PS5 fail: Amazon customers getting appliances and cat food instead

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Amazon says it is working on the issue

PS5
(Image credit: Sony/Anthony Diickens)

Amazon UK customers have been venting on both Twitter and Reddit, describing a not insignificant number of PS5 orders being received with other items instead, from foot massagers to rice. 

In some cases it looks like delivery drivers could be stealing PS5 units from customers. In a statement to Eurogamer, Amazon has acknowledged the issue. 

"We're all about making our customers happy, and that hasn't happened for a small proportion of these orders," said an Amazon spokesperson to Eurogamer. "We're really sorry about that and are investigating exactly what's happened. We're reaching out to every customer who's had a problem and made us aware so we can put it right. Anyone who has had an issue with any order can contact our customer services team for help."

According to Eurogamer, who spoke to individuals affected, so far Amazon customer service is asking customers to wait 48 hours before a formal complaint can move forward. Some have been offered a five pound gift card. 

On Reddit, multiple users are reporting instances of delivery drivers stopping outside their homes, marking the package as delivered, and then driving off. Per those threads, Amazon customer support suggests users submit any footage of the incident to local police and file a report. 

Unfortunately, for users who received a George Foreman grill in lieu of a PS5, finding another unit will be difficult. Unless Amazon can guarantee these users will get their PS5s during the next wave of shipments, another unit will be hard to track down given the demand. 

Another Twitter user, who was patiently awaiting his PS5, noticed a van pull up and drive away to a house down the block. He went and confronted the driver only to find that the QR code had been damaged and the box had been opened. 

A curious case occurred with Digital Foundry senior staff writer Will Judd. His PS5 was taken to his neighbor's house, even though he was at home. His neighbor said he agreed with the courier to take the box on Judd's behalf, only for the courier to walk off with the PS5.  

It should be noted that the vast majority of Amazon customers did receive their PS5s, but the duplicity from some delivery drivers is troubling, especially during a pandemic when people are stuck at home starved for entertainment. 

Imad Khan
Imad Khan

Imad is currently Senior Google and Internet Culture reporter for CNET, but until recently was News Editor at Tom's Guide. Hailing from Texas, Imad started his journalism career in 2013 and has amassed bylines with the New York Times, the Washington Post, ESPN, Wired and Men's Health Magazine, among others. Outside of work, you can find him sitting blankly in front of a Word document trying desperately to write the first pages of a new book.

3 Comments Comment from the forums
  • SirStephenH
    sigh
    No, delivery drivers and thieves aren't targeting PS5 orders. There's no way to tell what's in the box without opening it first.

    Wrong items being sent is a common problem which sounds more common because PS5 buyers are making a lot of noise about it.

    Thieves stealing from packages happens all year round but is far more common before Christmas.

    I'm sure several of these reports are false, either trying to create an issue online where there is none or trying to get a free second PS5 by reporting the first to Amazon as stolen. Both of these things happen all the time at varying levels.
    Reply
  • ShadowFoxBiH
    SirStephenH said:
    sigh
    No, delivery drivers and thieves aren't targeting PS5 orders. There's no way to tell what's in the box without opening it first.

    Wrong items being sent is a common problem which sounds more common because PS5 buyers are making a lot of noise about it.

    Thieves stealing from packages happens all year round but is far more common before Christmas.

    I'm sure several of these reports are false, either trying to create an issue online where there is none or trying to get a free second PS5 by reporting the first to Amazon as stolen. Both of these things happen all the time at varying levels.

    I would beg to differ, I spent a week trying to get a PS5 from Sony directly, finally scored on Wednesday this week and it was delivered yesterday via FedEx (I'm in the US), the delivery driver knocked on the door verified my ID and handed the box over to me and said "congratulations on your new PS5", so I would assume if you have a bunch of these all the same size coming from the same place it would be pretty easy to figure out what it is after a few days.
    Reply
  • ShionBlue01
    Actually they do know. Not specifically like the title of the console. They know what it could be. I get packages and deliveries from USPS, AMAZON, FEDEX, even the occasional UPS. I ask my post man, do you ever know what’s in here. I got a huge box with no prescribe glasses and 3 novels. She told me, “it said a couple books and eyewear”. They can see the worth of the product, the sender, and what the sender labeled the product as, all in one device. So, if the driver can see that a package is labeled “game console” , it’s worth and the sender’s name(that isn’t just amazon, amazon warehouse etc.), they can assume its a ps5.
    Reply