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-   -   Amazon.co.uk - What a mess! (https://www.cableforum.uk/board/showthread.php?t=29176)

Raistlin 24-05-2005 17:10
Amazon.co.uk - What a mess!
 
I just thought I'd share a recent experience that I've had with Amazon.co.uk:

A couple of months ago I placed an order for an item which had a 2-3 week waiting time, 2-3 weeks past and I received an email telling me it had been dispatched.
Eventually I start to worry that the parcel might have gone astray and so I use the DHL tracking site to find out where it is. To my surprise DHL have (apparently) tried to deliver it twice and have been unable to get any answer.
I'm not surprised they got no answer, there was nobody here - it would have been nice if they'd left me a card to let me know they'd called (I could have gone and picked it up).

So, after much chasing of DHL, and reporting the matter to Amazon, I finally get DHL to deliver the parcel.

The next thing I know I get an email from Amazon telling me that they have sent me a replacement for the lost item, not only that but they've charged me postage for it.
So, I get in touch with Amazon and advise them of their mistake. They agree to refund the postage, and tell me to arrange a return of the item once it has been delivered.
The item arrives and I go to the Amazon site to get a return label, only to find that I need to pay the postage myself. Reluctant to do this, I email Amazon to make sure that they will refund the postage once they receive the return.

The following day I get an email from Amazon, giving me a freepost address to return the parcel to and giving me a code for a £5 discount for all the inconvenience.

Case solved..... Well, not quite.

Today when I got in from work I discovered another email from Amazon. They have dispatched the item to me again, and once again they've charged me postage for it.

So now I have the original item that I ordered, one that I didn't ask for and which needs to be sent back, and one which is on its way to me. Amazon will no doubt tell me to refuse the parcel, that's great except it will probably be left with one of my neighbours who will end up taking delivery so I will have to return that one as well.

£5 voucher or not, I'm not sure I'm going to be using Amazon again. Shame really as they're normally quite good. I'm just wondering how they've managed to make such a bl**dy mess of this one order!

greencreeper 24-05-2005 17:49
Re: Amazon.co.uk - What a mess!
 
I've started noticing this as well. I've labelled it "excessively proactive customer service" - eager to help but without the clear, effective communication needed to avoid repetition of effort, thus resulting in poor customer service. I guess that it's the future now we live in a service industry.

Raistlin 24-05-2005 17:50
Re: Amazon.co.uk - What a mess!
 
Yeah, you're probably right.

Would be nice to find a company that have got the balance right :(

iadom 24-05-2005 18:02
Re: Amazon.co.uk - What a mess!
 
I ordered a CD a month ago, got order confirmation and a dispatch date from the 3rd party supplier estimated at two weeks, it was coming from Jersey.

After four weeks with no show I went back onto Amazon to track the order and place a comment in the 'rate this seller' box.
The following day I got an e-mail from Amazon apologising for the problem, it also said that as the item is no longer available my card would be credited. Yesterday I got an e-mail direct from the supplier also apologising for the delay and informing me that the item was on its way.:erm:
And lo and behold it arrived in the dinner time post. I now have to find out if the supplier has in fact received the monies or not.:(

allieyoung666 24-05-2005 18:02
Re: Amazon.co.uk - What a mess!
 
Some of the stuff I have ordered off Amazon themselves has been damaged, and I have always had a problem with them replacing it, so I do not use them as I think the customer service is crap as well as Tesco.com!

Bex 24-05-2005 18:16
Re: Amazon.co.uk - What a mess!
 
Quote:
Originally Posted by Raistlin
£5 voucher or not, I'm not sure I'm going to be using Amazon again. Shame really as they're normally quite good. I'm just wondering how they've managed to make such a bl**dy mess of this one order!
you know what i would do to get them totally grovelling? send them an email and include a link to this forum..this thread, so that they realise that not only have they made a big mistake...umm twice.... but also that you are encouraging others not to use their site... i'm sure you'd get it sorted out a lot quicker ;)

Paul 24-05-2005 19:00
Re: Amazon.co.uk - What a mess!
 
Um, I would point out that we get comission from people buying from amazon via our link - to help with server costs, so I'm not sure we want to encourage people not to use them .....

allieyoung666 24-05-2005 19:02
Re: Amazon.co.uk - What a mess!
 
Well maybe you should alert them to these problems

Maggy 24-05-2005 19:11
Re: Amazon.co.uk - What a mess!
 
Apart from some excessive waiting times for some items I have no beef with Amazon.It saves me time that I don't have and I can get some interesting items.The second hand or used service is terrific and I've saved so much using it.

So I say Amazon very good.At least you all have got some joy from Amazon.I'm wondering when I'm going to get my parcel from Dixons now... :(

gary_580 24-05-2005 19:18
Re: Amazon.co.uk - What a mess!
 
Quote:
Originally Posted by Incognitas
Apart from some excessive waiting times for some items I have no beef with Amazon.It saves me time that I don't have and I can get some interesting items.The second hand or used service is terrific and I've saved so much using it.(
I've noticed the waiting times are getting longer and longer. Often ive found when ordering stuff that is "Usually dispatched within 24hrs" its been 3-4 days before its dispatched. I recently order some new cordless phones and the dispatch days was about 14 days, seems a little excessive to me, but the price was good, i was in no hurry, plus this site gets a little bit of commision.
__________________

Raistlin, if they keep sending you the stuff sell it on Ebay!!

Damien 24-05-2005 19:20
Re: Amazon.co.uk - What a mess!
 
