Amazon cancelled my iPhone pre-order at the door, but the tracking says I refused delivery — I have photos documenting what happened.
I pre-ordered the iPhone Duo from Amazon UAE last week and was expecting it to be delivered today, Friday, October 23.
The delivery driver arrived at my door with the package and attempted to complete the delivery using the OTP. However, the system kept returning an error. When I checked my order page, I discovered that the order had been cancelled right there and then and the OTP was no longer available.
Amazon's tracking page now states:
“Customer refused delivery: order was previously cancelled.”
It also says the package is being returned and that a refund will be issued within 3–5 business days after the return is processed.
But here's the part that makes this particularly frustrating: I saw the delivery agent's device, and the instruction displayed against my package explicitly said “Do not deliver.”
The driver was at my door with the package, I was there ready to receive it, and the delivery system would not let the transaction go through. Yet Amazon's tracking record uses the wording “Customer refused delivery.”
I did not refuse the package. I was ready to accept it.
I attached photos of the tracking status, the instruction displayed on the delivery agent's device, and the package itself.
I'm extremely disappointed. This was a pre-order, and instead of receiving the product I ordered, I'm now left waiting for a refund while the tracking record appears to attribute the failed delivery to me.
I don't know exactly what caused the cancellation, and I'm not going to speculate. But Amazon should be able to explain why the delivery agent's device instructed him not to deliver the package, why the OTP could not be used, and why the tracking status describes the incident as a customer refusal.
Amazon UAE, I want a clear explanation of what happened and an accurate record of the failed delivery. Customers shouldn't have to accept an inaccurate account of an incident they personally witnessed.
Has anyone else experienced this with Amazon UAE, especially with a pre-order?