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UPDATE 4.30pm: In a statement to Eurogamer, Amazon has acknowledged the widespread problems with its PlayStation 5 deliveries, and promised to “fix it” for every customer it comes into contact with.
“Our goal is to make our customers happy, and that has not happened in a small proportion of these orders,” an Amazon spokesperson told us. “We are very sorry about that and are investigating exactly what happened. We reach out to all customers who have had an issue and educate ourselves so that we can fix it. Anyone who has had a problem with any order can contact our customer service team to get help. “
Some customers we’ve spoken to have been asked to wait 48 hours to ensure their deliveries don’t appear out of nowhere, while others have been offered a £ 5 gift voucher.
ORIGINAL STORY 2.30pm: Imagine securing a PlayStation 5 for launch day, anxiously waiting for your console to arrive, and then opening its box to find … a kitchen appliance. Or cat food. Or nothing has ever been delivered, even though your order is marked as completed.
That’s what has happened to several Amazon UK customers over the past 24 hours, in a situation that has left people trying to get a refund, and with PS5 stock severely limited, the task of finding a console. again.
The first sporadic reports of wrong item delivery initially seemed highly unlikely to be true, but kept popping up until last night, before the problem started to explode more widely today. Furthermore, within Eurogamer, we have now heard from personally affected friends and colleagues.
The wrong items included in each box are different, but the bills are similar: a delayed delivery, then an Amazon box with clear tape in place of the company’s usual brand seal.
Push Square CEO Anthony Dickens was one of those affected, along with journalist and MTV host Bex April May.
So, @Amazon UK It seems that someone has stolen my PS5 (a day late). Right outer box, wrong item. Where can I get help? @AmazonHelp @PlayStationUK pic.twitter.com/qBIZ3RHl1I
– Anthony Dickens (@antdickens) November 20, 2020
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Happy # PS5 day to all. Tried to document our submission, but Amazon tricked us with an unsolicited fryer (after giving the delivery password). Has anyone else had this problem today? pic.twitter.com/99IUSzSJUU
– Bex April May (@bexlectric) November 19, 2020
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This is my ps5! Hahaha F @#k you @Amazon UK. pic.twitter.com/xO3gd3jzCy
– David hill (@hilly_cfc) November 19, 2020
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The exact same thing happened to me, I got a George Foreman grill!
It seemed that the box had also been opened at some point.
Now I cannot get a replacement because there is no stock anywhere in the UK even though I pre-ordered it 2 months in advance! pic.twitter.com/Cmg3BzVhvg– Sam Felts (@Sam_Felts) November 20, 2020
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So I went to open my PlayStation 5 which I ordered to @Amazon UK and i found this! Someone has replaced it with rice! Wish I was kidding! Please RT! pic.twitter.com/VcSNce4Zgo
– iamadamsullivan (@iamadamsullivan) November 19, 2020
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Is it standard practice to use sellotape in addition to amazon brand tape? because this seems unreliable pic.twitter.com/tebPK4lSV6
– detective yonic (@flagwithoutwind) November 19, 2020
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Several people reported that a courier van stopped outside, as if to register the delivery at a specific location, and then drove away. Here’s an example of a complaint about this from someone who still had their console, albeit only after reportedly confronting the delivery driver later on:
@Amazon UK @amazonhelp The delivery man marked my delivery failed and saw him get into the back of the truck outside my house and drive 20 feet down the road for the next delivery. He came out and asked her to take the box out the back and found the following manipulation. Crushed QR code and open box. pic.twitter.com/eeSl8rPMzl
– Christopher Green (@ CDGreen22) November 20, 2020
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This morning I spoke with Amazon customer Jamie Al-Kadhimi, who told me how he and his brother had bought PS5 consoles and arranged them to ship to his home. As it was not his brother’s usual place of delivery, Amazon provided a unique code to ensure that the delivery address could only be verified by his brother in person. Jamie’s request, since it went to his own home, did not qualify for this.
Jamie told me that they tracked down the courier carrying both consoles, although when the truck arrived, they only gave him his brother’s console. (In the case of deliveries with a unique code, this must be entered in order for the courier to record the item as delivered). The messenger even tried to take his brother’s console to the warehouse, saying that the box was slightly damaged and that he could get him another. one. Jamie’s brother refused.
As for Jamie, who assumed the driver would return with his own console from his truck … he’s still waiting. The messenger left and never returned.
Digital Foundry senior writer Will Judd had a similar problem: His GAME order was recorded as delivered to a neighbor, though he says it was never delivered by Yodel’s delivery driver who stopped there and then left again.
# missingPS5 summary:
1. I was notified at 4:30 pm that my @GAMEdigital The PS5 was handed over to a neighbor even though I was in
2. Neighbor says a @YodelOnline The courier spoke to them, they agreed to take the package to me, then the courier left with the PS5 (?!), Never to return pic.twitter.com/4CU9a4HGOp– Will Judd ?? (@wsjudd) November 20, 2020
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Today I spoke to another customer with a similar experience to Will’s, but again from Amazon. Both he and a friend were waiting for PS5 consoles in his local area and tracking his courier van. They both noticed that an Amazon van pulled up outside, then they both saw their consoles marked as delivered, just so no actual delivery was attempted.
Of course, the vast majority of people will have gotten their PS5 orders from Amazon yesterday fine, although Sony has yet to say exactly how many consoles it changed here in the UK on day one. Many retailers have struggled with GAME delaying the sale of their remaining stock yesterday morning, and Currys had to cancel its own sale entirely after accidentally taking orders too early.
Still, it remains to be seen how Amazon can address the issues that have been reported in the past 24 hours. Eurogamer has reached out to the retail giant for comment.
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Do the PS5 and Xbox Series X have too many bugs at launch?
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