Amazon

I’ve been a long time user of Amazon so a lot of the rating they receive is from all the orders on time and in perfect condition, including GTA: San Andreas and Halo 2 arriving on their release day. However I am, as anyone invariably would, going to write about the recent bad experience. It’s not just that it’s bad at any time of the year, but bad at Christmas.

I ordered eleven books and DVD’s and a DVD player, all for Christmas presents. Amazon split the order between the DVD Player and everything else, as this was going to take slightly longer. The order was placed on 9th December and the confirmation of delivery of the first batch consisting of books and DVD’s was received on 11th December.

On that day we arrived home to find a large Amazon box outside the front door in the communal hallway. It had been left there all day, £127 worth of goods. It was lucky no one was in, especially since we are living on a building site and the workmen have keys to enter the communal areas should they need to.

By the 17th of December I was concerned, the delivery estimate had stated 14th to the 16th. Perhaps the DVD Player had been left outside and was in stolen, so I sent an online support email to Amazon, this being the only way you can contact them.

12/17/04 11:11:49

NAME: Richard Brunton

ORDER NUMBER: XXX

COMMENTS:Delivery estimate: 14 Dec 2004 – 16 Dec 2004 1 of:

Starlogic Multi-region 2.1 DVD Player

I realise that you would prefer me to wait another five days but I am particularly concerned about this item as the previous box of 10 items (including a 3 DVD Box Set) was left outside my door in an open hallway and was by luck I was at home to take it in. I’m now very concerned that this other item has been delivered and removed.

Since there is no specific shipping details that I can chase, and my contract is with Amazon for order and delivery, I would be obliged if you could tell me the status of this Christmas present. As if it does not arrive in time, or has been removed, I will have to purchase another locally.

The reply was lengthy and to be honest quite useless:

From: Amazon.co.uk Customer Services [mailto:cust.serv03@amazon.co.uk]

Sent: 18 December 2004 10:43

To: MY EMAIL ADDRESS

Subject: Your Amazon.co.uk Order (#XXX)

Dear Customer

Thank you for contacting Amazon.co.uk.

First, I would like to apologise for the delay in dispatching your order (#XXX).

In looking into the situation, I have found that item “Starlogic Multi-region 2.1 DVD Player” has been delayed in the dispatch process. I have contacted the concerned department to look into this issue and to dispatch your order as soon as possible. Once it has been dispatched, we will send you an e-mail message confirming the date, contents, and method of delivery.

I hope you’ll understand that we do our best to ensure that all of our customer orders leave our Fulfilment Centre as close as possible to the availability and delivery estimates that are listed on our website.

As you can imagine, especially during the Christmas season, our stock situation and availability estimates can change very rapidly from one day to the next.

Please be assured that all of us at Amazon.co.uk are working around the clock to keep our listings as up to date as possible, and our stock and services ahead of demand. We are also making a concerted

effort to keep our customers abreast of changes as soon as we become aware of them.

Unfortunately, in spite of all of our efforts, there will be some unforeseen delays, and we sincerely apologise for any inconvenience which these may cause.

However, if it arrives too late to meet your needs, please feel free to return it at our expense. We will issue a full refund for the price of any item you return.

Please visit our Returns Support Center to be guided through our full policy and to obtain a printable personalised return label:

http://www.amazon.co.uk/returns-support

I hope you’ll understand that we do our best to ensure that all of our customer orders leave our Fulfilment Centre as close as possible to the availability and dispatch estimates that are listed on our website. Unfortunately, in spite of all of our efforts, there can sometimes be unforeseen delays, and we sincerely apologise for any inconvenience which these may cause.

Further to your e-mail, I am sorry to hear that you are not satisfied with the service that you have received from us.

In order to improve our service, we have implemented a revised dispatch method that allows for some of our packages to be traceable and to have guaranteed delivery. Currently, packages weighing a certain amount or over a certain value are automatically upgraded to DHL Express. Some of our customers prefer to have this service as their packages are traceable and have no risk of being left outside.

