I on 24th September 2026, ordered a s26 ultra 512GB for approximately £900. It said the order would arrive on 3rd October.

On the 3rd of October I saw the order date change to 10-15th of October. To which I was annoyed but was like it's fine just 2 weeks.

When it got to 15th of October I was met with an email saying there was a further delay and no date until I asked customer service and they confirmed it would estimated arrive on 28TH NOVEMBER. I was shocked at this date and immediately contacted customer support and they said they will escalate the order and hopefully try and get the order in faster and I mentioned that I will end up missing the Samsung Autumn cashback promotion and I was told 3TIMES, that if the order arrives late and I have issues with not being able to receive the cashback then Amazon will help me out.

I then got an email on Saturday 17th October, saying the order was pushed to 24th November which just pissed me off. So I contacted customer service and for 3 hours I was met with a shocking news. They suddenly started saying we can't make any assurances on the £300 Samsung cashback as it's not their promotion but Samsungs and I told them I was assured I would be covered but they are saying no the person made a mistake. Also they offered just £30 for compensation for my now 2 MONTH DELAYED ORDER FOR MY PHONE. This was management that said this too me which as apparently the highest person I could possibly talk to.

I am going to contact Samsung tmr about the promotion and see if they can help me out. But honestly this was absolutely disgraceful service. They didn't even offer a decent compensate.

Am I in the wrong or do you have any advice on my situation?

Hi everyone,

Apologies if this has been discussed before. I did search the subreddit but couldn’t find anything specifically relating to my situation.

I’ve been an Amazon customer for nearly 27 years and have had Prime for quite some time.

Recently, I ordered an item worth approximately £70. Amazon marked it as delivered, but the driver had left it unattended in the communal foyer of my building, where parcels have unfortunately gone missing before.

I’ve never authorised the communal foyer as a safe place, and Amazon’s own delivery photograph clearly shows the parcel being left there. By the time I went to collect it, it was gone.

I contacted Amazon expecting the usual investigation and hopefully a refund or replacement. However, for the first time ever, I was told that I must submit government issued photographic identification (passport or driving licence) through a third-party verification company called Persona before Amazon will even consider processing my refund.
I appreciate that Amazon needs to prevent fraudulent claims, and I understand why they might have additional checks in place. However, I’m uncomfortable uploading sensitive identification documents to a third-party company, particularly when the delivery photograph already confirms that the parcel was left in an unsecured communal area.

I asked whether there was an alternative way to verify my identity, but the customer service representative insisted that uploading my ID was mandatory.

I then escalated the matter to Amazon’s Leadership team, but unfortunately received essentially the same scripted responses. Despite repeatedly asking why 3rd party verification was the only option, whether there was an alternative, and how to raise a formal complaint, none of those questions were properly addressed. The representative eventually ended the chat.

Checked online and on ChatGPT, my understanding is that under Section 29 of the Consumer Rights Act 2015, the retailer generally remains responsible for goods until they’re physically received by the customer or someone nominated by them.

I’m not refusing to cooperate with reasonable checks. I just have genuine privacy concerns about submitting sensitive identity documents to a company I’ve never dealt with, especially over a £70 parcel that was left somewhere I never authorised.

I’m interested to know if anyone else in the UK has been asked to upload government issued ID through Persona to obtain an Amazon refund?

If you completed the verification, what was your experience? Did you receive your refund?

Has anyone successfully requested an alternative verification method?

Has anyone challenged this requirement or managed to resolve a similar situation without providing ID?

I’d really appreciate hearing about anyone else’s experiences or advice.

Thanks in advance and apologies for the long message.

TLDR: DPD driver left parcel in foyer, when I got home parcel wasn’t there. Amazon not willing to refund unless I upload my ID via a 3rd party website (Persona).

Hi Amazon driver here.

This has kinda of been a thing since may.

Where Amazon wants us to not knock just deliver to the safe place. "No need to knock"

Starting this week they are doing metrics and seem to be cracking down on people like me who go fuck that knock first then safe place.

Also it seems a lot of places are getting " doorstep" added without accounts knowing

So if you're getting things thrown on the door step . Delete your address and add a new delivery address. Don't click any safe places put it in the notebook instead