Amazon let down very important delivery and cost us loss money

marcobdt

Hi,

At this second I am extremely furious with Amazon, I have been member and shop tons there for 5 years with great track record I believe, we shop everything there unless groceries, I have multiple occassions item is not delivered on time as they promised and I generally not bothered, but this one particular order I desperately need it to be delivered as the guaranteed delivery time, We have guest coming over fly two continents away to visit us here, and I ordered mattress for them, On the day supposed to be arrived I can see there is no dispatch email as it always be, and I am waiting maybe on the day time it will be updated, and evening slowly come no dispatch email then I called them, asked where is it, the CS said oh it was out of stock when you ordered on the designated point, but don't worry I will trigger one now from another warehouse and we will deliver.

Sweat comes through my palm and I asked him will get it today? Why I am not notified for the last few days if it was not available until I ask it now? CS only said sorry, is there anything else i can do for you?.... SO i thought its resolved as hours passed by I see there is no sign of dispatch, I get very stressed, Hubby going to the airport to pick up guest, at 7pm I chat with them again, and same promised, it will be delivered today.

At night during dinner with guest I am sneaking to my phone and again expecting there is better update there, the CS promised me same thing, till the end of the day it will be arrived, I am so stressed, guest is here, no mattress to lay down, and all i can say can we wait? maybe they are stuck somewhere, till 11pm we no see sign of delivery, 4 promises, its all recorded assured me it will be arrived that night, I knew I can't let my guest wait they are super exhausted this is no proper treatment for them as a host, so we get taxi as we are not fit to drive them after drink during dinner and get them hotel room in city, its too embarrasing to even explain what happened.

This morning i reached out CS and explained to them, i was being transferred here and there, over 1h i was waiting and every new person comes in, I have to explain same thing again, I said Amazon is letting me down, i was promised with written record, I have mentioned how important this one to be on time, I was asking them to cover the unnecessary cost in direct result of their failed service for this special case, but all they said they can only offer 10 gift card as gesture, its not even any close to so much money we have to fork out getting room last minute on christmas season, taxi cost to get there and now back to home again because of their false promises! being prime member with contract binding, delivery guarantee, over years loyal customer is meant nothing? This is so much more than just delay, if this was mentioned before that item is out of stock I would have been go to the city and get mattress from local store right away and stopping us to pay unnecessary cost of alternative arrangement, As a big company with millions profit and on this case clearly their fault I felt very mistreated and huge disappointment, and I want to know what is my option here, I can clearly cancel my prime and just try other company from now on. I would like to share this article to news outlet as well how the big giant think they can just promise anything but doesn't take the consequences when clearly their fault, you know which company would take my story?

mr_stripey

Delivery dates are rarely, if ever "guaranteed" 

They aren't going to cover your consequential losses

It is unfortunate but one of those things.

sammyjammy

I think a lesson learned is that if someone is vital you go to a shop and buy it or plan in advance so delivery will be made in time. Surely they didn't fly two continents without you knowing before they left?

marcobdt

sammyjammy said:

I think a lesson learned is that if someone is vital you go to a shop and buy it or plan in advance so delivery will be made in time. Surely they didn't fly two continents without you knowing before they left?

It's last minute announcement, I wont go to details as that is not related to this case, I made the order more than 3 days, so they have every effort to let me know if there is issues at their side

marcobdt

mr_stripey said:

Delivery dates are rarely, if ever "guaranteed" 

They aren't going to cover your consequential losses

It is unfortunate but one of those things.

I did my research for lots of people who have the same cases as me, What I can gather here is the US Amazon seems much more reasonable in admitting their failure to the buyer and offering better solutions, even if there is a special company you can delegate automatically fighting for you to get reimbursement for delayed/lost parcel if they failed to meet their delivery guarantee, so not sure why maybe they have stronger law when they are promising some kind of services there which people pay their premium monthly fees for, As we speak the delivery still unknown when it arrives, but I would not wait for it anymore, just hoping there is the store open to get one today. 

For the troll who is trying to blame the other in this case, saying it's your fault, it's victim blaming which is quite disgraceful, like telling people why you park your car in the street when it's stolen, if you have nothing valuable/informative to add to the question better don't write at all, we don't need keyboard warrior like you, this is a forum for people getting help for others who might have ideas/solutions and better knowledge to share.

booneruk

marcobdt said:

mr_stripey said:

Delivery dates are rarely, if ever "guaranteed" 

They aren't going to cover your consequential losses

It is unfortunate but one of those things.

