In a distressing incident, Clare Buchanan, a grieving mother, faced a harrowing experience with Amazon after a laptop purchased to plan her deceased son’s funeral disappeared in what appears to be a scam. Despite Amazon’s assurance of protection through a one-time password (OTP), the £800 MacBook Air vanished under suspicious circumstances.
Clare ordered the laptop the day after her 11-year-old son Oliver’s demise from a brain tumor. The laptop, intended for writing Oliver’s funeral service, became a crucial tool during these challenging times. However, the situation took a dire turn upon its delivery.
The courier, citing issues with the OTP—a six-digit code for delivery verification—refused to release the parcel. Astonishingly, the laptop was marked as delivered on the tracking system. Despite the alarming situation, Amazon declined a refund, emphasizing the delivery had been completed.
Clare shared her ordeal, stating, “It seems the driver then used the OTP to trigger the ‘delivered’ notification. My poor father is already distraught, and this has just made him feel even more dreadful.”
Amazon dismissed Clare’s complaints, leaving her helpless. Despite attempts to contact customer services through various channels, the response remained steadfast, claiming the laptop had been delivered.
Upon intervention by Guardian Money, Amazon issued a refund and pledged an investigation. However, Clare’s case sheds light on potential vulnerabilities in Amazon’s OTP system.
The OTP system, designed for added security in high-value orders, is unique to Amazon’s delivery services. Nevertheless, concerns have arisen about its efficacy, with reports of thefts and undelivered items despite the provided OTP. Guardian Money has received similar complaints from customers facing difficulties in obtaining refunds.
The consumer group Which? conducted an investigation, revealing instances where OTPs failed to prevent thefts, causing customers significant distress. Lisa Webb, a consumer law expert at Which?, emphasized the need for retailers like Amazon to investigate and address such cases promptly.
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While Amazon claims to invest heavily in customer protection, instances like Clare’s highlight potential flaws in the system. As 2024 unfolds, it raises questions about the effectiveness of Amazon’s security measures and the need for vigilance by both customers and the company itself.