We are committed to delivering your order from the moment it is placed. This is the reason why we have provisions in place should problems occur at any stage. We take full responsibility should any item become lost or damaged while being delivered and we are more than happy to replace these items at a cost to ourselves.

In addition to our large selection of goods, one of the benefits we’d like to offer our customers is convenience, and I realise that we have not met that standard in this case. I hope that you will give us another opportunity to prove the quality of our service to you in thefuture.

At the moment, we are not able to promise you that your future orders will not be dispatched by this method. However, the issues that you have mentioned will be forwarded to the appropriate department for

consideration. We truly value this kind of feedback, as it helps us continue to improve our website and provide a better service to our customers.

We apologise for any inconvenience caused by this issue and look forward to your continuing custom.

Warmest regards

Vikas Yadav

Customer Service

Amazon.co.uk

However, if it arrives too late to meet your needs, please feel free to return it at our expense. We will issue a full refund for the price of any item you return.
Vikas Yadav – Amazon Customer Service

Well that was pretty useless. So there was a delay, in fact it was never despatched to me despite the site telling me when the delivery date was. I could hardly believe it when they suggested this, like it was any other day. My cheeky response is perhaps slightly below the belt, but subtle enough to be missed!

What are they suggesting, “well we couldn’t get it there for Christmas so just send it back and we won’t charge you”. Ermmm, no. You’ve just ensured that someone doesn’t get their Christmas present for Christmas, that’s a day that happens once a year?! Not only that but the present is a DVD Player, and the rest of the family have bought my Father DVD’s as gifts, so think on that for a moment.

Useless. The comments on replacement of stolen or missing goods is most comforting too, they could have them shipped out for Boxing Day I would guess. None of this goes to address the problem of goods being left outside or Christmas presents not being despatched when the customer has been told they have been.

So now I’m frustrated, and during the writing of this the Amazon screen timed out and I lost the details so I had to retype. More frustration! Still I managed to get this sent on the 18th of December at approximately 21:30.

Dear Sir\Madam

Thank you for your thorough response, it covered all your policies and procedures well, and under any other circumstances I would feel certain you are trying your utmost to ensure delivery.

However, what this email fails to appreciate is that the item is a Christmas present and was due to arrive before 19th December when it would be wrapped and driven to my Parents as their main Christmas gift. This will now not be possible, and they will not receive their main Christmas gift for Christmas day. Indeed it will be doubtful when they will receive it as travel to see them is quite infrequent and neither of them can travel more than 30 minutes from their house.

In addition, the delivery is clearly stated to me upon ordering, and although there is a warning that delays can occur in postage, there are no warnings that the item might not even be despatched from your stores, and may incur a further delay in shipping. With this in mind I would not be surprised if it did not even reach myself in time for Christmas Day.

If your dates are so inaccurate then they should reflect this, and clearly indicate that the delivery date could be within a four week window instead of being so precise to a number of days. This is misleading and a view could be taken that it does not properly comply with the Sales of Goods Act (Revised) within the UK.

I would like to know what Amazon are willing to do to rectify this and attempt to get this present delivered on time rather than simply continue with the failed despatch process and hope that the delivery is met. If I had known about this earlier I could have visited the local shops and purchased a DVD Player, wrapped it, and taken it to my Parents tomorrow.

It is not as though I am a first time Internet purchaser either, as you will see I have a large shopping history on your site, and have faith in many Internet shopping firms. It is not with blind naivety that I order items and fully read the delivery information and dates given.

On the other matter, again these words are nicely reassuring, but that does not address the fact that a large parcel of Christmas presents was left outside my door in an open hallway and could have been there all day for anyone to take. Your assurance that they would all be replaced is very comforting, but this would have meant that 90% of my Family’s Christmas presents would have been taken. I wonder how the offer of replacement goods in the New Year would have felt to them?

There is not even a clear warning on the site to indicate to the customer that their goods may well be left outside should there be no answer at the door, much as there is no warning that goods may not be despatched from the Amazon depot despite all notifications otherwise.

