Amazon.co.uk - where's my stuff?
Hits 30304 | Created 2007-08-22 | Modified 2007-08-22Trouble with an Amazon.co.uk delivery? CDs not turned up? Ignoring your emails? Read on... I used to love Amazon. I used to buy a lot of books and computer games from them. But no more... Never again! Why? Because they recently took 15 days to deliver a book to me, and their customer service is the worst I've encountered since Talktalk, and that's saying something.
Okay, the details. Books ordered on the 7th August 2007. They were marked as 'Dispatched on 9 Aug 2007' a couple of days later. With an additional 'Delivery estimate: 10 Aug 2007 - 13 Aug 2007'. '1 package via Royal Mail - Delivery Option: First Class'
This all looks goood, so I wait for my books to arrive. The date comes and goes. I wait a few days longer and finally send them an email through their on-site contact pages:
The beauty of an on-site email system is that the client ends of with no record of what they sent, or when, unless they are cunning enough to record it all. I didn't think I would need to (more the chump me), so didn't. I was polite (I always am in enquiry emails) and simply asked where my books were and if they would be delivered soon?
I wait a couple more days, no answer.
I send a new email, less polite this time, asking for an update. I let them know that I'm unhappy now.
I wait a few more days, no reply.
I send a new email, asking if I am going to have to send an email every day to get some action? I let them know that I'm now furious with them.
On-line, nothing has happened, my order is still marked ' 2 items - delivery estimate: 10 Aug 2007 - 13 Aug 2007'
I wait a few more days. Now it is the 21st August. I've been busy or I would have pursused this more than I had. I check on-line and a new order has mysteriously appeared:
Delivery #1: Dispatching Soon. We are preparing these items for dispatch and this part of your order cannot be cancelled or changed.
Delivery estimate: 23 Aug 2007 - 24 Aug 2007
What? The order has a cost of £0 and is for the same items as I ordered on the 7th of August. Still no emails from Amazon.co.uk.
I finally break and use the 'Contact Us by Phone' option on-site:
This works well enough, but the options don't seem to relate to my problem, so I choose any of them, and have to be transferred to the correct dept by a pleasant man on the seller's support line. The phone is answered quickly enough by Tiago.
Tiago is also pleasant and calm. He tells me that my order was lost in transit and that they are sending my new items.
- When? I ask
- We will be dispatching them today. They should be with you in 2 to 3 days.
I protest and demand a discount, or special delivery options, or a cancellation.
He can't offer me any discounts, or special delivery (first class only, but that's what they offered before!) and can only cancel one of the items, as:
- One of the items is on a truck. He says.
Which could mean anything.
I splutter. He doesn't seem to know why they never sent me any emails and can't help me further. I hang up.
Terrible. Simply terrible. One less customer.