When Amazon Goes wrong

Merv2k19

Edit: Deleted

[Deleted User]

Should be on the rants forum...

Merv2k19

It is meant to be informative, not for blowing off steam. I got a resolution, so I am not angry.

Fosterdog

Merv2k19 wrote: »

It is meant to be informative, not for blowing off steam. I got a resolution, so I am not angry.

It still belongs on praise, vents, and warnings. The consumer rights forum is for people to post consumer right questions not to post about an already resolved issue.

Some of the issues with how your complaint was handled was possibly down to you, the first rep told you it would be up to two business days for a resolution and to contact them on the Wednesday if it failed to arrive by Tuesday evening which you accepted but then contacted them the next day instead of waiting, it might have still been in the process of being dealt with.

The second rep said it had to go to the investigation team, although it was obvious where the mistake had been made it is still reasonable for them to investigate, your attitude dismissing their investigation process was not helping anyone. Then you went on to ignore their request for three days to investigate and again contacted them early after just two days, this again was probably while things were still being looked into and why there was less access for the general CS reps to help you, also probably the reason why a replacement was not possible. You also rather arrogantly tried to tell the what was legal and illegal in consumer rights even though the order was with Amazon US so you are bound by the consumer laws of whatever state they are registered in and not by U.K. laws. It is perfectly possible that in the US the retailer is no longer liable once it has passed to a courier.

You haven't really given a good example of how to get things sorted and you made it sound like other people would have not got as far as you did without being pushy but it is equally possible that if you had just waited for time you agreed to and they asked you to initially it could have been dealt with quicker and with the result you wanted (replacement) rather than the result you accepted (refund to reorder). If the refund is yet to clear you might even find the refund amount is different if the exchange rate has changed or when you reorder it may cost more or less for the same reason.

the_lunatic_is_in_my_head

The problem is that the reps are all overseas and it's very scripted.

With something like this just email the ceo office (seeing as it's now the only way to email Amazon UK).

Similar but different to the OP I had an order delivered twice (paid once), it was only a £13 but I'm not dishonest so let them know. It's still sitting here in a box with a Hermes label on.

I'm sure Hermes would have picked it up (eventually) if they'd be instructed to as they'd get paid once it was collected and have been here twice since.

There was no thanks from Amazon for letting them know, no apology for the double order, no apology or acknowledgement for sending a tin of Danish Oil in a card mailer that arrived with a squashed top (which was mentioned as that was the one going back and I didn't want them to think I had damaged it).

And that was from the Executive Relations Office.

Basically Amazon's customer service is actually generally poor, people think their service is good because they hand out money, either free goods or vouchers but that isn't good service.

UK based customer service who can understand a problem (like the OP has) and get it sorted in 30 seconds by in the OP's case placing a replacement order and collecting the one sent in error is good service.

As for all this keep the thing that is incorrect, why do they expect you to do with? In my view it's not good service to lumber someone with tat they didn't order.

But yes this should really be on the Praise, Vents and Warnings Board.

BoGoF

Not one person is going to read all that.

[Deleted User]

the_lunatic_is_in_my_head wrote: »

Similar but different to the OP I had an order delivered twice (paid once), it was only a £13 but I'm not dishonest so let them know. It's still sitting here in a box with a Hermes label on.

I'm sure Hermes would have picked it up (eventually) if they'd be instructed to as they'd get paid once it was collected and have been here twice since.

Why didn't you ask Amazon for a pre-paid label and simply take it to the Post Office or local Amazon locker if you were so desperate to be rid of it?

Hardly poor customer service, not uplifting an item delivered twice....

Merv2k19

Fosterdog wrote: »

It still belongs on praise, vents, and warnings. The consumer rights forum is for people to post consumer right questions not to post about an already resolved issue.

Some of the issues with how your complaint was handled was possibly down to you, the first rep told you it would be up to two business days for a resolution and to contact them on the Wednesday if it failed to arrive by Tuesday evening which you accepted but then contacted them the next day instead of waiting, it might have still been in the process of being dealt with.

The second rep said it had to go to the investigation team, although it was obvious where the mistake had been made it is still reasonable for them to investigate, your attitude dismissing their investigation process was not helping anyone. Then you went on to ignore their request for three days to investigate and again contacted them early after just two days, this again was probably while things were still being looked into and why there was less access for the general CS reps to help you, also probably the reason why a replacement was not possible. You also rather arrogantly tried to tell the what was legal and illegal in consumer rights even though the order was with Amazon US so you are bound by the consumer laws of whatever state they are registered in and not by U.K. laws. It is perfectly possible that in the US the retailer is no longer liable once it has passed to a courier.

You haven't really given a good example of how to get things sorted and you made it sound like other people would have not got as far as you did without being pushy but it is equally possible that if you had just waited for time you agreed to and they asked you to initially it could have been dealt with quicker and with the result you wanted (replacement) rather than the result you accepted (refund to reorder). If the refund is yet to clear you might even find the refund amount is different if the exchange rate has changed or when you reorder it may cost more or less for the same reason.

1. That, that was their mistake. Tuesday was the next day. I contacted them late on Tuesday, after close of business and the chance of the parcel being delivered that day.
2. The point was that the first rep had already promised a replacement, and the second was then going back on that, contradicting what had already been said. As the goods were low value, and my account should be on good standing, there was really no reason not to send out a replacement as promised, or to a least request images of the item received as proof if there was doubt of my honesty.
3. My enquiry after two days was one day premature; however it was only a question, as I had time to engage them, and may not the following day. If the investigation was incomplete, they had only to say so.
4. As far as I was aware, a retailer has to abide by the laws of the country they deliver to. Even if that isn't the case, I can't believe that once a parcel is handed to a courier, a company is able to wash their hands of it. That would leave consumers open to all kinds of issues. The rep also clearly didn't read what I wrote, as once I pointed out the issues again, she then changed her tune and offered a refund.
5. Without pushing, I would (in all likelihood) have ended up either not getting the goods I ordered at all, or accepting a partial refund, all for something that was entirely not my fault.
6. Not my first rodeo. I am aware of how exchange rates work. In the case of Amazon, they will reimburse you the difference if the amount you get back is lower due to exchange rates; although not all companies will do this.

Pollycat

BoGoF wrote: »

Not one person is going to read all that.

Well, I didn't read it.
TLDR
A pointless post, imho.

theonlywayisup

BoGoF wrote: »

Not one person is going to read all that.

I don't think a group of speed readers would do it.

mjm3346

the_lunatic_is_in_my_head wrote: »

As for all this keep the thing that is incorrect, why do they expect you to do with? In my view it's not good service to lumber someone with tat they didn't order.

But yes this should really be on the Praise, Vents and Warnings Board.

Depending on the items involved it is much easier for me keep/put things in the bin than hang around for a courier so keeping the items counts as good service for me.