| Name of Complainant | |
| Date of Complaint | January 23, 2021 |
| Name(s) of companies complained against | Amazon |
| Category of complaint | E-Com & Retail |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I am a Dutch customer of Amazon.com.
ORDER # 114-7512254-8279460
My order was placed at Amazon.com on December 4, 2020. The seller lives in the US and the order was shipped from the US.
Six days after my order the Amazon and DHL information was updated as “Delivered on Dec 10, 2020”. However, I have never received this order nor have I signed for it. I have immediately contacted the seller and he in his turn contacted the DHL and came back with the answer that according to DHL information the package was delivered 6 days after it was ordered and they think that someone has signed for it so they decide that the “case is closed”. The seller is not able to open a full formal investigative claim with them because he is not the account holder, Amazon is the actual DHL account holder and he cannot advance the investigation without that account number. I have contacted DHL myself only to receive a message that they do not know where the package is, it could have been delivered with neighbours etc. (I have checked that and no neighbour received anything for me). DHL informed that only the relevant Account holder can initiate a major inquiry, not the seller. I was denied Amazon A-to-Z guarantee because Amazon insists that I have received the order while I did not. Amazon customer service is completely useless since they continuously recommend me to contact DHL and initiate the inquiry which I can not do since I am not the one who sent the package and I am not the account holder. I have appealed twice against Amazon A-to-Z guarantee denial. As a supportive evidence I have sent a .pdf of DHL message which confirms that they do not know where the package is and that it is the seller/Amazon who needs to formally ask to open an investigation with DHL. To find the GPS of the exact driver, etc etc. The existing “signature” of the delivery has nothing to do with me. The last representative at Amazon chat informed me that they do not actually require any signature to orders that cost less than 1000$. The same Amazon chat representative recommended me to simply try to cancel the Credit Card transaction with my bank – since I did not receive the order, and the existing DHL information is wrong. My appeal against Amazon A-to-Z guarantee claim was denied twice. This has never happened to me before in all the years that I shop at Amazon (more than 15 years). Ultimately I will have no choice but to indeed proceed with the payment disputation to the ultimate payment cancellation (with my bank), but I wish to exhaust the formal corporate complaining option first. I do not believe it is justified that Amazon refuses to open formal investigation with DHL in order to find out what happened with my order. Amazon must open this investigation and find out what happened. I did not get the paid package contrary to the DHL information. I imagine this is not the first case.
