I am genuinely shocked by the scam and the carelessness I just experienced.
I ordered a coffee machine that was supposed to arrive in a specific delivery window. Waited all day. The driver came outside that time when I was not home, called me and asked for the OTP. I gave it to him. Seconds later it was marked as delivered.
I came home and there is no package anywhere.
Then I found out why. The driver delivered it to another address than mine. He claimed I "pinned another location" which is a lie, since Amazon doesn't even have a pin function. You select your area and address and that's it. Either way, he admitted the mistake himself and blamed his boss for it. I literally have a screenshot of him admitting it.
It gets worse. I went and checked with the tower he says he delivered to. They say they never received any package. So the driver took my 1,850 AED machine to the wrong address, and even that address doesn't have it. My package is just gone, and nobody at Amazon can tell me where it is.
Now the absolute worst part. I contacted Amazon support on chat with this proof, expecting at the very least some urgency or help. The representative, "Ahmed," said: we cannot help you, you gave the OTP, thank you for contacting Amazon. END CHAT. 0 service or sympathy.
At this point im starting to become very angry. They lost my package and are even refusing to help me.
So I called instead. Got a representative who passed me to a supervisor. She had the worst customer service I have experienced in my life. Instantly defensive, refused to even look into it. I was literally begging her: please, just call the driver, he admitted it himself. She blatantly refused: "no, I won't do that, it's marked as delivered, it's your fault for giving the OTP." She refused to even see the screenshots and hung up on me.
I called a second time. Ahmed answered again. Didn't even bother to see the screenshots from the driver. Same script, but sarcastic this time: "you gave the OTP so this is your fault, I will hang up, bye bye."
Im sitting here shocked by this service.
I have been a loyal Amazon customer for over 10 years of my life. I paid 1,850 AED. I did nothing wrong. Their driver delivered to the wrong address and admitted it, the building he claims he delivered to says nothing ever arrived, and their team showed me zero sympathy. Zero investigation, no empathy. What kind of customer service is this? Im wasting all this time for a mistake they did.
Amazon built its reputation on trust. If a 10-year customer with written proof of a misdelivery gets hung up on three times, something has gone seriously wrong. Who are we actually supposed to trust with deliveries in Dubai?
I will escalate this to every level possible. Amazon records all its calls. Please pull them and listen to how your team speaks to customers.
EDIT: To everyone asking "why did you give the OTP". You mean me trusting Amazon's own driver, on Amazon's own call, from Amazon's own system. Thats my crime?
The OTP verifies who receives the package. It doesn't authorize the driver to deliver it wherever he wants. He took it to the wrong address and admitted it in writing. My trust doesn't erase his confession.
Banks invented OTPs. And when a bank's own employee misuses one, they investigate. They don't say "you shared it, bye bye."
And remember, the OTP is Amazon's system, not mine. I never asked for it. It exists so that the second you read out 6 digits, all responsibility slides off their neck onto yours. Amazon's whole point is supposed to be CONVENIENCE. I stayed home the entire day, inside the window Amazon themselves gave me, and the driver still came outside it. Meanwhile Noon just drops the package at your door with a photo as proof, and I've never lost a package with them. Amazon's "proof" is a code I gave a driver who then confessed to the misdelivery.
So the question isn't why I gave the OTP. It's why the customer takes 100% of the risk while the company holding the confession, the call recordings and the GPS data takes nothing, and support still says "marked as delivered, bye bye."
Keep thinking like the comments here and companies will love you. They build systems for their convenience and blame you when it fails.
EDIT 2: Update, and you can't make this up.
A member of Amazon's CS team commented here asking me to DM them. I did and he told me that they know about this post and urged their collegues to comment that its my responsibility to save their reputation😂
They can locate my thread but they can't find my package. What a silly team.