Incorrect Amazon delivery Fraud, Theft or a Mistake

Lebowski25

Hello

I have just spent 1 hour and 10 minutes on the telephoneAmazon customer services department. based in The Philipines. I dealt with 2 people an adviser then his supervisor both were very helpful, but I don't feel like my annoyance and anger has been fully expressed.

I originally purchased on Monday last week

Sony Cybershot Digital camera
Sony Cybershot W220B Digital Camera - Black (12.1MP, 4x Optical Zoom)2.7"LCD
B001PIJ9G2|1
Sony Soft Carrying Case For Slim Cybershot
And a Sony Memory Stick. From flash_memory

I was offered free delivery (3-5 days) which I thought would be adequate.

The memory card turned up fine in the post to the delivery address.

I tracked the shipment for several days, and it finally reached the local depot (Home Delivery Network) on Thursday.
My parents stayed at home all day Friday, but no one came.
I spoke to Home Delivery Network, and they said a card should have been left, no card was left.

I didn’t expect delivery at the weekend or the bank holiday, so was hoping for the delivery on Tuesday 1st September.
This was a gift for my sister’s birthday, and luckily the parcel arrived!!!!

She opened her gift, and it was a book, which was unfortunate in its own right, however, it was the subject of the book what has caused the most anger.


The book was titled Gloria Hunniford coping with life after death.


It was her birthday and her husband died just under a year ago, a massive coincidence and a deeply upsetting subject


The camera was supposed to be a surprise, so imagine how upset I was that she received this totally random book, which bought back a flood of memories.
She rang me crying asking why I had bought her this.

I rang Home Delivery Network who said they just deliver parcels sent by amazon.
My sister said the sellotape on the parcel looked slightly suspect, but had my name and address on it, as we both queried if the items had been stolen.

If Amazon have sent the wrong item it is a huge mistake.

Either way I don’t expect to pay £134 for 2 items, and get an incorrect item

I spoke to customer services at length and requested the same camera to be delivered immediately by tomorrow, however the earliest they could send it was November!!!!
They agreed to refund the price of the camera if I purchase a replacement camera from amazon.co.uk, as I needed it by tomorrow for my sister's holiday and can't get to the shops tonight.

I wanted to stick with Sony as I had paid for and received a Sony Memory stick, I found a better model, which was in stock and could be delivered by tomorrow, but it was a slightly more expensive model


I had to forfeit the camera case as I can’t afford it.



However I would like to point out that I paid

£166.74 for the new camera
£22 for next day delivery (which Chris said amazon would pay half of the cost)
1 hour 10 minutes at 20p a minute on mobile (0800 number) as I was on my lunch break trying sort this out, as it is impossible to use the phone at work for this length of time
£14

I am now over £60 out of pocket because of amazon’s mistake or because of a mix up at the delivery company.
Any other explanation results in theft or fraud.

As you can imagine I’m extremely angry and upset with amazon. I have used amazon lots over the last few years, and have never had a problem.
This has totally damaged my trust and respect for your company.

I have sent them an email, but to be honest I don't know if I will here from them

Also at the time of writing, I am waiting for the supervisor at the customer services to ring me, as he gave me his word he would refund the money once he saw a new order was placed.

So at present I have spent over £300, and still no camera until tomorrow morning.

Any advice

dmg24

I think you need to chill out, and get this in perspective.

Amazon made a mistake whilst packaging your order. They have offered you several solutions to resolve the problem.

The book was unfortunate, but unless you are saying that the packer was psychic, you cannot blame them for the coincidence. Also, there is no such book as 'Gloria Hunniford coping with life after death', I assume you are referring to one of the books she has written celebrating the life of her daughter.

DCFC79

lol looks like the op has got a bit confused over the title of the book

Lebowski25

dmg24 wrote: »

I think you need to chill out, and get this in perspective.

Amazon made a mistake whilst packaging your order. They have offered you several solutions to resolve the problem.

The book was unfortunate, but unless you are saying that the packer was psychic, you cannot blame them for the coincidence. Also, there is no such book as 'Gloria Hunniford coping with life after death', I assume you are referring to one of the books she has written celebrating the life of her daughter.

