Posted 28 January Hello everyone, I want to share one of my annoying experience I had with Amazon. I am sharing this because I would like to take advice from those who experienced similar issue or from anyone. And also I would like to warn people who are considering to return especially "Apple items" to Amazon. At 30th of December. I ordered iphone 14 pro from Amazon. I used it 1 day and then I realized it has a charging problem I plugged in to charge and in the morning it was stuck at 65% also the day after I checked more and confirmed that the product is broken. Then I immediately get in touch with Amazon customer service and they told me that since the item is defective they will make a full refund. Then we started the return process and in the following day UPS came to me and I gave the iphone with original box. The next day it delivered to Amazon. After 3-4 days I still didnt receive any update so again I contacted them. And then I received the e-mail indicating that they didnt receive iPhone (I attached) And also said they disposed of what they had and they have no obligation to store or send back incorrect items. Then I tried to understand what happened to my iphone for hundred times I sent e-mails I called so many times and I always receive the same automatic mails that I should send the correct item until 7th February. Finally in the last e-mail I said if my phone is lost its a criminal case so please share the IMEI of the phone and photo what you received so I can to go police and report, and they said they cant give any information. I also called UPS and they said Amazon can initiate a investigation. But it seem no one will help from Amazon. So literally, I paid 1429 euro for nothing. My phone is probably stolen/lost and Amazon has no willing to even help with that issue. I am suspicious of some systematical robbery. Also the research I made confirm that this could be an issue e.g : https://www.siasat.com/amazon-employees-arrested-in-spain-for-stealing-592000-worth-of-iphones-2025284/ and the exactly same cases like mine : https://www.mydealz.de/diskussion/amazon-falscher-artikel-zuruckgesendet-1928692#comments https://www.mydealz.de/diskussion/vorsicht-bei-amazon-retouren-1778631 note: (everyone says it mostly happen at apple item) So I would like to get advices from you. What should I do know ? I think going to police would not help me or going a lawyer. Amazon would have a lawyer army and it would be impossible to win. Probably they will blame me that I sent them empty box. I am also 4 year prime member and never thought such a case would happen in Amazon. But I learnt my lesson so I would like to also warn other people to whould like to return their products. Thank you for your time reading. best, 0 Share this post Link to post Share on other sites
Posted 28 January I really hope you placed the phone in a box etc to hide the contents? I work at UPS and so many people just send the stuff back, without any outside packaging(which Amazon themselves advice) which for a 1400 euro is asking for trouble, considering the amount of different hands which will come into contact with the return. Amazon are probably also sick of people pulling fast ones. 0 Share this post Link to post Share on other sites
Posted 28 January @RAMBO I put it into the same amazon package I received. like the attached example. But also in the UPS receipt they gave me its written package content: device So anyway carrier would know it include electronic device. My concern is, is it my responsibility of safety of return. If there are so many cases Amazon can find a solution for example carrier could take a photo, or I could package it in front of carrier and they can document it. I just trusted the process of Amazon. but it shows its meaningless. 0 Share this post Link to post Share on other sites
Posted 29 January I know someone who had a package with a returned phone get lost completely and because he had the receipt it was sent, insurance kicked in. That would have been better for you than what seems to have happened, that probably somebody opened and switched it. In your shoes, I would file charges with the police. Report the iPhone stolen at least. Accuse amazon of having stolen it since they never proved to you what was in the box that arrived. Maybe nothing will come of it but better than doing nothing. 2 Share this post Link to post Share on other sites
Posted 29 January Sorry this is happening. Don t give up ! Keep banging on Amazon's door. File an appeal in response to that awful, computer generated fob off. That is not service. Terrible. Repeat your request for visual proof of what Amazon received. Follow their robotic, computer generated procedures. Report stolen goods to the police. Send police file no. and report to UPS. I once read the small print of a parcel service and it said they were not responsible for the safety of goods during transit. Unbelievably. So I decided not to order. Responsibilty for the safety of goods, or lack thereof, must be somewhere in the 89 pages of UPS terms amd conditions. See what Amazon says in response to your appeal. If they continue the great fob off contact the Verbraucherzentral for advice and support. https://www.verbraucherzentrale.de/beschwerde Have you got legal insurance ? Good luck. Don t lose hope. 0 Share this post Link to post Share on other sites
