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Amazon refunding my order without asking me...

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I'm really annoyed with Amazon at the moment and I can't work out what they are playing at...

Ordered an item through Amazon on 30 Nov 2017.

Had an email on the 7th Dec stating:
We intended to deliver your order 204-2937115-8030719 on Thursday, 7th December.

We’re sorry to tell you that there may be a delay in delivering your order. Please allow an additional day or two for the parcel to arrive.

Then today I've received an email stating:
You ordered the item below, but the package was returned to us by the carrier. We’ve issued your refund.

You can find the list of possible reasons why the package was returned to us as undelivered here. If you still want the item, please check your address and place a new order.

Reading through the list of reasons this could happen it seems it's generally if there's a problem with the address or they have damaged it.

As we have had items delivered here all the time with no issues, I can only imagine the courier have damaged or lost it. It was only a fairly small box item, so I'm thinking loss is more likely.

Had anyone else ever had issues like this? I'm going to see if I can complain to Amazon a bit as I don't really think it's on!
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Comments

  • custardy
    custardy Posts: 38,365 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Why didnt you contact Amazon before posting here?
  • custardy wrote: »
    Why didnt you contact Amazon before posting here?

    I have dropped then an email asking for an explanation, but I suspect they won't come back with any specifics.
  • Standard response from Amazon:
    Hello James,

    Allan here from Amazon Customer Services.

    I've checked your order ##h# and can confirm that it was sent from our Fulfilment Centre on 4 December 2017 via Amazon Logistics and that the parcel has the following tracking reference number ####.

    Orders can be returned for a number of reasons including lack of address information or sometimes labels can become smudged or torn in transit which can leave the delivery address incomplete. You can find more information regarding possible reasons for non-delivery of an item here:

    I hope this helps.
  • LilElvis
    LilElvis Posts: 5,835 Forumite
    Sixth Anniversary 1,000 Posts Name Dropper
    Standard response from Amazon:

    Perfectly reasonable response in my view. What answer would have made you less annoyed? If you are a Prime members then contact them, tell them how disappointed you are and they will credit you with a month's worth of membership.
  • IAmWales
    IAmWales Posts: 2,024 Forumite
    Do you want a replacement? If so, contact them on live chat and ask them if you reorder, if they will refund any difference in price. They'll no doubt say yes.

    Amazon aren't perfect but their customer service is excellent. Be polite and ask for the solution you want. Far more constructive than ranting on here (which you are perfectly entitled to do, before anyone points out it is the vents board!).
  • I've ended up buying it somewhere else now as it was a gift for someone and I wasn't going to risk waiting around for Amazon again.

    I just find it frustrating that they didn't communicate better about it. Surely the best thing would be for them to contact you and say there's a problem in the first place. Then give you the option of a new one or a refund. Rather than just suggesting there has been a delay with the delivery.

    The way the first email was worded made it sound like it was still on its way, which obviously wasn't the case.
  • parkrunner
    parkrunner Posts: 2,610 Forumite
    Eighth Anniversary 1,000 Posts
    Quote:
    You ordered the item below, but the package was returned to us by the carrier. We’ve issued your refund.

    You can find the list of possible reasons why the package was returned to us as undelivered here. If you still want the item, please check your address and place a new order.

    Seems a perfectly reasonable response to me.
    It's nothing , not nothink.
  • molerat
    molerat Posts: 34,532 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    What does the tracking show ?
  • fozmcfc
    fozmcfc Posts: 3,098 Forumite
    Part of the Furniture Combo Breaker PPI Party Pooper Debt-free and Proud!
    I see where the OP is coming from.

    Parcel returned to Amazon, Amazon contact person and say along the lines of, it's been returned due to.......

    Then it says, do you want to cancel or us to resend. If it is something that needs further information from the customer, then it should say, if you wish for it to be resent, then please provide information we require.

    I'm guessing that doing that would create more work for Amazon and involve more human interaction, which is why Amazon don't do that sort of thing.
  • grayme-m
    grayme-m Posts: 1,484 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    I can also see why the OP is venting.

    They wanted the item for a specific timeframe, it didn't come.

    Standardised responses are impersonal, people like personal.

    How many times have we emailed a company asking a question, usually saying they have tried x and y, to be sent a copy and pasted paragraph of an insincere pre-written apology telling them to do x or y?

    Trouble is, people also like cheap.
    Toyota - 'Always a better way', avoid buying Toyota.
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