I don't know the exact title of the book, it was something along long those lines. She was very upset, yes, completely coincidental and possibly funny, but i'm not going to quiz her over the phone, when she's received and opened her parcel and thinks i've sent her this book, which has upset her.

They have offered me solutions, and there customer services were extremely helpful, however somewhere along the line someone has made a mistake and I have to pay over £50 for it.

Yes she will now be getting a better spec camera, but in order to get it for tomorrow morning, my choices were fairly limited to ordering from amazon, next day delivery and sony.
I wasn't prepared to get her an inferior camera

I waited patiently for over a week for this camera, and had a bad feeling when the courier company stated they tried to deliver and left a card, but my parents hadn't received nothing and waited at home all day.

dmg24

So what more do you want Amazon to do?

tbw

dmg24 wrote: »

So what more do you want Amazon to do?

Well, the OP ordered and paid for some goods. He hasn't got them and is out of pocket through trying to chase it up. As the mistake was nothing to do with him I guess he wants Amazon to re-imburse him for his extra expenses. This seems reasonable to me - I'm not sure what you are suggesting. Do you think he is wrong to expect that ? Perhaps I am missing something here.

Lebowski25

I've had to negotiate a deal where they'll refund me the original camera cost, and i've had to ask them to pay my £22 delivery costs.

Yes you're right, it might just be an honest mistake, but I came on here seeking some advice and seeing if anyone had any similar experiences with amazon and home network delivery.

I shouldn't have to ring a call centre in the philippines for over an hour to explain why i'm angry, especially with a company the size of amazon.
Purly coincidental, but if they shouldn't be making mistakes as big as this.

Imagine you ordered a toy for a child's present and by accident they sent something totally inappropriate, would you not be angry?

What I wanted from them, was for them to send out the same camera on immediate despatch (they offered me delivery for November) or replace it with a better model.

All I got was that I have to purchase a new camera on my credit card, then once that order is processed and delivered they will then refund my old order.

Like I said I am paying for their mistake.

I have over £300 debt on my credit card now, and will have to accept the call centre supervisors word that he will refund the old order.

dmg24

No, I would not be angry, I would be slightly annoyed and aim to get the problem resolved. Sorted.

As I said before, you need to get this in perspective.

Halloway

Lebowski25 wrote: »

Imagine you ordered a toy for a child's present and by accident they sent something totally inappropriate, would you not be angry?

EVERY thread now seems to end up with the OP invoking the 'But what if a child...' argument. It's too hilarious for words.

I'll tell you something, Big Lebowski, a child wouldn't make half the fuss you are making.

RobertoMoir

Lebowski25 wrote: »

I've had to negotiate a deal where they'll refund me the original camera cost, and i've had to ask them to pay my £22 delivery costs.

Yes you're right, it might just be an honest mistake, but I came on here seeking some advice and seeing if anyone had any similar experiences with amazon and home network delivery.

I shouldn't have to ring a call centre in the philippines for over an hour to explain why i'm angry, especially with a company the size of amazon.
Purly coincidental, but if they shouldn't be making mistakes as big as this.

Imagine you ordered a toy for a child's present and by accident they sent something totally inappropriate, would you not be angry?

What I wanted from them, was for them to send out the same camera on immediate despatch (they offered me delivery for November) or replace it with a better model.

All I got was that I have to purchase a new camera on my credit card, then once that order is processed and delivered they will then refund my old order.

Like I said I am paying for their mistake.

I have over £300 debt on my credit card now, and will have to accept the call centre supervisors word that he will refund the old order.

There's probably a reason you didn't cancel the order and get something from somewhere else at this point?

As for being angry, you can either get angry or you can get even. Do you want the people you phone to complain to be annoyed with you and determined to do as little as possible for the person giving them crap over a mistake they didn't make personally? Then sure, get angry.

Do you want to get something done? Then don't get angry.

Samba_Pa_Ti

if im buying gifts, i never use amazons gift wrapping service, just seems silly. i get the item delivered to me and wrap it myself, at least that way i can check if its in good condition.

as for the home delivery network they are pretty bad, how was this book packed that they sent ? usually amazon send books in fold over cardboard sleeves with amazon printed on it, i reckon a camera would be sent in a box with amazon on the side.