Delivery rights: Amazon

arcon5

clairey22 wrote: »

I would also like to know if this applies to collections?

I took yesterday and today off work to wait in for a collection for a faulty Amazon item. City Link were next to useless (I had to wait 30 mins on hold everytime I called) and could not tell me when it would be collected. They lied to me about being called back and collection times and tried to fob me off by giving me Amazon's phone number rather than the local depot number.

In the end I took the parcel to the depot myself despite it being very heavy (I am pregnant).

Amazon have offered me a £5 voucher!!!!

Did Amazon give you an option for dates to be collected?

What have CityLink done wrong here? From what I read they didn't fail to collect the parcel, it's just you chose to deliver it to them instead....

bod1467

arcon5 wrote: »

What have CityLink done wrong here? From what I read they didn't fail to collect the parcel, it's just you chose to deliver it to them instead....

Only because THEY DIDN'T COME TO COLLECT IT! I can understand how frustrating this could be for the poster.

arcon5

bod1467 wrote: »

Only because THEY DIDN'T COME TO COLLECT IT! I can understand how frustrating this could be for the poster.

Yes your right, I misunderstood it first time.

eshepherd_2

I ordered some textbooks from amazon on the 21st and payed 4.99 for next day delivery on the 22nd.

On the 24th there was still no sign, i contacted them and they said they will get back to me as it is christmas eve ect, fair enough.

Although the order was shown as delivered (by home delivery), it clearly wasn't, they said it may be left in a safe place or with neighbours, it was no where to be seen.

On the 26th i contacted again, still no sign so they would get back to me on the 27th. They then said apologies for the delay, they order has gone 'array'. They then said there was never going to be next day delivery as it wasn't available for those products, so i payed the extra 4.99 for nothing.

They apologised and offered me £3 voucher...

They then refunded me the extra delivery costs and re sent it, but apparently the earliest they can send it is the 30th..

what do i do? they let me pay 4.99, knowing it was never available - is that not a scam??

mcjordi

things can go missing.
but amazon have refunded the price paid for the delivey which is fair enough and given you £3
often the "next day" never happens..

it didnt for me when i ordered some psp games for my nephew for xmas (luckily i ordered well in advance of xmas anyway) they turned up a week or so later than ordered...

eshepherd_2

i was just confused as there was the option for free delivery but i payed an extra 4.99 for next day delivery but when i spoke to them they said there was never any chance of it being next day?

arcon5

Maybe it's an error in the listing?

therealdessie

Adding my tuppence to the discussion with a poor show so far by Amazon. Ordered a very expensive TV on 27th from them with "1st class" delivery since it was the quickest available - estimated delivery date at ordering 29th to 30th December. Yesterday I received notice the order had been sent with a City Link (I have another name for them which rhymes with City, for good reason) tracking reference; when I checked it on CL's website it said it didn't exist. Not surprised at this since I know Amazon take tracking numbers before collection from their depot I checked the Amazon tracking system, which had more information.

According to Amazon, there had been a problem and it had been resolved, the item had then been sent (both identical time stamps). I was worried at this point so with it being 5:20 PM I called City Link to check on it, and they told me Amazon sometimes mark deliveries in as having been sent before they get to the courier to save them time. After that CL (or whoever) will pick up the package, they assured me that as long as they had it before 5:00AM they would deliver it today (29th). So far, so dubious.

Well obviously it's now the 29th and of course nothing has shown up, and neither website has updated (CL or Amazon); so I requested a call back from Amazon to discuss - now I don't know if it's because I took the 5 minute option, which allegedly saves you giving over all the details, but I got a call from their Indian call centre. "Bianca" told me it seemed there was a problem with the courier company, and long story short (and long hold on the line) she would look at it and call me back - I asked for a call back in half an hour, at 10:00 AM. The call, of course, never came.

I called them back using their 0207 number and got through to a Scots lady who had far more information at hand. Here's where it got interesting: apparently Amazon pretty much by default will apply a City Link tracking number to a parcel of a certain type (I don't know what the criteria is - delivery speed, weight, size etc) but it doesn't mean CL will take it. According to the CS rep, City Link may have taken it and not logged it in properly, or another courier altogether might have picked it up. They then might deliver it, or might return it to Amazon - Amazon won't have a tracking number and won't know if it has been delivered. In the meantime they have filled out an enquiry form (!) with CL as they can't phone them apparently, and we will have to wait and see. So four things could have occurred: some random person has had my TV delivered to them but Amazon will never know, some random courier has bagged themselves a late Christmas present but Amazon will never know, it may be delivered to me but Amazon will never know, or it will be returned to them and goodness knows if they can scan it back in or not - and then I will have to wait and see what they do next.

They are happy to have taken my money of course, and we will be waiting until January 6th to see what happens next, wherein they will refund or send another - not much use for me since I planned to get it all installed over the weekend. So, the points I had:

• Even if it says City Link, it might not be
• Amazon can and will use other couriers, who may or may not arrive in the estimated timeframe
• First class delivery, even if it's the only option, is not a guaranteed date
• Buyer beware, even with big online companies like Amazon!

I shall keep you updated if and when the TV actually arrives - who with, and whether it tracked online or not.

# Update 30/12/11 tracking info updated:

• 30/12/11 06:18 These goods have been loaded onto a van for delivery today.
• 30/12/11 03:26 These goods have successfully arrived at the Depot ready for delivery.
• 28/12/11 10:44 These goods have been scanned at the collection Depot and are now on route to the delivery Depot.

# Update - package delivered, one driver for a stonking great package, thankfully he didn't drop it. Delivered by CityLink, who updated the expected delivery date this morning, rather sneakily.

rainbow_carnage

Another day, another 30 minutes spent on the phone with Amazon.

My last three Yodel deliveries didn't arrive when they were supposed to. In all three cases, the tracking showed that a delivery had been attempted, when it wasn't. No doorbell. No card through the door. And each time I sit at home, 7am - 7pm, like I'm under house arrest. Can't even have a shower for fear that I'll miss the parcel.

I wish there was a way to find out who'll deliver your parcel before placing the order. All of my Amazon orders that were sent via RM have arrived safe and sound. If I knew it was Yodel, I would've ordered from someone else.

I've read the article on claiming compensation. I don't see that happening. It's a £40 order with free delivery. Clearly, Amazon doesn't give a damn. This isn't a new problem.

morizot

I wanted a laptop to be delivered on Saturday but waited until it said on amazon website guaranteed delivery Saturday. It arrived Friday and was abandoned at the back door in view of everyone. amazon not interested in refunding my £8.99. I have an email stating the laptop would be delivered saturday and I did search the website to see if the date was correct.
Needless to say I won't be ordering expensive items from Amazon again. I accept mistakes can be made but am concerned about the poor customer service that they will not reimburse me