30 day policy advice - needed

Manxman_in_exile

Phoebenaomi said:

... It may be helpful for you to know for future orders, that you can select additional delivery preferences during checkout if you think you might not be at home at the time of your delivery. Under the delivery preferences section, you'll see a 'Tell us where to leave your package' link under the heading 'What if I am not in?'...

Just to add to the post I've just made, I'd be cautious about following the advice given by Amazon above to make alternative delivery arrangements if you think you might be out.  By doing so you might lose the protection of s29...

MalMonroe

Have you tried going to your orders page on amazon? Then click on the order you're wanting a refund for and click the relevant button at the side. 

It should say 'problem with order' and you can click on that and explain the problem.

I have actually done that in the past where I've not received an item. Initially contacted Amazon by phone, they were extremely unhelpful and so I thought I'd try going to the orders page and request a refund, as per the explanation above. I figured there was nothing to lose. It worked.

Speaking to people at amazon is hopeless. They don't know what you're talking about most of the time and also, as you say, it takes ages to manage to get through.

Just try requesting a refund through your amazon orders page first before taking any other action. In my case, I received a refund within a few days, even after being told that they would not/could not possibly refund anything as too much time had passed. It's nonsense.

I do hope that works for you, it did for me. I didn't mention anything about having phoned them beforehand, either. Just put all the details under 'problem with order'.

Good luck.

Alderbank

OP, what did you buy?
Was it a mobile phone? Was it perishable goods?

I've never used premium delivery.
It is a service which non-prime customers can pay extra (in most cases) for which guarantees the item will be despatched today and delivered tomorrow.

I can see that they would not expect a premium customer to wait more than one extra day without complaint.

Apart from premium, as far as I know Amazon's procedure is that if an item is not delivered or collected from a shop or locker within a very small number of days (3 or 5 usually) the buyer is automatically refunded and the goods simply returned to Amazon. The buyer has to place the order again if they still want the item. They sell thousands of items every hour and I suppose this helps them to manage their stock control.

OP, what are the terms & conditions of premium? I can't find them online. What do they say for when the goods are not delivered within the promised deadline?

Phoebenaomi

Alderbank - No nothing as expensive as a mobile phone (thank goodness) I purchased some hair products worth £23.  I purchase a lot on Amazon and so am used to the 'running late' message.  

There was no button saying 'problem with the order'.  I have a screenshot of the orders page and it just isn't there. That is why I went so long without reporting anything. Really odd as it just says 'archive order' or 'buy it again' - none of the other options are available like my other orders.  The whole thing is just really odd!

screech_78

I’ve had this happen before. My orders page shows running late and asks me to come back by a certain date and request a refund if it’s still not arrived. From what I could see, you can request a refund automatically and don’t need to speak to anyone. My item did turn up though so I haven’t actually had to go through the process.

You’re due a refund so I would persist further with Amazon. Chargeback is also an option but as others have said, there’s a chance Amazon will close your account.