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Hi,
I placed an order to be delivered to my girlfriends. We were home when it was "delivered"... but... instead of the courier knocking etc - he forced it through the kitchen window, breaking the kitchen blind and when it dropped, it knocked over a lot of items on the draining board, breaking a glass and knocking over a chopping board which then knocked more stuff off the kitchen counter including the GF's mobile.
I contacted Amazon immediately and to keep this short, they messed me around for 3 weeks, constantly messing everything up, wasted many hours of my time.
I was finally told that it was my GF who needed to file the claim, but, she couldn't as her only way was broken (phone).
Got through it all though, claim filed with ARC Insurance who came back saying the courier was a 3rd party, and they were trying to get a statement from that driver.
They came back, saying that because we had no CCTV, no video footage, pictures of the courier doing the delivery or witnesses, then they were not going to compensate.
OK... So, everything that's realistic, pictures of the damage and all the other details requested was sent off, all within human reason... but... how can anyone be expected to have CCTV and witnesses facing your kitchen window in case a daft courier decided to force a delivery through the window and through the kitchen blinds instead of knocking etc...
I have told ARC that this is unacceptable, they said they will escalate and then pass it back to Amazon., I have also contacted Amazon explaining what I have been told and how utterly disgusted I am with both them and their insurance.
Can anyone help with any advice on what we can do to get the claim resolved. Looking at £600 of damage and losing a phone is a pain, but my GF requires it for work too, so, been a total nightmare for her as she can't replace it immediate while working 15 hours per week.
Update - this was the result from ARC and Amazon are standing by it. ----
Good morning,
After a thorough review by Amazon management, we regret to inform you that the denial of your escalation stands due to insufficient evidence. The decision is based on the following points:
1. No CCTV Footage: There is no CCTV footage available to verify the incident.
2. No Eye Witness: There are no independent eyewitnesses to support your escalation.
3. Lack of visual evidence: No pictures of the package were provided.
Due to these reasons, we are unable to proceed with your escalation. Please note this is final decision.
Thank you for understanding.
Warm regards,
Monika
ARC Customer Escalation Specialist
Thanks
I placed an order to be delivered to my girlfriends. We were home when it was "delivered"... but... instead of the courier knocking etc - he forced it through the kitchen window, breaking the kitchen blind and when it dropped, it knocked over a lot of items on the draining board, breaking a glass and knocking over a chopping board which then knocked more stuff off the kitchen counter including the GF's mobile.
I contacted Amazon immediately and to keep this short, they messed me around for 3 weeks, constantly messing everything up, wasted many hours of my time.
I was finally told that it was my GF who needed to file the claim, but, she couldn't as her only way was broken (phone).
Got through it all though, claim filed with ARC Insurance who came back saying the courier was a 3rd party, and they were trying to get a statement from that driver.
They came back, saying that because we had no CCTV, no video footage, pictures of the courier doing the delivery or witnesses, then they were not going to compensate.
OK... So, everything that's realistic, pictures of the damage and all the other details requested was sent off, all within human reason... but... how can anyone be expected to have CCTV and witnesses facing your kitchen window in case a daft courier decided to force a delivery through the window and through the kitchen blinds instead of knocking etc...
I have told ARC that this is unacceptable, they said they will escalate and then pass it back to Amazon., I have also contacted Amazon explaining what I have been told and how utterly disgusted I am with both them and their insurance.
Can anyone help with any advice on what we can do to get the claim resolved. Looking at £600 of damage and losing a phone is a pain, but my GF requires it for work too, so, been a total nightmare for her as she can't replace it immediate while working 15 hours per week.
Update - this was the result from ARC and Amazon are standing by it. ----
Good morning,
After a thorough review by Amazon management, we regret to inform you that the denial of your escalation stands due to insufficient evidence. The decision is based on the following points:
1. No CCTV Footage: There is no CCTV footage available to verify the incident.
2. No Eye Witness: There are no independent eyewitnesses to support your escalation.
3. Lack of visual evidence: No pictures of the package were provided.
Due to these reasons, we are unable to proceed with your escalation. Please note this is final decision.
Thank you for understanding.
Warm regards,
Monika
ARC Customer Escalation Specialist
Thanks
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