Appalling Amazon UK service


Recommended Posts

So, I just experienced the worst customer service in my life with Amazon UK.

On Wednesday 28 November I ordered a SanDisk 64GB MicroSD card with Frustration-free packaging from Amazon.co.uk - shipped with Super Saver Delivery to Belgium. This one to be precise. The day after (29th) I got an email from Amazon with a tracking number as the item was dispatched. Estimated date of delivery: 3 December.

That is the last I heard. The tracking number only showed that the number was registered but the item was never scanned by the handler, they never received it (Belgian Post). When I contacted Amazon chat support on Friday (7 Dec) evening they said I had to wait 'till Monday (10 dec) evening since that's when the 10 day delivery maximum would kick in. So when nothing arrived on Monday I chatted them again that evening. The operator said he had 'instructed' the Belgian Post to deliver the item by Tuesday.

Of course nothing arrived and still no updates on the tracking page. So this afternoon I opened up chat again. The chat guy said the item was lost in transit and sent me a new one. I asked if they could this time send the regular version (without frustration-free packaging) since that one was in stock - the FFP wasn't anymore for another three weeks. He said that was no problem. I verified this again by linking him this product and asked if that was the exact item he'd send. He confirmed and I was quite satisfied as it should have arrived by the weekend since I now got upgraded to standard delivery.

However, about an hour later when the replacement order was registered I noticed they just made a new order with the original item and it would take UNTIL JANUARY to be delivered. So I started another chat. Seems like the only thing they could do was refund me. I asked if they could just change the item but that was impossible for some reason. I could either wait for the item or wait for the refund to come through, order again and then wait some more for that one to arrive in addition to paying more.

I think this is ridiculous. Why wouldn't they just send me the regular version (which is the exact same by the way) instead? When I clicked my FFP-link in all emails they even sent me to the product page of the regular version.

Bah.

What's even more ridiculous is that when you go to the regular product page for the original item I got it redirects you to the item I wanted as a replacement: http://www.amazon.co.uk/gp/product/B0084DWD4Q/ Why? Because they are exactly the same. But for some reason the idiots at support don't seem to realize that.

Link to comment
https://www.neowin.net/forum/topic/1125126-appalling-amazon-uk-service/
Share on other sites

I have personally never had any issues with Amazon UK (in fact I love their service), but I can certainly relate to your situation. Similar things have happened to me with other companies and it's usually a hell to sort out - especially when you want the item in question, like, yesterday. I'd say in this case you've had the poor luck of dealing with useless customer service people, and I can only suggest you request a call-back and see if they can sort it out over the phone, which usually works better.

I've never had any problems with Amazon (touch wood). They are one of the few places who seems to deliver when they say they will. I'm sure though if i had to speak to the support department then i would have trouble. Most big companies really fail there. You either get someone foreign or someone who is reading off a webpage.

One place i've had troubles with is Samsung. I was due something from them on the 18th October. It arrived 7th December :laugh:

I had some bad times with Panasonic UK, took them a month to send me a remote control. When you order stuff there is no place to enter an email address so you get no confirmation or anything, anyway, It did not arrive after 10 days i used the customer service web form and never got a reply, then a week later i used a proper email address and still never got a reply. Decided to ring them and the phone number on the printable receipt is the wrong one because it is no longer in use, after finding the right one it took another week to deliver. :/

The problem with shipping stuff overseas is that at some point Amazon have to rely on the courier and customs to work together.

Of items that get lost in transit, the vast majority just don't get through customs for one reason or another - either because customs are being picky about the packaging and documentation (then you'll usually get a letter) or it just flat out gets lost in a depot.

That being said, don't use the live chat service. I've yet to come across any live chat service from any company that isn't manned by utter cretins. Email is the best way to go with Amazon, I find. They normally sort the problem out pretty quickly.

Hope you eventually get the SD card!

The problem with shipping stuff overseas is that at some point Amazon have to rely on the courier and customs to work together.

Of items that get lost in transit, the vast majority just don't get through customs for one reason or another - either because customs are being picky about the packaging and documentation (then you'll usually get a letter) or it just flat out gets lost in a depot.

