Amazon - Is it worth making a complaint?

Rachel27

Last Wednesday (29/06/11) I ordered a DVD boxset from Amazon. As it was a gift for my sister, who's birthday was on Sunday 03/07/11, I paid for the 1st class postage and packaging. Usually I just go for the free super saver delivery, but I needed it quickly.

I was given a tracking number and an estimated delivery date of Friday 01/07/11. According to the HDNL (the courier) tracking it was "out for delivery" all day Friday and all day Saturday before being returned to the depot. I was at home most of the time on both those days. I was slightly annoyed it wasn't delivered in time for my sisters birthday but figured it would be here on Monday.

On Monday, it had again been out for delivery and was then back at the depot in the evening. I had received no contact from either Amazon or HDNL informing me of any problem and I hadn't been left a calling card either. I called HDNL who told me the driver couldn't access my building (a block of flats). I told them how to access it (press my flat number, or press the concierge button, or wait for someone else to come in/out the building). Then they told me it would be here on Tuesday.

Tuesday came and went. This time I contacted Amazon, and I was getting quite annoyed. Amazon said the same thing, that the driver couldn't access the building. I told them how the driver must be incompetent/lazy/stupid because all the other postmen and delivery men do not have a problem getting into the the building, and I've never had this problem with Amazon before. They told me they contacted HDNL and that it WILL be delivered within 48 hours. In the mean time, they refunded my P&P charge of 1.49.

On Wednesday, I checked the tracking and saw it had not been out for delivery at all, so I called both Amazon and HDNL to make sure I was definitely going to receive it. HDNL couldn't say anything except I would definitely get it on Thursday, but Amazon were apologetic and told me they would keep in touch with me to ensure I definitely got it. They also said it would be here on Thursday, and it would be left with a neighbour if I was out at work.

So today is Thursday, I got home from work around 9.30pm and didn't find any calling card or anything. I had an email from the woman at Amazon (at 5pm) who said she would be out of office until Friday morning but told me my package was still out for delivery today so I should get it today. I checked the tracking info and saw it was back at the depot.

I called up HDNL and once again they said the driver had no access to the building. This time I was FUMING. It is NOT hard to get into my building. Just press my flat number, or ANY flat number, I'm sure someone who have let him in. We also have a concierge station which is manned 24/7 and they would have definitely let him in via the concierge button. HDNL told me they received a "nasty" email from the deputy manager at Amazon about how I have not received my package yet, and she told me the driver will be "dealt with" and that a different driver will DEFINITELY deliver my package tomorrow.

I am so agitated and SICK of this. I've given up hope, will I REALLY get it tomorrow??

Is there anything else I can do? I want to launch a formal complaint but not sure if it will be worth it, and not sure if I should take it up with Amazon or HDNL.

Any advice is welcome.

redpete

Looks like Amazon have done a lot to try to get the courier to deliver the package - not sure what else they could have done.

Rachel27

That's what I was wondering. Amazon have been okay, but the point is it is taking so long to get a parcel I needed for last weekend. It's HDNL that have been a complete PITA.

Update: Woke up today and checked the tracking info, it was not out for delivery. Checked my emails and found a reply from Sarah at Amazon who told me they have resent out my order using Royal Mail Special Delivery at no extra cost to me. I am glad they are using Royal Mail, at least their postment know how to get into my building. I am also glad they are using Special Delivery because that means it SHOULD be here tomorrow. But I am annoyed that I now have to wait yet ANOTHER day to recieve it. Every day this week I have been told "You WILL get it tomorrow!" and I haven't.

So fed up.