rather than have to go through a legal route.

Cheers,

Nigel
 

Cameron583

Well-known Member
Student
Apartment living
Car
Buying laptops on debit cards

None of this closely resembles my University years, but then again Amazon wasn’t a thing.
I’ve just spent a year working earning decent money, hence the purchase of a laptop and car, and the living in an apartment

In addition, I also worked before going to university, and was able to take money with me

Anyhow,

This is the response I get every single time I try and escalate etc

every time

81CC5591-CC75-43B9-9804-1BC37AC4D444.jpeg
 

arenaman

Moderator
I’ve just spent a year working earning decent money, hence the purchase of a laptop and car, and the living in an apartment

In addition, I also worked before going to university, and was able to take money with me

Anyhow,

This is the response I get every single time I try and escalate etc

every time

View attachment 1205372
Laughable
 

mooperman

Distinguished Member
wow what a farce from amazon and a nightmare for you. I'd reply including the citizens advice link from above stating it is their responsibility and that as you havent signed for it and do not have it is up to them to fix this or you will seek legal advice.
 

arenaman

Moderator
If they think it has been delivered then why and how would they help police anyway? It would be nothing to do with them, the best they could say is it was left in the bin at xx time.

Like people have said it's still their item, it's their responsibility which they are trying to wriggle out of

You've got consumer law on your side and the proof that it wasn't delivered and was placed in a bin which you did not nominate as a "safe place"

Make an official complaint, you're obviously getting no sense from the chimps.

 
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Cameron583

Well-known Member
If they think it has been delivered then why and how would they help police anyway? It would be nothing to do with them, the best they could say is it was left in the bin at xx time.

Like people have said it's still their item, it's their responsibility which they are trying to wriggle out of

You've got consumer law on your side and the proof that it wasn't delivered and was placed in a bin which you did not nominate as a "safe place"

Make an official complaint, you're obviously getting no sense from the chimps.
I can't make a complaint - when I ask to make one, they ask what it's in relation to, and as soon as I mention, I get the response that the team have fully investigated the matter etc etc

The management team that have responded above are the highest I've been able to get to. They're blocking it at every step

The reason I'm reluctant to go to the police is I feel I'm then admitting it's been delivered
 

Cameron583

Well-known Member

"Under the Consumer Rights Act 2015, you’re responsible for making sure my order is delivered to me at my address or to an agreed alternative safe place. I did not agree to my order being left in an alternative place and I have not received it.”

If you’re asking for redelivery, add:

“I am now setting a deadline for delivery of ______ and ask you to deliver the item within that deadline.”

You’ll need to choose a deadline for redelivery which is appropriate to what you’re ordering.

If you’re asking for a refund, add:

“I expect a full refund without undue delay.”

Refer to an essential delivery date if you agreed one with the seller. You’ll need to refer to any essential delivery dates that had previously been agreed with the seller.

You should also make clear in your letter how you want to receive the refund - for example, into your bank account or by cheque.
I sent the following email to them earlier this week:
FAO Amazon UK Customer Services,

I placed an order with Amazon UK for a (laptop) which has still not been delivered to me.

I have not yet received my delivery and have been informed that the courier left it in a place the they thought was safe without my express permission to do so. At the time of delivery, I was in a lecture at university, and physically could not have signed for the item, even though Amazon stated I must sign for it. Upon returning home at approximately 20:00 hours, a note had been left through my letterbox stating that it had been left in a green bin outside my house. When I checked the bin, no items were there.

Under the Consumer Rights Act and the Consumer Contracts Regulations, the goods remain your responsibility until they are received by me and I would request that you now make arrangements for the item to be delivered to me without delay and would request that you confirm that you will do this on receipt of this complaint.

If you are unable to do so I will be entitled to consider our contract at an end and will expect you to refund me the full purchase price and any delivery charges.

Yours faithfully,

[name]
As you can guess, this was met with the same email I've received every time I've contacted them:

We have fully investigated this matter, including with the delivery carrier who delivered the package. Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which indicate the item as delivered:

- the timed geocode stamp of the delivery location;
- information collected at the point of delivery; and
- the package weight and reported condition upon delivery.

Accordingly, based on our investigations, we won’t be able to provide a replacement or refund for this order at this time.

If you think that someone has intercepted your item without your permission, this is a crime, and you may wish to contact your local police authorities to pursue this matter further. To assist, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.

