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Amazon Courier caused excessive damage delivering parcel through the kitchen window

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  • Amazon Courier caused excessive damage delivering parcel through the kitchen window

    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
    Tags: None

  • #2
    Any suggestions?

    Comment


    • #3


      Sorry, but your post seems to have been missed.

      If it was I, there would be a "letter before Claim" to Amazon setting out what has happened and how it has been dealt with.
      Tell them that if they do not revise their position within 14 days of date of posting (send 1st class with free cert. of posting from post office) you will initiate a claim in the county Court without further reference to them.

      Others might have different advice

      Comment


      • #4
        Amazon are likely to say that the delivery driver was not their employee but an independent contractor, and therefore that they are not liable for his actions. You may need to press Amazon to identify who delivered your order.

        A claim against Amazon could well be misconceived.
        Lawyer (solicitor) - retired from practice, now supervising solicitor in a university law clinic. I do not advise by private message.

        Litigants in Person should download and read the Judiciary's handbook for litigants in person: https://www.judiciary.uk/wp-content/..._in_Person.pdf

        Comment


        • #5
          Originally posted by atticus View Post
          Amazon are likely to say that the delivery driver was not their employee but an independent contractor, and therefore that they are not liable for his actions. You may need to press Amazon to identify who delivered your order.

          A claim against Amazon could well be misconceived.
          True! delivery driver might be self employed or be employed by another logistics company

          Comment


          • #6
            Hi,
            Sorry, I never received any email alerts.
            Yes, Amazon/ARC stated that they would have to contact the 3rd party courier service to get a statement from the courier. The only feedback I received back was along the lines of, because I never posted a picture of the parcel that was delivered, along with CCTV etc, then I have no claim. The finalised it with they couldn't see how the phone got broken - despite it being on the kitchen counter, right next to the drainer, which is right next to the window, so when the parcel was literally forced through the blinds - breaking them, the blinds pushed the drainer, which had lots of stuff one (I cook proper meals as my GF insists on washing up lol) - that lot was pushed off the actual draining board, stuff tumbled over - as that was all out of place, lots of it was on the floor including her phone. ARC/Amazon said they are refusing to accept any claim, again, because of no CCTV, Witness and lack of pictures of the parcel - which they never asked for during the 3 weeks of spamming me with the same forms that I had already completed a dozen times... And, which I'd sent back because it was broken!
            To this day, my GF still does not have a proper phone, it's caused a few weeks of problems and caused a split for a while, all because of Amazons delivery.

            Comment


            • #7
              any help appreciated

              Comment


              • #8
                bump

                Comment


                • #9
                  ARC is only a claims management company working on behalf of Amazon.
                  From various websites it seems that Amazon do indemnify people for damage caused by their delivery people.

                  Keeping in mind what has previously been discussed regarding Amazon's liability for subcontractors, you may wish to consider initiating a court claim to see where that gets you.
                  You'll need to start with a "letter of claim" to Amazon

                  Suggest you have a look at these publications before you start down that route;
                  https://www.judiciary.uk/wp-content/...+web+FINAL.pdf
                  https://www.judiciary.uk/wp-content/..._in_Person.pdf

                  Comment

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