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| Version 0 | Version 1 |
|---|---|
| Amazon launches investigation after customer complaints | Amazon launches investigation after customer complaints |
| (about 5 hours later) | |
| More than 40 people have been in touch with the BBC with complaints | More than 40 people have been in touch with the BBC with complaints |
| Amazon is continuing to investigate after high-value orders were switched for cheaper products before delivery. | |
| Items such as cameras, watches and mobile phones were replaced with cat food, condoms and balloons, a BBC investigation has shown. | |
| Some victims were denied refunds until the BBC put their complaints to Amazon. | Some victims were denied refunds until the BBC put their complaints to Amazon. |
| It said it was "working tirelessly" to make changes to processes so it could improve customer experiences. | It said it was "working tirelessly" to make changes to processes so it could improve customer experiences. |
| More than 40 people got in touch with the BBC in response to the story of a Salisbury man whose £1,400 camera and lens was swapped for cat food. | More than 40 people got in touch with the BBC in response to the story of a Salisbury man whose £1,400 camera and lens was swapped for cat food. |
| Some of items ordered - and received - by customers | Some of items ordered - and received - by customers |
| Nick: Computer monitor, got handbag | Nick: Computer monitor, got handbag |
| Heather: Graphics card, got face masks | Heather: Graphics card, got face masks |
| Phil: iPhone, got cat repellent | Phil: iPhone, got cat repellent |
| Alex: Earphones, got toilet cleaner | Alex: Earphones, got toilet cleaner |
| Leo: Laptop, got Ikea lamp | Leo: Laptop, got Ikea lamp |
| One customer was Annabell Kesby, from Leeds, who ordered a Google smart watch for £380 in March. | One customer was Annabell Kesby, from Leeds, who ordered a Google smart watch for £380 in March. |
| "I opened the box to find condoms," they said. | "I opened the box to find condoms," they said. |
| "I called Amazon to complain and they sent me an email saying that I had made a large number of refund requests so they were investigating my account. | "I called Amazon to complain and they sent me an email saying that I had made a large number of refund requests so they were investigating my account. |
| "I felt as though they were labelling me as a criminal and a liar." | "I felt as though they were labelling me as a criminal and a liar." |
| Annabell Kesby opened the box to find condoms | Annabell Kesby opened the box to find condoms |
| Mx Kesby who has autism, said they suffered several panic attacks and sleepless nights, after they were told they would not be getting a refund. | Mx Kesby who has autism, said they suffered several panic attacks and sleepless nights, after they were told they would not be getting a refund. |
| After the BBC put their complaint to Amazon, they were offered a refund. | After the BBC put their complaint to Amazon, they were offered a refund. |
| Sumit Malhotra, from London, received a pack of balloons and stickers after she ordered a £2,000 MacBook Pro computer from Amazon in February. | Sumit Malhotra, from London, received a pack of balloons and stickers after she ordered a £2,000 MacBook Pro computer from Amazon in February. |
| The contents of the package caused Ms Malhotra "to freak out" | The contents of the package caused Ms Malhotra "to freak out" |
| "I really freaked out when I saw the balloons," she said. | "I really freaked out when I saw the balloons," she said. |
| "I phoned Amazon to complain, but they didn't take me seriously." | "I phoned Amazon to complain, but they didn't take me seriously." |
| Ms Malhotra contacted the Metropolitan Police and was given a crime reference number. | Ms Malhotra contacted the Metropolitan Police and was given a crime reference number. |
| She was told by Amazon she needed to wait until its own investigation was complete before she could be refunded. | She was told by Amazon she needed to wait until its own investigation was complete before she could be refunded. |
| Amazon customers have been contacting the BBC with their experiences | Amazon customers have been contacting the BBC with their experiences |
| Amazon said it had since offered Ms Malhotra a refund. | Amazon said it had since offered Ms Malhotra a refund. |
| "Customer satisfaction is our utmost priority, but we recognise we're not perfect," an spokesperson said. | "Customer satisfaction is our utmost priority, but we recognise we're not perfect," an spokesperson said. |
| "We are sorry that these customer experiences did not meet the high standards we expect." | "We are sorry that these customer experiences did not meet the high standards we expect." |
| The Metropolitan Police said no suspects were identified in this case and the crime report had since been closed. | The Metropolitan Police said no suspects were identified in this case and the crime report had since been closed. |
| "The matter can be reopened if further evidence comes to light," a spokesperson added. | "The matter can be reopened if further evidence comes to light," a spokesperson added. |
| Another customer, Harry Wilson, a doctor from London, ordered a Samsung Galaxy laptop for £500 in January. | Another customer, Harry Wilson, a doctor from London, ordered a Samsung Galaxy laptop for £500 in January. |
| He received a parcel containing greaseproof bags and a children's colouring book. | He received a parcel containing greaseproof bags and a children's colouring book. |
| Harry Wilson reported the incident to the Met | Harry Wilson reported the incident to the Met |
| "I sent multiple emails to Amazon, and they essentially concluded that they were not responsible because I had given the one-time pass code to the driver," he said. | "I sent multiple emails to Amazon, and they essentially concluded that they were not responsible because I had given the one-time pass code to the driver," he said. |
| He also reported the incident to the Met. | He also reported the incident to the Met. |
| "Overall, I sent more than 30 emails to Amazon, and spent hours on phone calls," Dr Wilson said. | "Overall, I sent more than 30 emails to Amazon, and spent hours on phone calls," Dr Wilson said. |
| "I am an NHS worker so I really do not have so much time to waste." | "I am an NHS worker so I really do not have so much time to waste." |
| Matt Haywood, from Cornwall, ordered an iPad and keyboard for more than £400 last year. | Matt Haywood, from Cornwall, ordered an iPad and keyboard for more than £400 last year. |
| He received a toy digger and some plastic toy building plates. | He received a toy digger and some plastic toy building plates. |
| Mr Haywood was surprised to find a toy digger | Mr Haywood was surprised to find a toy digger |
| Some plastic toy building plates were also inside the box | Some plastic toy building plates were also inside the box |
| "I was absolutely fuming and was left out of pocket while they investigated it," said Mr Haywood. | "I was absolutely fuming and was left out of pocket while they investigated it," said Mr Haywood. |
| "I eventually received a refund after lots of complaining." | "I eventually received a refund after lots of complaining." |
| Amazon said the customers identified by the BBC have since received or been offered refunds. | Amazon said the customers identified by the BBC have since received or been offered refunds. |
| "We work hard to protect customers, selling partners and Amazon from abuse and we have systems in place to detect suspicious behaviour," a spokesperson added. | "We work hard to protect customers, selling partners and Amazon from abuse and we have systems in place to detect suspicious behaviour," a spokesperson added. |
| Follow BBC West on Facebook, Twitter and Instagram. Send your story ideas to: bristol@bbc.co.uk | Follow BBC West on Facebook, Twitter and Instagram. Send your story ideas to: bristol@bbc.co.uk |
| Related Topics | Related Topics |
| Amazon | Amazon |
| London | London |
| Leeds | Leeds |
| Salisbury | Salisbury |