Amazon investigating missing PS5 consoles after packages were replaced with dog food and rice

Amazon has revealed that it has launched an investigation into missing PlayStation 5 deliveries, after customers reported their PS5 missing - or replaced with something entirely different.

The consoles, which cost £450 each, have proved difficult for gamers to get their hands on, with shortages leaving shoppers empty handed.

Stolen and missing PS5s

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Journalist Bex April May tweeted about the situation, writing in a thread, “Happy #PS5 day everyone. Tried to document our one’s unveiling, but Amazon have tricked us with an unsolicited air fryer instead (after giving delivery password). Anyone else had this problem today?

Happy #PS5 day everyone. Tried to document our one’s unveiling, but Amazon have tricked us with an unsolicited air fryer instead (after giving delivery password). Anyone else had this problem today?

— Bex April May (@bexlectric) November 19, 2020

“Delivery was fake ‘missed’ at midday with a ‘we couldn’t deliver’ message (with no attempt at delivery made). Now looks like it was siphoned off then before reappearing this evening, replaced with an air fryer inside. @amazonUK @amazon can you please comment on this #PS5 scam?

“How are you helping customers who have been scammed like this today @Amazon @AmazonUK @AmazonHelp? Seeing multiple reports of people’s PS5 deliveries being stolen today.”

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A number of Twitter users replied to May’s thread with their own experiences.

“The exact same thing happened to me, I got a George Foreman grill! Looked like the box had been opened at some point as well. Now I can’t get a replacement because there is no stock anywhere in the UK even though I pre-ordered it 2 months in advance,” one person replied.

Another wrote, “Watched the tracking from 11am to 1pm and the van was stationary down the road. 1:15pm it magically gets marked as delivered with no sign of it at my house. @AmazonHelp say to wait and see if it turns up…”

Another user replied, “My #PS5 has been stolen, I have nothing. Show’s as “handed to resident” but nothing is here. Been in all day and watched the Amazon delivery driver deliver a small parcel next door. #AmazonPS5Scam absolutely furious. Amazon say to wait 48 hours.”

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Twitter and Reddit users reported that they either did not receive their parcel at all, or received a package with an assortment of random items instead of the PS5, including packing tape, a fitness kit, cat food, bags of rice, and a salt lamp.

‘Investigating what’s happened’

“We’re all about making our customers happy, and that hasn’t happened for a small proportion of these orders. We’re really sorry about that and are investigating exactly what’s happened,” Amazon said in a statement.

“We’re reaching out to every customer who’s had a problem and made us aware so we can put it right. Anyone who has had an issue with any order can contact our customer service team for help.”

Amazon recently faced backlash for its refusal to crack down on scalpers using the platform.

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Amazon sold most of its consoles as pre-orders in September. Since then, other Amazon sellers have added their own stock of PS5 consoles to the site, with much higher price tags of up to £2,000.

What to do if you’ve been affected

If you have not received a PS5 after ordering through Amazon, or have received something else entirely, your first port of call should be to contact the company directly to discuss the issue and arrange a refund.

Unfortunately, given the shortage of PS5s, it’s not likely you’ll be able to secure a replacement console, nor will you likely be able to buy it elsewhere using your refund.

Amazon has offered refunds and Amazon credit to some users, ranging from £5 to £50, as well as a free period of its Amazon Prime service.

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However, some users have reported difficulties with establishing communication with Amazon, and claiming their refund.

Alternatively, you can also try using a “chargeback” - consumer watchdog Which? explains that a chargeback is “a transaction reversal made to dispute a card transaction and secure a refund for the purchase.”

Many banks subscribe to chargeback, and it applies to all debit card goods, although exact rules can vary between Visa, Maestro and American Express Networks. It also covers credit card transactions under £100. For all credit card transactions over £100, you also have rights under Section 75 of the Consumer Credit Act.

There is a time limit on when you can make chargeback claims. Usually it’s within 120 days from the transaction processing date, or from when you expected your parcel to be delivered. You can make your chargeback claim using this online tool from Which?.

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