I still love me amazon.co.uk! Ordered something at 9pm sunday night arrives 9am this morning. Classic

Its good for books, and dvds. Play then come in. Ironically, Amazon are quicker for dvds and cds with the exception of pre-orders with are actually quicker from play

Jules 24-05-2005 20:36
Re: Amazon.co.uk - What a mess!
 
I have to say I like Amazon and I have not had any problems with it

Tezcatlipoca 24-05-2005 20:41
Re: Amazon.co.uk - What a mess!
 
I've never had any problems with Amazon :shrug:


Most recent order.... I ordered a CD & a DVD from them on Saturday, & they both arrived on Monday morning.

mdean 24-05-2005 20:58
Re: Amazon.co.uk - What a mess!
 
Yeah - no probs with amazon here - totally brilliant at getting stuff out quick - and on day of publication for big releases like Harry potter.

I always get stuff delivered at work - its the obvious way to make sure you get your stuff IMHO

Ramrod 24-05-2005 20:58
Re: Amazon.co.uk - What a mess!
 
Amazon=brilliant! :tu: :)
Whenever I get a new PC/reformat, the first bookmark I add is Amazon..........

Halcyon 24-05-2005 21:20
Re: Amazon.co.uk - What a mess!
 
I've always found Amazon to be very good with things I've bought from them...well packaged and fast delivery.
The free postage above £19 is also a good thing.

It looks like they've messed you up and must have been having a dull day or something. I hope it gets resolved for you quickly.
Good luck.

Paul 24-05-2005 21:45
Re: Amazon.co.uk - What a mess!
 
Personally I have never had a problem with stuff I have ordered. I guess it's like any big company - mistakes sometimes happen.

aliferste 24-05-2005 21:48
Re: Amazon.co.uk - What a mess!
 
If you are only paying the postage you could always punt the things on ebay :)

Raistlin 24-05-2005 23:14
Re: Amazon.co.uk - What a mess!
 
I would just like to say that this is the only time I have ever had any problems with Amazon.

Most of these problems have been caused by their choice of delivery agent, if they had sorted the delivery to start with none of this would ever have happened.

I'm just perplexed that one small problem has rapidly turned into a complete mess :shrug:

nffc 24-05-2005 23:54
Re: Amazon.co.uk - What a mess!
 
Not had a problem meself either. Well, apart from if I order something slightly obscure on 4-6 week availability or something, and they push it back because they can't get it... sometimes, it's the time to investigate other channels :(

Raistlin 25-05-2005 00:40
Re: Amazon.co.uk - What a mess!
 
Just received another email from Amazon.

Apparently this wok is the replacement for the one that was delivered late.......... Umm, no, that replacement is sitting in my living room!!!

So, I'm sending them this:

Quote:
Hi, you said:

"We confirm this order #025-5677173-5311536 is the only replacement
order for the delay of the original order #026-5926181-5783665.

We see that this replacement order was dispatched from our
fulfillment centre on May 24, 2005."

You need to re-read my previous correspondance carefully. I ALREADY HAVE THE REPLACEMENT WOK. It is currently sat in my living room waiting for me to return it to you.

The wok that was despatched today is ANOTHER REPLACEMENT THAT I DIDN'T REQUEST.

I will now have TWO replacement woks which I will need to return to you.

I am sure that the confusion here is simply an honest mistake, caused by a laudible attempt on Amazon's part to give the best customer service that they can. However, the fact that the problems are being compounded by the fact that my emails are being mis-read is starting to vex me somewhat.

I have NEVER had any problems with Amazon in the past (at least none that weren't caused by your choice of delivery agents) and have always received good service.

I just want this mess sorted out.

I will return BOTH woks to you (the one I already have, and the one you despatched today). Hopefully this matter will then be closed. PLEASE DON'T SEND ME ANY MORE WOKS!!

I will be returning both woks to the freepost address that you have previously supplied to me.

Regards,

SMHarman 25-05-2005 11:47
Re: Amazon.co.uk - What a mess!
 
Wok the hell...

paul11974 25-05-2005 11:51
Re: Amazon.co.uk - What a mess!
 
very very very very slow on delivery unless you pay for 1st class if you choose the save option it can take over 2 weeks to get your goods. On the other hand the guys at play.com are most times cheaper and offer free delivery wheich usually is within 2 days so a big thumbs up for the guys at play.com

Jules 25-05-2005 12:03
Re: Amazon.co.uk - What a mess!
 
I always choose the free postage option Paul and I have always had a fast service

pop80_uk 25-05-2005 12:19
Re: Amazon.co.uk - What a mess!
 
Boots is the worst.
WARNING! - NEVER ORDER FROM BOOTS.COM!!:td:

zoombini 25-05-2005 15:31
Re: Amazon.co.uk - What a mess!
 
Do Play.com sell woks? :D
[edit] Wok books yes - woks no.[/edit]

Although it is laughable what has been happening from Amazon.
perhaps sent them an email teling them to arrange collection
and then keep em 3 months then have a big wokfest.

Raistlin 25-05-2005 18:48
Re: Amazon.co.uk - What a mess!
 
I'm gonna use them in the garden

Maggy 25-05-2005 20:43
Re: Amazon.co.uk - What a mess!
 
Just to say that Amazon has finally located an Andre Norton book that I was unable to get anywhere else...

In case you are wondering Andre Norton was the oldest SF writer until this year..Who was still writing at over 90 when she died and many of her original books are now so out of print it is hard to get them.

So well done Amazon. :tu:


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