29 novembre 2020
Bonjour à tous,

Je suis totalement désamparé; je me retourne donc vers vos expériences et votre expérience sur ce qui m'arrive.

J'ai commandé un téléphone sur Amazon.es, le livreur à deposé le colis devant la loge de ma gardienne en début d'après-midi or ma gardienne est absente à partir de midi jusqu'à 18H00.

Le carton a été retrouvé ouvert par l'un de mes voisin...
J'écris donc un message à Amazon.ES pour expliquer mon cas et ouvrir un litige.

La réponse est assez dingue, on me demande d'aller porter plainte pour ce colis retrouvé ouvert ! (réponse en anglais ci-dessous)

C'est vraiment un scandale... J'ai demandé un blocage du téléphone pour prouver ma bonne foie ils m'ont répondu que ce n'était pas possible pour eux de faire ce blocage.

Avez-vous des conseils ? Je me vois mal déclarer le vol de mon colis avec un carton qui a été retrouvé vide. Je le ferai en dernier recours mais c'est assez incroyable comme réponse.

Je cite le mail d'Amazon :

Hi:

We are sorry that you did not receive the products for order no. 406-7178602-9243531.

We have investigated this matter thoroughly and have even spoken with the shipping company that delivered the package. Based on the outcome of our investigations, we believe that the package was delivered to the correct address.

Specifically, we have taken into account the following information from our records, which indicates that the product has been delivered:

- the stamp with timestamp and the geographic code of the delivery location;

- the information collected at the point of delivery; Y

- the weight of the package and the status notified at the time of delivery.

Consequently, and based on the results of our investigation, we will not be able to provide a replacement or refund for this order at this time. If you think someone has taken your product without permission, we are talking about a crime, and you may want to contact your local law enforcement authorities to further investigate this issue.

If the problem is not resolved after contacting the police, please contact us again and include a PDF, JPG or PNG copy of the police report at the following address: es-deliveryinvestigation@amazon.es. Be sure to include key information, including: - The number of the police report related to the incident - The name of the police station where it has been reported

- The reference number of the offense / URL of the complaint / reference number provided -

- . Contact us when the police report is complete. We cannot accept police reports with a “pending” status or any other incomplete status. Please note the following: we recommend that you present a copy of this email to the police at the time of filing the report to better explain what happened. We will be happy to cooperate with the police in any investigation that is necessary.

Thanks for your understanding.
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