u/An_Cathmhaoileach-R

So apparently my iPad was delivered by Amazon… except it never arrived.
Amazon tracking says it was delivered, and they say the delivery was verified with an OTP. I never received the iPad and I have no idea where it went.
After going back and forth with Amazon, an Amazon supervisor actually emailed me confirming:
“I’ve processed a refund of GBP398.99 back to the original payment method.”
Great — except the refund never arrived either.
Then Amazon Executive Customer Relations investigated the case and told me:
“it seems the item was stolen by a third party.”
They instructed me to report it to the police. I’ve now reported it to An Garda Síochána and have a PULSE reference.
But then another Amazon customer-service agent replied saying:
“We’re unable to issue you a refund for this order.”
So I’m now stuck with:
Amazon: It was delivered.
Me: I never received it.
Amazon: We’ve processed your £398.99 refund.
Me: Where is it?
Amazon Executive Customer Relations: It appears to have been stolen. Report it to the Gardaí.
Another Amazon agent: Sorry, no refund.
At this point, I’m beginning to wonder whether the driver simply “forgot to deliver” my iPad and nobody at Amazon knows what happened to it afterwards.
I’ve got all the emails confirming the above.
Has anyone else had an Amazon delivery that was marked as delivered, never actually arrived, and then turned into a complete nightmare trying to get Amazon to acknowledge what happened?

I’m posting this because I’m genuinely at a loss as to how Amazon can have so many completely contradictory versions of what is happening with my case.
I ordered an iPad from Amazon. It was marked as delivered using an OTP, but I never received the item.
After contacting Amazon repeatedly, I eventually received an email on 19 July 2026 from an Amazon Supervisor Team member, which stated:
“I’ve processed a refund of GBP398.99 back to the original payment method.”
I was told to allow 7 business days.
The refund never arrived.
I contacted Amazon again, and eventually the case was escalated to Executive Customer Relations.
Kyle A. from that department told me that, based on Amazon’s investigation and my statements:
“it seems the item was stolen by a third party.”
He then instructed me to report the theft to the local authorities and provide Amazon with the crime reference. He also gave me a deadline of 24 August 2026 to provide it.
I’ve now reported the matter to An Garda Síochána in Ireland and have been given a PULSE reference. I’m following the procedure Amazon itself told me to follow.
Here’s where it gets ridiculous.
Instead of responding to the information I was providing, another Amazon representative, Joyce, sent me what appears to be a completely generic response saying that the package was delivered because the OTP was entered into the driver’s device and:
“We’re unable to issue you a refund for this order.”
So, as far as I can tell, Amazon has managed to tell me all of the following:
1. An Amazon Supervisor: “I’ve processed a refund of GBP398.99…”
2. Executive Customer Relations: “it seems the item was stolen by a third party.”
3. Me: reports the theft to the Gardaí and obtains a PULSE reference as instructed.
4. Another Amazon representative: “We’re unable to issue you a refund for this order.”
🤷‍♂️
The really frustrating thing is that I wasn’t even asking Joyce for a new refund. I was simply providing information that Amazon’s own Executive Customer Relations department had specifically asked me to provide.
It genuinely feels as though different Amazon departments aren’t reading the same case history.
I’ve kept all the emails, including the written confirmation that the £398.99 refund was processed.
Has anyone else had an Amazon OTP delivery issue where Amazon initially confirmed a refund and then subsequently refused it?
And has anyone successfully dealt with Amazon Executive Customer Relations / a case where a delivery driver was suspected of taking the item?
I’d particularly appreciate advice from anyone in Ireland who has dealt with Amazon.ie and An Garda Síochána over something like this.
I’m not accusing anyone publicly of theft — the matter has been reported to the Gardaí and is being investigated. I’m just trying to understand how to get Amazon to honour a refund that Amazon itself confirmed in writing had already been processed.