Amazon delivery - item not arrived, then turned up.

martin1959

Ordered a couple of items off of Amazon for next day delivery, and were due to be delivered today.

Checked at 11am and site said they had been delivered at 10.30 to householder. We checked outside (although we had been in and not heard door) and in the recycle bin where they have left stuff in the past. Neither neighbour was in so we know if could not have been delivered to either side.

Rang Amazon and got through to India who wer awful and just read from script. They eventually put me through to someone in UK who was helpful, and apologised, and offered to send replacements, which are due to be delivered on Friday.

Replacements are due on Friday, which is a pain as I need then for a job on Thursday. At 3 pm had a knock on the door from a neighbour 3 doors away, who had just come home from work, and found the two packages behind her dustbin, where anyone could have stolen them!!!

I have spent 2 hours trying to contact Amazon to let them know, as I would like to be honest, but also want to complain about the service and the trouble this has caused me. Customer services are based in India or Philippines and will not put me through to anyone in the UK, and do not understand what I want to complain about as the goods have arrived.

Does anyone know how I can contact someone based in the UK who does not just read a script........

McKneff

Why are you bothering so much. Its a complete waste of time. They woll listen to you, put the phone down and completly forget you.

Kust refuse delivery, leave a note or something to say do not disturb. Please do not leave any packages . I wish to refuse delivery. Then just move on .

They must have tried to deliver and you didnt hear them

McKneff

What number are you ringing

martin1959

All numbers relating to Amazon seem to end up being distributed to any worldwide call centre.

POPPYOSCAR

McKneff wrote: »

Why are you bothering so much. Its a complete waste of time. They woll listen to you, put the phone down and completly forget you.

Kust refuse delivery, leave a note or something to say do not disturb. Please do not leave any packages . I wish to refuse delivery. Then just move on .

They must have tried to deliver and you didnt hear them

Not reallly.

I have often been in and not received a delivery when they say they attempted it. One said they could not get in the locked gates which I do not have!

I was once standing talking to a neighbour when a driver handed her a parcel for next door. He had made no attempt to deliver it there. She refused it and told him to take it next door which he then did. I am convinced he did it because he thought it would be quicker and easier for him.

pmduk

Call centre technology often doesn't allow staff to transfer calls to a particular location. I've transferred calls to a different operator with other skills, sometimes they're in the Philipines, on rare occasions, in the same building as me.

AndyMc.....

Cancel the replacement order, if you want to complain do it online and don't answer you phone when they call you. They'll email you a solution free month of prime, account credit etc.

Gavin83

martin1959 wrote: »

but also want to complain about the service and the trouble this has caused me.

What trouble? You order next day delivery, you got it the next day. I don't see the issue.

It's entirely possible the delivery driver made a mistake or maybe your bell doesn't work and you haven't realised yet. They wouldn't have saved any time delivering to your neighbour after all.

Still as the last poster said you'll likely get a free month of prime out of it so go ahead if you think that's worth it.

wesleyad

Do your guys not take photos? Or was it a non amazon driver? I always get sent a photo if they leave it anywhere. I even got a photo of the guy posting one through my letterbox. Very keen.

martin1959

Gavin83 wrote: »

What trouble? You order next day delivery, you got it the next day. I don't see the issue.

It's entirely possible the delivery driver made a mistake or maybe your bell doesn't work and you haven't realised yet. They wouldn't have saved any time delivering to your neighbour after all.

Still as the last poster said you'll likely get a free month of prime out of it so go ahead if you think that's worth it.

We waited in for a parcel that had already been left at a neighbours

Our doorbell works perfectly, and we have cctv and no attempt was made.

I had to spend over an hour reporting the non arrival.

It inconvenienced a neighbour who I do not have a good relationship with

I then spent two hours trying to get through to someone to explain what had happened. I know I could have cancelled the replacement, but felt the poor service needed to be reported. If the driver is not spoken to (and I appreciate he may not be) they will just do the same to others.

In the end I emailed the CEO of Amazon UK Doug Gurr, and I had an email response from his Executive Complaints team, with an apology, and was told to keep the replacement items they have sent out. So in effect, getting through to the correct team, saved me £115....

Better than a months Prime......

[Deleted User]

martin1959 wrote: »

In the end I emailed the CEO of Amazon UK Doug Gurr, and I had an email response from his Executive Complaints team, with an apology, and was told to keep the replacement items they have sent out. So in effect, getting through to the correct team, saved me £115....

Better than a months Prime......

I doubt they'll be so generous the NEXT time an order of yours goes "astray"