Misdelivered Amazon package/Problem resolved

[Snazzylass]

Well, I am stumped! I've searched their site without success. Maybe a smart TUGger could point me in the right direction?

I got an email yesterday afternoon saying my package had been delivered. They even included a photo of it near the front door - but not my door! I don't recognize the house. I've walked my neighborhood last night and this am, checking mostly at homes with similar addresses...and I can't even find a front door that looks like the photo.

Worse, I can't seem to find on Amazon how to contact them Help!!

 

[Sandy VDH]

1-888-280-4331

 

[Luanne]

We had that just happen with a USPS delivery. Supposedly to our mailbox. Nope.

However, back to Amazon. Dh has had a couple of things not delivered, and I have as well. As I recall we got ahold of them somehow online, it may have been through the order placed and Amazon replaced the items we didn't get.

 

[Karen G]

On the Amazon website, go to your account and then to "your orders." Find the order you didn't receive. Click on "problem with order" and it will tell you what to do.

We had one last week--a hedge trimmer. We got the notice that it would be delivered by 9 pm on Tuesday night. When I clicked on tracking info it said that the package was delayed, and it never arrived that night. The next morning I clicked on the tracking info and it had changed to say that it was delivered at 7:30 pm Tuesday night. We were home the whole night. We have a distinctive squeak to the gate that leads to a courtyard at our front door. No one came through the gate.

When I clicked on "problem with order" I was instructed to contact the seller, which I did. The seller promptly replied that it had been delivered, but I responded that it had not. The seller said give it 48 hrs. to see if turns up. I did and the package didn't appear. Now the seller says he'll ship a replacement but so far none has been shipped. I'm giving it another couple of days then I'll have to get Amazon involved and leave feedback on the seller.

 

[Snazzylass]

Thank you, Ladies! I knew y'all would have some ideas
Turns out they are not answering their phone right now. I'll keep the number for future reference - so, thank you!

Guess I'll have to try Karen's route. It feels like they are passing the buck a bit. I'll do some more research and update y'all. Many thanks!

 

[LisaH]

This has happened to us too. Fortunately the person who received the package by mistake dropped it off at our door a few days later. There are still plenty of honest people in the world

 

[Luanne]

This has happened to us too. Fortunately the person who received the package by mistake dropped it off at our door a few days later. There are still plenty of honest people in the world

I'm still hoping that will happen with our USPS delivery. We have a cluster mailbox, so I'm guessing the packages (there were three) were put in the wrong one. Besides contacting USPS and putting in a claim with them I also contacted Nordstrom, where we had ordered from. All I wanted to know was if USPS couldn't find the packages what could be done. Nordstrom is sending out replacements, no questions asked. So if the original packages are found we could be swimming in product.

 

[R.J.C.]

This has happened to us too. Fortunately the person who received the package by mistake dropped it off at our door a few days later. There are still plenty of honest people in the world

And lots of dishonest ones based on the front porch theft videos circulating.

 

[GetawaysRus]

I've had something a bit different happen. I ordered a small item (needed some button batteries.) The Amazon package was delivered, but the box was empty. The tape on the box wasn't perfect, so it is conceivable that the item could have slipped out during shipment. Or maybe there was a packing error.

Fortunately the item was sold and shipped by Amazon (and not a third party). It was easy to go online and request a replacement. The process was completed by chat with a computer "robot" and I didn't even need to speak to a human customer rep. So this must happen often enough that their website is programmed to handle it.

 

[Luanne]

I've had something a bit different happen. I ordered a small item (needed some button batteries.) The Amazon package was delivered, but the box was empty. The tape on the box wasn't perfect, so it is conceivable that the item could have slipped out during shipment. Or maybe there was a packing error.

Fortunately the item was sold and shipped by Amazon (and not a third party). It was easy to go online and request a replacement. The process was completed by chat with a computer "robot" and I didn't even need to speak to a human customer rep. So this must happen often enough that their website is programmed to handle it.

I've had this happen as well. A couple of years ago I ordered an iPod for our dd. When it came, there was no iPod in the box. It was replaced immediately. What I don't remember is who I ordered it through, Apple or Best Buy.

 

[TheTimeTraveler]

Amazon is having a LOT of problems and issues with fulfilling and delivering orders. I placed an order 11 days ago for something simple (popcorn) and am still waiting for it to be delivered. Last year I would see my orders filled in a day or two; now I feel lucky if it satisfied in two weeks.......



.

 

[Snazzylass]

I've had something a bit different happen. I ordered a small item (needed some button batteries.) The Amazon package was delivered, but the box was empty. The tape on the box wasn't perfect, so it is conceivable that the item could have slipped out during shipment. Or maybe there was a packing error.

Fortunately the item was sold and shipped by Amazon (and not a third party). It was easy to go online and request a replacement. The process was completed by chat with a computer "robot" and I didn't even need to speak to a human customer rep. So this must happen often enough that their website is programmed to handle it.

Well, these times are a changing'....turns out my pkg was from Amazon, too - not a third party seller. They still have chat but the chat says I need to wait 48 hours...annoying! They send me a photo showing that it was delivered to the wrong house - maybe even a different subdivision ...
I guess the thought now is - wait a couple of days and see if your neighbor redelivers it.

 

[Karen G]

Fortunately the item was sold and shipped by Amazon (and not a third party). It was easy to go online and request a replacement.

Our missing item was sold & shipped through a third party. I'm going to have to carefully note who is selling the product before buying
something else. Items sold & shipped by Amazon have been excellently handled when there was a return or refund needed, but not so much
by third parties.

