Delivery rights: Amazon

visidigi

morizot wrote: »

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

you wanted a postage refund for it arriving early?

there was no risk to you by it coming early, had you got home and it wasn't there then you would have claimed.

If you order as soon as the same day cut off goes through then sometimes, dependent on volume they will deliver early if they are not busy.

If you want to guarantee Saturday delivery then you should order on a friday.

myview

Well I finally had a response from Amazon which states:
I understand you had to take an extra day off work in order to wait in for the delivery of this order. Amazon.co.uk do not cover for consequential loss, therefore we are unable to offer any compensation at this time.

Is consequential loss something they can opt out of then?

Doc_N

More Yodel problems - delivered to local depot at 5am yesterday, but they couldn't be bothered to get it on a van to deliver it.

Amazon, as usual, make all the right noises - but do nothing.

silver_manatee

Two years in a row I ordered expensive electronic goods to be delivered between Christmas and New Year, Christmas 2010 and Christmas 2011. Both years Amazon's website said "guaranteed next day delivery if you order before 3pm"; both years they didn't deliver. The first date the goods could be delivered was the first "working" day after New Year which was of course the first day I was back at work and unable to take the deliveries! The first year I received my delivery fee back and £20 in vouchers. The next year my delivery fee was refunded but no vouchers! After asking they said they shouldn't have given me vouchers the previous year. Not "sorry for messing up twice in 2 years". What should I have been entitled to? The first year I drove to the depot 20 miles away, the second year I took a day off work to take delivery.

Sparky6_9

The quick version:-

Ordered a TV with Express delivery (next day by 1pm). Got confirmation of delivery for next day with a tracking number for City Link. Had day off work and waited for my TV. 13:30 arrives TV does not. Call City Link to find out where parcel is. They say they never received it from Amazon. I ask how they can issue a tracking number without a parcel. They say Amazon check the item out of there warehouse and book it into the selected couriers system because they are such a big customer.

Go online to get number for Amazon and find I have to request a call back. Am immediately called back by a gentleman called Amber with a robotic voice. Explain I have taken day off work to wait for my TV but it has not turned up, did not mention I had already spoken to City Link as I wanted to see what story they concocted. Amber said he would look into it and call me back.

Two more hours wasted without a call so go back online to request one. Again get an immediate call back and ask to speak to a manager. Told none available. So explain my situation again and the fact that Amber did not call me back. Customer services are not allowed to authorise anything, waste of time. Again ask to speak to manager and get put through to a Team Lead. They are no more useful than a standard customer service agent. All three have synthesised voices and give standard responses. None have surnames.

Manage to establish that City Link have lost my package, despite never receiving it from Amazon. This is when I tell them that I have spoken to City Link and they change their story. At this point they offer me a refund of the Express Delivery charge and to re-order the TV for delivery at a time that is convenient to me. However, it transpires that the TV is now out of stock and they are not expecting any more for 4-7 weeks. They offer me Express Delivery free of charge on my next order. I tell them not to insult me. I ask if they can upgrade me to the next higher spec model. Am told it is not Amazon's policy. They offer me a full refund to which I ask what they are going to offer me by way of compensation for my lost time and aggravation to which they say it is not Amazon's policy to offer compensation. All the time I am quoting breach of contract but they have no understanding of English law.
At this point we agree to wait and see what happens with the TV and that they will follow up next day but I ask to speak to somebody of authority that I can discuss compensation with. They say there is nobody. I ask for an address that I can write to complain to. They don't have one but give me an e-mail address instead.
Use the key elements from the template letter on this website and send it to the e-mail address provided. Get an immediate response saying this address does not accept incoming mail!!! Go online and post the e-mail through their online form.
Next day get a standard cut and paste response from surprise, surprise Amber. No phone call from Amazon to check on status of TV is forthcoming so use the chat service to request a call from somebody of authority. Using chat have a very long discussion with a Team Lead again!!! At this point it is obvious that my TV is not going to turn up. They offer a refund in full but I say this is not good enough. I ask who I need to speak to regarding some form of compensation. I am told Executive Relations but that they do not discuss issues on the phone only via e-mail and that it could take upto 48 hours for them to respond.
48 hours pass and I get an e-mail from Executive Customer relations. This is an excerpt from that e-mail which just about sums up Amazon:-

'The dispatch and delivery times listed on our website are estimates
only, and not guarantees. While we do our best to stick to these
estimates, unexpected events beyond our control may sometimes prevents
us from dispatching or delivering orders as planned.