I would like to know what you suggest is the next step forward, and if you are truly suggesting that I wait for the present to arrive and then deliver it personally hoping that this miraculously occurs within six days.

I must admit I am sorely disappointed, and I know that my parents will be too. Receiving a collection of DVD’s from various members of the family, myself included, and no DVD Player will just make Christmas a special one indeed.

Richard Brunton.

So what now? Well on the 19th of December I receive a note to say that the item has been shipped by courier to my address, no warning, no consultation of delivery time and no addressing the fact that it should now be shipped to my parents to arrive in time for Christmas. There has been no attempt to address the problem of non delivery of the present in time for Christmas, and I don’t have the time for another three and a half hour round trip to drop off this present with them before Christmas day.

So, to continue the saga I phoned DHL to make sure the package was from Amazon. “What’s your Parcel Number?” I couldn’t even get a sentence out before I received a lecture of the piece of paper I was looking at and where the Parcel Number is written. “There is no number” I said, the person delivering had failed to write it down.

I was transferred to a gruff man in the reception and he identified the package. I asked if I could get it redirected in time for Christmas as Amazon had messed up the delivery, and he gave me an email address to forward all the details to. That was done today, on the 22nd December at 11:27, and still no response. I’m seriously surprised that I’ve not had a heart attack at this rate. I wonder if it will arrive with my parents in time for Christmas?

Update: 31/12/2004

Well it did arrive on Christmas Eve, but not a word to me, the aggrieved customer from either Amazon or DHL, and that is utterly appauling. Oh, and it arrived in its plain cardboard box with no indication what it was. Merry Christmas Dad!

59 comments on “Amazon”

  1. Clifford Porter Reply

    i have a disc that wont play because as it stated its an invaled region

  2. Richard Reply

    Clifford it it states a different region on the advert for the item that prompted you to buy it then in the UK you are protected under the Sales of Goods Act (Revised).

    This states that goods must be fit for purpose and sold as described.

  3. anne foley Reply

    Just purchased hinari microwave oven inv :xwyt40375.As it will not work how do I get a replacement?

  4. Richard Reply

    Anne, if it doesn’t work you are entitled to a replacement free of charge. The goods are faulty and not sold as described, i.e. they don’t work.

    If it’s from Amazon it’s a simple case of just informing them that it doesn’t and you need it returned, they have a process available.

    However I would make sure you do not pay for postage, if it was faulty as soon as you got it then the fault is with them, and according to your Consumer Rights and the Sales of Goods Act (Revised) you should not be paying anything to receive a replacement.

    If you’ve purchased through your credit card, make sure you keep them up to date with what is happening as if Amazon prove difficult on the replacement you can hand it over to them for their legal protection to deal with.

  5. gordon charlesworth Reply

    dear sir or madam,

    i recently purchased a CD by charlie gracie,which i would like to return, what do i do? if i had known it was not the original recording i would noy have purchased it in the first place. why not say if recordings are original?

    g. charlesworth

  6. Richard Reply

    Gordon, did the original advert state that it was an original recording? If it did not then you are entitled to a replacement or refund under the Sale of Goods Act (Revised) in the UK as the goods received are not what you expected under the wording of the advert – “Not sold as described”.

    I would check that first of all.

  7. brenda sparkman Reply

    i ordered season 1 & 2 of csi and the dvd will not play due to wrong region. i am sending them back and would like a refund of my credit card. thank you. bk sparkman

  8. Nigel Ogden Reply

    I ordered the Sherlock Holmes box set from amazon. When it was delivered to me it wasnt by their official postage system it was by a member of the public who found the parcel dumped on a wall 3 streets from my house and kindly delivered it for amazon. When I contacted them about this their attitude was that I had received the item so what was my problem. I also got the usual “we will look into it” e-mail from someone in their call centre in India and pages about their company policy on everything but my problem.

  9. Richard Reply

    Hey Nigel. Interesting point about the poor delivery. This is something myself, and other friends, have encountered from many companies before and if I hadn’t been for the fact that these were Xmas presents then I’d have done the same here.