Returns by Amazon have been amazing because I can take the item to a UPS store and not even have to put it in a box. I just print out
the return info that shows a code, they scan the code, take the item, and give me a receipt with a tracking number and I'm out the door.
I can track the return and when it shows they got it, the refund is usually in my account as a credit or it's returned to the credit card I used.

When I've had an Amazon order that wasn't received it's usually replaced right away.

 

[Sandy VDH]

Did you not all read the warning at the top of the Amazon page. They are giving priority to essential items. Other items may take longer.

The cat toys got delays, but the Wipes I ordered came quickly. I am OK with that happening.

 

[Karen G]

Did you not all read the warning at the top of the Amazon page. They are giving priority to essential items. Other items may take longer.

It’s not a matter of the speed of the delivery. The problem is that the item shows Online as having been delivered and it hasn’t been delivered to my house.

 

[WinniWoman]

Thank you, Ladies! I knew y'all would have some ideas
Turns out they are not answering their phone right now. I'll keep the number for future reference - so, thank you!

Guess I'll have to try Karen's route. It feels like they are passing the buck a bit. I'll do some more research and update y'all. Many thanks!

If you click on your orders and go through the hoops eventually you can ask Amazon to call YOU! They call immediately to help you.

 

[Snazzylass]

If you click on your orders and go through the hoops eventually you can ask Amazon to call YOU! They call immediately to help you.

Thank you, Mary Ann, it's great to hear from you! I knew you'd be a resource
Gosh, I'll need to keep digging. I haven't found THAT button yet but Thank you!!

 

[presley]

They do make you wait the posted time. It happened to me before. Between my husband and myself, we had 4 packages that "were delivered" without a picture. I tried to do online chat with Amazon 48 hours later, but they said I had to talk to someone and that they had to call me. I put in my number and I did get a call just a couple minutes later. They have really good tracking. She was able to see the address where the packages were left and said it was the wrong address and she would immediately ship out my packages again and that if my original packages ever showed up, I could just return them by writing "refused" on the package.

About a week after that, a woman brought all the first packages to me and said that she was away on vacation and all my packages were on her porch when she returned. It was really nice of her to drive the packages to me and amazing that nobody stole them since they were on her porch for over a week.

 

[WinniWoman]

Thank you, Mary Ann, it's great to hear from you! I knew you'd be a resource
Gosh, I'll need to keep digging. I haven't found THAT button yet but Thank you!!

I am on my phone right now so hard to navigate. It is possible they changed things now because of the virus. I used to just go down any page and look for customer service or contact us. Then to “need more help.” Then from there choose the order I was having an issue with and then they gave you options to chat, email or have a representative call you.

 

[Karen G]

Update: Our package arrived today, but I don't know if it is the original order or a replacement order. I had contacted the third party seller this morning asking when to expect the replacement shipment. They responded fairly quickly that it should arrive on Thursday. A few hours later the doorbell rang and there was the box.

I noticed that on the shipping label it said it came from HomeDepot.com in Phoenix. We learned another valuable lesson from this experience. I checked HomeDepot.com just to see what the price would be. It was $15 cheaper at HD than what we paid on Amazon.

 

[Snazzylass]

Update: Our package arrived today, but I don't know if it is the original order or a replacement order. I had contacted the third party seller this morning asking when to expect the replacement shipment. They responded fairly quickly that it should arrive on Thursday. A few hours later the doorbell rang and there was the box.

I noticed that on the shipping label it said it came from HomeDepot.com in Phoenix. We learned another valuable lesson from this experience. I checked HomeDepot.com just to see what the price would be. It was $15 cheaper at HD than what we paid on Amazon.

Wow! That is quite an update! Especially the price. And, here's mine
I had also posted on our neighborhood FB group. It was suggested that the pkg might have been del'd to the development next door.
Well, I drove over there yesterday to see if the photo matched the home with my same #...NOPE!
But, on the way back in here, I recognized the home in the photo Amazon gave me in my email delivery confirmation.

So, today I went over there...and they said they drove my package over to the guard shack next door. *sigh*
Because IT HAPPENS ALL THE TIME...according to the neighbors on FB and at this house.
So, did the guard shack have my pkg? NOPE

 

[Snazzylass]

If you click on your orders and go through the hoops eventually you can ask Amazon to call YOU! They call immediately to help you.

Ha! Success! Boy, they don't make it easy! For the life of me, I could not find where to call them, but I had left my tab up on my Mac. So, I was able to reopen the CHAT where it did give me an option to talk to someone. I am getting a refund so I replace my order.

 

[Snazzylass]

**UPDATE**
Hmm, not sure how to change the subject line, but wanted to give a shut out to Amazon.
I don't have a need to be a Prime customer. So, I was prepared to wait until the end of next week for the replacement package.
DELIVERED YESTERDAY!! They must have made it a priority

 

[Karen G]

Update to my update: The package I received initially apparently was the original shipment, though it was much later than they said it would arrive. A couple of days ago we received the replacement shipment & it was also much later than they said it would arrive. I'm now awaiting an email from the seller with a shipping label to return it. All's well that ends well, I suppose!

 

[Passepartout]

**UPDATE**
Hmm, not sure how to change the subject line, but wanted to give a shut out to Amazon.
I don't have a need to be a Prime customer. So, I was prepared to wait until the end of next week for the replacement package.
DELIVERED YESTERDAY!! They must have made it a priority

Might be too late now to edit the thread title. But it can be done by the originator of the thread for a day or two by clicking on 'Thread options', I think. Near the top of a thread.

Jim