A shopper has asked for help after two of their Amazon deliveries were stolen while he wasn't home.
The shopper, who asked to remain anonymous, told the consumer watchdog, Which? how he had two orders stolen from their doorstep. When the first item disappeared, Amazon refunded the order after some "chasing" and promised the shopper it wouldn't happen again.
They then ordered a £40 toaster, which also disappeared from their doorstep, despite them selecting "no safe place" when ordering.
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They told Which? : "When I contacted Amazon, it told me that it sent a one-time passcode which I provided to the driver. I never received this code. Amazon also claimed it had a photo of the parcel outside my front door and refused to provide me with a refund on that basis.
"Please advise me on how I can get my money back."
Tali Ramsey, consumer rights expert at Which? responded to the query and expressed her frustration with the situation. She added that Amazon is responsible for the safe delivery of orders.
She said: "It's frustrating that this has happened to you for a second time. Under the Consumer Rights Act, a retailer is responsible for the safe delivery of your online order. As your delivery was left on your doorstep without your permission and was subsequently stolen, the retailer is breaching the contract it made with you when you made the order.
"Therefore, it must refund you or send you a replacement. You should contact the retailer again and explain this to them.
"It will also be useful if you can provide any evidence to support the fact that you didn’t receive the order, such as phone records showing that the one-time passcode was never received. Theft is a crime, so you can also report it to the police, particularly as this has happened before.
"It is likely that the retailer will cooperate with the police investigation if there is one, and this may help with your refund or redelivery request."
Tali also shared a three tips to make sure people don't end up in the same situation. These include; nominating a safe place or asking a trusted neighbour to accept parcels on your behalf and ensuring online account have your correct mobile number and details.
She also reminded people retailers may have on record that an order was delivered, but if you didn’t receive it, you can argue that the delivery wasn’t completed as it wasn’t handed over to you or to someone else at your address.
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