Amazon.co.uk - What a mess!

Raistlin · 24-05-2005, 17:10

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 ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£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.

ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£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

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

Yeah, you're probably right.

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

iadom · 24-05-2005, 18:02

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.

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

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

Quote:

Originally Posted by Raistlin

ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£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

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

Well maybe you should alert them to these problems

**Maggy** · 24-05-2005, 19:11

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...

24-05-2005, 19:18

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

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

I have to say I like Amazon and I have not had any problems with it

Tezcatlipoca · 24-05-2005, 20:41

I've never had any problems with Amazon

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

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

Amazon=brilliant!

Whenever I get a new PC/reformat, the first bookmark I add is Amazon..........