Amazon failed delivery and compensation request

Mart700

Hi,

Amazon were suppose to deliver an item yesterday (Thursday) but didn't deliver. I've needed to spend another day of my annual leave to wait for the delivery today (Friday) and it still hasn't turned up.

I've spoken to a customer representative after reading about my rights on this site and told them I would like to claim for compensation. I said to them I would write a letter of complaint to the UK head office. However since that phone call I've now received an email saying they will handle it via email. In the email they say they want me to provide evidence from my HR department. This is part of what the email says:

- Written confirmation from your HR department to confirm you needed to take leave in order to wait in for the delivery of this order.
- Written confirmation from HR department to confirm proof of net day’s salary.

I have no problem with providing this information but as its Christmas the HR department will be closed and won't reopen until 2nd January at the earliest.

Therefore I'm wondering if there is a limited time period I can make a claim and if Amazon are either being very helpful or they are trying some sort of stalling tactic so they delay my claim to a point where it will be invalid.

At first glance it doesn't seem unreasonable and I happy to comply, I just wondered if anyone thinks there is more to this.

Anyone have any suggestions on Amazon's request and motivations?

I see there is a 14 day return limit for goods brought online but couldn't see if the same limit applied for compensation claims. Anyone know what this might be?

boo_star

The limit on compensation claims is 6 years.

I don’t think Amazon are stalling but I imagine one days pay is an not inconsiderable amount of money, so it’s seem prudent for them to at least get proof that you did indeed need to take unpaid time off work because of their error.

If they didn’t it wouldn’t be long before everyone and their dog was claiming from them for “unpaid time off” regardless of whether it was true or not.

Keep_pedalling

AFAIK Amazon do not offer a guaranteed delivery service, just intended delivery dates.

From their terms and conditions.

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your right to have the products sent to you within a reasonable time. If the delay occurs before the products are dispatched, we will not charge you for the products until they are dispatched and you may cancel your order at any time prior to dispatch.

[Deleted User]

You won't get any compo for waiting in for a parcel - that is your choice and you could have had it delivered to a locker, place of work or left in a safe place. As said, Amazon don't offer a guaranteed delivery service so you are out of luck there too.

I also don't believe Amazon would be asking for proof from your HR department.

robatwork

Will be subscribing to this one as I can't believe the OP will get anywhere but interested to see how it goes. Then again, averaging one post per year I don't expect this thread will ever get updated.

Inner_Zone

Actual its the OP's first post in 8 years.

Never hear of Amazon wanting proof of salary. Pie in the sky? They usually give a months extra Prime if you complain and are a Prime member.

LadyDee

I used the Amazon locker for the first time the other day - brilliant! No waiting in, and I'm fortunate that there are at least two sites close to me, both of which I can pass quite easily.

visidigi

Mart700 wrote: »

Hi,

Amazon were suppose to deliver an item yesterday (Thursday) but didn't deliver. I've needed to spend another day of my annual leave to wait for the delivery today (Friday) and it still hasn't turned up.

I've spoken to a customer representative after reading about my rights on this site and told them I would like to claim for compensation. I said to them I would write a letter of complaint to the UK head office. However since that phone call I've now received an email saying they will handle it via email. In the email they say they want me to provide evidence from my HR department. This is part of what the email says:

- Written confirmation from your HR department to confirm you needed to take leave in order to wait in for the delivery of this order.
- Written confirmation from HR department to confirm proof of net day’s salary.

I have no problem with providing this information but as its Christmas the HR department will be closed and won't reopen until 2nd January at the earliest.

Therefore I'm wondering if there is a limited time period I can make a claim and if Amazon are either being very helpful or they are trying some sort of stalling tactic so they delay my claim to a point where it will be invalid.

At first glance it doesn't seem unreasonable and I happy to comply, I just wondered if anyone thinks there is more to this.

Anyone have any suggestions on Amazon's request and motivations?

I see there is a 14 day return limit for goods brought online but couldn't see if the same limit applied for compensation claims. Anyone know what this might be?

It seems fair, but know this - if you claim Amazon have (and often do) cut people off from their services for life if they feel you are too much a cost to them.

Depends if you ever want to use amazon again as to whether you think this is worth it...

knightstyle

Hey visidigi how do I upset Amazon enough to do this? My DW has cost me a fortune buying stuff we do not want or need using our joint account.
Would love them to block us!!!

[Deleted User]

knightstyle wrote: »

Hey visidigi how do I upset Amazon enough to do this? My DW has cost me a fortune buying stuff we do not want or need using our joint account.
Would love them to block us!!!

Usually asking for too many "unsuitable" refunds is enough..

Mart700

Well I'm still in contact with Amazon at the moment. I've sent them an email from my HR department giving the details they want but they are naturally being as awkward as possible.

As far as the right to request compensation goes I read the "delivery-rights" guide on this site.

Now I'm only claiming for the second day off the work. The first one I took off anyway as that is when they said the initial delivery would arrive. When it failed I emailed Amazon and asked for the delivery to be rescheduled and they sent me an email confirming it was rescheduled for the next day.

I'm no expert but I'm pretty sure Amazon can't write their terms and conditions in such a way to get around consumer rights. When the Amazon site says something like "Delivery Estimate 2nd-3rd" then that is OK. I wouldn't expect to be able to claim.

However when then say "Arriving 3rd" then that is no longer an estimate, they are making a statement at that point and removing any equivocation from the delivery date.

As far as I can tell you can only claim for the second day. The first day you would have taken off anyway, but if they reschedule another date and fail to delivery a second time then you can claim compensation for any extra holiday entitlement you have used.

I'll see what happens. I'm not massively annoyed with them but I feel they should pay when they advertise their Prime service in the way they do. I don't believe its right for a company to claim how amazing their service is, and 99.9% of the time it is, but when that service fails they should pay compensation. Otherwise they have no incentive to maintain high standards.