Terrible service, Terrible support, and offensive customer service. I ordered a piece of luggage and paid extra for it to be delivered the next day (last-minute trip). The tracking indicated it had been delivered in the evening. Excitedly I went to retrieve my package to find there was nothing there. I went and checked all of my neighbours, but was disappointed to see that it hadn't been delivered to them by mistake. I thought I would contact customer service but the automated responses told me the delivery driver must have just completed the delivery from their end early, and to just wait for my package. In the event it didn't show up, wait several days before they would consider anything further on the case. With baited breath, I waited - nothing arrived. Amazon did at least refund my order once I was able to further raise a dispute several days later. However, this was shortly followed up by an email indicating that it had most definitely been delivered, and the only possible conclusion to be drawn was that I was in fact lying, claimed a refund, and essentially stole the luggage. I am now on an official Amazon warning that should a similar situation arise again in the future that my account will be banned and I will no longer be able to purchase from them. I decided to respond. I asked for a specific time the delivery was supposed to have been made. I offered my ring doorbell footage for this time period to show that the delivery had in fact not been made to my address. I also offered to share the ring doorbell footage of myself and my flatmate going out to search the neighbours front porches, and coming back disappointed and luggage-less. I also offered to show them the receipt for the same piece of luggage that I had to go out and buy the following day as the trip was still happening and I'm fairly certain the airline like items to be packed in some sort of case while onboard. I have also requested similar evidence from them - where is the obligatory photo of a package by my front door? Does such a photo actually exist? I would certainly love to see it - at least then I may be able to identify which door it was delivered to on my street if it was in fact delivered (not the first time a delivery has gone to a neighbour by mistake).I find it incredibly offensive to be branded a liar and thief. I rely on delivery services such as this due to chronic illness that severely impacts my ability to go out and do my shopping myself - and believe me, this would be my preferred option. Instead, once again as much as I hate having to justify why I can't simply go out and get it myself by disclosing my personal circumstances I offer this information to explain why delivery services are important. Had Amazon come back and stated that the delivery had gone to the wrong address or there was some issue or something and just been honest, I would not have had an issue. Had they simply not sent the offensive email after my refund, I would not have had an issue. I was happy to receive my refund and thought the matter to be closed. My goal for this review is that I hope that somebody reads my experience, and looks for solutions other than just to blame the customer.
