Amazon Purchase

pocketslint

Moneyineptitude,

Thanks, to you and everyones else, for taking the time to post.

The first scenario is correct, Amazon sent the wrong item. I do accept my contribution in what has since transpired, but as I have already tried to explain, I thought the phone numbers posted online for Amazon were no longer available. In fact, my own phone was temporarily blocked, hence the third party. As I saw it, to simply return the 'wrong' item and reorder was going to leave me substantially out of pocket, there wasn't even any mention of a £10 recompense at that time, which still doesn't cover the new price increase. There didn't appear to be any means of explaining myself by following the regular "Wrong item sent" format via Amazon.

I did receive another e-mail from Amazon today and I am waiting to see how this plays out.

Your thoughts exactly mirror my own, I thought the item would simply be replaced without any further expense to me.

If i could finish by mentioning that a possible excuse for my lack of nous in dealing with this issue, is that as a long standing Amazon customer, I have rarely had any need to acquaint myself with their procedures for complaint.

Thanks again all, Pockets.

Gers

There's an option for Amazon to call you under 'contact us'.

Click on your specific order and then follow the links. Somewhere it'll pop up something like 'how do you want to contact us?' some options are there 'by email', 'phone me' and then options for 'phone me now' or 'phone me later'.

Think it goes to an American call centre but it's very easy to get through.

[Deleted User]

Gers wrote: »

Think it goes to an American call centre but it's very easy to get through.

More likely the Philippines than the USA, but they speak and understand English perfectly well.:)

No one needs (or should want) Resolver as a third party for complaints to Amazon.

pocketslint

Result, The original item has now reduced back down to £30, and of course I now have a £10 discount. Happy Bunny.

K80_Black

pocketslint wrote: »

Result, The original item has now reduced back down to £30, and of course I now have a £10 discount. Happy Bunny.

Glad you got a good result in the end!

Malsiluk

Another Amazon story. Let me start by saying I normally find Amazon to be very good and wth great customer service if you ever have a problem


BUT


I bought a TomTom 6200 satnav on Black Friday at a (very good) price of £195. I am a Prime member and it gave me option of delivery that evening, which I selected. It didn't come and then showed it would come on Sunday. However, on Saturday evening, Amazon phoned me to ask if I had yet received my parcel. I confirmed I hadn;t and they told me it would probebly be delivery that evening - it wasn't.


On Monday afternoon I spoke to Amazon and they told me it looked like they had lost the parcel somewhere within their delivery system.He said he could refund me, but I said i didn't want a refund - I wanted the TomTom. The problem was the price for the Black Friday offer had ended and it was now on sale at over £300. It ws agreed that he would raise an escalation to the delivery people asking them to investigate. I agreed to this and waited for further contact.


On Amazon it was showing that 'it looks like the item has been lost' so yesterday (Friday) I emailed them asking if they had any more information yet. I normally ring them, but sent an email as I thought they would have to check on the result of the escalation, so might be better to let them do that than ring and put them on the spot. In my email I clearly stated again that I didn't want a refund, but did want the item I'd bought at the price I'd paid for it. About an hour later I get a reply, not saying anything about the escalation result, but telling me they had refunded me. (Exactly what I had told them I didn't want)


It looks as if the item Amazon was selling was a 'fulfilled by Amazon' so I can see that this may cause some complication, but surely a company like Amazon can sort this out with the seller so that a good customer (who buys loads of stuff from them) is not left disadvantaged. :mad:


UPDATE. To be fair to Amazon, after another phone conversation they have now come up trumps and 'arranged' for me to buy the item again at the original Black Friday price, as long as I make sure I selected the option to buy it from Amazon and not any 3rd party seller. This I did and now have it and restored my faith in Amazon.