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 residence.

Amazon stated it will require a signature upon supply. So, I naturally ensured that I used to be residence 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 spite of everything I’d hear the doorbell (I’ve an Amazon Ring video doorbell, which data motion outdoors my door).

Amazon signature required
Amazon instructed me a signature can be required for the iPhone to be delivered to me.

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

After which, at 14:34, I acquired an electronic 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 instructed that the iPhone and case had been “Handed to resident” at 12:51.


"Parcel was handed to resident"

Hmm.. effectively, I used to be the one particular person residence 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 outdoors of the home revealed no hint of a package deal, and the neighbours confirmed that they hadn’t acquired it both.

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It’s all quite a thriller. Amazon claims that the package deal was “handed to resident” and had additionally stated that it will require a signature upon supply.

So how might it not be in my possession?

I did what everybody ought to do on this scenario. I contacted Amazon buyer companies. They instructed me that I needed to wait till the top of Thursday 28 March earlier than requesting a refund, as generally errors occurred… and a supply might 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 service has recorded your package deal as delivered on 26 March 2024. Please test along with your neighbors or members of your family to search out out whether or not they’ve taken supply of the package deal in your behalf.

Please permit 3 days (72 hours) whereas we examine this matter. In the event 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.

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

AMZN_UK confirmed the [ITEM] you ordered was within the package deal on the time it left our success middle and that it was delivered to you intact. In consequence, we can not problem a alternative or a refund for this merchandise.

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


The gadgets 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 outdoors 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 shall be accessible to signal for this supply.”

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

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

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

I additionally dropped a line to Amazon UK’s PR company, telling them that I used to be planning to put in writing about my expertise and giving them the chance to reply with any remark (and quite hoping they could make things better.) On the time of writing, they nonetheless haven’t bought again to me.

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

We appeared into your order and AMZN_UK has confirmed the cargo you reported misplaced was delivered to you in good situation. In consequence, we is not going to 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 admire your enterprise and hope to see you once more quickly.

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

AMZN_UK confirmed the gadgets you ordered had been within the package deal on the time it left our success middle and that it was delivered to you intact. In consequence, we can not problem a alternative or a refund for this merchandise.

In the event you should not have any additional suggestions relating to your Amazon buying expertise, please think about this problem closed, and be assured that you could be proceed buying as common.

We’re unable to offer further info on this matter and we could not reply to further emails about this problem.

Ouch. It seems like Amazon will not be solely maintaining my cash, but it surely’s refusing to even reply to questions concerning the non-delivery any extra.

After posting about my expertise on Twitter and LinkedIn it appears there are numerous 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, nonetheless, all Amazon account specialists are educated to search out the absolute best resolutions for our clients’ points.

Effectively Amazon, I may also help you discover the “absolute best decision” for this buyer. Give me my a reimbursement or ship the bloody iPhone and case that you just didn’t ship to me.

So, what are my subsequent steps?

Effectively, I can request a chargeback from my fee card firm – a method of getting your a reimbursement whenever you don’t obtain the products or companies you’ve paid for, and a retailer is refusing to refund.

Nevertheless, I’ve been instructed by a variety of people who Amazon actually actually doesn’t like folks doing this to them, and customers can discover themselves blocked from utilizing any of Amazon’s companies in future. If true, that appears to me to be quite 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 achieved that, though Thames Valley Police have instructed me that they aren’t going to research. Presumably they, like me, think about this to be Amazon’s downside.

I also can take Amazon to the Small Claims Court docket, the place Amazon can be compelled to offer 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 aren’t any different methods to get across the brick wall that’s its customer support division.

Effectively, I assume I might all the time make a video and write a weblog publish 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 professional sincere clients?


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