Amazon.com: 52 days, four missed commitments and still not dispatched

Carlr357

I ordered a DEWALT 60V MAX cordless lawn edger from Amazon.com on 31 August 2026 for delivery to the UK. The original promised delivery date was 10 September.

The timeline so far:

• 10 September — promised delivery missed
• 15 September — Amazon promised expedited delivery within one week
• 6 October — revised dispatch commitment missed
• 19 October — confirmed carrier-handover date missed
• 20 October — the order still showed “Order received” with no estimated delivery date
• 20 October — Amazon asked whether I still wanted the item and warned that it would be cancelled if I took no action
• 22 October — Executive Customer Relations wrote that carrier handover “is scheduled for October 19”, three days after that date had already passed

I confirmed again that I still want the item.

Amazon has variously said that the item was on backorder, that stock had been physically allocated, that there was “positive movement”, and that it was scheduled for carrier handover. None of those statements has resulted in an actual dispatch or tracking number.

During much of this period, the same item continued to appear available for purchase on Amazon with delivery estimates shorter than the one being quoted for my existing order.

I have contacted ordinary customer service, Executive Customer Relations and Amazon’s social-media team. The responses have largely repeated estimated dates or redirected me to previous correspondence rather than explaining what is preventing dispatch or arranging for someone to release the allocated item.

I am posting this both as a warning and to ask whether other MoneySavers have experienced anything similar. Is there any effective escalation route left when Amazon Executive Customer Relations repeatedly provides dates that pass without action?

I have retained screenshots and the complete correspondence, with personal and order details removed from anything shared publicly.

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/6687682/amazon-com-52-days-four-missed-commitments-and-still-not-dispatched

What is the exact product, can you link to it? Is it sold by Amazon themselves or a third party seller?

Yes it has happened to other people, it does sometimes happen, especially as most sellers will not be restocking lawn care equipment at this time of year. Amazon are not going to "explain" to you, they are either going to deliver, or cancel the order, beyond that anything is highly unlikely.

What you can do is realistically wait, or cancel and buy elsewhere, fairly binary with issues like this.

Boohoo

@Carlr357 are you in USA?

Amazon.com I believe are the American website but you can buy from them but it will take longer.

Do Amazon have a Social Media team?

elsien

OP says ordered for delivery to the UK, so presumably that is where he is.

Boohoo

https://forums.moneysavingexpert.com/discussion/comment/82177406#Comment_82177406

To the UK not in the UK.

Amazon.com is a US site I think not Amazon.co.uk so that's why asked if the OP is based in the USA .

They could of ordered from the US site for UK delivery but we will have to wait for confirmation from OP.

Carlr357

Update — Amazon has now cancelled the order.

After 52 days, Amazon emailed on 22 October to say that the item was “currently unavailable” and had been cancelled. No payment was taken.

This happened despite Executive Customer Relations previously confirming that:
• a physical item had been allocated to the order;
• carrier handover was scheduled for 19 October; and
• the order was being monitored.

The 19 October handover did not occur. On 20 October Amazon asked whether I still wanted the item and warned that it might otherwise be cancelled. I expressly confirmed that I still wanted it.

Two days later, Amazon cancelled it anyway.

I have now asked Executive Customer Relations to explain how an allocated item became unavailable, what happened to that unit, why the confirmed carrier handover did not occur and why the order was cancelled after my explicit confirmation.

I have requested either reinstatement and fulfilment at the original agreed price, or that Amazon source the identical item and cover any price difference and additional delivery costs. I have also requested a compensation proposal, since the previous promise to review compensation after delivery is now impossible to fulfil.

I will update this thread if Amazon provides a substantive response.

elsien

I would suggest you may need to temper your expectations a little, both in terms of a more substantive response and the compensation.

Boohoo

OP did you order from the USA website for UK delivery?

sheramber

https://forums.moneysavingexpert.com/discussion/comment/82178136#Comment_82178136

Good Luck with that.

Chief_of_Staffy

I imagine you'll be getting an AI agent to request the refund?

Curiosity2017

Probably phantom stock. Your requests aren't realistic.