Amazon policies - package lost by carrier

[Solomani]

Hi all,

I was wondering if anyone knows more about "policies" of online stores like Amazon etc.

Basically, I ordered items from Amazon, and the package should have arrived 2 weeks ago. I checked Amazon's tracking page, and it tells me that the package is most likely lost. OK, obviously. Tracking tells me that the last known location was in a giant postal depot in a city some 120 miles from me (same state). But my package sat there for over 12 days without further movement. So it's lost. Someone at the depot stole it, or completely delivered it to someone else (probably their girlfriend).

Now I contacted Amazon Customer Service, and they gladly send me a "replacement package" supposedly at NO COST. I then get an Amazon email confirming that my replacement was sent….. BUT…. the email also tells me that I will be charged a second time if I do not send them the original package within 30 days. Now, how the hell do I send them back the "original package" when the I never received the original package to begin with?!!

Now my question: Is it Amazon's policy to replace my package at NO ADDITIONAL COST, or am I obligated to eat the price of both the original as well as replacement items because it's not Amazon's fault, and instead the fault of the carrier (UPS or USPS) that lost the package to begin with?

(The items/package were not insured, because clearly, I'm not paying to insure a $38 package of Holiday gifts).

 

[LizKat]

Wow. I haven't had that happen yet with Amazon. I would have done what you did and then would have been as annoyed as you are. Do they mean "if your other package shows up?" No? Then why isn't it between the carrier and Amazon to come up with the package or else the carrier's insurance kicks in and they reimburse Amazon?

 

[Glmnet1]

It's possible this email is a generic one for returns/defective items and that this sentence does apply to your scenario. I would start by contacting them to clarify and maybe resolve the issue.

 

[Apple fanboy]

Hi all,

I was wondering if anyone knows more about "policies" of online stores like Amazon etc.

Basically, I ordered items from Amazon, and the package should have arrived 2 weeks ago. I checked Amazon's tracking page, and it tells me that the package is most likely lost. OK, obviously. Tracking tells me that the last known location was in a giant postal depot in a city some 120 miles from me (same state). But my package sat there for over 12 days without further movement. So it's lost. Someone at the depot stole it, or completely delivered it to someone else (probably their girlfriend).

View attachment 742569


Now I contacted Amazon Customer Service, and they gladly send me a "replacement package" supposedly at NO COST. I then get an Amazon email confirming that my replacement was sent….. BUT…. the email also tells me that I will be charged a second time if I do not send them the original package within 30 days. Now, how the hell do I send them back the "original package" when the I never received the original package to begin with?!!

Now my question: Is it Amazon's policy to replace my package at NO ADDITIONAL COST, or am I obligated to eat the price of both the original as well as replacement items because it's not Amazon's fault, and instead the fault of the carrier (UPS or USPS) that lost the package to begin with?

(The items/package were not insured, because clearly, I'm not paying to insure a $38 package of Holiday gifts).

I suspect you will have to return the original package if it shows up. If the carrier doesn't inform Amazon that they delivered it (because they haven't), you'll not be expected to return it.

If they say you have received it, it will be their burden of proof to show you have received it (POD).

 

[Solomani]

Wow. I haven't had that happen yet with Amazon. I would have done what you did and then would have been as annoyed as you are. Do they mean "if your other package shows up?" No? Then why isn't it between the carrier and Amazon to come up with the package or else the carrier's insurance kicks in and they reimburse Amazon?

That's what I would think they meant "If my original (presumed lost) package shows up, then I must return it or be charged for both packages." But that is NOT what the email is telling me. In fact, let me give you a screenshot of the Amazon email notice:

 

[Strelok]

Amazon told me to contact the carrier when my package didn't arrive.

 

[mobilehaathi]

It's possible this email is a generic one for returns/defective items and that this sentence does apply to your scenario. I would start by contacting them to clarify and maybe resolve the issue.

This would be my first course of action, anyway.

 

[Nermal]

I had a package go missing a few months ago and that sentence about a return was not present. However, it's possible that someone just copy/pasted the wrong template text.

The original package never turned up and I was not charged for it a second time.

 

[laptech]

The sales contract you have with Amazon is with yourself and Amazon, not with yourself, Amazon and the courier. If a packaged is lost then it becomes and issue with Amazon and the carrier. Amazon are the ones who should do all the chasing with the carrier for finding your package, not you ringing them, regardless of what Amazon or others say.

As for the email, it's just a standard email reply. Amazon can only charge you if they are made aware by the carrier that the packaged has actually been delivered but you failed to return it as per the instructions in the email.

