Amazon duplicate order problems!

meeshpeesh

I need some advice on my rights and stuff.

I ordered a PS Vita from Amazon for next day delivery (forking out an extra £6) and it didn't arrive. So I tried to contact Yodel (the courier) to see where it was, after seeing how unhelpful they were on the phone I decided to google the company. There were loads of recent forum posts and articles both on here and other websites about how peoples items hadn't arrived and how much trouble they had with them.

After seeing how unreliable they were I contacted Amazon asking for a replacement order as I had zero confidence that my parcel would arrive at all let alone in the next few days.

They obliged, advising me to cancel the new order if the original were to arrive. The original arrived the afternoon afterwards and I cancelled the new order immediately. But it was too late as the order had already been processed.

I advised my family to refuse the parcel if it arrived (I wasn't in, they were) but the new courier posted it through an open downstairs window without even knocking! That's an issue with Royal Mail though, not with Amazon.

So I contacted Amazon telling them the duplicate had arrived and asked them what I was to do with it.
They said that I had to arrange collection with CityLink Mon-Fri 9-5.

This is impossible. Neither me or any of my household are in during the week as we all have full time jobs, and I'd already arranged a day off work for the original parcel that didn't arrive! I told them that I couldn't do this and they said it was my responsibility to return it within 30 days and this time told me to arrange collection with Yodel, who again, don't collect on weekends.

I've told them that I'm happy to take it to the Post Office if they send a prepaid postage label and awaiting a reply.

I guess all I want to know is if I'm liable for anything? If they refuse to let me post it or collect on the weekend will the charge me for another Vita? Because I don't think my bank account can take an extra £200 hit atm!

InsideInsurance

Whilst neither courier collects on a weekend you are able to drop it off at their depot yourself rather than waiting in for them to collect.

Realistically how much is postage going to cost? Is it really worth spending this much time over £5?

Yes, if you have and keep two devices they would be entitled to have you pay for two devices

arcon5

I think you're being exceptionally unreasonable.

The parcel doesn't arrive and within 1 day Amazon agree to re-order you the item to be dispatched straight away... this is exceptional customer service! Most company would insist you wait several days at the very least before taking action by sending a replacement (which again isn't unreasonable).

When you asked for the replacement, you was surely aware it is likely the original would show up... so surely you would accept you may have to return it in some way...?

Post the item at your cost back to them and be grateful for the excellent way they dealt with this.

By refusing to send back or reasonably allow it to be collected (which doesn't look reasonable when you have basically left them with only 1 in 7 days to collect, which most couriers wont).

CoolHotCold

Why wouldn't you just get it collected from your work?

unholyangel

CoolHotCold wrote: »

Why wouldn't you just get it collected from your work?

Was just about to suggest the same thing

visidigi

Why the fuss?

Login to your amazon account, go to orders, click return items next to the order.

Create return, it will give you the options available to you, one of them should be to return via royal mail and they will refund the postage when they get it back.

If it doesnt then contact amazon via the chat option and explain, they should send you a mail with details on claiming back a refund.

meeshpeesh

They won't let me post it back, they say it has to be collected because it's high value.

I don't think I'm being unreasonable at all. I paid extra for next day because I wanted it the next day. I was grateful they sent out a replacement order but you have to understand that I genuinely didn't expect the other parcel to arrive. I read some horrendous things about Yodel on this site and others and from talking to them on the phone they didn't seem very legit.

Also this is supposed to be a moneysaving forum, so to suggest that it's a lot of fuss over £5 is a bit silly. £5 may not be that much in the grand scheme of things but it is to me, not so much to Amazon though. And if they had stopped using Yodel, which many people have been calling for them do, then they wouldn't have had this issue in the first place.

I'll be honest I never thought about having it collected from work, but my job is in a secure area and security is pretty tight so I don't know what the logistics would be if having it collected from there.

visidigi

....The problem with this is you read the internet and believed everything it said. Yes Yodel has issues, so do all companies. Just because someone posts X on the internet does not mean it will apply to you.

Have you called amazon? I don't beleive the high value excuse - I sent back a watch Special Delivery worth about the same as the Vita, all refunded, no problem.

Call them, they can send you mails externally to what the refund system says which would authorise the refund.

I know this as Yodel failed to collect from me twice, the web said they would pay £3.48 for the return if I posted it, the post office wanted £10.30, I called amazon, within 2 minutes I had an email advising me the process to obtain a full postage refund.

meeshpeesh

visidigi wrote: »

....The problem with this is you read the internet and believed everything it said. Yes Yodel has issues, so do all companies. Just because someone posts X on the internet does not mean it will apply to you.

...I don't beleive the high value excuse - I sent back a watch Special Delivery worth about the same as the Vita, all refunded, no problem. .

Well people were right about Yodel to a certain extent...
The high value thing was what they've told me, I've not just made it up!
I think you're right about calling them though, I shall try that and explain the situation.

Did you post it before or after Amazon agreed to pay the full £10.30 postage?

visidigi

I posted it after the online chat I had with them confirmed they would refund what was on the outside of the box (this was a clothes return though, so slightly different from your situation - your situation being fairly unique I would get Amazon to confirm it all for you in email, which they will usually do without a problem).