    If the package is delivered to you and you haven’t signed for it then claim you never received it. The company will send it again and generally they make sure you sign that time.

    It does seem quite underhand, but if you complain you get nowhere and they forget about you. If you cost the company money then they take notice. Plus you get a second delivery that you can use as presents or sell on!

  10. David Evans Reply

    Order ID [Removed by Richard]

    Invoice [Removed by Richard]

    You have now sent me two copies of the book Lord Nuffield (Lifelines). My attempts to return one has failed because your Returns Support Centre does not appear to exist.

    Help.

    David Evans.

  11. Richard Reply

    David, you seem to be having the same problem as the list of people above. Do you not realise this site is nothing to do with Amazon? You’ll get nothing from me apart from advice on how to handle complaints with companies.

  12. paul shaves Reply

    i wish to exchange the daewoo df8150 dvd recorder

    which is faulty

    i have been in touch with daewoo help line teck suport eng name of colin who tells me that the recorder needs exchanging

    thank you paul shaves

  13. Mr David Gray Reply

    I placed two orders for the same items by mistake and wish to return one.

  14. Annie J. Maxwell Reply

    I ordered Columbo Vol 2 and Columbo Series 1 and they are blocked from my region. It states error and I can not see them. I need to return these items. My order # is 202-7706870-3872604 and my Invoice # is frvr57261. I want to return these items because I can’t view them

  15. Richard Reply

    I guess no one understands that this site is not Amazon’s site…

    …try once more. I am a private individual and cannot help with any returns to Amazon.

    I can help you understand how to complain correctly, and by judging by these posts I think so far, none of you can!

  16. Suzanne Gruden Reply

    I received a DVD from the UK that does not work in the USA region. I want to return and get a new one.

  17. adam zreihan Reply

    my name is adam and i ordhart pradtor1and2 and i god dron prodak

  18. jenny sutton Reply

    I have accidently ordered the wrong cd.i really wanted jimmi hendrix courner stones and seem to have got the tribute band called the “Hamsters!”, which i wish to return.

  19. maureenmorley Reply

    hi i seem to have orderd the same books twice please tell me what i can do i have emailed amazon books but have had no reply how can i return them maureen

  20. JESSICA BRAADT Reply

    I RECEIVED MY DVD HOWEVER IT IS UNABLE TO PLAY IN AN AMERICAN DVD PLAYER CAN I SEND IT BACK AND DO YOU HAVE A COMPATIBLE DVD?

  21. Brian Hood Reply

    On the 10th December 2004, I purchased a Morphy Richards 43572 Water Filter from Amazon on Order ID …, Invoice No.htce…

    I subsequently had a problem with the Water Filter and returned it to :-

    Amazon Jersey Purchases…. on 19th September 2005 and requested a refund. To date have not received a refund on my credit card.

    Regards,

    Brian Hood

  22. Richard Brunton Reply

    Brian, I think you’ve missed out a few steps. Did you inform them of the problems and ask for a return\replacement? Did you receive the returns information from them?

    Have you instructed your Credit Card company what has happened? They have legal departments to help you in these cases.

  23. Mike Silk Reply

    Hello Richard, thought this might be of interest perhaps?

    Incidentally, where do these customer support people get their names from?

    “Gnanasekaran P” Isn’t that an Orc’s name?

    Mike

    Dear Customer

    Thank you for contacting Amazon.co.uk with your comments about

    DHL Express.

    I am sorry to hear that you are not satisfied with the service that

    you have received from us.

    In order to improve our service, we have implemented a revised

    dispatch method that allows for some of our packages to be traceable

    and to have guaranteed delivery. Currently, packages weighing a

    certain amount or over a certain value are automatically upgraded to

    DHL Express. Some of our customers prefer to have this service as

    their packages are traceable and have no risk of being left outside.

    We are committed to delivering your order from the moment it is

    placed. This is the reason why we have provisions in place should

    problems occur at any stage. We take full responsibility should any

    item become lost or damaged while being delivered and we are more than

    happy to replace these items at a cost to ourselves.

