Amazon Overcharge Vent!

BlueEyedGirl

I have long been an advocate for Amazon. However in the past couple of weeks I have found myself being overcharged for items ordered when Amazon have broken down the order into different separate deliveries – this is despite always choosing free delivery.

This week I ordered six books (3 paperbacks at £10) total cost £20. This order was processed as one order and £20 taken from my bank account, simple effective and no problem.

Yesterday I placed an order for 9 books again on offer at 3 paperbacks for £10. Again free delivery and my total should have been £30 (email confirmation confirmed this)

This morning I find that yesterday's order has been broken down in to three separate orders (although it still shows as one on my account) and I have been charged:

£13.63
£16.66
£16.37

Total £46.66

Customer services were a nightmare. This woman dealing with my complaint was adamant it was correct and the prices above was for both orders (£30 + £20) despite me clearly telling her she was wrong, let's be honest but £50 worth of orders does not come to £46.66! This conversation went back and forth for almost 20 minutes. I could not speak to a manager as no one was available. She could NOT grasp that the three charges were for yesterday’s order alone.

In the end, I had to send a screen print of my bank account to show the four separate charges for ordered placed this week. I was then kept on hold for another 10 minutes why she looked into it!

Couple of weeks ago I was overcharged by £2.30, not a massive amount but if people don't check who knows how many customers Amazon are overcharging. I've shopped with them for almost 10 years.

I've been on the phone for over 40 minutes and still my query is unresolved. I am now being told that things like the £20 authorisation will be returned back to the bank (the one from the order already on it's way!) Apparently they tried to authorise a payment that was refused - impossible my bank always have sufficient funds, and I am certain from shopping on someone else's Amazon account that when payments are not authorised it generates an email telling the customer this. I didn't get that!

I've heard every excuse this morning... Eventually customer services hung up on me! (I was not rude, nor did I swear... although I was a little angry!)

Nilrem

The only thing I can think is were all the items from Amazon or third parties selling through amazon (in which case you will get charged shipping usually for them), and did you select "ship as one" or "ship as they become available" as IIRC the first option will be free for the whole order (if you meet the free shipping requirements for the order) even if they split it, the other will usually incur additional shipping fees.

BlueEyedGirl

Nilrem wrote: »

The only thing I can think is were all the items from Amazon or third parties selling through amazon (in which case you will get charged shipping usually for them), and did you select "ship as one" or "ship as they become available" as IIRC the first option will be free for the whole order (if you meet the free shipping requirements for the order) even if they split it, the other will usually incur additional shipping fees.

All sold by Amazon, if I use a 3rd party (which is rare) I place separate orders since I know P&P has to be paid. All items were in stock (again why I ordered them) and I selected 'Ship As One'. There has clearly been an error on Amazon's part but Customer Services couldn't have cared less.

molerat

Amazon CS is usually very good but when they get it wrong they usually manage to do it spectacularly. I remember receiving an incorrect item, it was a carry case and contents set and they sent just the case, so sent it back and they charged me for it because I had not sent back the item that was on the order. It took couple of phone calls to sort it out but they could not see or admit their error and just refunded me as a gesture of good will !!

BlueEyedGirl

molerat wrote: »

Amazon CS is usually very good but when they get it wrong they usually manage to do it spectacularly. I remember receiving an incorrect item, it was a carry case and contents set and they sent just the case, so sent it back and they charged me for it because I had not sent back the item that was on the order. It took couple of phone calls to sort it out but they could not see or admit their error and just refunded me as a gesture of good will !!

I am inclined to agree about CS. For me though this past 2 months it seems I have done nothing but had to call Amazon about items missing, deliveries not arriving, being overcharged. I feel now it's time to just shop elsewhere, perhaps they have just got too big for their boots! I actually shopped in Waterstones in town a few weeks ago, and I was pleasantly surprised at how good things were priced. I suspect I might revert to shopping in a real shop again!

KxMx

Are you selecting at check out to send all items together, or despatch as they become available?

The latter would mean the orders have been correctly calculated and charged.

BlueEyedGirl

KxMx wrote: »

Are you selecting at check out to send all items together, or despatch as they become available?

The latter would mean the orders have been correctly calculated and charged.

As I already mentioned above, I request all items to be sent together.

GreatBeyond

BlueEyedGirl wrote: »

As I already mentioned above, I request all items to be sent together.

It depends where things are being dispatched from, if something is coming from Wales and the other Scotland they wouldn't all be sent together. Although this shouldn't impact on the price of shipping.

Did Amazon give a breakdown as to what payments they have received?

Amazon don't actually take payment until the order is dispatched so the amounts that come out of your account can be broken down rather than it being the full £20 that is taken.

Your best bet is probably to wait until all your books are dispatched, then check the amounts they have taken, the chances are it will all match up.

boo_star

GreatBeyond wrote: »

It depends where things are being dispatched from, if something is coming from Wales and the other Scotland they wouldn't all be sent together. Although this shouldn't impact on the price of shipping.

Did Amazon give a breakdown as to what payments they have received?

Amazon don't actually take payment until the order is dispatched so the amounts that come out of your account can be broken down rather than it being the full £20 that is taken.

Your best bet is probably to wait until all your books are dispatched, then check the amounts they have taken, the chances are it will all match up.

I've noticed (after becoming a prime member) that I get charged for the item(s), delivery and then there's a discount applied for the same amount as the delivery.

Are you SURE the bottom figure on the total isn't what it should be?

BlueEyedGirl

I'll give it a day or two for everything to arrive and then check what has left my account. I am adamant I am right and Amazon is wrong, time will tell!

marlot

boo_star wrote: »

I've noticed (after becoming a prime member) that I get charged for the item(s), delivery and then there's a discount applied for the same amount as the delivery.

Are you SURE the bottom figure on the total isn't what it should be?

I'm not on prime, but now get the same thing.

If I select supersaver delivery, the delivery cost is added to the order, just to be subtracted later.