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Ongoing difficulty with Amazon
Comments
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Wealdroam, Is that the case? I have been told repeatedly that I will not recieve any form of refund until 5-7 days after the return has been made.
Is anyone aware, with regards to collection, If I don't cancel the date right now, and I get given a delivery window of anything after 10, will I be able to cancel it on the day or will this just go down as a missed collection?0 -
Regulation 34 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 explains it.Wealdroam, Is that the case? I have been told repeatedly that I will not recieve any form of refund until 5-7 days after the return has been made.
Paragraph (6) states that as the seller has offered to collect the goods, then the seller must refund by "the end of 14 days after the day on which the trader is informed of the consumer’s decision to withdraw the offer or cancel the contract".
I have to say that others on this forum may feel that Amazon are not bound by this legislation because they are a Luxembourg company.0 -
My most recent text, from DPD, suggests that they will email on the day to indicate a more specific window, but for the time being I have to make-do with 9-5. It's possible that someone will be available to go to the address, but that depends on which window i'm given, which I won't know until it's too late, if that makes any sense.
How did you pay for the item?
From what you have said, it sounds to me like Amazon had no legal right to take payment. Therefore it seems to me you have a choice.
Firstly you could make a chargeback via your credit/debit card/bank (if you withdrew your offer to buy when you say you did). You obviously still need to allow them to collect the item but if Amazon did not have your money then they might be a bit more accommodating about a delivery solution that meets your needs as well as theirs e.g. evening or Saturday morning collection.
The downside is that they seem so confused doing a chargeback will probably make the problem even worse, and take longer to fix. Furthermore they could ban you from making any future orders e.g. if they believe you are too difficult a potential customer.
Alternatively you go along with their requirements (however annoying that is). It probably will result in the quicker solution in the long run.
Re DPD - I have had deliveries from them and they email you on the day with a one hour slot showing when the driver is expected. You can also see on the internet in near real time, where the van is, and how many deliveries they have to make before yours. It is not 100% accurate e.g. the driver may arrive, when they are shown as being 15 minutes and 2 deliveries away. However on the occasions they have delivered to me I have found it to be a very good facility. (I also expect the one hour slot is indicative only and not guaranteed, although in my limited experience they have arrived when they said.)
Once you have your time slot then I think (but am not certain) the driver will try to deliver even if you contact them to say the timeslot does not suit. This is because I think the slot will only be calculated once the van's load has been finalised.0 -
Thanks elsien, wealdroam and naedanger for your responses.
Yes I had considered the possibility of taking the matter up with my bank/card issuer (Visa) - but I can see how Amazon might consider this a very aggressive manoeuvre.
Ideally I wouldn't want to lose access to Amazon, i'm a (previously satisfied) Prime customer, and have been pretty much since the service began. Mind you, that seems to count for absolutely nothing in this instance.
I just find it beyond the pale that, having delivered an item which I didn't order and don't need (I went and got a television in Richer Sounds on Saturday), to a person that I don't know, Amazon are able to insist that I take time off from work in order to facilitate its return, all whilst withholding my money. Factor in the rest of my experience, abysmal customer service, indecipherable emails, cancelled deliveries, etc. I may just have to learn to live without them.
Just another quick thought, having not actually authorised payment of the item myself, is there any way it might be considered an unsolicited delivery, or am I barking up the wrong tree here?0 -
Just a word of advice if you do continue to use them.
Always use 'live chat' rather than telephone.
That way you will have a record of everything that was said.0 -
Thanks elsien, wealdroam and naedanger for your responses.
Yes I had considered the possibility of taking the matter up with my bank/card issuer (Visa) - but I can see how Amazon might consider this a very aggressive manoeuvre.
Ideally I wouldn't want to lose access to Amazon, i'm a (previously satisfied) Prime customer, and have been pretty much since the service began. Mind you, that seems to count for absolutely nothing in this instance.
I just find it beyond the pale that, having delivered an item which I didn't order and don't need (I went and got a television in Richer Sounds on Saturday), to a person that I don't know, Amazon are able to insist that I take time off from work in order to facilitate its return, all whilst withholding my money. Factor in the rest of my experience, abysmal customer service, indecipherable emails, cancelled deliveries, etc. I may just have to learn to live without them.
Just another quick thought, having not actually authorised payment of the item myself, is there any way it might be considered an unsolicited delivery, or am I barking up the wrong tree here?
It is not an unsolicited delivery, it is a delivery made in error. (In any event would claiming it was an unsolicited delivery not also be seen as an aggressive manoeuvre?)
[I also think it is unlikely you will get a delivery before 10am unless Amazon pay extra. Most delivery companies charge extra for early deliveries so will deliver these premium deliveries first. So my guess is there will only be very small proportion of normal deliveries made before 10am. (I am assuming collections are prioritised along with deliveries.)]0 -
I really can't believe the amount of miscommunication that has happened over this one item!.
POPPYOSCAR gives some good advice about using live chat. I also have a call recording app on my phone which has come in useful in a recent disagreement I had with a shop staff member.
Also in future when cancelling an order do it via the website so atleast you know it's done and will get an email to confirm it. Atleast then there is less chance of human error.0 -
So I spoke to Amazon again regarding delivery, this time via 'live chat'.