Posted 29 January I'd like to mention it too that I had a case of failed payment this summer and it took about 3 months to get it cleared up. It wasn't amazon but big enough company to bounce this back and forth for that long. They'd send me reminders and late fees and I'd send them account statements to prove that I paid and that the payment was not cancelled or mistakenly returned. Amazon is bigger and you are only doing this for a month. You should definitely keep it going. I don't suppose you took photos of the phone being packed up. Did somebody see you do it? For 1400 it may even be worth it to go to a consultation with a lawyer, even if you have to pay for it. 0 Share this post Link to post Share on other sites
Posted 29 January 5 hours ago, optimista said: @optimista@LeonG thanks for the message, I already requested photo of what they received also I requested IMEI number of the phone so I can go to police and report it as stolen. However, they didn't provide any information. They said they disposed what that received and they are not. ( I also attached e-mails) Now I am planning to go police with all documents and contact amazon again with police report. UPS also say amazon can start investigation if they want. in worst case I will contact with verbraucherzentrale, no unfortunately I dont have legal insurance 0 Share this post Link to post Share on other sites
Posted 29 January 2 minutes ago, frkn said: @optimista@LeonG thanks for the message, I already requested photo of what they received also I requested IMEI number of the phone so I can go to police and report it as stolen. However, they didn't provide any information. They said they disposed what that received and they are not. ( I also attached e-mails) Now I am planning to go police with all documents and contact amazon again with police report. UPS also say amazon can start investigation if they want. in worst case I will contact with verbraucherzentrale, no unfortunately I dont have legal insurance I have been reading the links you provided and some customers did manage to escalate to the point of eventually getting their money back. One said it took 6 months but at least there is hope. 1 Share this post Link to post Share on other sites
Posted 29 January I have had the opposite happen to me. It was a popular new release computer game or some such, price about 60 Euro, got switched on route to tatty old book. Amazon had proof of delivery. But they believed me, and gave me a refund. I guess because I have been a customer for so long, and also that it did not cost that much. 1 Share this post Link to post Share on other sites
Posted 29 January If an item has been replaced in a package and resealed, it would not have happened at a UPS sorting facility.(could only happen on route to UPS sorting hub after being picked up, and even so the drivers are well paid and mostly long term employees and they would also know who picked up the package). As far a I know amazon returns are sent to one destination and loaded in a container which contains only amazon returns and when the container is full they send the container directly to amazon who would then unload it themselves, which is why it takes a few days to receive your refund. Where I work any opened empty boxes found are dealt with by one small team, who would then contact amazon to find out extactly what was in the package. Then a locked unit would be checked to see if the item(fell out box etc) is stored there. Also as I said before when sending items back always pack in a box etc (well sealed) so you can't see the contents, also remove or colour in orignal delivery label as on the bottom of the label it vaguely describes what was in the original delivery, eg electronics, cosmetics etc. 2 Share this post Link to post Share on other sites
Posted 29 January Also note to anyone make sure you note the IMEI number of your phone. You can block it if is nicked. 2 Share this post Link to post Share on other sites
Posted 29 January This is not helpful at all but it appears someone nicked a broken phone. It wouldn't charge so there's that. Be persistent and I hope you get a full refund. That's helluva lot of money for a phone. I'm 65 and just bought my very first new phone. Samsung for € 349. 2 Share this post Link to post Share on other sites
Posted 30 January Hello guys, update: Yesterday I contacted amazon twitter account I told the case, today I got a call from amazon I told the story again and the person I was talking was so kind and immediately refunded my money back. so, if you face that kind of issue try also social media account https://twitter.com/AmazonHelp 7 Share this post Link to post Share on other sites