If the issue isn't resolved after contacting local police, please contact us again and include a copy of the police report, crime reference number and details of the station where the incident was reported. Please note: to assist in obtaining a police report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will then validate the report with the local police force in question; for that reason, we are unable to accept reports filed with Action Fraud, as this is a reporting centre, rather than a local police force.

Please forward a PDF, JPG or PNG copy of the police report to the following address: [email protected]. Please be sure to include key information including:

- Name/Rank of the officer
- Name of police station
- Phone Number of police station
- Crime Reference Number

As the outcome of our detailed investigation suggests that the item was delivered, unfortunately without any such police report reporting the crime of theft or interception of the item, we are unable to take further action.

Thank you for your understanding.
 

arenaman

Moderator
I sent the following email to them earlier this week:


As you can guess, this was met with the same email I've received every time I've contacted them:
Time for a letter before action then, they're ignoring your consumer rights.
 

Will I Aint

Active Member
I'm with Nigel on this one. The crime number might just be a tactic to weed out fraudsters. I would go back to amazon and ask them for their proof of delivery as you did not see any crime being committed and you would need this detail to take to the police if you are to report a fraud.
 

arenaman

Moderator
I've has a quick look on mse forums and I've seen that standard cut and paste reply from amazon posted up by someone else in a similar position.
 

Cameron583

Well-known Member
I've now spoken to the police who have said that the best they can do is offer me a crime reference number.

I contacted Amazon again and was told that I didn't listen to them and it's not enough; they need a physical report.

The police wouldn't give me a physical report due to data protection, so I'm now at a loss again.
 

Will I Aint

Active Member
get them to provide evidence of delivery and then it's time for a letter before action
 

arenaman

Moderator
I've now spoken to the police who have said that the best they can do is offer me a crime reference number.

I contacted Amazon again and was told that I didn't listen to them and it's not enough; they need a physical report.

The police wouldn't give me a physical report due to data protection, so I'm now at a loss again.
You've accepted that the item was yours to go to the Police as the IP then, it's nothing to do with amazon now
 

Cameron583

Well-known Member
You've accepted that the item was yours to go to the Police as the IP then, it's nothing to do with amazon now
There's nothing I could do
 

nheather

Distinguished Member
You've accepted that the item was yours to go to the Police as the IP then, it's nothing to do with amazon now
I think this is OK - I don't think the OP has accepted anything. All he has said is that Amazon (their courier) has said that it has been delivered to a refuse bin while you were out but when you got back it wasn't there. So either Amazon (their courier) or some third party has been up to no good.

At least with a crime reference number, Amazon will hopefully behave differently.

Incidentally, any judge/magistrate (if it comes to that) is going to say that leaving a valuable item in an unsecured refuse bin is wholly unacceptable.

If they still won't play ball, then letter with two weeks notice then issue a small claims court action.

Cheers,

Nigel
 

KyleS1

Distinguished Member
Without them proving they delivered it. I would be in contact with my bank to do a charge back. The bank have much more weight to get this sorted with Amazon.
They need to show you evidence of you accepting that putting it in the bin is OK.
 

arenaman

Moderator
Cameron, I locked the thread because your post was disrespectful towards me when I'm trying to help you. I've now deleted it. You say you have experience of consumer rights so using your experience and the advice offered by myself and others is now to send a letter before action, that should be by registered post to the UK head office, unless there's a specific complaints address, amazon don't make it easy.

I would certainly have not gone to the police to report a stolen parcel unless I was the IP, I'd have told amazon I would support any report they make to police though, this way you maintain the stance that it hasn't been delivered and is not yours. I hope you made sure amazon were listed as the aggrieved in the report and not yourself, you're a 3rd party reporting person on their behalf.



Thread reopened
 

mooperman

Distinguished Member
As above - you need to speak to a professional about this really... Amazon are clearly not playing ball and the police dont appear too fussed either so your options are to either threaten amazon with legal or write it off.

Crap situation though mate - hope you get it sorted.
 

ufo550

Well-known Member
I'd agree, contact CAB, and ask whether this matter could be taken to a small claims court.

As been said numerous times, you ordered something from them to be delivered to you signed for. They left it somewhere out of your safe control. Amazon have not fulfilled their contract. Think a court would find on your side, with costs perhaps.

Edit: as a comparison, I received a parcel delivered by my postman, a parcel from Amazon. It was taken in by my neighbour not addressed to me by name, just address. I contacted Amazon, and explained I received a parcel not for me, but at my address. Apologies they said, don't worry about it. I asked the procedure for returning the parcel to me, they said don't bother. Keep the item or donate to charity!!
 
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