It seems that as far as they are concerned, compromise is out of the question, and I may have no choice but to take a full day off work to get the item returned.Me: Yesterday evening when I spoke at length with an Amazon representative, we negotiated and agreed upon a courier collection between the hours of 08:00 and 10:00 on 25/11/16 for this item.
Me: I then spoke with another representative this afternoon, who was unable to see any record of this arrangement.
This is concerning in itself. However, when I attempted to schedule the courier collection again, I was given a collection time between 09:00 and 17:00.
I am unable to commit to this.
Amazon: I just want to confirm are you concerned about the item "…"
Me: That is correct.
Amazon: Thank you for confirming the details. Could you please provide me few minutes while I will research the issue for you.
Me: Of course.
Amazon: I’m sorry this is taking longer than expected, could you please stay connected for another 2 minutes while I check this for you?
Me: Yes.
Amazon: Upon checking the details of the order I see that a pickup was created for the order on November 23, 2016.
Me: Yes, that is today.
However, I spoke to a representative yesterday evening who assured me that he had arranged a collection between the hours of 08:00 and 10:00 on 25/11/16.
The call took place last night between 22:20 and 23:19.
Amazon: I see that the pickup will be collected by the Hermes carrier service. They collect between any time between 8am and 8pm on the collection day
However, you will receive a call on the day of collection from the Hermes driver to advise an approximate time.
Me: Firstly, I was given a guarantee that the courier would be with me by 10:00. Secondly, why has an additional collection been arranged with DPD, when there is already one arranged with Hermes?
Amazon: I am extremely sorry for the inconvenience caused.
Me: If you aren't able to guarantee a collection time of before 10:00 on 25/11/16 (irrespective of courier), as was stated yesterday evening, then I will need you to cancel the collection.
Amazon: In this issue I would request you to return the product as per your convenient carrier.
Please let us know to which carrier you have returned the product so that we can help you further in this issue.
I am extremely sorry for the inconvenience caused and please accept my sincere apologies in creating confusion on return of the product.
Me: I am a teacher, in full time employment. Asking me to take two hours of unpaid leave in order to return an item that I did not order is unreasonable. Expecting me to take a whole day is absolutely outrageous. If you are unable to provide me with a window that is any smaller than eight hours, then please advise.
Amazon: I am extremely sorry for the inconvenience. I assure you that this will never repeat with the amazon.
Me: Are you able to provide me with a delivery window that is smaller than eight hours?
Amazon: I see that If I create another return mailing label. The same Hermes pickup will be arranged.
Me: So the answer to my question is no?
Therefore I am expected to take a full day of unpaid leave in order to arrange the return of an item that I did not authorise a payment for.
Amazon: I am extremely sorry for the inconvenience caused.
Me: I am not able to take a a full day of unpaid leave in order to arrange the return of this item.
Amazon: I have escalated the issue to the concern team as a feedback and also requested for the investigation on the issue.
Me: This issue has now been escalated to the concern team on three separate occasions.
Amazon: Please don't worry I assure you this type of errors will never repeat in future with Amazon.
Me: Please be advised that I wish to cancel the order for "item".
I did not authorise a payment for this item.
Amazon: After successful Pickup of the order and once the item reaches to us, the refund will processed automatically to your original payment method.'
Me: In line with regulations laid out in consumer contract law, I expect to receive a full refund within 14 days.
I look forward to reading the investigation that you have requested.
Amazon: I assure you that the full refund will be processed once the product reaches to us. Please be assured.
Interestingly, I had to copy and record this conversation myself. Despite ticking the box requesting a transcript, it was not sent to me.
Also, I appreciate that requesting a 'cancellation' in the 'live chat' may not technically constitute a written request, but i'm afraid to say I was really at my wits end!0 -
So I spoke to Amazon again regarding delivery, this time via 'live chat'.
It seems that as far as they are concerned, compromise is out of the question, and I may have no choice but to take a full day off work to get the item returned.
Interestingly, I had to copy and record this conversation myself. Despite ticking the box requesting a transcript, it was not sent to me.
Also, I appreciate that requesting a 'cancellation' in the 'live chat' may not technically constitute a written request, but i'm afraid to say I was really at my wits end!
Don't you not know anyone at all who would usually be home during the day?. If so then you could drop the item at their house and have it collected from there.
Also if they are using Hermes to collect the parcel then you can simply drop it off at the parcel shop to send it. So that will probably be the most convenient way to do it. Even if they arrange a home collection you can still take it to a local parcel shop.0 -
Don't you not know anyone at all who would usually be home during the day?. If so then you could drop the item at their house and have it collected from there.
I honestly cannot think of anyone. Everyone I know has work commitments throughout the week. In any case, getting a 50" television (in a far bigger box) across town would require me to book a taxi, and that is something that I am simply not prepared to do for a company that is behaving like this.Also if they are using Hermes to collect the parcel then you can simply drop it off at the parcel shop to send it. So that will probably be the most convenient way to do it. Even if they arrange a home collection you can still take it to a local parcel shop.
This is not something that Amazon have suggested to me, perhaps because the item is 'high value'. However, it's something i'll suggest to them when I inevitably end up using the live chat again.0
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