    We find the service offered by DHL Express to be excellent and this is

    primarily the reason why we are using their services. The vast

    majority of our orders are usually delivered well within the expected

    delivery time, however, occasionally a package may be damaged or

    delayed, perhaps even lost during the delivery process. This is not a

    common occurrence but when it does happen, we take full responsibility

    and will endeavour to find a solution.

    In addition to our large selection of goods, one of the benefits we’d

    like to offer our customers is convenience, and I realise that we have

    not met that standard in this case. I hope that you will give us

    another opportunity to prove the quality of our service to you in the

    future.

    At the moment, we are not able to promise you that your future orders

    will not be dispatched by this method. However, the issues that you

    have mentioned will be forwarded to the appropriate department for

    consideration. We truly value this kind of feedback, as it helps us

    continue to improve our website and provide a better service to our

    customers.

    We apologise for any inconvenience caused by this issue and look

    forward to your continuing custom.

    Warmest regards

    Gnanasekaran P

    Customer Service

    Amazon.co.uk

    =====================================================================

    Free UK delivery on orders over GBP 15 (See details & conditions)

    http://www.amazon.co.uk/supersaverdelivery

    ref_id:=XXXXXXXXXXXXXX

    Date: Thu Dec 01 17:10:35 UTC 2005

    Subject; Other Questions & Comments

    To: form-info@amazon.co.uk

    From: XXXXXXXXXX

    —————

    12/01/05 17:10:00

    Your name:MR M SILK

    Order No: XXXXXXXXXXXXX

    Order No:

    ITEMS:

    Comments:I know it’s not your fault, but your delivery driver (DHL)left

    both my parcels at the wrong address, despite the fact that you had printed

    the correct one. I don’t know quite what happened, but the address

    where he left them was the home of a very old and frail man who may or may

    not have been in at the time of the delivery. If he was not in, then the

    parcels surely should not have been left, unsigned for? If he was in, then

    it should have been obvious that they were being delivered to the

    wrong address. Anyway, his neighbour traced me and telephoned saying;

    that if I was a Mr. Silk, my parcels were at 117 Windsor Avenue. I live in

    177…Again, I know it’s not your doing, but I think your delivery

    firm’s methods are a bit slack. I’m writing to them to say so.

    Thank you,

    Mike Silk

  24. Richard Andrew KENDRICK Reply

    VERY FUNNY ! I need to return two DVDs to amazon.co.uk and I am told to find

    a “printable personalised return label” at http://www.amazon.co.uk/returns-support.

    Try it yourself ! (See where it gets YOU) !

    These kind of games do not amuse me and I am tired of having my time wasted !

    Do me a favour and give your customers the “support” you advertise.

    Richard KENDRICK.

  25. Ronald E. Watts Reply

    I too cannot get a response to my attempts to contact http://www.amazon.co.uk/returns-support. This is totally unsatisfactory in light of the fact that Amazon themselves give this address as the only means of returning goods.

    incidentally, my problem is also that I purchased a CD that requires special equipment in order to play it – this was not mentioned in their advertised details of the CD.

    R. E. Watts

  26. geoff prince Reply

    hi i orded 2 by mistake and would like to return it back to you please , invoice No-bcru45148 dont mess me about, if you give a returns address at least let us find it ??????????????????????

  27. Maureen Hartwell Reply

    I recently ordered a DVD through you from a U.S. company called Caiman D.C., and hadn’t realised it was a Region 1 disc not playable on my U.K. system. I e-mailed Caiman, and they have told me to return the disc unopened. Presumanbly I will have to return it to them and not to you?

    Incidentally I did re-order the same DVD from you once I’d realised my mistake, and I have to thank you for your very prompt deleivery – a wonderful service.

