Amazon lost over 1000 units of my stock
Last month, 1099 units of stock from my shipment went missing in an Amazon warehouse, worth over £40,000 retail.
For the last 3 weeks, I have been contacting customer service over and over again, providing them all of the documents they require to investigate the case (original invoice and Amazon-stamped proof of delivery) plus other images and documents showing that the stock was all there and had been delivered. They accepted these documents and said they have started an investigation.
This was last month. Since then, all I have received back is emails saying their internal team is still investigating it, accusations of me faking my invoice (it is not faked), and upon pressing from me, more replies asking for exactly the same documents I have already provided.
Now, I know Amazon work with an external customer service outlet who know nothing about how Amazon works, which is why I am getting these responses. All I am asking is how I can get through to anyone who can either genuinely escalate the case, or investigate it themselves and provide me with a human answer?
Losing this stock has destroyed my capabilities of selling on Amazon and no one from this external customer service team cares at all, naturally.
How can I get this solved?
Amazon lost over 1000 units of my stock
Last month, 1099 units of stock from my shipment went missing in an Amazon warehouse, worth over £40,000 retail.
For the last 3 weeks, I have been contacting customer service over and over again, providing them all of the documents they require to investigate the case (original invoice and Amazon-stamped proof of delivery) plus other images and documents showing that the stock was all there and had been delivered. They accepted these documents and said they have started an investigation.
This was last month. Since then, all I have received back is emails saying their internal team is still investigating it, accusations of me faking my invoice (it is not faked), and upon pressing from me, more replies asking for exactly the same documents I have already provided.
Now, I know Amazon work with an external customer service outlet who know nothing about how Amazon works, which is why I am getting these responses. All I am asking is how I can get through to anyone who can either genuinely escalate the case, or investigate it themselves and provide me with a human answer?
Losing this stock has destroyed my capabilities of selling on Amazon and no one from this external customer service team cares at all, naturally.
How can I get this solved?
8 replies
Seller_ZJhFeE3tNKzfh
If you aren't getting anywhere with Seller Support (and most of the time you won't) try managing.director@amazon.co.uk, failing that, you'll likely need to send a Letter before Action to Amazon by post. That normally kicks them into gear.
Seller_y16OPZ8UdjZMy
let me guess, it was going into Coventry FC......
Seller_FZLmkAPnHuV4L
Did you use a flatbed scanner to scan the documents? If not then do it again at 600dpi resolution.
Seller_FZLmkAPnHuV4L
This happened to us as well. We did not lose £40k, but one day of time @£300 (labelling stock) and around £500 stock. Reimbursement was only about £100. We learnt the lesson which was NEVER send a big quantity to Amazon FBA in one lot (even more important if an expensive item)
Seller_2Htw9xCla3oOQ
Was it LTL shipment or normal? and did you use UPS?
