I
am not at all happy with the service from Amazon.co.uk. When I
ordered on the 24th July the website showed there were three of the item I ordered in
stock. Amazon.co.uk confirmed receipt of the order which works on the
basis that the item I ordered was in stock and that it would be
delivered five to seven days later. On the 25th
July I'm told that my delivery had been dispatched – which means
it
must have been in-stock – and
I
could expect the item today
and
that amazon.co.uk had taken payment as my 'contract
to purchase' had been completed. Yesterday
(31st July) I received a telephone call asking me if I would consider accepting
a different make and different model with
different specifications as
an alternative to my ordered item.
I confirmed that I wanted what I had ordered and what had been stated
as dispatched to me.
Today
I'm informed that the item I ordered had not in fact been dispatched,
even-though a payment had been taken from my credit card, because
they didn't have any in stock.
On the 24th July 2013, having placed an order on Amazon.co.uk,
I received an email with the subject line: 'Your Order with
Amazon.co.uk.' They wrote to me: 'Thanks
for your order, Elliot Sampford.. . . Delivery estimate: 29 July 2013
– 1st Aug 2013.' They confirmed: 'This e-mail is only an
acknowledgement of receipt of your order and your contract to
purchase these items is not complete until we send you an e-mail
notifying you that the items have been dispatched to you'. Fair
enough.
On the 25th July 2013 I received the email entitled: 'Your Amazon.co.uk order of
. . . has been dispatched.' this confirmed that my contract to
purchase the item was complete. The email went on to confirm:
'Dispatch Confirmation Order # xxx-xxxxxxx-xxxxxxx . . . We
thought you'd like to know that . . . Your order is on the way, and
can no longer be changed . . . Your
estimated delivery date is: Thursday,
August 01, 2013'.
The email also confirmed that payment had been taken for the order:
'Paid by Visa: £xxx.xx.'
On
the 30th July 2013 I received an email from
Amazon which said: 'Dear Elliot Sampford, Thank you for placing your
order with us. I tried contacting you on the telephone number that we
have on file xxxxxxxxxxx but could not get through to you. In order
to fulfil your order in timely manner, we instructed our supplier to
process and dispatch your order directly to you. They have contacted
that there is an issue with the order which we would like to discuss
with you. Kindly provide your best contact phone number and a
convenient time, or contact us on 084568001708.
Today
I received the following email from Amazon: 'Dear Elliot Sampford, It
was a pleasure speaking with you earlier. As discussed, I am sorry
that we could not supply the exact item that you ordered. I have
initiated a full refund for the transaction.
Why
was my order accepted for an item of which they had no stock? Why was
I informed that a product that didn't exist had been dispatched to
me? Why was payment taken for an item that didn't exist?
I
am not at all satisfied with the service from Amazon.co.uk and
supplier.
I
find it totally unacceptable to be mislead
by any supplier of goods or services. Especially
one that takes money for something that cannot be supplied because
it doesn't exist.
I expect to see the refund due to me on my credit card account tomorrow.
I
wonder if any of my readers have had similar problems.
Thursday, 1 August 2013
11 comments:
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The fact that money was taken form your account is the main worry. I have to say that I have only ever had good service from Amazon and if anything went wrong they went all out to put it right. I would imagine the problem lies with the supplier, who, it seems, hasn't got his act together ... as well as misinforming Amazon. I do hope things are sorted out quickly, one way or the other.
ReplyDeleteThanks for your comment. Like you I have received good service from Amazon in the past. I agree with your point that the problem probably originated with the subcontractor 'MrTronics'. But Amazon chose to sell products supplied by that company. I have posted a critical review of MrTronics on Amazon's website.
DeleteI can only go by my own history of Amazon.co.uk. I live in Spain and use them regularly to deliver goods to my Spanish address. Most of the items i have ordered have arrived with super saver free postage which is fantastic. I have once returned very large item to them and they processed my refund of 150 Euros without delay. They have always been very courteous and quick to try and correct any problems that i may encounter. Only once have they failed to deliver an order to me which was due to the parcel going astray and there was no replacement item available. I have to tell it like it is, i have only praise for them.
ReplyDeleteThank you for your comment, it's always good to hear from a new voice. Until recently I was resident in Spain, like yourself, and used Amazon.co.uk and received a good quick delivery service. The laptop I'm using now was delivered to me in Spain. What I find unacceptable on this occasion is that I believe I was deceived by Amazon and MrTronics. It may well be that Amazon was also subject to a deception in being told the item was available, when it wasn't, but that's their problem. A company's reputation is only as good as its last action and on this occasion I was let down. At some point in the future I will probably order from Amazon again but certainly not if MrTronics is the supplier.
DeleteDuring your visit to my weblog I hope you found some of my other postings of interest and will pop in again.
Hello again. As point of interest referring to Amazon, i think you can be rest assured that Mr. Tronic would have been severely reprimanded. The normally come down very hard on there suppliers as a friend of mine knows to his cost. A total ban can be implemented for a number of weeks or months which involves a great loss of revenue.
ReplyDeleteI always enjoy your blog and i follow you on face book.
This comment has been removed by the author.
ReplyDeleteThis comment has been removed by the author.
ReplyDeleteEstoy encantada de escuchar sus buenas noticias.
DeleteQue tenga un buen día.
Hello there, If i were in your position and i assume that you live in the UK i would wait until the 5th October. I know this is a Saturday (but these people work 24/7) and then if the dispatch date has not altered or the position i would phone Amazon., Or you can email the supplier, and definitely bring Amazon into the equation. I live in Spain and cannot phone them but i have had a great deal of success by email etc with refunds and missing orders. I find them always very helpful although i do know it is very annoying to feel that your valued custom is being abused. Good Luck.
ReplyDeleteThis comment has been removed by the author.
ReplyDeleteI thank you Gene and Pottersvilla for your recent comments.
ReplyDeleteI did get my money back from Amazon. I obtained an almost identical replacement item from an alternative supplier – without any hassle and with an excellent delivery service.
I have recently purchased from Amazon again but only items which were shown as held by the company. I will not purchase any items which are shown as coming from a third party seller.
I agree with Gene, in that if there was a problem with a service offered, I would only use email to contact the provider where at all possible. If I did not know the email address then I would make a brief telephone call to obtain the contact details.