That being said, don't use the live chat service. I've yet to come across any live chat service from any company that isn't manned by utter cretins. Email is the best way to go with Amazon, I find. They normally sort the problem out pretty quickly.

Hope you eventually get the SD card!

UK -> Belgium (and the rest of Europe) doesn't have any customs business. The problem here just seems to be that Amazon never got the item to the Belgian courier service (that, by the way, has never failed me before and I've sent and received around 50 packages with them over the last few years).

The problem is more that they're not willing to send an equally priced item as a replacement instead.

UK -> Belgium (and the rest of Europe) doesn't have any customs business. The problem here just seems to be that Amazon never got the item to the Belgian courier service (that, by the way, has never failed me before and I've sent and received around 50 packages with them over the last few years).

The problem is more that they're not willing to send an equally priced item as a replacement instead.

Most of the time it is outside of Amazon's control. Once it leaves their warehouse, it's in the hands of the courier. In the UK, that tends to be Royal Mail. So chances are Royal Mail fluffed up your delivery somewhere between Amazon's warehouse and the port.

Most of the time it is outside of Amazon's control. Once it leaves their warehouse, it's in the hands of the courier. In the UK, that tends to be Royal Mail. So chances are Royal Mail fluffed up your delivery somewhere between Amazon's warehouse and the port.

I understand that perfectly. What I don't understand is that they're willing to send me a replacement of the same product, but not of the same-priced same product in a slightly different packaging. It makes zero difference for them.

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.

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.

Yeah well I did that now, good thing the credit card refund only took about 8 hours and not 2-3 days + bank processing delay. Complained a little on chat and got ?10 store credit so I'm sort of happy anyway. It's nice how they listened to what I had to say and did something about it (this time).

Although not very helpful for your situation, ive never had any problems with Amazon and rate them the highest of all retailers ive experienced both online and in the high street.

Ive brought a camera before that i personally didn't like, they paid for it to be shipped back to them, nothing wrong with it i just didn't get on with it, trying the same thing in jessops or currys would be an exercise in frustration.

I think sometimes these things will happen the only way is to ride it out, shame you won't get it before christmas, you could always try another supplier such as

aria.co.uk

ebuyer.com

dabs.com

They might do it in time for christmas.

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've always had great service from Amazon themselves, unfortunately they sometimes you shoddy delivery companies, I'm trying to return some shoes that arrived scuffed and damaged. So far Yodel (the delivery company) have failed to collect on 4 occasions.

I've had my fair share of problems with Amazon UK - mainly with their "no so guaranteed" prime delivery service.

They advertise guaranteed next day delivery, which is fine if you pay extra for the delivery since they'll refund that, but if you're a prime member, you're SOL if it doesn't arrive. They just see it as tough luck, and blame royal mail.

I've had "prime guaranteed" items sent by first class post before - something which the ASA have had a go at them for.

I've always had great service from Amazon themselves, unfortunately they sometimes you shoddy delivery companies, I'm trying to return some shoes that arrived scuffed and damaged. So far Yodel (the delivery company) have failed to collect on 4 occasions.

Yodel are a whole other kettle of fish. They used to be bad when they called themselves Home Delivery Network - now, as Yodel, they're even worse.

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.

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?

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.

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)

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.

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.

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).

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.

