Amazon saga...

pg2114

Hello all,

Sorry for the long post, but a lot has happened in the last two days! I have tried to simplify it as much as possible.

I ordered a birthday present and paid extra for guaranteed delivery on 31st May. I waited in the entire day to ensure I would be able to accept the delivery, however the item had still not arrived by 7:00pm.

I telephoned Amazon who purportedly spoke to the courier and assured me that it would still be delivered that evening. In the meantime, I telephoned the courier who advised me that they were unable to gain access to the property (despite several other couriers managing to deliver on the same day) and therefore it had been returned to the depot.

Once again, I telephoned Amazon, who finally admitted that they had failed to deliver it on time. They advised me to speak to the courier, where the depot manager promised that it would be re-delivered by 12:00 noon today to ensure I received it in time for the birthday celebrations.

It had not arrived by midday today, so I telephoned the courier who advised that it had been loaded onto the incorrect van and that it would be delivered later this afternoon. This was no good since I needed to leave the house, so I spoke to Amazon who offered to retrieve the item from the courier and issue a replacement order to be delivered directly to the recipient on the morning 2nd June.

Due to the different delivery address, they asked me to create a duplicate order with the new delivery address, which they would refund. They somehow managed to refund the incorrect order, which meant that I was refunded in the form of a gift card, rather than onto the debit card used for the subsequent order. This took another very long telephone call this morning before they eventually agreed to refund the correct order.

The courier attempted to re-deliver the original order this afternoon, however I refused the delivery since the packaging and item had been badly damaged in transit. The recipient is now awaiting the delivery tomorrow morning, which I trust will arrive with a more reliable courier.

After this most dissatisfactory saga of mistakes and lies from both Amazon and the courier, I am left with a rather large telephone bill of over £30.00 due to having to use my 'pay as you go' mobile telephone to make the calls. I contacted them this afternoon to ask for these to be re-imbursed, however this was refused outright due to limitations with their systems.

All I am looking for is the cost of my telephone calls back, all of which were necessary due to their mistakes. What would be the best way to go about this, please?

Thank you very much indeed,

Peter.

Bingo_Bill

pg2114 wrote: »

Hello all,

Sorry for the long post, but a lot has happened in the last two days! I have tried to simplify it as much as possible.

I ordered a birthday present and paid extra for guaranteed delivery on 31st May. I waited in the entire day to ensure I would be able to accept the delivery, however the item had still not arrived by 7:00pm.

I telephoned Amazon who purportedly spoke to the courier and assured me that it would still be delivered that evening. In the meantime, I telephoned the courier who advised me that they were unable to gain access to the property (despite several other couriers managing to deliver on the same day) and therefore it had been returned to the depot.

Once again, I telephoned Amazon, who finally admitted that they had failed to deliver it on time. They advised me to speak to the courier, where the depot manager promised that it would be re-delivered by 12:00 noon today to ensure I received it in time for the birthday celebrations.

It had not arrived by midday today, so I telephoned the courier who advised that it had been loaded onto the incorrect van and that it would be delivered later this afternoon. This was no good since I needed to leave the house, so I spoke to Amazon who offered to retrieve the item from the courier and issue a replacement order to be delivered directly to the recipient on the morning 2nd June.

Due to the different delivery address, they asked me to create a duplicate order with the new delivery address, which they would refund. They somehow managed to refund the incorrect order, which meant that I was refunded in the form of a gift card, rather than onto the debit card used for the subsequent order. This took another very long telephone call this morning before they eventually agreed to refund the correct order.

The courier attempted to re-deliver the original order this afternoon, however I refused the delivery since the packaging and item had been badly damaged in transit. The recipient is now awaiting the delivery tomorrow morning, which I trust will arrive with a more reliable courier.

After this most dissatisfactory saga of mistakes and lies from both Amazon and the courier, I am left with a rather large telephone bill of over £30.00 due to having to use my 'pay as you go' mobile telephone to make the calls. I contacted them this afternoon to ask for these to be re-imbursed, however this was refused outright due to limitations with their systems.

All I am looking for is the cost of my telephone calls back, all of which were necessary due to their mistakes. What would be the best way to go about this, please?

Thank you very much indeed,

Peter.

Unfortunately they are only obliged to attempt to deliver the goods to you in the time frame they state (not guaranteed). If they deliver late as a result of circumstances out of their control (which can include anything to be honest) they are not obliged by law to refund any costs incurred by yourself. Any compensation would be a gesture of goodwill I am afraid.
I had a similar experience with Amazon and this is what I was told by Amazon and confirmed by a legal advisor.
Keep at them though and they may eventually cave in, it worked for me (vouchers):)

Helix

Can't see them refunding the phone calls, they have a feature on the website where you enter your number and an automated system calls you and connects you to someone. Why didn't you use this? Then there would have been no call costs.

bcl999

The advice I gave here did the trick
https://forums.moneysavingexpert.com/discussion/3221964

Maybe will help you too.

pg2114

Many thanks for your responses.

I was so fed up of their call centres, I did actually send the chairman an email yesterday. One of his colleagues has responded this afternoon to apologise for the problems and has offered a full refund of the item as a gesture of goodwill

Peter.

bcl999

Pleased to hear that and good for you.

Seems your request for advice from us was a little premature.

23n1th

bcl999 wrote: »

So why post today when you were already awaiting a response from Amazon????

I would imagine because this is the Praise, Vent & Warnings forum???

Azari

23n1th wrote: »

I would imagine because this is the Praise, Vent & Warnings forum???

It's so obvious once someone points it out to you.

So many people here seem to be under the misapprehension that it is the "Post about matters of extreme global importance" forum.