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Appalling Amazon UK service


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#16 Lamp0

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Posted 12 December 2012 - 12:58

I had a bad experience with amazon UK and I am in the UK,

I ordered and paid for something and paid extra for the top fastest delivery service, 5 days later it had not even been dispatched so I cancelled my order

Never used amazon again since


I think that's being a bit silly. I've never used their fast delivery because their standard delivery is usually more than fast enough. I've ordered games & gotten them on release day with the free delivery option.

Amazon costumer service has always been fantastic at quickly dealing with any issues.


#17 Guth

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Posted 12 December 2012 - 13:10

Never had troubles here. even used next day a few times and its always been the very next day.
UK to EU does have customs, ofcourse it does, otherwise you could send anything and everything to anyone!
Any delivery leaving/entering any country will be checked.
They probably could't send you the other one because all of that will be handled my amazons propriety software, which probably wouldn't let the help desk people edit orders. So therefore all they can do is refund/resend.

This is why I never order anything from outside the UK, its nearly always a hassle. However, I do understand that you wanted to use Amazon. probably because there is nothing similar in belgium?

#18 Wakers

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Posted 12 December 2012 - 13:20

I've used Amazon.co.uk regularly to deliver films and video games to me in Switzerland, and I've never had any issues with them.

Could you not cancel the order and manually select the replacement piece? Obviously it doesn't solve the issue of the bad service you received, but at least you would get the product earlier than January.


Same! Never had a package held up by Swiss customs, stuff gets here within 2-4 days, it's brilliant and about 1/2 the price of buying stuff locally!

Never had troubles here. even used next day a few times and its always been the very next day.
UK to EU does have customs, ofcourse it does, otherwise you could send anything and everything to anyone!
Any delivery leaving/entering any country will be checked.
They probably could't send you the other one because all of that will be handled my amazons propriety software, which probably wouldn't let the help desk people edit orders. So therefore all they can do is refund/resend.

This is why I never order anything from outside the UK, its nearly always a hassle. However, I do understand that you wanted to use Amazon. probably because there is nothing similar in belgium?


Well he could also use Amazon France / Germany, but for some weird reason Amazon UK tends to have better prices once you take the VAT off.

#19 Guth

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Posted 12 December 2012 - 13:22

Well he could also use Amazon France / Germany, but for some weird reason Amazon UK tends to have better prices once you take the VAT off.

Not really strange at all, VAT is 20%, of course that's going to make it cheaper :) (wish I could take the VAT off lol, we get taxed on everything here)

#20 +MikeChipshop

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Posted 12 December 2012 - 13:30

I've had a few problems with Amazon in the past but they still stand up as the most reliable with the best customer service of any online shop.
I once ordered a book at 7pm at night and it was at my door by 7 the next morning. I don't know how that's even physically possible!

Just got unlucky this time Ambroos, but on the plus side, they have tried to make amends for the mistakes.

#21 Wakers

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Posted 12 December 2012 - 14:31

Not really strange at all, VAT is 20%, of course that's going to make it cheaper :) (wish I could take the VAT off lol, we get taxed on everything here)


I mean it's strange in that prices without tax are cheaper on Amazon UK for many things. Product A on Amazon UK can be £10 before tax, Product A on Amazon DE can be €15 before tax.

#22 OP Ambroos

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Posted 12 December 2012 - 14:56

Well there is indeed something customs-ish when you order things from the UK to Europe, but you'll never, ever have to pay anything additional. The customs are there because you guys aren't in the Schengen area, but since we're all in the European Economic Community (I think it's because of that at least but I might be wrong) you never pay import VAT (unlike ordering from the US for example).

Why I don't order from Amazon.de or Amazon.fr: I do, but not a lot. There are some things I couldn't find on Amazon UK. Usually they're more expensive or don't ship to Belgium. And while I can find my way around a German or French site quite easily I wouldn't want to have to deal with customer support in German. French is okay. They also seem to have more 3rd-party retailers selling through their site, and those either don't ship to Belgium or charge huge delivery costs. When it's sold (or at least 'fulfilled'/sent) by Amazon you have Free Super Saver Delivery and stuff like that.

Why I don't order from Belgian companies? Because there are very few to none or they're extremely expensive. I now got a 64GB MicroSDXC (Class 10/UHS) for around €50, the regular retail price here is around €95 for those and the cheapest I found on online retailers is €65.

I actually don't know a single really Belgian retailer that offers a large range of products. There is Tones.be for PC hardware (which is great but doesn't offer that much choice) but all other retailers that have a 'Belgian' site are actually Dutch retailers offering support for Belgian online payment systems. Very few Belgians have (or like to use) a credit card, let alone online. People actually prefer paying more but having a physical point of presence (aka a store) than save (a lot of) money and buy things online. Result of that? All Belgian retail prices are outrageously high. I never buy anything in a physical store any more since it's just really, really expensive.

