Amazon ignoring written complaint.

daytona0

suzs34 wrote: »

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.

No, I didn't misunderstand...

You said this on the 23rd November 2016 at 16:47

I contacted Amazon on 18/11/16 regarding a 'payment declined' issue that was showing under 'my orders' on my Amazon account (I have since learned that this was a temporary security measure placed by my credit card provider). The representative suggested that I try an alternative payment method. Something I agreed to, on the explicit understanding that my order was still eligible for delivery that Saturday (19/11/16). When the representative advised me that the delivery date had changed to Tuesday (22/11/16) - I declined to complete the transaction, even going so far as to explain to the representative why I needed the item the very next day.

So you wanted the TV to arrive on the next day, which was a Saturday, or not at all. You also explained WHY that needed to happen

I feel that this is poor planning, especially around black friday (when deliveries CAN SOMETIMES be delayed)!

That's the root cause of the whole issue. I'm not saying that you are WRONG, just a bit silly to order a TV which was required the next day or not at all!

You do come across as quite stressed out and to be fair I can't blame you if you're a teacher living in London But sometimes you've just got to chill out a bit!

I've outlined some helpful next steps and wish you luck in getting it resolved.

suzs34

So you wanted the TV to arrive on the next day, which was a Saturday. You also explained WHY that needed to happen

I feel that this is poor planning, especially around black friday (when deliveries CAN SOMETIMES be delayed)!

That's the root cause of the whole issue. I'm not saying that you are WRONG, just a bit silly to order a TV which was required the next day or not at all!

You do come across as quite stressed out and to be fair I can't blame you if you're a teacher living in London But sometimes you've just got to chill out a bit!

I've outlined some helpful next steps and wish you luck in getting it resolved.

I see. Well i'm an Amazon Prime customer, so I am paying £80 a year for next day delivery.

Regardless, I don't see how this would constitute poor planning. They weren't able to offer next day delivery so I told them I didn't want the television, no problem at all. The next day I went down to Richer Sounds and bought one.

I appreciate that you have offered advice, and i'm grateful for that, but to say that this is all my fault is simply untrue.

daytona0

suzs34 wrote: »

I appreciate that you have offered advice, and i'm grateful for that, but to say that this is all my fault is simply untrue.

I'm not saying that it is ALL your fault. I said that the situation arise because you were not happy with delivery being a few days longer. Whole issue could have been avoided with a bit of patience, or forward planning (ie ordering it a few days earlier instead).

But alas, the easy way isn't always as appealing

Good luck getting it resolved.

ThumbRemote

daytona0 wrote: »

I'm not saying that it is ALL your fault. I said that the situation arise because you were not happy with delivery being a few days longer. Whole issue could have been avoided with a bit of patience, or forward planning (ie ordering it a few days earlier instead).

But alas, the easy way isn't always as appealing

Good luck getting it resolved.

The situation arose because a customer wanted what they'd paid for.

No more, no less.

[Deleted User]

ThumbRemote wrote: »

The situation arose because a customer wanted what they'd paid for.

That was the previous situation.
The situation now is the customer wants paying £100 for the inconvenience of having to wait in for a collection.

Good luck with that one, OP

suzs34

Moneyineptitude wrote: »

That was the previous situation.
The situation now is the customer wants paying £100 for the inconvenience of having to wait in for a collection.

Good luck with that one, OP

If you feel that my request was excessive, then why not explain why, rather than resorting to sarcasm which is of no use to anyone.

I based my letter, and the amount of compensation I requested on consumer guides that I read on sites like this one. If you feel you have any additional insight to offer, i'd genuinely be pleased to hear it.

Besides, I was actually asking for advice on what to do if Amazon ignores my letter. I am obviously aware that Amazon may refuse my demand for compensation, I had however imagined that they would have the decency to put their decision in writing.

[Deleted User]

suzs34 wrote: »

If you feel that my request was excessive, then why not explain why, rather than resorting to sarcasm which is of no use to anyone.

I thought I was just wishing you luck?

You are seeing sarcasm where there isn't any.

I have no idea why Amazon haven't replied to your demand for compensation.

daytona0

ThumbRemote wrote: »

The situation arose because a customer wanted what they'd paid for.

No more, no less.

I agree 100%!

BUT the payment was only completed on Friday night It is more than likely that the OP had passed the window for next day delivery, due to it being a weekend. Hence the Tuesday delivery (though not sure why it wasn't made on Monday?)

So maybe they got what they paid for after all?

But that's not even the beef! OP alleges that they DID NOT authorise payment Which just creates a nice murky saga which has rumbled on for 2 months.


My point is that you should anticipate possible issues and plan a few days extra into your orders. Maybe your bank declines the payment? Maybe the item is 'lost in transit'? Maybe a courier van breaks down?

This whole thing could have been avoided if OP was prepared to wait for just 3 more days, either by ordering with a buffer or just being a bit more patient

suzs34

daytona0 wrote: »

I agree 100%!

BUT the payment was only completed on Friday night It is more than likely that the OP had passed the window for next day delivery, due to it being a weekend. Hence the Tuesday delivery (though not sure why it wasn't made on Monday?)

So maybe they got what they paid for after all?

But that's not even the beef! OP alleges that they DID NOT authorise payment Which just creates a nice murky saga which has rumbled on for 2 months.


My point is that you should anticipate possible issues and plan a few days extra into your orders. Maybe your bank declines the payment? Maybe the item is 'lost in transit'? Maybe a courier van breaks down?

This whole thing could have been avoided if OP was prepared to wait for just 3 more days, either by ordering with a buffer or just being a bit more patient

I'm sorry to repeat myself, but i'm sure you haven't quite grasped the sequence of events here. I accept that may well be down to me not explaining very well though!

When I first placed the order, I was offered guaranteed next day delivery, as is often standard for Amazon Prime customers. My payment was declined due to my bank flagging the transaction, this was obviously nothing to do with Amazon. By the time that I spoke to Amazon about the issue, they were no longer able to offer me the same delivery date, and so I cancelled the order, no harm done. Patience doesn't come into it, Amazon weren't able to offer me the service I was looking for, and so I went elsewhere.

Amazon themselves have long since acknowledged that I was sent the television by mistake, there is no "murky saga" to speak of, at least not in this regard.

visidigi

Ultimately if your bank hadn't blocked it,Amazon WOULD have kept up their side of the bargain, the timing of the failure and you calling them is critical here. Yes they should have cancelled when you asked them to, but to say you have no blame there is a bit weird when your payment failed.

As a prime customer I would consider how much you want to shop on Amazon in future, if they were to settle your claim its highly probable you would end up banned from Amazon - something they are surprisingly good at enforcing.

Some battles are worth having. Sometimes things happen - for me I wouldn't waste much effort trying to get this back, you'll spend more than a day fighting for it.