Amazon refuses to refund me £700 for iPhone 15 it didn’t ship • Graham Cluley

On Tuesday, 26 March, Amazon was alleged to have delivered an iPhone 15 and an accompanying Otterbox case to my dwelling.

Amazon stated it could require a signature upon supply. So, I naturally ensured that I used to be dwelling all day so I might signal for the supply – which I had spent over £700 on.

However I wasn’t nervous if I used to be distracted by work, in any case I’d hear the doorbell (I’ve an Amazon Ring video doorbell, which data motion exterior my door).

Amazon signature required
Amazon informed me a signature could be required for the iPhone to be delivered to me.

At 11:31, I acquired an e mail telling me that the iPhone and case had been out for supply.

After which, at 14:34, I acquired an e mail telling me that that they had been delivered.

That’s odd, I assumed. I didn’t hear the doorbell, I haven’t signed for something, and I positively haven’t acquired an iPhone and case from Amazon.

Logging into my Amazon account, I used to be informed that the iPhone and case had been “Handed to resident” at 12:51.


"Parcel was handed to resident"

Hmm.. nicely, I used to be the one individual dwelling on the home at the moment – and it positively hadn’t been handed to me. My companion (who was out on the time) confirmed that she hadn’t magically acquired it both.

A fast test across the exterior of the home revealed no hint of a bundle, and the neighbours confirmed that they hadn’t acquired it both.

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It’s all moderately a thriller. Amazon claims that the bundle was “handed to resident” and had additionally stated that it could require a signature upon supply.

So how might it not be in my possession?

I did what everybody ought to do on this state of affairs. I contacted Amazon buyer providers. They informed me that I needed to wait till the top of Thursday 28 March earlier than requesting a refund, as typically errors occurred… and a supply could possibly be delayed.

Truthful sufficient, I assumed. I’ll wait two days, after which request the refund for the non-delivery.

Two days later, after there was nonetheless no signal of the iPhone 15 or case, I requested the refund.

Customer support agent Rizza at “Earth’s most customer-centric firm” responded to my request:

It seems that the provider has recorded your bundle as delivered on 26 March 2024. Please test together with your neighbors or members of your family to seek out out whether or not they’ve taken supply of the bundle in your behalf.

Please enable 3 days (72 hours) whereas we examine this matter. In case you haven’t acquired your refund by 31 March 2024 please tell us.

Oh, so having waited two days, I now have to attend one other three days? Hmm… okay. That is starting to get a bit irritating, I assumed.

Luckily, I didn’t have to attend three days to listen to again from Amazon. Sadly, I didn’t like what Amazon needed to say once they introduced the top of their investigation on 29 March:

AMZN_UK confirmed the [ITEM] you ordered was within the bundle on the time it left our success heart and that it was delivered to you intact. Because of this, we can not situation a alternative or a refund for this merchandise.

As you possibly can in all probability think about, I wasn’t very pleased with this response. And so I emailed again:


The objects had been NOT delivered.

I used to be in the home on the time they claimed to be delivered. There was NO ring or knock on my door. My Ring doorbell has recorded NO proof of any supply or exercise exterior my door.

None of my neighbours report any supply to them.

And but Amazon claims “handed to resident”

I’ve been a Prime Enterprise buyer of yours for years, in addition to a private Prime subscriber.

Are you claiming I’m mendacity about this? My enterprise paid for an iPhone and case and we simply need it delivered or a refund.

What’s the course of for escalating this criticism?

Moreover, Amazon stated, “Signature required at time of supply. Please guarantee somebody will probably be out there to signal for this supply.”

So, in case you are actually claiming that the iPhone was delivered are you able to please present the signature? As a reminder – I used to be dwelling all the day, nobody delivered the lacking iPhone and case, my neighbours didn’t obtain a bundle addressed to me, and my Ring doorbell didn’t document any tried supply.

So, please present the signature. Or please situation my refund/alternative

Are you able to inform I wasn’t very completely happy? You’re proper!

I additionally dropped a line to Amazon UK’s PR company, telling them that I used to be planning to write down about my expertise and giving them the chance to reply with any remark (and moderately hoping they may sort things.) On the time of writing, they nonetheless haven’t acquired again to me.

However Amazon customer support did get again to me. And right here’s what they stated:

We seemed into your order and AMZN_UK has confirmed the cargo you reported misplaced was delivered to you in good situation. Because of this, we won’t be issuing a alternative or a refund for the contents of that cargo.

We’re unable to give you any additional help on this matter. We recognize your corporation and hope to see you once more quickly.

So, Amazon continues to assert that it delivered the telephone and case to me in good situation. And after I requested for photographic proof of supply, or a replica of the signature that (presumably) was given when Amazon’s supply driver “handed to resident” they ignored me.

AMZN_UK confirmed the objects you ordered had been within the bundle on the time it left our success heart and that it was delivered to you intact. Because of this, we can not situation a alternative or a refund for this merchandise.

In case you should not have any additional suggestions relating to your Amazon purchasing expertise, please think about this situation closed, and be assured that you could be proceed purchasing as regular.

We’re unable to supply extra data on this matter and we might not reply to extra emails about this situation.

Ouch. It feels like Amazon shouldn’t be solely holding my cash, nevertheless it’s refusing to even reply to questions in regards to the non-delivery any extra.

After posting about my experience on Twitter and LinkedIn it appears there are lots of many others who’ve had horrible experiences getting refunds from Amazon after it has didn’t ship costly items.

After which there was this closing kick within the tooth, after I requested that my criticism be escalated:

I perceive that you just wish to escalate this, nevertheless, all Amazon account specialists are educated to seek out the very best resolutions for our clients’ points.

Nicely Amazon, I will help you discover the “very best decision” for this buyer. Give me my a refund or ship the bloody iPhone and case that you just didn’t ship to me.

So, what are my subsequent steps?

Nicely, I can request a chargeback from my cost card firm – a manner of getting your a refund while you don’t obtain the products or providers you’ve paid for, and a retailer is refusing to refund.

Nonetheless, I’ve been informed by numerous those who Amazon actually actually doesn’t like individuals doing this to them, and customers can discover themselves blocked from utilizing any of Amazon’s providers in future. If true, that appears to me to be moderately petty revenge – particularly when it was Amazon that was at fault within the first place.

I’ve additionally reported the theft/fraud of the iPhone to the police. I’ve carried out that, though Thames Valley Police have informed me that they aren’t going to analyze. Presumably they, like me, think about this to be Amazon’s drawback.

I can even take Amazon to the Small Claims Court, the place Amazon could be compelled to supply precise proof that it delivered the iPhone 15 and case to me.

It’s, in fact, completely ridiculous for a buyer to go to such lengths to get a refund or alternative from Amazon. However it appears there are not any different methods to get across the brick wall that’s its customer support division.

Nicely, I assume I might at all times make a video and write a weblog submit complaining about Amazon’s appalling customer support – and ask pleasant viewers and readers to share them on-line.

Is there anyone at Amazon who nonetheless cares about taking care of their reliable trustworthy clients?