This topic is now closed to further replies.
  • Recently Browsing   0 members

    • No registered users viewing this page.
  • Posts

    • All these CEOs got the biggest boners thinking about firing employees for AI. Turned out it was just a wet dream.
    • And the fact that the majority of people from Poland are white European Christians while the people you are complaining about in post after post are not is just a coincidence... Every sentence in your post I am replying to is racist nonsense. None of it is actually based on any facts whatsoever. All immigrants are seeking a better life too. It's literally the only reason they would risk everything and leave their homes, families, and homeland. They are working and contributing to the economy too, as you even admit. They get the same benefits your partner did AND that YOU are eligible for as well. That is one of the key things of the EU and a mark of a civilization. That is the definition of a society where everyone is given a chance, treated equally and fairly, and is judged by the content of their character, not their different skin color or which version of ignorant superstitious nonsense their parents lied about as children. Racists around the world said the same things about the Irish and Jews and Poles (like your partner) and...every other immigrant movement over the centuries. What's your family's heritage, by the way? Were your ancestors lied about with racist fearmongering crapola by self-entitled locals the same way as you are now? If someone like that said the same things about all people from Poland, like your partner, would they be right? Or would you want them to judge your partner based on who they actually were, not where they just happened to come from?
    • Again, this is an irrelevant attempt to attack the messenger. The truth does not require any justification.
    • Removed the blue and underline as you did not post a link. This would also  be considered spamming.
    • Why it's almost impossible to produce a smartphone in the United States by Hamid Ganji If you look at the back of some Apple products, you can see the famous phrase “Designed by Apple in California, Assembled in China.” This phrase appears on products from one of the largest smartphone brands in the United States. These products are designed in the U.S., but their manufacturing takes place in China, India, Vietnam, or even Brazil. But why can’t Apple, as one of the largest American tech companies, produce its iPhones on U.S. soil? The idea for this topic came to me after the Trump Foundation launched a smartphone called the T1 and claimed that it was designed and built with American values in mind. However, this claim did not last long, as it was revealed that Trump’s phone was actually a rebranded HTC U24 Pro, with only a gold case and minor internal component changes. You see? Even a phone that is supposed to represent American values is manufactured in China. With a gross domestic product (GDP) exceeding $32 trillion, the United States is currently the world’s largest economy, while China ranks second with around $20 trillion. On the other hand, the United States is by a wide margin the global leader in various technological fields, and American companies spend hundreds of billions of dollars annually on research and development. From Apple and Google to Microsoft, Lockheed Martin, Boeing, and others, American tech and industrial giants lead their foreign competitors in many sectors. The United States also has no shortage of smartphone brands. Apple, Google, and Motorola are among the major brands in the smartphone market, collectively holding a significant share. However, the vast majority of their products are manufactured outside the United States. So why is it that the world’s largest economy, home to the most advanced technology companies and industrial powers, cannot produce a smartphone on its own soil? Let’s explore this question together. Even threats to impose tariffs won’t work After Trump entered the White House as the 47th President of the United States, his administration adopted strict tariff policies. One of these policies was the imposition of a 25% tariff on smartphones manufactured outside the United States. Trump said he “had a little problem” with Apple CEO Tim Cook over producing smartphones outside the U.S. So he thought that threatening a 25% tax on imported phones might force Apple to bring manufacturing back to the United States. “I have long ago informed Tim Cook of Apple that I expect their iPhones that will be sold in the United States of America will be manufactured and built in the United States, not India, or anyplace else,” Trump wrote on Truth Social. Image via The White House Although Apple currently manufactures some of the iPhone’s chips in the United States with TSMC's help, it still shows no willingness to shift full iPhone production to the country. At the time, renowned Apple supply chain analyst Ming-Chi Kuo wrote on X, “In terms of profitability, it’s way better for Apple to take the hit of a 25% tariff on iPhones sold in the US market than to move iPhone assembly lines back to the US.” However, manufacturing a smartphone in the United States is not as easy as it might seem, and many technical and economic barriers are involved. The lack of necessary manufacturing hubs There is a clear reason why many companies prefer to manufacture their products in China. China has established itself as the main global manufacturing hub for international companies, and over the past few decades, large contract manufacturers have emerged there, allowing companies like Apple to outsource production. One such example is Foxconn, which also manufactures some Apple products in India. Building