I did my research for lots of people who have the same cases as me, What I can gather here is the US Amazon seems much more reasonable in admitting their failure to the buyer and offering better solutions, even if there is a special company you can delegate automatically fighting for you to get reimbursement for delayed/lost parcel if they failed to meet their delivery guarantee, so not sure why maybe they have stronger law when they are promising some kind of services there which people pay their premium monthly fees for, As we speak the delivery still unknown when it arrives, but I would not wait for it anymore, just hoping there is the store open to get one today. 

For the troll who is trying to blame the other in this case, saying it's your fault, it's victim blaming which is quite disgraceful, like telling people why you park your car in the street when it's stolen, if you have nothing valuable/informative to add to the question better don't write at all, we don't need keyboard warrior like you, this is a forum for people getting help for others who might have ideas/solutions and better knowledge to share.

As per the first reply, it is indeed unfortunate, but it is one of those things. 98% of my Amazon orders come next day with Prime Delivery, that's enough to keep me happy. 

I'd accept the gift voucher and move on, life is too short.

Wonka_2

marcobdt said:

 I can clearly cancel my prime and just try other company from now on. I would like to share this article to news outlet as well how the big giant think they can just promise anything but doesn't take the consequences when clearly their fault, you know which company would take my story?

Good luck finding an alternative that offers next day delivery on almost everything and has obviously served you well over the years.

Things happen and they've no obligation to cover your consequential losses/hurt feelings

Take the £10, buy a bottle of wine, and laugh about it with your guests

mr_stripey

marcobdt said:

mr_stripey said:

Delivery dates are rarely, if ever "guaranteed" 

They aren't going to cover your consequential losses

It is unfortunate but one of those things.

I did my research for lots of people who have the same cases as me, What I can gather here is the US Amazon seems much more reasonable in admitting their failure to the buyer and offering better solutions, even if there is a special company you can delegate automatically fighting for you to get reimbursement for delayed/lost parcel if they failed to meet their delivery guarantee, so not sure why maybe they have stronger law when they are promising some kind of services there which people pay their premium monthly fees for, As we speak the delivery still unknown when it arrives, but I would not wait for it anymore, just hoping there is the store open to get one today. 

For the troll who is trying to blame the other in this case, saying it's your fault, it's victim blaming which is quite disgraceful, like telling people why you park your car in the street when it's stolen, if you have nothing valuable/informative to add to the question better don't write at all, we don't need keyboard warrior like you, this is a forum for people getting help for others who might have ideas/solutions and better knowledge to share.

But was it a "guaranteed" delivery? 
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GK6M8SK2ZSHEDNRR

Most orders are not guaranteed, delivery dates are usually estimated (and fairly accurate in my experience)

But even if it was guaranteed - they have a get out clause if it was due to "unforseen circumstances":

• We miss the guaranteed delivery date because of an unforeseen circumstance outside our control, such as a strike, natural disaster or severe weather conditions

Occasionally things are late and deliveries don't happen. It can be very inconvenient of course but it would be difficult for a company to cast iron promise to deliver something and then become liable for consequential compensation.

EssexGirl

You could offer your bed to your guest until the mattress turns up. That would make them feel special. 

Hoenir

marcobdt said:

 On the day supposed to be arrived I can see there is no dispatch email as it always be, and I am waiting maybe on the day time it will be updated, and evening slowly come no dispatch email then I called them, asked where is it, the CS said oh it was out of stock when you ordered on the designated point, but don't worry I will trigger one now from another warehouse and we will deliver.

Cutting through the rant. No plan B ?  Hardly surprising that it's a crisis if things are left to the last minute. 

pallyman

A few weeks  ago Amazon sent me a email that a sofa i ordered was coming Friday 8am to 8pm,never turned up,Saturday  email saying same thing,never turned up & Sunday same again,I was very annoyed ,rang CS Monday & the lady i talked to apologized & agreed was bad service & didn't know why they did not email me to say iy was cancelled but gave me £50 credit o it, so was it made up for it a little even though t was a lost weekend.