Hi all,

I am new here.

I recently moved and forgot to update my address. Amazon sent the first removal orders for items to my old address. When I realised the mistake, I contacted Amazon, but they informed me that the process had already started and the address couldn’t be changed—even though the items hadn't yet been shipped.

After updating my address, Amazon then sent another batch worth £2,500 to my old address again. Despite my account showing the new address, I was told the address hadn't been updated.

Since I no longer lived at that address, the delivery was rejected and returned to Amazon. However, Amazon continued to insist that the items were delivered to me. I provided tracking numbers and screenshots of the Proof of Delivery (POD), which clearly showed that the items were returned to Amazon in Bristol and Scotland, see attachment, it is pretty obvious but Amazon still insists it was delivered to me. Do people know if they use AI as it seems weird that a human would get things wrong this much.

After about 15 exchanges and a series of generic responses, someone finally reviewed the case and acknowledged that one out of the five deliveries was indeed returned. I then highlighted and sent back their own internal check, which confirmed that the other four were also returned to Amazon.

Now, Amazon admits that four of the deliveries were returned but claims I can’t request the items because they were "already attempted." They also maintain that the fifth item was delivered to me, despite the POD evidence I provided.

I'm planning to discuss this with my MP next month, as this experience has been extremely frustrating. It feels as though I’m being told to simply forget about it and move on. One staff member even mentioned that the PODs will go offline soon, acknowledging that sellers are unhappy but still can’t reclaim their items.

Is this really how business is conducted on Amazon—where sellers are expected to just gift Amazon their goods?

Does anyone have the address for their complaints team or a contact number for senior management or HQ?

Thanks all.