the infrastructure required to produce smartphones in the United States would require tens of billions of dollars in new investment. Factories would need to be built, essential manufacturing equipment would have to be installed, and, most importantly, a skilled workforce capable of operating these systems would need to be recruited and trained. The United States currently lacks the core infrastructure needed to manufacture smartphones, and for this reason, many companies prefer to outsource production to Chinese contractors rather than spend tens of billions of dollars to build that infrastructure, which is significantly more economically efficient. Additionally, building such infrastructure in the United States could take up to a decade, ultimately leading to a significant increase in the product's final price for consumers. Shortage of trained labor in the U.S. compared to China Decades of serving as a global manufacturing hub have allowed China to build a massive talent pool in the production sector that is almost unmatched worldwide. Today, if a company chooses to manufacture its products in China, it can be confident that the workers involved in production have years of experience in their respective roles and are capable of producing high-quality goods with minimal errors. Even if we assume that tens of billions of dollars were invested in building smartphone manufacturing infrastructure in the United States, finding skilled workers would remain highly challenging. Apple CEO Tim Cook visiting the iPhone 6 assembly line in China in 2014. Image: Tim Cook on X In a 2015 interview on CBS’s 60 Minutes, Tim Cook said the main reason Apple isn’t producing in the US is a lack of skills. "China put an enormous focus on manufacturing, in what you and I would call vocational kind of skills. The US over time began to stop having as many vocational kinds of skills. I mean you could take every tool and die maker in the United States and probably put them in the room that we're currently sitting in. In China you would have to have multiple football fields,” Cook said. Also, in 2017, at the Fortune Global Forum in Guangzhou, Cook once again emphasized the importance of highly skilled Chinese workers. “China has moved into very advanced manufacturing, so you find in China the intersection of craftsman kind of skill, and sophisticated robotics and the computer science world. That intersection, which is very rare to find anywhere, that kind of skill, is very important to our business because of the precision and quality level that we like. The thing that most people focus on if they’re a foreigner coming to China is the size of the market, and obviously, it’s the biggest market in the world in so many areas. But for us, the number one attraction is the quality of the people,” Apple CEO said. Higher labor costs in the United States Producing almost any product in the United States is more expensive than in many other countries, and one of the main reasons is the higher cost of labor in the U.S. According to the Bureau of Labor Statistics, median weekly earnings of full-time workers in the United States were $1,235 in the first quarter of 2026. Meanwhile, the average annual salary in China's private sector in 2025 was RMB 71,590 (US$9,961). In many parts of the world, the weekly wage of an American worker is equivalent to several months of income. Another important factor to consider is that in the United States, the workforce capable of working on a smartphone assembly line is highly specialized and therefore commands higher-than-average wages. According to an estimate by Bank of America, producing an iPhone in the U.S. is technically possible, but “iPhone cost can increase 25% purely on higher labor cost in the U.S.” However, this 25% increase applies only if final assembly is performed in the United States while components are still sourced from China or elsewhere. In this case, the price of a base iPhone would rise from $799 to around $1,000. But in another scenario, if Apple were to produce the required components for the iPhone within the United States, production costs could increase by more than 90%. Trump’s dream for a “Made in the USA” iPhone might never come true In a free-market capitalist economy, one of the primary responsibilities of any CEO is to maximize profit. Using Apple as an example, Tim Cook’s role is to maximize the company’s profits so that it can fund research and development for new products and invest in areas such as artificial intelligence, while also keeping shareholders satisfied. Therefore, it is entirely understandable that Apple would choose not to bring its manufacturing back to the United States and instead keep production in countries where labor is cheaper, and products can be manufactured at a lower cost, thereby maximizing its profit margins. What is your opinion about manufacturing smartphones in the United States? If you are an American citizen, would you be willing to pay hundreds of dollars more for a smartphone made domestically in the USA? Let us know in the comments.
  • Recent Achievements

    • Conversation Starter
      jessse3334 earned a badge
      Conversation Starter
    • Reacting Well
      JuvenileDelinquent earned a badge
      Reacting Well
    • One Month Later
      Excellence2025 earned a badge
      One Month Later
    • Week One Done
      Excellence2025 earned a badge
      Week One Done
    • Week One Done
      flexorcist earned a badge
      Week One Done
  • Popular Contributors

    1. 1
      +primortal
      506
    2. 2
      +Edouard
      196
    3. 3
      PsYcHoKiLLa
      153
    4. 4
      Steven P.
      72
    5. 5
      FloatingFatMan
      65
  • Tell a friend

    Love Neowin? Tell a friend!