Like most people, I've ordered a lot of packages (hundreds?) on Amazon and almost never had a problem. In the rare case of a problem, Amazon would instantly refund me. But almost all those orders are under $1000. Everything changes when you have a problem with an expensive order. Amazon has a price threshold where the support system is different and the normal CS people are powerless.
During lockdown, I ordered a Sony camera and lens that was in the $5k+ range. The package went "missing" with the shipper with obvious fake tracking data, like multiple "customer not home" delivery attempts timestamped at 12am in the morning. The packages never showed up. Amazon kept saying it was the shipper's fault and the shipper said it was Amazon's responsibility. Lots of tweets, etc, got me nowhere.
In the end Amazon finally refunded me, but it was a nightmare. They wouldn't even talk to me until I waited a number of days after the package was late and even then all they would say is that it had to be escalated to management who would review the issue eventually. Even when they finally agreed the package was lost, I had to wait for another management review to actually get the refund issued. They had my money tied up for weeks with no recourse for a package they never even delivered. I can only imagine how bad it would be if the shipper claimed it was delivered.
My recommendation is to skip Amazon for anything expensive or at high risk of shipper theft/fraud. Your customer experience will not be the same as when they lose a $10 package. They will treat you like a criminal no matter what your past history with Amazon is.
During lockdown, I ordered a Sony camera and lens that was in the $5k+ range. The package went "missing" with the shipper with obvious fake tracking data, like multiple "customer not home" delivery attempts timestamped at 12am in the morning. The packages never showed up. Amazon kept saying it was the shipper's fault and the shipper said it was Amazon's responsibility. Lots of tweets, etc, got me nowhere.
In the end Amazon finally refunded me, but it was a nightmare. They wouldn't even talk to me until I waited a number of days after the package was late and even then all they would say is that it had to be escalated to management who would review the issue eventually. Even when they finally agreed the package was lost, I had to wait for another management review to actually get the refund issued. They had my money tied up for weeks with no recourse for a package they never even delivered. I can only imagine how bad it would be if the shipper claimed it was delivered.
My recommendation is to skip Amazon for anything expensive or at high risk of shipper theft/fraud. Your customer experience will not be the same as when they lose a $10 package. They will treat you like a criminal no matter what your past history with Amazon is.