Phone lost in delivery - Amazon order - Advice appreciated.

SaitenMar

Hello all, I hope I've posted this in the right place. But I need some advice. 

Basically, I ordered a phone from Amazon about a week and a half ago and it was meant to have been delivered on Wednesday last week. The reason I went with Amazon is that I'm a Prime member and was confident in their delivery times, I needed the phone before this week as it was a replacement for a phone that developed a battery fault. However, the item never arrived and when checking the tracking via the order page it states the following:

Wednesday 27th September:
5:00 PM / Package delayed in transit. 

10:07 AM / Delay in delivery due to external factors.

8:29 AM / Possible delay in delivery.

That's the last thing bit of information that I've had related to the delivery. I gave it another two days to see if it might arrive then but nothing, eventually the order page informed me that 'We're very sorry your delivery is so late. Although it may still arrive, you can request a refund now' so I contacted Amazon's help chat and informed them of the issue. The Amazon representative informed me that there was nothing they could do and to contact them in a few days if the item still hadn't arrived. No help whatsoever. 

So I waited another three days and eventually got back in touch with Amazon Help because the phone still hasn't arrived and I haven't received any notification or update since the 5:00 PM message regarding the Package being delayed in transit. Yet again they can't help me in any way and I have to contact them on the 15th of October before they will even bother to look into what's happening with my order. At this point, I'm frustrated because I'd expect better from Amazon. They took my money for the phone, didn't deliver anything yet make it out like this is my fault when it's they who screwed up here. 

So, are there any options for me here? Due to mobility/medical issues, I rely heavily on my phone and this has really screwed me up. I feel helpless and get the feeling that Amazon doesn't really want to help me. I asked if I could contact the facility myself (fairly certain it's from an Amazon facility anyway) but they wouldn't give me any details and said they couldn't help.

Am I just screwed here? Sorry for the long post, but I'd really appreciate any advice. 

[Deleted User]

Hi,

they offered you a refund and you didn't accept, so think you'll just have to wait until 15th now, if it doesn't arrive before then.

marcia_

 I've had similar but persuaded them to give me a refund on my second contact. 

 In your case you could initiate a chargeback with your bank due to non delivery. Amazon might not be best pleased with that but if they wont refund you theres no other option 

born_again

marcia_ said:

 I've had similar but persuaded them to give me a refund on my second contact. 

 In your case you could initiate a chargeback with your bank due to non delivery. Amazon might not be best pleased with that but if they wont refund you theres no other option 

Chargeback timescales are 15 days from debit date Visa & 30 days from debit date Mastercard. So until that has passed it is not a option for OP. 

Could be something as simple as truck with goods on has broken down or had a accident & they are trying to get items redirected to customers.

Sadly Prime is not guaranteed delivery.

OP could reorder & return other if it arrives.

SaitenMar

frugalmacdugal said:

Hi,

they offered you a refund and you didn't accept, so think you'll just have to wait until 15th now, if it doesn't arrive before then.

They did not offer me a refund, I forgot to mention that. 

SaitenMar

born_again said:

marcia_ said:

 I've had similar but persuaded them to give me a refund on my second contact. 

 In your case you could initiate a chargeback with your bank due to non delivery. Amazon might not be best pleased with that but if they wont refund you theres no other option 

Chargeback timescales are 15 days from debit date Visa & 30 days from debit date Mastercard. So until that has passed it is not a option for OP. 

Could be something as simple as truck with goods on has broken down or had a accident & they are trying to get items redirected to customers.

Sadly Prime is not guaranteed delivery.

OP could reorder & return other if it arrives.

I'd thought about that, but I don't want to spend the money on another phone only to have that one go missing too. I don't have a whole lot of confidence in Amazon after this. Plus I don't have the funds to just reorder the phone again until I get a refund. I wouldn't be so frustrated if I knew what was going on but I know nothing and that's what drives me nuts. 

SaitenMar

marcia_ said:

 I've had similar but persuaded them to give me a refund on my second contact. 

 In your case you could initiate a chargeback with your bank due to non delivery. Amazon might not be best pleased with that but if they wont refund you theres no other option 

Not sure I can do a chargeback. Amazon has already taken the money. I've now been in contact with them three times and they haven't offered any help. 

marcia_

SaitenMar said:

marcia_ said:

 I've had similar but persuaded them to give me a refund on my second contact. 

 In your case you could initiate a chargeback with your bank due to non delivery. Amazon might not be best pleased with that but if they wont refund you theres no other option 

Not sure I can do a chargeback. Amazon has already taken the money. I've now been in contact with them three times and they haven't offered any help. 

 Even though the money has left your accounts the bank can reverse the payment and you will get your money back. However as another poster said you must wait 15 days for delivery to initiate the chargeback 

RefluentBeans

Even if you had the location of the depot it was supposed to be in, there’s not much they can do to manually grab it for you. That’s why Amazon never allows you to collect it from a depot. When it’s in the system - it’s largely automated. 

The reason you have to wait is in case it does turn up. But I agree waiting over 2 weeks is probably unfair to expect you to do. Normally I think adding on a week ‘in case it turns up’ is fair but nit
two weeks. I’d ask for a refund or for them to order a replacement for you. 

PHK

SaitenMar said:

frugalmacdugal said:

Hi,

they offered you a refund and you didn't accept, so think you'll just have to wait until 15th now, if it doesn't arrive before then.

They did not offer me a refund, I forgot to mention that. 

They did, when it says the item hadsn't arrived but you can request a refund. You request the refund on that page. Instead you called Amazon.

What you need to do is phone Amazon, say you want to make a complaint. Just keep politely repeating that you've been an Amaxon prime customer, you've given them chance to sort it but they haven't so you want a refund.

If they say they can't help you until a future date, then just keep repeating the above politely. 

Keep doing it. Don't wait days worrying. Keep on at them.

Jonboy_1984

If you go to your account>order history and look at the order details is there an option to cancel or request a refund?