Our managing director Ant Dickens’ ongoing PlayStation 5 launch nightmare has been the subject of much discussion ever since the system released last month. For those of you who weren’t aware, a worrying number of next-gen Amazon UK orders were stolen in November, with many receiving alternative items, like dog food and cat litter. Our esteemed colleague received a Nerf gun – a fun toy, no doubt, but you can’t play Astro’s Playroom with it.
So widespread was the issue that BBC’s consumer rights show Watch Dog launched an investigation. For many customers, given how downright difficult PS5 stock is to find, they wanted priority for the retailer’s next shipment. For whatever reason, Amazon UK said it couldn’t guarantee that, instead offering refunds and monetary sweeteners. There was hope, however, in a recent email from the retailer that suggested it may have a more positive solution for disgruntled gamers.
We can confirm that Amazon UK is now contacting any customers who were victims of PS5 theft offering them priority placement for a new next-gen console. “We are pleased to confirm that we will be able to secure a PS5 for you as a replacement for the order that you didn’t receive,” reads an email from the organisation. Consumers need to contact customer services in order to confirm they still want the system, and it’ll be delivered within 14 days.
This, perhaps, also suggests that the UK is due a new shipment of PS5 stock, so keep an eye out for that if you haven’t secured a system yet. We’re happy to see Amazon UK do the right thing in the end, and we hope all affected customers finally get the console they should have received on launch day.
While this shouldn’t have happened, the system is definitely worth the wait!
Good news. Hope all goes well this time for everyone who this happened to.
A happy-ish ending, but this took Amazon far too long. Even with the stock delays direct from Sony, this would've been an easy thing for them to guarantee from the get-go; instead, everybody had to suffer their haphazard scramble to save face.
Best of luck to everybody finally expecting their console. Here's hoping they don't use the same criminal drivers this time!
Amazon's response to internal theft is bizarre. How about the Amazon driver caught on camera scanning the PS5 box as delivered and then putting it back on his truck? Amazon's initial offer for that family was a five pound credit. They didn't even fire the guy at first. WTF?
What I can't believe that the drivers haven't been arrested for theft, or at least suspended pending an investigation.
@Unlucky13 There's no evidence one way or the other where the theft has occurred, is there?
If the box arrives sealed, it would suggest the switch has happened in-house, before a driver ever gets near to the parcel.
@Woogy In an earlier article posted here, it was said that multiple drivers were found to have stopped in the area of the address, driven off, and then later returned with the box with a different item inside. That is extremely suspicious at a minimum.
@Woogy A lot (maybe all, I'm not sure) of the switched items arrived in packaging that was sealed with normal clear tape rather than the usual Amazon branded tape. That heavily implies it was switched after leaving the warehouse since warehouse staff could use the Amazon tape to reseal it.
I'm a recipient of the Amazon's email and nowhere in it does it say how they will ensure the item will be delivered. It seems that they will just try their luck again and deal with the fallout afterwards.
Mine just never showed up, as it was 'lost' once it arrived at the Hermes depot. I just rang Amazon and they said they know nothing about this replacement plan and only to contact them if I get an email offering a replacement
@finalstan was yours one that was item-switched or one that never arrived? I'm trying to figure out whether or not I'm likely to be offered a replacement
@Matroska I think too much is being read into the tape. Mine arrived with plane tape too. Plus I think you’d do a better job of hiding it if you were stealing internally. It would prob stand out like a sore thumb if something not expected was used.
I hope they have managed to recover all the stolen PS5s and whoever is responsible promptly handed over to the police, you would think they would be able to track where these things went
Yes, yes, but will they get to keep the brevill toaster and other bits??
@Woogy I witnessed two Amazon trucks meet up in front of my house and instead of delivering a package, they exchanged stuff between their trucks. I don’t know if that sort of thing is routine, but it definitely look suspicious.
@Axerated One that never arrived.
@TG16_IS_BAE sharing routes. It's common practice...
@Skywalker1080p Asking the big, important questions!
@Antdickens Were you able to keep the $150 they gave you as well?
@whizzkidd Oh, I know you’re correct in that statement, it just also seems like a great opportunity to do something dishonest.
@Tasuki yeah, they didn’t ask for the £150 back which has now been donated to charity 👍
I was stood at the gate when my delivery turned up! No opportunity to take it. It wasn't from Amazon but I just wanted to make sure I got it. The driver did actually offer me £700 for one (had a disc one for me and a digi for my boy for Xmas). Promptly told him to do one!
But does that mean the next stocks of ps5 are already earmarked for the ones they lost?
It's always good to hear corporations will do the right thing after a few weeks, so long as you have a gun to their head and have at least a few hundred people threatening criminal investigation. Restores my faith in humanity.
Contacted amazon. They claim this is fake news.
@antdickens You donating that £150 to charity is proof (if proof were needed) that this couldn't have happened to a nicer guy. I really, really hope that your replacement console arrives safe and soon!
I'm surprised they didn't go with this right away. We all know that amazon are scum when it comes to their own employees, but they're usually outstanding when it comes to customers.
I once had a 4K HDR TV go missing during delivery. I got on to the live chat service and they sent a new TV, same model, free of charge.
Have to agree with what others have said, really could have done with Amazon taking swifter action to remedy this.
Regardless, really pleased for those that had their PS5 orders cough lost/misplaced and who can now enjoy a merrier Christmas
Also, I really hope that Amazon have learned from this and entrust delivery of the replacement orders with a more trusted courier!!
@RogerRoger haha, I’ll believe when I see it. Coincidentally the NERF gun is gonna get donated to a local children’s hospice too. Figured I don’t want to profit from the bad luck. Just want the PS5.
That's great news for the victims but what about those people worked at Amazon that stolen the PS5 and replace those stuff ? I hope those people caught, fired, and put in jail for their crime.
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