Anyone With Experience With Complaiining to Amazon?

GothicStirling

Any advice would be great. I'm not after a refund, just want to tell them their customer service sucks.

A quick history: I ordered a DVD of a film that was being released first in the US from Amazon.com and quite happily paid the premium price for delivery rather than wait several weeks [which is when the DVD is released here anyway.]

So they took the payment on Monday, and was shipped. Everything looked fine until last night. I decided to track it this morning to discover there was a delay, slightly disappointed as I was looking forward to watching the film this evening. Then I received an email from Amazon saying 'beyond our control.' This made me suspicious, so I went and tracked it on UPS who also said 'not our fault.'

Well, it had to be someone's fault! :mad:

I phoned UPS' customer service, it had missed its flight from the US and there was a 24 hour delay.

So when I got home, I went back onto UPS' tracker. Amazon had sent it from Seattle to Kentucky, when it should have gone to Phoenix, which resulted in a six hour delay for it getting to Phoenix to get to Philidelphia which of course meant it missed its flight.

Of course that isn't the end, by the time it had travelled to the UK, it missed its time slot for the lorry heading for Scotland. It's due for it's rescheduled slot in a few hours, but I'm really peed that 4 !!!!-ups have happened because of Amazon's error. If it had been me, I would lose my job for that.

I can live with the disappointment [even if they have ruined my night in] but it's the fact that it's travelled across America several times that has really has me ticked.

visidigi

was delivery timed and dated? I beleive US deliveries from Amazon are open deliveries without any delivery commitment.

In saying that, Amazon does not chose the routing of a UPS package - infact are you sure its UPS and not USPS? seems odd for amazon to UPS a DVD to the UK given the delivery price they pay.

Either way, no timed and date delivery means you don't actually have a compliant here, other than your plan is no longer viable this evening as the DVD hasn't arrived...

whatmichaelsays

To be honest, I'd save your breath. It doesn't sound like it's Amazon's fault to begin with and if you don't actually want them to do anything, then there's little point in complaining.

The worst type of complaint letter is one that offers no opportunity for resolution as they invariably turn into little more than a confrontational rant that achieves nothing other than "getting it off your chest".

To answer your question, I've found Amazon to be very receptive to complaints that are clear, concise and state how I would like the issue to be reasonably resolved.

GothicStirling

visidigi wrote: »

was delivery timed and dated? I beleive US deliveries from Amazon are open deliveries without any delivery commitment.

In saying that, Amazon does not chose the routing of a UPS package - infact are you sure its UPS and not USPS? seems odd for amazon to UPS a DVD to the UK given the delivery price they pay.

Either way, no timed and date delivery means you don't actually have a compliant here, other than your plan is no longer viable this evening as the DVD hasn't arrived...

Amazon gave me an estimated delivery of 22nd June [which is today.] Definitely UPS - I paid for the top level delivery [expediated] which came to about $34.

UPS have told me that Amazon are definitely at fault [went to the wrong delivery van from their depot] which meant it did two circuits of the US. As someone who works in the service industry it sounds like a very strong case of atrocious customer service!

GothicStirling

whatmichaelsays wrote: »

To be honest, I'd save your breath. It doesn't sound like it's Amazon's fault to begin with and if you don't actually want them to do anything, then there's little point in complaining.

The worst type of complaint letter is one that offers no opportunity for resolution as they invariably turn into little more than a confrontational rant that achieves nothing other than "getting it off your chest".

To answer your question, I've found Amazon to be very receptive to complaints that are clear, concise and state how I would like the issue to be reasonably resolved.

I think it's more that I've come from a background as a manager in the service industry, that I want to tell them that this standard of service just isn't on. As a manager, I would want to know this kind of thing. Just an apology would be nice, as I now have to cancel my plans to sit and wait for the delivery.

I certainly won't export anything through Amazon again.

gordikin

It was an estimated delivery date (not guaranteed) you were given. Going in the wrong van was a error, not a very strong case of atrocious customer service.

visidigi

You have UPS telling you its Amazon's fault for putting it on the wrong Van?

Amazon don't put stuff on a van, UPS does when it picks it up.

You got the wrong people at blame here - Amazon put your address on a label, UPS choose which van it travels on.

As for the delivery commitment, you yourself said its an estimate, therefore if its with you tomorrow there's no real reason to complain...

thetope

if you write them a polite email explaining that you are disappointed that you paid for expedited delivery and that it has arrived late, they will most likely refund you the extra postage you paid. Amazon's customer service is usually pretty good. However, writing a rant such as that you've written above is less likely to get you a result. Lighten up, sometimes things get delayed, it's not worth getting your knickers in such a twist over!

hcb42

I wouldnt see this as a huge issue at all, but for the record, on the odd occasion when I have had to speak to amazon (missing items, damaged items etc) their customer service has been exemplary.

Hintza

Bought on Monday in Seattle and not delivered by Wednesday shocking!

Now if it was my replacement Kidney that had gone walk about I might be slightly miffed but a DVD........come on!

Flyboy152

GothicStirling wrote: »

Amazon gave me an estimated delivery of 22nd June [which is today.] Definitely UPS - I paid for the top level delivery [expediated] which came to about $34.

UPS have told me that Amazon are definitely at fault [went to the wrong delivery van from their depot] which meant it did two circuits of the US. As someone who works in the service industry it sounds like a very strong case of atrocious customer service!

"Estimated," means what it says "on the tin."