Got a vacuum cleaner for the mum recently. I paid €149 online in a Dutch store (the price did go up with €30, it was a while ago), with free one-day delivery (and it really was one-day). All Belgian retailers I found selling the exact same product asked €239 or more! Belgium sucks. Which is why I'll be moving to Sweden, Denmark or the UK when I'm done with my studies (which, on the other hand, are sort of almost free in Belgium).

#23 Crisp

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Posted 12 December 2012 - 15:03

Also it's the busiest time of year to get items shipped. Most items go missing in the UK around this time.

#24 PsYcHoKiLLa

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Posted 12 December 2012 - 15:19

Ambroos, I work for Amazon UK CS and I'm sorry you weren't happy with our customer services.

I would like to explain a few things though.

When you create an order, as soon as it enters the dispatched state then it's gone to the carrier and apart from contacting the carrier and getting them to trace any delivery there's not much else we can do for you.

After your estimated delivery date, if you haven't received your order yet we are actually unable to create a replacement (without a special concession which we have to get a team leader to do and if they don't agree with the reason they just won't do it) because we have an agreement with our carriers to give them a certain time to deliver before we replace, if we have to replace then the carrier loses money. So, for super saver delivery we cannot create a replacement order for 8 days after that cos we have an agreement with carriers to give them 8 days to deliver or trace any problems.

If we do create a replacement order then we can only create it using the original order (We have 3 buttons at the bottom of each order "Replace/Refund", "Cancel" and "Issue Prime Concession" and when we use the replace/refund there are only certain reasons we can choose) which means we cannot change the item ordered, we're not given the choice, the only thing we can change is the delivery address or the delivery method (i.e. First Class, Standard, Express, etc).

If you don't want the same item in a replacement order then the only other alternative we have, as a customer service agent, is to refund the original order and have you create a new order.

When we refund your order it's sent back to the same payment method you used to pay for it, so if it was a credit card, the money goes back to the same credit card, if it was a gift certificate then the money goes back to the balance of that gift certificate.

So, I'm afraid the person who dealt with you did all they could with the system we're given.

Here's a link that explains all the taxes on various items we sell and deliver internationally:

http://www.amazon.co...1?nodeId=502578

I can assure you we do try to give as good service as we can, we're constantly told our aim to be the "Earth's most customer centric company".

Unlike usual call centres where they want you to deal with as many contacts as possible per hour, our focus with each contact is to make sure we do everything we can to solve the problem stated and if we can't then we explain why we can't.

If you're not happy with the way any CSA has dealt with your query then make sure you say so because everytime we access a customer's order/account we leave a digital fingerprint which can be traced to find out exactly who dealt with your contact. If they've dealth with it poorly/wrongly then they will be pulled up and trained again or whatever other action might be necessary.

#25 alan

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Posted 12 December 2012 - 15:28

amazon has always had excelent customer service to me. i think yours must be a one of case

#26 OP Ambroos

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Posted 12 December 2012 - 19:09

...


Thanks!

In the end it's all okay now, I placed my new order. It's just a little bad that the first customer rep that processed the replacement did tell me they'd send the "other" item, he confirmed it twice. If you can see the chat logs you can probably find it. I did say that to someone I spoke with later on and he/she seems to have resolved it so I'm happy with the solution.

I understand Amazon is huge and they can't be too flexible, but it was just particularly annoying for me since I have a prepaid credit card. I really had to wait for the refund to come through before I could order again, resulting in yet another delay.

#27 peacemf

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Posted 14 December 2012 - 20:09

I've had no problems with amazon,
Sony uk lied and refused to replace stuff under warranty, so I stopped buying their crap.
At the end of the day they gave you the cash back, tried to help which is more than what most companies bother to do

#28 JJ_

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Posted 14 December 2012 - 21:39

@Ambroos what was the tracking number Amazon gave you? Did it begin with RF and end in GB? If so, try tracking it here to see if you get any luck http://www.royalmail.com/trackdetails

#29 Growled

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Posted 15 December 2012 - 02:36

I'm not in the UK, of course, but Amazon has been amazing this year for me. My wife and I have ordered nearly all our Christmas through them and everything has been just perfect.I can't brag on them enough.

#30 OP Ambroos

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Posted 17 December 2012 - 13:15

@Ambroos what was the tracking number Amazon gave you? Did it begin with RF and end in GB? If so, try tracking it here to see if you get any luck http://www.royalmail.com/trackdetails

It was one from the Belgian post. I can (still) track it on their website but it doesn't show anything other than "Item has been announced". Which means Amazon requested a tracking number for it, it's been weighed and assigned a barcode but it hasn't arrived in any Belgian facility yet.

The replacement card I ordered myself (with standard shipping this time) arrived the next day, so in the end it wasn't all that bad.