If Amazon do in fact charge you a 2nd time even though you still did not receive the original package then it's classed as theft. The courier has to provide evidence to Amazon that a packaged was delivered and Amazon have to provide that evidence to you. If they do not but still make the 2nd charge then you can take the matter further because they have effectively stolen your money without providing any evidence that the 1st packaged actually arrived.

 

[Huntn]

Hi all,

I was wondering if anyone knows more about "policies" of online stores like Amazon etc.

Basically, I ordered items from Amazon, and the package should have arrived 2 weeks ago. I checked Amazon's tracking page, and it tells me that the package is most likely lost. OK, obviously. Tracking tells me that the last known location was in a giant postal depot in a city some 120 miles from me (same state). But my package sat there for over 12 days without further movement. So it's lost. Someone at the depot stole it, or completely delivered it to someone else (probably their girlfriend).

View attachment 742569


Now I contacted Amazon Customer Service, and they gladly send me a "replacement package" supposedly at NO COST. I then get an Amazon email confirming that my replacement was sent….. BUT…. the email also tells me that I will be charged a second time if I do not send them the original package within 30 days. Now, how the hell do I send them back the "original package" when the I never received the original package to begin with?!!

Now my question: Is it Amazon's policy to replace my package at NO ADDITIONAL COST, or am I obligated to eat the price of both the original as well as replacement items because it's not Amazon's fault, and instead the fault of the carrier (UPS or USPS) that lost the package to begin with?

(The items/package were not insured, because clearly, I'm not paying to insure a $38 package of Holiday gifts).

I don't really see that. Either you say you got it and they send you a return shipping label for the second item, or you say I did not get the first package and they blow it off. I don't see them expecting you to pay twice for a package they noticed you have not received.

 

[LizKat]

He shouldn't have a problem, the carrier already copped to the thing vanishing from last point they had it in transit. They don't claim to have delivered it.

 

[USAFA2008]

Amazon told me to contact the carrier when my package didn't arrive.

Same here! It wasn't often that I had items missing but when I did Amazon made sure to make me jump through hoops. I got a Garmin vivoactive HR before a deployment a couple of years ago and it was missing from the box. Everything I ordered but the Garmin was in the box and Amazon refused to refund me.

The sales contract you have with Amazon is with yourself and Amazon, not with yourself, Amazon and the courier. If a packaged is lost then it becomes and issue with Amazon and the carrier. Amazon are the ones who should do all the chasing with the carrier for finding your package, not you ringing them, regardless of what Amazon or others say.

I will keep that in mind the next time I have this issue from Amazon.

 

[WinkWink726]

I've always had exceptional CS from Amazon, so I don't think I'd necessarily be worried;
I also wanted to say that I agree with the above theory that you received a generic email (regarding returning the original pkg).

I still would call, however, juuuuust to be sure, and ask if they can "notate your account" (if there's nothing already on it) listing your special circumstances.

 

[Miss_Mac]

I had a package go missing a few months ago and that sentence about a return was not present. However, it's possible that someone just copy/pasted the wrong template text.

The original package never turned up and I was not charged for it a second time.

This happened to me, but I did not have to return either. In fact, I was issued a refund when the first order finally arrived since it missed the guaranteed next day delivery. Amazon paid for that order.

This week, Amazon lost a small order and promptly issued a refund.

 

[0002378]

I hope, but do not expect, that you will consider what I have to say without totally brushing it off as BS

This issue with Amazon could be a terrific opportunity for you for spiritual growth. Let me share a story of my own similar experience with Amazon customer service.

I made a mistake purchasing the wrong item on Amazon, and had to try a get a refund from them for it (after sending it back intact). The item was worth $50, but they only gave me a partial refund (it was sold by a 3rd party, and they were causing problems). Anyway, the bottom line is ... I spent roughly 10 hours making roughly 20 calls to Amazon customer service. And, of course, it always went to someone in the Phillipines, where they have their CS people. Each of those 20 times, I either got an excuse for why I was not owed the $20, or an assurance that I would be issued it in another form (credit), or something ... only to realize, upon calling them days later, that it was not issued and I had to start over again explaining everything to customer service.

Now, getting to the point, one day, after those 20 calls and 10 hours, I suddenly had a Eureka moment (called "Satori" in Buddhism) ... my sanity is more important to me than the $20. So, I just stopped calling, took the $20 hit, and preserved my sanity

That said, Amazon, for the most part, has been very good in dealing with such issues. That was one exceptional nightmare I had to deal with.