Amazon Pass my Parcel - parcel stolen?

POPPYOSCAR

neilmcl wrote: »

Lets have a bit of a reality check. To be fair to Amazon (or rather the people working there) they are currently at their busiest at the moment with the likes of Black Friday, Cyber Monday and Christmas orders and they do say that quite clearly that online chats will take some time, particularly as they probably have loads of new staff on working long hours for very little. Give them a chance.

They do not say online chats will take some time, they say it may take some time to get through to someone. Once you are connected it should not take over half and hour.


One of the problems is that English is obviously not their first language and communication is drawn out because of this.


I kept being told to give my parcel more time but although it had been sent out they could not find it in the system. Then when I asked for a replacement one of my items was out of stock.


I will not bore you with the rest of what happened but I was very frustrated by the end of it all.

tomtontom

The key to live chat is being direct in what you want. Say to them "my parcel has not arrived, where is it?" and you'll be there for half an hour. Say to them "my parcel has not arrived, I'd like you to refund that order and allow me to reorder with free next day delivery" and you'll be sorted in minutes

Helix

Most of these live chat services have advisors talking to more than 1 customer at once. They know that the customer is going to take some time to reply so they think they can be replying to other customers in the meantime. However it obviously all falls apart when everyone replies at the same time.

Companies like it though as they need less staff to answer more queries than they could over the phone.

bebewoo

The pass my parcel scheme has only started recently and some shops are having teething problems.
I used it last week and the shopkeeper was clearly bemused by the whole thing and even with the code and the barcode was unable to get it to scan. So I took the item out of the packaging and left him with the packaging to get on with it. (They know me because it's my local newsagents.)
So your shop may be as dopey as mine and has not figured out how to send the parcel back or not realised that they should send it back if nobody collects it or they put it on a shelf and forgot about it..........

POPPYOSCAR

tomtontom wrote: »

The key to live chat is being direct in what you want. Say to them "my parcel has not arrived, where is it?" and you'll be there for half an hour. Say to them "my parcel has not arrived, I'd like you to refund that order and allow me to reorder with free next day delivery" and you'll be sorted in minutes

Obviously depends on who you get.


I have always had good service up until now.


I wanted them to re-issue my order last week but they said it would definitely be delivered on 5th dec. and I should wait until then.


My items have gone up in price since I ordered anyway and now out of stock so re-ordering is not that simple.


There is no way this customer service person would have dealt with this in minutes.