London Daily

Focus on the big picture.
Friday, May 09, 2025

Amazon launches investigation after customer complaints

Amazon launches investigation after customer 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.

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.


Some of items ordered - and received - by customers


*  Nick: Computer monitor, got handbag

*  Heather: Graphics card, got face masks

*  Phil: iPhone, got cat repellent

*  Alex: Earphones, got toilet cleaner

*  Leo: Laptop, got Ikea lamp

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 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."

The contents of the package caused Ms Malhotra "to freak out"


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.

Sumit Malhotra, from London, received a pack of balloons and stickers after she ordered a £2,000 MacBook Pro computer from Amazon in February.

"I really freaked out when I saw the balloons," she said.

"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.

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 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.

"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 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.

He received a parcel containing greaseproof bags and a children's colouring book.

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.

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.

"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.

He received a toy digger and some plastic toy building plates.

Mr Haywood was surprised to find a toy digger

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 eventually received a refund after lots of complaining."

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.

Newsletter

Related Articles

0:00
0:00
Close
Historic Papal Conclave Set to Commence in Rome
Huge Copper, Gold, and Silver Discovery in Argentina and Chile — But the Profits Go Abroad
Prince Harry is pleading for reconciliation — but the royals are just as sick of his victimhood as everyone else
The Road to Freedom: She Protested Putin, Escaped House Arrest, and Survived a 2,800-Kilometer Journey
OpenAI's Flip-Flop: No Longer Going Commercial, Back to Nonprofit, After Musk Lawsuit and Backlash
“Trump Supporter” Aims to Bring a MAGA-Style Shift to Romania
First From China: Zhao Xintong Wins the Snooker World Championship
Nvidia Faces Billion-Dollar Losses – Warns: China Is on Its Way to Becoming an AI Superpower
Trump Rules Out Third Term, Names JD Vance and Marco Rubio as Potential Successors
Mexico Says ‘No’ to U.S. Troops: President Sheinbaum Rejects Trump’s Offer to Fight Cartels
Nigel Farage’s Reform UK Storms the Map, Wrecking the Two-Party Monopoly
DOGE: Reimagining Government Operations with AI
Common Sense Returns to Britain's Legal System: UK Supreme Court Declares a Woman Is… a Woman
Beijing Says U.S. Is ‘Reaching Out’ for Tariff Talks Amid Soaring Trade Tensions
U.K. Court Rejects Prince Harry’s Final Appeal Over Police Security
Prince Harry’s Heartfelt Outburst Rocks the Royal Family
Trump Shares AI-Generated Image of Himself as… Pope, Prompting Outrage Reaction
Transgender Swimmer Secures Five Gold Medals at U.S. Masters Championship
Prince Harry: “I Want Reconciliation with My Family”
Germany's Alternative für Deutschland (AfD) party has now been officially labeled “right-wing extremist” by the federal office for the so-called “protection of the constitution.”
Amazon Launches Satellite Internet Service Amidst Competition with SpaceX
Transformative Changes in Women's Wrestling: The Rise of WWE Superstars
The Rush to the White Gold: Global Investment Surge in Natural Hydrogen Exploration
This is a day in Spain without electricity and internet
Reform UK Surprises in British Elections, Challenging Traditional Two-Party System
180-Year-Old Christian University in South Carolina Announces Closure Due to Unmet $6 Million Fundraising Goal
Brazilian Woman Jailed for Fourteen Years for Writing “You Lost, Idiot” on Statue During Protest
Trump Administration Removes National Security Adviser Mike Waltz Amid Signal Chat Controversy
Dutch Politician Eva Vlaardingerbroek Receives Spyware Threat Alert from Apple
Paramount Board Considers Settlement in Trump’s $20 Billion Lawsuit Over "60 Minutes" Interview
U.S. Economy Shrink in Trump’s First Quarter as Tariff Policy Raises Questions
Deadline Looms for RTS Meter Replacement: Hundreds of Thousands at Risk of Heating Disruption
Sweden Grapples with Deadly Gun Violence: Suspect Arrested After Three Young Men Killed in Uppsala Hair Salon
Walz Reveals Why Harris Chose Him as Her Running Mate and Reflects on Democratic Losses
Spain Restores Power After Unprecedented Nationwide Blackout
Carney Secures Liberal Mandate in Canada’s Federal Election
Death Penalty Sought as Luigi Manion Pleads Not Guilty in CEO Murder Case
President Trump contacts Jeff Bezos after reports of Amazon considering listing tariff surcharges; company clarifies no such plan for main platform
Spain and Portugal Recover from Massive Blackout
Liverpool Clinches Record-Equalling 20th English League Title Under Arne Slot
Singapore Politicians Warn Against Foreign Interference in Election
Driver Ploughs into Vancouver Festival Crowd, Killing Nine
Depression, Fear of Defamation, and a Tragic End: New Details on Virginia Giuffre’s Suicide
“Sharia for UK, Allah Akbar!”
Massive Explosion at Iran's Bandar Abbas Port Linked to Suspicious Chemical Shipments
Incident Reflection: A Harsh Reality Check
Pakistani migrants to Danish man: “ “We have 5 children while you have 1 or 2. In 10 years, there will be more Pakistanis than Danes here.“
Clashes Erupt in London as Tensions Rise Between Indian and Pakistani Communities
Specialized anti-drone weapons deployed among security personnel Ahead of Papal Funeral
How do you fix this culture?
×