    Maureen Hartwell

  28. MABEL samudio Reply

    I need to return a d.v.d martial arts movie and won!t play because is invalid

    in my region? can you explain this to me? and were is your support CENTRE?where is your fax no. or your customer line?

    order no.xxxxxxxx april 8 2006 invoice no xxxxx

  29. shirley brady Reply

    books ordered 26 may 2006, order arrivedtoday7september, delay toolong, therefore I wish to return the items, howeveryour returns support centre is useless, Where do I return the items?HELP

  30. m.lewis Reply

    Where is Amazon returns address. They sent wrong dvd and I need to return. How can you get through?

  31. ann Reply

    i ordered two books by mistake? even though it was only part of an order, was trying to find the returns site when i came accross yours, now i dont know what to do!

  32. David Quinton Reply

    I would like to know if the returns support section of amazon really exists?! If it does could someone please let me know how to make contact!

  33. Richard Brunton Reply

    It definitely does as I’ve contacted them before. You just have to do a bit of searching. The problem as I remember it is it’s a one way form rather than email, so you can easily lose track of conversations with them.

  34. Susanna Rusby Reply

    I recieved 2 Guiness world records instead of 1 and the wrong Dr Who book. Would you please send me a returns label

  35. Pat Nissim Reply

    I cannot locate a site to return a book that I recived this Xmas, which was also sent last year! Is there a telephone number I could use to contact Amazon?

  36. Richard Brunton Reply

    Hi Pat. I’m afraid not. I couldn’t find anything other than their own comment form, although to be fair that did work although it was rather difficult to use. If I remember rightly you can find it through the online help.

    Yes the very first help page, simply select help at the top menu from anywhere, gives you the following information:

    “Do you need help making a return?

    You may return new, unopened items sold and fulfilled by Amazon.co.uk within 30 days of delivery for a full refund. Items should be returned in their original packaging. We will also pay the return shipping costs if the return is a result of our error. Just visit our Online Returns Centre, and we will guide you through the process and even supply you with a return label which you can print out.

    Visit the Returns Help page to contact Amazon.co.uk Customer Service about making a return.”

    That further help page also has a link to the Returns Support Centre (Note that this is the UK example link I’ve included), which guides you through the return procedures. That talks you through the process I believe.

    Hope that helps!

  37. Janet Parkes Reply

    I ordered Riverdance and Bob Dylan DVD’s before Christmas. They sent me the same DVD’s twice. One Riverdance was not cello-wrapped, AND I was charged different prices for each copy of both DVD’s. Trying to return the un-ordered ones without paying postage is not an option as non of their reasons for return covers them sending the same thing twice. Trying to contact them is just impossible. How do you communicate with an autimated e-mail. I am about to throw in the towel and return them at my own expense, but will not be ordering again.

  38. Mr. C. Whittington Reply

    have just received order [removed order details – Richard] but article enclosed is not stargate 1 season as ordered but cirque du soleil volume 1. please advise returns procedure

  39. john alexander wild Reply

    hi,i may have ordered two of the same book by mistake and would like to return one of them

    john wild

  40. Susan Stevens Reply

    Having just received two books and a calendar I was very dissapointed to see that the calendar was 2007 version. The books are fine, thank you,but to be selling a 2007 calendar at the end of October at full price I believe is not justified without making it quite clear that it is the case. I would welcome a replacement at your expense.

  41. Susan Stevens Reply

    After further consideration I think it would be more appropriate for you to refund the cost of the outdated calendar as an act of goodwill to a repeat customer

  42. Anonymous Reply

    INFO FOR ANYONE TRYING TO RETURN ITEMS TO AMAZON: HERE IS THE RETURNS ADDRESS, WHICH IS NOT EASILY FINDABLE ON AMAZON WEBISTE: WHY NOT? HOPE YOU FIND IT USEFUL.

    Thank you for contacting Amazon.co.uk regarding your order xxxxxxxxxxx.

    Please accept my sincere apology for the inconvenience that you have

    experienced due to this issue.

    We request you to return the item and we can confirm that once we

    have received the item back at our Fulfilment Centre we will be able

    to issue a refund to your payment card.

