Consumeractive

Is Amazon responsible for ‘stolen’ goods?

QI ordered a PNY Geforce RTX 2080 8GB XLR8 graphics card (pictured) costing £738.83, and a Linx 12X64 Windows tablet, both from Amazon for evening delivery. The order was left outside my door. The tablet was there, the box containing the graphics card was empty. Amazon has refused to accept responsibility. Can you help me? Phil Duscovitch-davis

AWe’ll do our best to help Phil because again we’re having to battle a retailer that’s ignoring responsibility to ensure goods are safely delivered to the buyer.

In this scenario, the retailer can ask the buyer to contact the police for a crime reference number, which Phil has done. But Amazon still officially owns the graphics card because Phil never received the item, which means it has to follow up the theft with the police. It shouldn’t ask Phil to do so.

Where the card has gone is a mystery. Amazon says the package was signed for by a person called Jana, but Phil says it was actually signed for by his neighbour Violet. Was it taken from the parcel left outside the door? Or did the card never leave Amazon’s warehouse? Logic would suggest the latter because an opportunist thief would be unlikely to leave the tablet behind, which would be easier to sell or use.

If Amazon thinks Phil is lying and has the card, it would in effect be accusing him of fraud, and would have to prove it. But if doesn’t think this, then it must refund Phil, or send him a new card.

We’ve contacted Amazon, reminding it that it must guarantee delivery of items. We’ve also told Phil that the police and Amazon may want to ask him further questions. We hope to have a positive outcome soon.