Amazon sued for not refunding lost package

Amazon was recently accused of flouting UK consumer law for insisting that customers whose orders were not delivered file a police report before they would be eligible for a refund , according to reports .

It is understood the retail giant asked buyers to report the loss of packages to police but then refused to accept the report numbers they provided , causing them to lose a lot of money.

Under local consumer protection laws, retailers are responsible for ensuring consumers receive their goods and contacting couriers if there are any problems.

In June, the Observer investigated a complaint in which a reader was told to provide a case number after his parcel, worth more than £70, was not delivered. At the time, Amazon said one of its customer service staff would deal with the matter.

However, the consumer has since claimed that police did not investigate the whereabouts of the package and Amazon refused to refund the money , resulting in them not getting the product and losing their money.

According to local resident Sandy Fraser, she received an opened box containing a power cord instead of the computer she ordered worth more than £1,100.

After calling the police, local police told her that since the courier's contract was signed with Amazon, she should let Amazon handle the matter.

But Amazon insisted she had to confirm this with the police but refused to spend 20 minutes calling the helpline.

Gary Rycroft, a consumer rights expert at a local law firm , said Amazon had violated the Consumer Rights Act, which requires Amazon to be legally responsible for the goods until they are safely received by the consumer.

“In my view, its response shows contempt for the law and its customers, ” he said. “ The burden of proof is on Amazon to prove the item was delivered, not on the consumer to prove it wasn’t. ”

According to Rycroft, Amazon has the option to report a customer to police if it suspects they are engaging in fraud, and cannot withhold a refund without proof of wrongdoing.

Amazon declined to confirm whether it was company policy to ask consumers to report incidents to police, but acknowledged that there were customer service failures in the cases that were exposed.

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