Ongoing difficulty with Amazon

naedanger

suzs34 wrote: »

I honestly cannot think of anyone. Everyone I know has work commitments throughout the week. In any case, getting a 50" television (in a far bigger box) across town would require me to book a taxi, and that is something that I am simply not prepared to do for a company that is behaving like this.



This is not something that Amazon have suggested to me, perhaps because the item is 'high value'. However, it's something i'll suggest to them when I inevitably end up using the live chat again.

Be very careful if you consider moving the tv. Apparently they are very easy to damage (even fully packed) if they are not handled correctly e.g. kept upright.

Perhaps try and find your own courier who will collect at the weekend? Then get Amazon to pay.

beckstar1975

Could they not come and pick up from your work (school?) have done this before

suzs34

Be very careful if you consider moving the tv. Apparently they are very easy to damage (even fully packed) if they are not handled correctly e.g. kept upright.

Absolutely, I was terrified moving the box out of the hall and into the spare room, never mind actually leaving the house and travelling with it.

Perhaps try and find your own courier who will collect at the weekend? Then get Amazon to pay.

That would work, but I have no guarantee that Amazon will pay for anything, and I have no trust whatsoever left in this company.

Could they not come and pick up from your work (school?) have done this before

Not feasible i'm afraid, the item is heavy, fragile, and expensive, and my journey to work involves travelling through central London. I'm also assuming that I would be liable for any damage that occurs if I do try and move the item.

Thanks for the suggestions though guys!

suzs34

Spoke to another representative through live chat, and i'm glad to say the issue has, for the main part, been resolved.

The full amount has been refunded, I can schedule a courier at my own convenience, and Amazon will refund me the cost.

Why on earth five or six different Amazon representatives had to argue the toss and drive me up the wall quite so much, I do not understand. Very disappointed in how they've handled this.

suzs34

UPDATE

So i'm unfortunately nearly back to square one with this nonsense.

Of the four carriers that Amazon proposed I contact (UPS, TNT, Yodel, and DHL) it seems that none will touch the television, either on the grounds of its size, or its fragile contents.

I've gone back to Amazon about this, and they simply aren't interested. They are once again insisting that I take a full day off work to wait for their courier. I've repeatedly offered them the opportunity to collect the item on any early morning, any evening, any Saturday, or any Sunday of their choice, but they are refusing to offer me anything more specific than a ~12 hour collection window.

Despite resolutely denying them permission, they are insisting that they will charge me for the television again in full if I don't arrange a full day to wait for collection.

What makes matters worse is that they have already conceded that I shouldn't have been sent the television at all! What on earth gives them the right to force me to take time off work to get it back to them!

I'm using the Resolver service now to see what, if anything, can be done about this. I am not after advise per se at the moment, but I just wanted to provide an update as I feel as though people should be aware of this kind of behaviour.

Genuinely feel like I am now being bullied by this company.

suzs34

UPDATE 2

Amazon are refusing to engage with me via the Resolver service, on the basis that I have effectively contacted them via a different email address than the one associated with my account. I have had to copy and paste the email into the email contact form on my Amazon account page. Round and round I go.

suzs34

Further update, after doing some digging through the Amazon 'Conditions of Sale', it would appear that you are not contractually bound to a purchase until Amazon send you their dispatch confirmation. Given that I cancelled the order a good three days before I received any dispatch confirmation, it would appear that Amazon are and have always been on incredibly shaky ground here.

Having brought this to their attention via live-chat, would you believe it, they are being somewhat more accommodating all of a sudden with regards to collection!