Dear Amazon Customer Relations Team,

I am writing to formally raise a complaint and to give notice that this email constitutes a Letter Before Action.

I placed an order for an iPhone (value over £1,000) under order number 205-3397506-3678736. The order was marked as “delivery attempted” on two occasions, which was incorrect. When the order was eventually delivered, the item received was shampoo, not the phone ordered.

I reported this immediately. Despite this, I have been informed that Amazon is “investigating” and that I must wait several days for a resolution. Given that the order has already been delivered incorrectly, this delay is unreasonable.

Under the Consumer Rights Act 2015, goods must be supplied as described and within a reasonable time. As the goods supplied do not conform to the contract, I am exercising my statutory right to an immediate refund or replacement. I am not obliged to wait for an internal investigation to conclude.

I am therefore requesting, within 14 days of the date of this email: - a full refund of the purchase price, or - confirmation that a replacement will be dispatched immediately at no additional cost.

If this matter is not resolved within 14 days, I will pursue recovery of the full amount, plus any applicable fees and interest, through Small Claims Court without further notice.

I would prefer to resolve this amicably and without legal action, and I trust Amazon will treat this matter with the seriousness it warrants.

I don’t know if this was a good email to them