Amazon Apologizes Over PS5 Orders As Multiple Customers Receive Random Items Instead of Console

Amazon is investigating after some customers who pre-ordered PlayStation 5 consoles complained that they didn't receive them, but got other random items instead.

Bex April May took to Twitter on November 19, the day the console launched in the U.K., to report that she opened her package to find an "unsolicited" air fryer inside.

May said Amazon had marked her order as "missed" even though no attempt at a delivery had been made, then later she received a package with the air fryer she hadn't ordered.

Happy #PS5 day everyone. Tried to document our one’s unveiling, but Amazon have tricked us with an unsolicited air fryer instead (after giving delivery password). Anyone else had this problem today? pic.twitter.com/99IUSzSJUU

— Bex April May (@bexlectric) November 19, 2020

"Happy #PS5 day everyone. Tried to document our one's unveiling, but Amazon have tricked us with an unsolicited air fryer instead (after giving delivery password). Anyone else had this problem today?" May wrote on Twitter, alongside a clip of the package she received.

"Delivery was fake 'missed' at midday with a 'we couldn't deliver' message (with no attempt at delivery made). Now looks like it was siphoned off then before reappearing this evening, replaced with an air fryer inside."

Others responded to her thread with similar complaints—with some saying they had received cat food, duct tape, a fitness kit and a George Foreman grill instead of Sony's latest games console.

"The exact same thing happened to me, I got a George Foreman grill!" Sam Felts replied.

"Looked like the box had been opened at some point as well. Now I can't get a replacement because there is no stock anywhere in the UK even though I pre-ordered it 2 months in advance!"

How are you helping customers who have been scammed like this today @Amazon @AmazonUK @AmazonHelp? Seeing multiple reports of people’s #PS5 deliveries being stolen today. pic.twitter.com/csubQP9zvw

— Bex April May (@bexlectric) November 19, 2020

On Reddit, some users reported that they saw delivery drivers stop outside their homes, mark packages as delivered then drive off.

May also conducted a Twitter poll asking others who had their PS5 consoles go missing through Amazon what they had received.

Around half of the 500 or so people who responded to her survey said they received a random item instead of the console, while the other half said they received no package at all.

The exact same thing happened to me, I got a George Foreman grill!
Looked like the box had been opened at some point aswell.
Now I can't get a replacement because there is no stock anywhere in the UK even though I pre-ordered it 2 months in advance! pic.twitter.com/Cmg3BzVhvg

— Sam Felts (@Sam_Felts) November 20, 2020

In a statement to Newsweek, an Amazon spokesperson apologized and said the company is investigating what had happened with the orders.

The spokesperson said the only a "small proportion" of Playstation 5 orders were affected, but said the company is reaching out to those customers to resolve issues.

"We're all about making our customers happy, and that hasn't happened for a small proportion of these orders," the spokesperson said.

"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."

The PS5 quickly sold out when pre-orders were available in September.

Those keen to get their hands on the next-gen console had the chance on launch day—which was November 12 in the U.S.—but some have expressed frustration after not being able to purchase it in stores and online due to high demand and limited stock.

PS5
The new Sony PlayStation 5 gaming console is seen for sale on the first day of its launch, at an electronics shop in Kawasaki, Kanagawa prefecture on November 12, 2020. Charly Triballeau/AFP via Getty Images