Praise for Amazon.co.uk

colin79666

Bought Microsoft Office 365 on Tuesday for £79.99
Today Amazon reduced the price to £69.99

I pointed this out to a customer service person via their chat system and explained that it was a bit unfair and that I was considering returning it when it was delivered and I'd then reorder at the lower price. To their credit they quickly said they would, in this instance, save me the hassle and refund the £10 difference

They followed it up with an email saying that it wasn't policy but they would make an exception in this case. To be fair to them I've bought lots of things from them over the years and haven't ever done this before. On this occasion it really took the biscuit as I haven't even taken delivery yet.

Thumbs up to Amazon for empowering their customer service people to use their discretion and keep their customers happy :T

tom15387202

I don't understand why is was unfair they reduced the price after your purchase?

Valli

It wasn't 'unfair' - it was 'a bit unfair' and OP pointed out that he was perfectly at liberty to return it and re-order and, as Amazon knew this they have saved themselves some hassle by adjusting the price for a not-yet-delivered item.

Common sense prevailed!

tom15387202

Ok, define how it was 'a bit unfair', that they reduced their price?

Valli

If it were me it wouldn't be the reduction itself; but the fact that the price had dropped and the item ordered at the higher price hadn't even been delivered. So I would feel a little aggrieved (not actually 'ripped off' though;)).
But I would just have returned it and re-ordered.

Sooetie

If you pre-order a game Amazon sell it to you at the lowest price regardless of when you ordered it.

Although this wasn't a pre-order they were saving themselves time and postage costs as you could return it and reorder.

Just shows it's worth ringing

Scarpacci

Valli wrote: »

If it were me it wouldn't be the reduction itself; but the fact that the price had dropped and the item ordered at the higher price hadn't even been delivered. So I would feel a little aggrieved (not actually 'ripped off' though;)).
But I would just have returned it and re-ordered.

But it's still not quite "unfair" is it, the reduction before a delivery? I mean, are they somehow supposed to check whether every copy of x item has been delivered before they adjust the price? They didn't lower price because they saw colin79666 had bought it and it hadn't arrived yet, as if that's the key moment to adjust this product's pricing.

I understand how the OP could have availed himself of the cheaper price anyway, so it's a more sensible option for Amazon to oblige, but I can't quite see how the OP would have reason to feel wronged or aggrieved.

techno12

colin79666 wrote: »

They followed it up with an email saying that it wasn't policy but they would make an exception in this case. To be fair to them I've bought lots of things from them over the years and haven't ever done this before. On this occasion it really took the biscuit as I haven't even taken delivery yet.

That's interesting, as it always used to be their policy to refund any difference if the price dropped within 14 days of purchase, though you had to request it and it was a little-known feature (a legacy from the US T+Cs I believe). I took full advantage of this on a couple of occasions, once with a big telly that dropped by £80.

Still, it's typical Amazon superb service that they'll do this if you ask nicely, despite it no longer being 'policy'!

pmduk

If high street shops had customer service of the quality Amazon has, it might not be in the state it's in now. I bought a kindle from tesco which failed after just 6 weeks, Tesco wanted to send it away for testing and told me it would be 2-3 weeks before I received a replacement.
I came home, logged onto Amazon's website, clicked a button on their help page, they called me, confiirmed that the problem was a warranty issue and less than 24 hrs later I've the new kindle in my hands! Excellent service.