Amazon complaint

Little_Bunny

Hello,

I'm not sure if this is the best place or whether I have a leg to stand on but basically I feel quite aggrieved at very poor customer service from Amazon.

To cut a long story short, I am about to exchange on my first flat on 6th August but clearly that's not when I'll be getting the keys to my flat. There is no point buying furniture now otherwise it'll just be in my mums house taking up space. However I fell in love with a bed frame that was half price from £500 to £250. I asked if I could buy it now but get it delivered when I move in and they said no but when I was ready they would keep the price if it did go up in price. I sent a message back saying there is only one left so what if it runs out. They said this:

I have checked and can confirm more is way to stock. If out of stock we'll inform our suppliers and tell them to stock the item back in.

Now the item just went out of stock as there was only 1 left and now Amazon saying they can't guarantee any stock at all. I am seriously annoyed as if I knew they couldn't guarantee it I would have bought it and suffered my mums wrath!!

I have complained to them and all they are offering is to keep the price for me if it comes back in stock but that might never happen now. I would have bought it if they said we can't guarantee stock and they admit the representative misinformed ME badly but they wouldn't let me buy elsewhere then price match or actually go out of their way to bring it in stock for me. I must admit I am annoyed - they didn't offer any compensation but I am not looking for that but I do feel they have got away with really shoddy customer service.

Can anyone please recommend a course of action or do I just need to chalk this down to a failure on their part but just to move on and buy something else from somewhere else?

Many thanks

LB

lovinituk

Chalk it up to experience and move on.

LilElvis

Was it actually an item sold by Amazon, or was it via a marketplace seller using the Amazon platform?

Even if it was Amazon, who generally have pretty good customer service, I wouldn't have relied on a call centre rep being able to promise availability on a single item, likely with a low sales turnover, when they deal with an enormous inventory of goods.

Use a website like camelcamelcamel and you will be notified if it appears again at a good price, especially as they do fluctuate so much.

ncpscam

I wonder if this relates to an issue I was going to post about. I buy models, and Amazon have been offering cut price deals on a particular brand of model. Basically when a new model comes out it is offered by Amazon at a price well below other retailers. Those who order initially get delivery. What then happens is those that order later get an extended delivery time of maybe a month. A few weeks later Amazon send an email stating:

"We regret to inform you that we have been unable to source the following item:

xxxxxxx

Our supplier has informed us that this item is no longer available. This item has now been cancelled from your order #12345678 and we can confirm that you have not been charged for it.

Please accept our apologies for any disappointment or inconvenience caused.

You may visit the product detail page(s) above to see if these item(s) are available from other sellers."

The problem is that this product is readily available from the manufacturer and is most certainly still available. On reading model forums it appears this is a recurring issue, that Amazon are offering new products at very low prices, taking orders and then cancelling them with spurious reasons. They seem to be offering things that they have no idea or possibly intention of stocking. Is this a scam by Amazon? What do they hope to achieve? It seems you have the same problem - perhaps Amazon's fabled logistics is in fact a myth, and the website bears little relation to what they are willing or able to sell?

Has anyone any similar experiences? I've asked Amazon to explain how they cancel an order based on non-availability for an item that is available.

wealdroam

ncpscam wrote: »

I've asked Amazon to explain how they cancel an order based on non-availability for an item that is available.

That's quite easy to answer.

The manufacturer won't sell the item to Amazon at a price Amazon are willing to pay.

Therefore the item is not available for Amazon to sell to you.

gettingtheresometime

ncpscam wrote: »

Has anyone any similar experiences? I've asked Amazon to explain how they cancel an order based on non-availability for an item that is available.

depends on how amazon update their system regarding stock levels.

I had a similar conversation with Tesco and basically their system tells you how many of an item are on the shelf when your order is placed and doesn't take into account how many orders have been taken for that item beforehand..

so for example if they have 10 items on the shelf & you place your order, if they process 10 orders before they get to your order then its your order that can't be completed

[Deleted User]

I was a great user of Amazon, until they handed my information to someone I didn't know, whether by mistake or due to hacking. I was told it was down to phishing.., but I am very net savvy.., it just wasn't possible. I even contacted the chairman. No help at all.

Due to the lack of confidence in Amazon and their lack of explanation as to what actually happened.., I cancelled Prime when it was due for renewal and now rarely use them. They've gone from being my favourite place to my least favourite place to order from.

I was getting a bit lazy because of Prime. It was too easy to order stuff. Now I order a lot less, don't miss what I'm not ordering, and to be honest, can often find things cheaper elsewhere now I have to take delivery into account.

So yes, not a lot you can do.., except think hard about whether to use Amazon. They're not all they say they are. Customer Services is not quite as responsive as they pretend. And I've saved a fortune because of this. Thanks Amazon lol! I had also noted that Prime quite often didn't mean next day delivery either. So it just wasn't worth paying more than any other country for Prime. I voted with my feet. I'm happy this happened.

GreatBeyond

To be honest I would chalk it up to experience, with regard to the agent telling you it would be back in stock - in my experience of Amazon if they have something they feel if definitely going to be available the website is updated straight away. Even then however there can be delays or cancellations.

If you place an order on Amazon you are not charged until it gets dispatched, you can cancel the order at any point without being charged before then and Amazon also reserve the same right.

GreatBeyond

deannatrois wrote: »

I was a great user of Amazon, until they handed my information to someone I didn't know, whether by mistake or due to hacking. I was told it was down to phishing.., but I am very net savvy.., it just wasn't possible. I even contacted the chairman. No help at all.

Due to the lack of confidence in Amazon and their lack of explanation as to what actually happened.., I cancelled Prime when it was due for renewal and now rarely use them. They've gone from being my favourite place to my least favourite place to order from.

I was getting a bit lazy because of Prime. It was too easy to order stuff. Now I order a lot less, don't miss what I'm not ordering, and to be honest, can often find things cheaper elsewhere now I have to take delivery into account.

So yes, not a lot you can do.., except think hard about whether to use Amazon. They're not all they say they are. Customer Services is not quite as responsive as they pretend. And I've saved a fortune because of this. Thanks Amazon lol! I had also noted that Prime quite often didn't mean next day delivery either. So it just wasn't worth paying more than any other country for Prime. I voted with my feet. I'm happy this happened.

If you don't mind me asking, how exactly did they hand your information to someone?

Quite concerning as I always felt Amazon were spot on with keeping details safe.