London Daily

Focus on the big picture.
Thursday, Apr 24, 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
Trump administration moves to BAN essentially ALL artificial food dyes in the USA food supply at RFK Jr.'s direction
Woman slaps man at sports game and gets herself and husband beat up
Pope Francis: head of the Catholic church who pushed for social and economic justice
China do not pay these tariffs - you pay it. This is new 145% tax you pay to the US government.
Nightlife in the streets of Manchester
In God We Profit
Cultural Battles in the Vatican: The Candidates in the Battle for the Holy See and Pope Francis's Testament
Global Leaders Pay Tribute to Pope Francis Following His Death
Wild Chimpanzees Observed Bonding Over Alcoholic Fruit
US Federal Reserve Chair Issues Warning on Tariff Impact
UK Prison Officers Demand Electric Stun Guns Amid Safety Concerns
China, China, China!
Australian National Charged as Mercenary for Fighting in Ukraine
Israel Considers Limited Strikes on Iran's Nuclear Facilities Amid Diplomatic Efforts
Prince Andrew Joins Royal Family Attends Easter Sunday Service at Windsor Castle
Saudi Arabia Offers Max Verstappen Unprecedented Deal to Join Aston Martin
Global Pistachio Shortage Amid Rising Demand for 'Dubai Chocolate'
Trump is assembling a coalition of Western leaders aligned with the MAGA vision, strengthening a unified front for global change
IMF Predicts No Global Recession Amid Trade Tensions
Here’s a police officer with a brilliant gift for swift education
"Some complain that we put thousands in prison. In reality, we set millions free."
This is Vienna, Austria in 2025.
Boeing Jet Returns to US from China Amid Tariff War
Canadian Federal Election: Candidates' Positions on US-Canada Relations and Donald Trump
Resentencing Hearing for Menendez Brothers Who Killed Their Parents Delayed Amid Legal Disputes
Australian Woman Gives Birth To Stranger's Baby In IVF Mix-up
US Sets Deadline for Russia-Ukraine Peace Deal Brokerage
Italy Introduces 'Sex Rooms' in Prisons for Inmates
California Launches Legal Challenge Against Trump Administration's Tariffs
"Groundless": China Dismisses Zelensky's Claims It's Supplying Arms To Russia
UK Psytrance Festival Cancelled Amid Local Protests Over Noise Concerns
French Far-Right Writer Renaud Camus Denied Entry to UK
UK Police Force Updates Search Policy for Trans Individuals in Custody
Italian Prime Minister Giorgia Meloni Meets with Donald Trump to Discuss EU-US Trade Tensions
Canada's Federal Party Leaders Engage in Final Debate Ahead of General Election
Ukraine and US Sign Outline of Minerals Deal
Fast Food Chain Refuses to Apologize for Online Comment About Katy Perry's Space Voyage
New York Attorney General Letitia James Faces Criminal Referral for Alleged Mortgage Fraud
Mark Cuban admits support for Trump executive order: ‘Gotta be honest’
US Senator Meets with Deported Immigrant in El Salvador Amid Custody Dispute
U.S. State Department Raises El Salvador’s Safety Ranking, Making It Safer Than France and Other European Nations
UK Government Assumes Control of British Steel's Scunthorpe Plant Amid Shutdown Threat
UK MP Wera Hobhouse Denied Entry to Hong Kong During Family Visit
Bangladesh Issues Arrest Warrant for UK MP Tulip Siddiq
China Urges United States to Cancel Tariffs Amid Escalating Trade Tensions
The Empire’s USD Pyramid Scheme Is Working Brilliantly—So Why ‘Fix’ It?
China Raises Tariffs on U.S. Goods to 125% Amid Escalating Trade Dispute
Elon Musk Reports $150 Billion in Projected Government Savings Amid Fraud Investigations
U.S. and Panama Finalize Defense Agreements Amid Canal Access and Chinese Influence Concerns
China Stands Firm Amidst Trade Disputes with the US: A Factual Analysis
×