    To ensure that we receive the item and issue a refund without any

    further delay, we ask that you return the item back to us by

    recorded delivery. Any charges that you incur for this return will

    be refunded back to you.

    On the date the refund is completed, we’ll send you an e-mail

    message confirming the date, amount and payment details. Completed

    refunds information can be viewed when you visit Your Account any

    time after you’ve received the confirmation e-mail from us.

    Please enclose the packing slip in the carton, wrap the package

    securely using the original packaging if possible, and post it to

    the address below, with all warranty cards, licenses, manuals or

    accessories (if any).

    Amazon – Customer Returns

    2 Cloch Road

    Faulds Park

    Gourock

    Inverclyde

    PA19 1BQ

    As noted above, for your protection, we recommend that you use a

    recorded-delivery service. To track your recorded item, please use

    your carrier’s online tracking service.

    Again, Please accept my sincere apologies for any inconvenience this

    may caused you.

    Thank you for shopping at Amazon.co.uk.

  43. Gwyneth James Reply

    Amazon have in the past sent me duplicates of several books for my Counselling Course, and I have had to return these at my own expense. I recently ordered one each of – As Time Goes By (BBC series) Series 4, Series 9 and the Reunion Specials. These are also being duplicated and are arriving daily at my home. I cannot get ANY joy from Amazon – e.mails will not go out – http://www.amazon.co.uk/returns support is useless. A mechanical voice speaks on the phone 0800 2796620 but cannot answer questions, and I cannot get through to a person. I agree that their customer care is absolutely appalling. I shall stop using Amazon from today. Gwyneth James, South Wales.

  44. Mary Jane Reply

    I also tried to return a CD to Amazon via their inaccurately named ‘support’ email address, but like so many others had no luck. Am going to try the Inverclyde address to send the CD back – inadvertently ordered 2 the same when the site said that the 1st order hadn’t seemed to go through, suppose should have checked ‘shopping basket’ but didn’t, and was quite surprised when 2 CDs arrived – had to go to the sorting office to pick up the package because 2 CDs won’t go through the letter box.

  45. Charles Hardcastle Reply

    I recently purchased 5 (five) Dvd’s from Amazon. Two where dispatched from Jersey,USA. The first I was unable to play because it was Region One (So why did they post to me here in the UK?). Of the others I can only play ONE on my PC, the second I recieved disc two, the repeat of disc one. The third was a two-disc movie, unfortunately both disc two and disc one were the same. The third movie came to a full stop after 5 minutes and would not progress, in fact it burnt out my Grundig DVD player. The fourth was of a movie I have never heard of. Get a response from Amazon – you MUST be JOKING.

    I am thoroughly disgusted with Amazon. They plead “the very best” but let you down with alarming regularlity. Do they care?? Of course not – they take your money and **** you.

  46. erez goldberg Reply

    ordered wrong edition of ‘Learning to pass ecdl office 2003’.

    i need the 2000 edition.

  47. Mrs B E Arrowsmith Reply

    A book I ordered was delivered three times,I returned the second and third books to the address on the computer generated label.I have been credited for one return but simply cannot get any contact or response from Amazon I have tried email and writing to them. Is this how they make their profits?

  48. Mary Alice Lester Reply

    I ordered two copies of the DVD-Genius, A night for Ray and I was given a price of $5.12 per copy. I received two sets of 3-DVD per set (Ray Charles DVD Collection) @ 12.22 per set. This is not what I ordered, but I would have been happy to accept and pay for the DVD’s, however none of the six (6) DVD’s will play on my DVD player. I get the message that “This disc cannot be played, please check the region code for this disc”. I am returning both sets or DVD’s for two sets that will play on my 5 year old DVD Player, otherwise please credit my debit card with $24.44. Thank you for your immediatee attention in this matter.

  49. Mrs Rose Hastings Reply

    Please return the dvd of Mandy why do you sent me seven dvd all same as I only want one, not so many how do I have to pay all that???? Please do return our cost back to our bank account very important. I may have clicked many times as to see if I remind you waiting for that. that all. PLEASE PAY ATTENTION ON THIS MATTER. NEED YOUR RETURN LABEL FAST. THANK YOU. Please email me asap. Let me know when will I send this 6 same dvd of mandy back & please return the cost back to our bank account we need that money very important.

