Amazon ignoring written complaint.

suzs34

Hi there,

I created a thread on here at the end of last year asking for advice on how to deal with Amazon after they mistakenly sent me a television and then insisted I take a full day off work in order for them to collect it.

Long story short, after an enormous amount of faffing around the television is now thankfully back with Amazon. However, I wrote them a letter of complaint in which I requested compensation for the day of unpaid leave that I was forced to take (with help from a MSE template letter).

This letter was sent recorded delivery, and was signed for at Amazon on 20/12/16 - approaching one month ago.

So far, i've not had a response, and i'm beginning to wonder what options are open to me if Amazon simply decides to ignore my letter of complaint.

Any advice or suggestions greatly appreciated!

suzs34

I should add that the letter included a request for a written response within 14 working days.

powerful_Rogue

How much are you asking for?

suzs34

~£100, the net amount I lost that day.

suzs34

Please also bear in mind that I repeatedly offered them the opportunity to collect it before 10 am, in the evening, and at the weekend, all of which were refused.

Their response was essentially "Take a day off work so we can collect the television, or we will charge you for it again". This, despite them acknowledging that I should never have been sent it in the first place.

powerful_Rogue

suzs34 wrote: »

~£100, the net amount I lost that day.

Did you have to take a day off? Could they have collected when you was off work? Could you have dropped it around someones house who would have been in, or taken it to a drop off point?

suzs34

powerful_Rogue wrote: »

Did you have to take a day off? Could they have collected when you was off work? Could you have dropped it around someones house who would have been in, or taken it to a drop off point?

Yes, I was left with no choice but to take a day off work before I went away to spend Christmas with family. Had I not taken the day off from work, I would have been charged again for the television.

I also wasn't prepared to move it. The thing is huge, and flatscreen televisions are notoriously fragile even when packaged. Amazon themselves confirmed that I would be liable for any damage that occurred whilst the item was in my possession.

daytona0

Send them a letter before action and then take them to small claims court for the amount that you feel they owe you due to consequential loss.

Though I like how their CS rep told you to go to the police! Were you like calling them thieves or something? Did you actually obtain a crime reference number?

Ah man, there's a right gem of a line in the live chat session you had!!

amazon_agent wrote:

I assure you that this will never repeat with the amazon.

The Amazon :rotfl: Tickled me that and I don't know why!

Wait, there's another one!!!

amazon_agent wrote:

Amazon: Please don't worry I assure you this type of errors will never repeat in future with Amazon.

:rotfl: this type errors

(source = http://forums.moneysavingexpert.com/showpost.php?p=71660948&postcount=19)

But seriously, reading all of your correspondence makes me cringe! I used to work in a call center and these types of situations only got dealt with if someone could be bothered! I was always up for a good scrap with a customer, or to box off a long standing issue, but some days the motivation may not quite be there You seem to be the saga type of customer; always a problem and it turns into a saga which rumbles on for months. I'm not saying that you are wrong, but the amount of rubbish just blurs the ultimate goal of helping you!


You've got to step back and realise that this all came about because YOU (nobody else ) ordered a TV with the express instructions that it arrive next day (I am aware that it declined; that's another issue). Why did you plan it so badly? It arrived within 4 days AND, owing to you being a busy bee, you probably contacted them on the night of the 18th which could have ruled out a weekend delivery. Sod me but when I was on a PGCE even lesson planning 6 days a week wasn't as time-bound as that! You can't even use the "but I was at home on Saturday and worked all week" defence because YOU GOT THE TV!!! (And the TV was delivered to a neighbor, not you! So you didn't take time off to receive it; only likely to eventually send it back).

If you'd have just been reasonable from the outset, and not involved multiple agents with multiple calls/emails/live chats, they probably would have been more willing to offer you a goodwill gesture for the whole situation! But if you want to fight, then good luck.

Small claims is probably your only option at this stage, unless you try the social media outlets (FB/twitter etc) first and foremost. You can also try emailing one more time with a CLEAR AND CONCISE request.

suzs34

At Amazon's insistence, I also attempted to arrange a collection myself at a convenient time. I tried six of the main courier firms, all of them refused to collect the package, either on the basis of its size or its contents. Amazon were made aware of this.

suzs34

daytona0 wrote: »

You've got to step back and realise that this all came about because YOU (nobody else ) ordered a TV with the express instructions that it arrive next day. Why did you plan it so badly? It arrived within 4 days AND, owing to you being a busy bee, you probably contacted them on the night of the 18th which could have ruled out a weekend delivery. Sod me but when I was on a PGCE even lesson planning 6 days a week wasn't as time-bound as that! You can't even use the "but I was at home on Saturday and worked all week" defence because YOU GOT THE TV!!! (And the TV was delivered to a neighbor, not you! So you didn't take time off to receive it; only likely to eventually send it back).

You don't appear to have understood the situation at all. I think you are confusing the initial delivery of the item with my attempts to get the item collected. Apologies if i'm mistaken.

suzs34

Just to clarify, the letter I wrote to Amazon was to request compensation for the the day I had to take off for them to collect the television, nothing whatsoever to do with the initial delivery. Sorry if that was unclear in my first post.