>

>Amazon.co.uk is not under any obligation to offer compensation in
cases where an order arrives later than our estimated delivery date and it is currently not our policy to do so.'

In short never use Amazon's Express delivery as contrary to what the website states they cannot guarantee delivery at the time booked. You are just paying extra for a standard delivery that you can get free of charge.

I have spoken to a couple of people who have had similar issues with Express Delivery from Amazon.

If you value your time off work then I suggest you order from someone that understands the meaning of the word guaranteed.

I am still pursuing compensation, all I have asked for is some Amazon gift vouchers. It just seems to me that customer service can only deal with very minor issues and that they put up as many barriers as possible to speak to anybody that may be able to resolve the issue.

I can accept that mistakes are made but at no time have Amazon been proactive in trying to find out what happened to my TV or in providing an alternative. At the very least someone could have called me to say they could not meet the expected delivery time, at least then I could have done something with my day off but no Amazon have done nothing wrong as far as they are concerned.

visidigi

Sparky6_9 wrote: »

The quick version:-

Ordered a TV with Express delivery (next day by 1pm). Got confirmation of delivery for next day with a tracking number for City Link. Had day off work and waited for my TV. 13:30 arrives TV does not. Call City Link to find out where parcel is. They say they never received it from Amazon. I ask how they can issue a tracking number without a parcel. They say Amazon check the item out of there warehouse and book it into the selected couriers system because they are such a big customer.

Go online to get number for Amazon and find I have to request a call back. Am immediately called back by a gentleman called Amber with a robotic voice. Explain I have taken day off work to wait for my TV but it has not turned up, did not mention I had already spoken to City Link as I wanted to see what story they concocted. Amber said he would look into it and call me back.

Two more hours wasted without a call so go back online to request one. Again get an immediate call back and ask to speak to a manager. Told none available. So explain my situation again and the fact that Amber did not call me back. Customer services are not allowed to authorise anything, waste of time. Again ask to speak to manager and get put through to a Team Lead. They are no more useful than a standard customer service agent. All three have synthesised voices and give standard responses. None have surnames.

Manage to establish that City Link have lost my package, despite never receiving it from Amazon. This is when I tell them that I have spoken to City Link and they change their story. At this point they offer me a refund of the Express Delivery charge and to re-order the TV for delivery at a time that is convenient to me. However, it transpires that the TV is now out of stock and they are not expecting any more for 4-7 weeks. They offer me Express Delivery free of charge on my next order. I tell them not to insult me. I ask if they can upgrade me to the next higher spec model. Am told it is not Amazon's policy. They offer me a full refund to which I ask what they are going to offer me by way of compensation for my lost time and aggravation to which they say it is not Amazon's policy to offer compensation. All the time I am quoting breach of contract but they have no understanding of English law.
At this point we agree to wait and see what happens with the TV and that they will follow up next day but I ask to speak to somebody of authority that I can discuss compensation with. They say there is nobody. I ask for an address that I can write to complain to. They don't have one but give me an e-mail address instead.
Use the key elements from the template letter on this website and send it to the e-mail address provided. Get an immediate response saying this address does not accept incoming mail!!! Go online and post the e-mail through their online form.
Next day get a standard cut and paste response from surprise, surprise Amber. No phone call from Amazon to check on status of TV is forthcoming so use the chat service to request a call from somebody of authority. Using chat have a very long discussion with a Team Lead again!!! At this point it is obvious that my TV is not going to turn up. They offer a refund in full but I say this is not good enough. I ask who I need to speak to regarding some form of compensation. I am told Executive Relations but that they do not discuss issues on the phone only via e-mail and that it could take upto 48 hours for them to respond.
48 hours pass and I get an e-mail from Executive Customer relations. This is an excerpt from that e-mail which just about sums up Amazon:-

'The dispatch and delivery times listed on our website are estimates
only, and not guarantees. While we do our best to stick to these
estimates, unexpected events beyond our control may sometimes prevents
us from dispatching or delivering orders as planned.

