Amazon Slow Dispatch

gsdloopy

I'm getting really frustrated with Amazon!

I ordered a gardening trowel/knife on 9th October. I ordered another item to make it over £20 to get free delivery. The knife is sold by a French company but is fulfilled by Amazon which I thought meant that it is in their warehouse and dispatched by them.

I received the item I added within a few days but on 16th October the knife was still showing as:
"Not yet dispatched
Delivery estimate: We need a little more time to provide you with a good estimate. We'll notify you via e-mail as soon as we have an estimated delivery date."

I emailed and they replied the next day saying:
"I'd like to assure that your order will be delivered on or before October 20, 2017 without any issues."

Well it didn't arrive so I emailed again, and they said if it hadn't arrived in 48 hours to cancel the order and order it again. As it didn't arrive, I tried to cancel but because it is part of a multi-item order that was an offer, it wouldn't let me cancel it (I didn't even want the extra item!)
So I emailed again to explain this and asked them to cancel and re-order it for me. It took them 3 days to reply saying that they are only there for customer support and cannot cancel/re-order it (by the way they address me by my surname as if it's my first name...) I replied saying how frustrated I am and I want it chasing up and sorting out. The next day I get another reply waffling on about how I don't deserve to be treated this way but there is a problem with stock (they're still for sale on Amazon today) but that they are working on it and will get back to me asap.

That was a week ago. The order status hasn't changed and I've heard nothing from them!

I've contacted the supplier myself today and emailed them asking what's going on.

I am normally a patient person. I don't mind waiting for orders if I'm expecting it to take a while but this is coming from the UK with an original delivery date of 3-5 days and hasn't been dispatched almost a month later! I can't find anyone selling a similar item so I would like to still have the item I ordered (though I can't cancel it anyway). I'm not sure what to do now.

Rant over!

DoaM

You can cancel by returning the additional item too?

DCFC79

Instead of using email use the chat function, albeit it doesnt work during the night when maybe you sent he emails.

sheramber

If it is from a French supplier it will be coming from Amazon EU.( I have had many items from them which do take longer to arrive) but it sounds like there is a problem with the stock supply from the supplier.

dacouch

I would give it a few more days before you throw in your trowel

sennypijama

dacouch wrote: »

I would give it a few more days before you throw in your trowel

I don't think OP will dig this kind of response.

gsdloopy

Customer services replied yesterday. They said that they have escalated it to the fulfilment team (which they said in the first email) who have said they are investigating it but
"we are a completely Internet based company, we need some time to get an update from them"

How much time? Even on dial up I could get a reply the same day!

MoneyMate

sennypijama wrote: »

I don't think OP will dig this kind of response.

Sounds a down to earth kind of person though

gsdloopy

I'm still waiting for dispatch...

Jan 2018 - they've finally cancelled the order. Apparently they can't send sharp items through the post?!