Problems with Amazon and City Link

sarahevie

Purchased a TV off Amazon - tracking says delivered city link. So as far as Amazon are concerned item was received.

I phoned city link as we haven't received the item, they were understanding and tracked using GPS where the driver dropped off the goods but it wasn't even my street.

I did go to the address, that the City Link lady said it had been delivered to, but they claimed to know nothing about it.

City Link recommended putting in a claim, however, I have been unsuccessful in a claim as I was recipient not sender, so their contract wasn't with me.

Amazon are refusing to help as it was signed for /delivered.

What can I do it was a £300 TV.

banger9365

why did you not contract amazon from day one ,its you and amazon ,not you and city link,
i would contacted amazon using the online chat,not phone or email to see what they say ,online chat always works for me unlike phoning or emailing them

sarahevie

I did contact Amazon, but they just sent the emailed tracking from city link, showing the item had been signed for.

So I had no choice but to see what I could do via City Link.

Taadaa

Go back to Amazon and see if you can file a goods not received case, look under your orders in your account. It's not your problem Citylink went to the wrong address, it's Amazon's, they are responsible for the delivery of the goods. It might be worth calling CAB to get some advice as well. How did you pay? If it was a credit card, contact your provider to initiate a claim with them. Otherwise if it was a debit card, speak to the bank about what they can do to help.

F&L

As you've had contact with the courier I too would contact Amazon as they are usually very customer friendly. Explain about your contact with the courier and what the outcome of that was. If the courier has admitted delivering it to the incorrect address then it is their responsibility to get the item back. If you get no-where with Amazon then I take the advice mentioned above.

DantheMan

F&L wrote: »

As you've had contact with the courier I too would contact Amazon as they are usually very customer friendly. Explain about your contact with the courier and what the outcome of that was. If the courier has admitted delivering it to the incorrect address then it is their responsibility to get the item back. If you get no-where with Amazon then I take the advice mentioned above.

If they have delivered to the address on the box, then it's technically not CityLinks fault as they have delivered to the address that Amazon have given them.

You can however still get Amazon to sort this. Make sure all the details on your order are correct before you call/email/online chat. Then go at them and ask why it has been delivered to the wrong address, as CityLink can confirm they have delivered it to the address given to them.

Let Amazon and CityLink fight it out and just raise a claim to get your money back!!

sarahevie

City Link have admitted that they have delivered it to the wrong address, but their tracking shows it signed for at my address.

Basically it's a row of terraced houses, so incorrect street name, but say Woodside View, Woodside Street, Woodside Terrace, etc.

They have delivered it to Woodside Av rather than Woodside Street. The GPS on their vans showed where it had been dropped off and it wasn't my street.

City Link have offered to send their driver to where it was left and see if they can retrieve it to re deliver, but I'm not holding any hope as I've already knocked on the door of where they said it was left and they reckoned it wasn't left with them.

If they are unsuccessful they have agreed to update the false tracking to show it wasn't delivered to my address but to the next street - if they do this then Amazon will refund, but at the moment all Amazon have is the goods signed for at my address so you can't blame them for not refunding.

Crowqueen

If you get no joy from this - and it sounds like a solution that may work - you have a legal right. You can use Money Claim Online to launch a small claim against Amazon - they have to supply the items you ordered and prove delivery to the correct address. For £300 it is definitely worthwhile.

richto

Screw doing that - lots of hastle. Just raise a credit card charge back.

sarahevie

I've had a happy outcome, but it hasn't been a pleasant buying experience.

The citylink driver went back to the house they left the TV at and they said it wasn't there. So city link said that they would take it from there and get a police number etc, as it is effectively theft.

Still no help from Amazon chasing city link. I opened a not received case, and whenever I spoke on online chat they said I would have to wait until 24th Oct for the outcome of my case.

Citylink agreed that their tracking was incorrect, and then a nice bloke at the city link call centre phoned Amazon on my behalf explained what had happened, and told them to put a claim in - but sort your customer out as she has done all the chasing etc.

Got a text from Amazon, yesterday saying phone them about the TV. So I thought sod this, I've spent 2 hours on the phone to city link chasing it, knocked on doors on my street and surrounding streets I want a refund.

Sent an email request for a refund, and have had confirmation this morning. So will wait for my refund to hit my account, but does seem to have worked out.

I can see it from Amazon's point of view, tracking showed delivery to my address, but do think that they could have phoned Citylink as when I got through to them they could immediately see via GPS tracking that the item was dropped off on the incorrect street.