>

>Amazon.co.uk is not under any obligation to offer compensation in
cases where an order arrives later than our estimated delivery date and it is currently not our policy to do so.'

In short never use Amazon's Express delivery as contrary to what the website states they cannot guarantee delivery at the time booked. You are just paying extra for a standard delivery that you can get free of charge.

I have spoken to a couple of people who have had similar issues with Express Delivery from Amazon.

If you value your time off work then I suggest you order from someone that understands the meaning of the word guaranteed.

I am still pursuing compensation, all I have asked for is some Amazon gift vouchers. It just seems to me that customer service can only deal with very minor issues and that they put up as many barriers as possible to speak to anybody that may be able to resolve the issue.

I can accept that mistakes are made but at no time have Amazon been proactive in trying to find out what happened to my TV or in providing an alternative. At the very least someone could have called me to say they could not meet the expected delivery time, at least then I could have done something with my day off but no Amazon have done nothing wrong as far as they are concerned.

That's the short version?

You gave them two hours to come back to you?

What quantifiable losses have you incurred?

Why are you taking City Link's word above Amazon - the tracking number assigned means that Amazon have dispatched the item - the item could have been lost by City link without being scanned which would show as never handed over to City Link.

I'm trying to figure out why you feel you're entitled to compensation above and beyond a full refund of the price paid? I also see that you say you can understand mistakes can be made, and yet your posts is entirely intolerant of a mistake...they made a mistake, either Amazon or City Link, you got a full refund, you got free express delivery next time and you still expect more, what for exactly?

wealdroam

Sparky6_9, did you read the Delivery Rights article?
That's the article mentioned in the first post of this thread.

In there you will find that you are not entitled to any compensation because they failed to deliver.
That is simply because you chose to take that time off work, and whether the goods were delivered or not, the cost to you is the same.

However, you may be entitled to some compensation if you need to take a second day off.

I respectfully suggest that you read that article.

Also, as asked above, how have you decided that Amazon are wrong and CityLink are right?

chrisaw

Ordered a kite on Monday for my daughter's birthday this Friday. Was offered free guaranteed next day delivery if I signed up for a month's trial of Amazon Prime. Thought it would be good to make sure the present arrived in plenty of time, so took them up on their offer. Got an email on Monday afternoon to say it had been dispatched and was given a tracking number for Home Delivery Network. The email told me the kite would be delivered the next day. Waited in the whole of Tuesday but nothing arrived. Checked the tracking number which showed the kite had been received at their hub in Droitwich at 7.00 the previous evening, but nothing more.

Sent an email to Amazon informing them of the non-delivery. This morning received a response which told me nothing I couldn't have found out on either Amazon or the courier's site. When I checked the tracking number again I found that the kite had moved on from Droitwich and had spent the whole of Tuesday in EDINBURGH!?! (I'm in S!!!!horpe!), before setting out again late afternoon. Midday today it showed up again in.... Droitwich! :doh: As far as I can see, it's still there at the moment.

I had Amazon customer services call me and was offered by way of compensation....

... a month's extension of my free Amazon Prime trial!!! :rotfl: Yeh - after all it's proved to be worth having so far, hasn't it?...

arcon5

I hate these type of threads. It's just a place for the small minority of people to all come together then come to the conclusion Amazon are a terrible company 'because of all the negative reviews' - dispute it accounting for about 1% off sales

arcon5

myview wrote: »

Well I finally had a response from Amazon which states:
I understand you had to take an extra day off work in order to wait in for the delivery of this order. Amazon.co.uk do not cover for consequential loss, therefore we are unable to offer any compensation at this time.

Is consequential loss something they can opt out of then?

Did you "have" to take an extra day off work or did you opt to take the day off work instead of waiting until your next day off to receive the parcel? And was the parcel of time sensitive nature? (and no I don't mean by this 'was it a birthday gift' type time sensitive).