  50. andy Reply

    so let me get this right, you ordered a load of dvd’s – they delivered them but they left them where they COULD have been stolen. They weren’t but the risk upsets you. They assure you they would have been replaced in this eventuality but you’re still upset.

    You order a DVD player and something goes wrong in their dispatch process. They apologise, you moan and they – at no extra cost – COURIER IT TO YOU!!! It arrives and you’re upset because you didn’t get a note?

    Dear god. What do you want? Blood? I understand, its Christmas and the dates are important to you. Personally I’d be a bit more diligent and order earlier rather than trusting to the vagaries of the postal service or any other 3rd party. Because mistakes get made. To me your story reads like Amazon going above and beyond to make sure your needs are met. And you sound like a whiny little toad who wants the moon on a stick.

  51. weblog.brunton.org.uk Reply

    Yep Andy, if you want to cherry pick details to make your argument then that’s exactly what happened. However you’re missing out some key points:

    1. The delivery were for Xmas presents and the delivery was going to be after Xmas without much care shown from their customer service

    2. The article concentrates on the incredibly poor customer service, not so much the dumping of parcels outside the door – I agree, it’s good that they will replace them, but from a business aspect it’s a wasteful behaviour

    3. The presents were delivered without the gift wrapping and straight to the person receiving them who had no idea about what they were

    4. The DVD Player was being couriered anyway, this was not an additional service

    When you actually look at the facts they did nothing to address the issues I’d raised, in fact it seemed as though they let the process run out as normal and it was sheer luck that the item arrived in time.

    To address some of your other misconceptions – the item was ordered in plenty of time as the at the time of ordering the Amazon service showed me that it would be delivered in time.

    As for your dropping the discussion to insults, well you are just showing that you’re one of the many people out there who don’t care about customer service on either side of the business model, as customer or supplier.

    Personally I believe that great service is the key to a business success, and with it you can overcome any problem that arises with a customer and still deliver a great service that they walk away from recommending.

    This is something that is being proven to me while in California, the service here is amazing, and even when there is a problem the owning up to it immediately and rectifying of it with an apology, a smile and an engaging conversation is perfect.

  52. Sheena Simpson Reply

    The above item was duplicated by Amazon and forthwith returned. I have been charged on my credit card for the returned item. Please assure me that this will be corrected as soon as possible

  53. Ronald Goodman Reply

    I cannot find your return method listed on your site. Buying is easy but please tell me how to return three unwanted books

  54. phyl ainsworth Reply

    I ordered item bt studio 1500-dect cordless phone- with digital a/mach-quad pack-silver. on 4/9/08 quick service as I rec; item on 6/9/08 and at first look I was pleased with my goods until I settled down to put the phones to working mode , It was then after some frustrating mins I realized that the instruction booklet was for a completely different phone. It had no resemblance to the unit i had rec;(STUDIO 1500) in the instruction book There are 2 buttons that are not on my handsets The leaflet shows all instructions for DORO 520 phone so even the display window bears no resemblance to the one I have purchased Please make this for your urgent attention as my phone is my lifeline I am 79yrs of age and registered disabled so rely on my phone an awful lot , my previous one had all the buttons worn down so hard pressure was needed to make the numbers register. please be as quick as you can yours sincerely Phyl Ainsworth

  55. Pat Whelan Reply

    Two copies of Knocked By My Nungas-nungas 9780007218691 were ordered by mistake. Please may I Return one copy personalised return label.

    Sincerely,

    Pat Whelan

  56. derek coley Reply

    I received today (21.March) 3 copies of the same dvd (quantum of solice) by post infact I only required 1.This was a fault on my part and would like too return the other 2 discs.Could you please help in this matter? The order numbers are as followed,202-2714391-7300303/202-5207528-2935549. your,s sinserely. Derek

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