• Amazon UK

Amazon UK

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Overview

Amazon UK has a rating of 2.29 stars from 254 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Amazon UK most frequently mention customer service, gift card, and prime membership problems. Amazon UK ranks 38th among Marketplace sites.

  • Service
    56
  • Value
    51
  • Shipping
    50
  • Returns
    46
  • Quality
    47
Positive reviews (last 12 months): 3.4%
Positive
1
Neutral
0
Negative
28
45
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • When I tried Amazon's pitifully customer-unfriendly "Customer Service", the same problems as in (A) above.
How would you rate Amazon UK?
Top Positive Review

“Overall good”

Pam A.
8/14/23

I do not buy medication from China. Some couriers leave goods outside and then say they were handed to resident

Top Critical Review

“AMAZON ECHO SHOW 8 NOW A BRICK”

richard d.
2/1/24

Richard Dibben 15 reviews GB Rated 1 out of 5 stars ECHO SHOW 8 NOW A BRICK ECHO SHOW 8 NOW A BRICK I have had this for several years with no problems. Suddenly stopped working. Spoke to Amazon who stated it was due to a software update by them which is not working. They refused to replace or repair although it was there update AMAZON SHOCKING CUSTOMER SERVICES

Reviews (254)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (53)
Thumbnail of user richardd1957
3 reviews
2 helpful votes
February 1st, 2024

Richard Dibben
15 reviews
GB
Rated 1 out of 5 stars
ECHO SHOW 8 NOW A BRICK
ECHO SHOW 8 NOW A BRICK
I have had this for several years with no problems.
Suddenly stopped working.
Spoke to Amazon who stated it was due to a software update by them which is not working.
They refused to replace or repair although it was there update
AMAZON SHOCKING CUSTOMER SERVICES

Products used:
Echo show 8

Service
Value
Shipping
Returns
Quality
Thumbnail of user robertl4364
5 reviews
2 helpful votes
January 3rd, 2024

There's something mentally challenging with these people. My son ordered 4 items to be delivered to me for Xmas valuing £200+. None turned up. One of the items required a signature. Amazon support refunded one item then flagged him up as suspicious and refused to refund or replace the other items. They claim it's because all items wouldn't normally go missing but they were part of the same order! They won't provide a picture of the delivery or the signature. My son is almost £200 out of pocket and as he suffers from anxiety, is extremely upset. I have deleted my Amazon account and will never ever use these tyrants again. It's not finished as I will be taking them to court but why the hell should it come to this? It's clearly been delivered to the wrong address all they need do is show the proof of delivery. Don't use this tax avoiding company who thrive on cheap labour. Let's support our UK businesses locally and stop these people from hurting so many!

Tip for consumers:
The customer service is non existent. They won't allow resolver.co.uk, they are ignorant on the phone and won't raise a complaint on my son's behalf and have given an address to write to!

Products used:
Ring door bell, Alexa echo show

Service
Value
Shipping
Returns
Quality
Thumbnail of user julianav36
1 review
0 helpful votes
December 12th, 2023
Verified purchase

I purchased a product using Amazon Prime on November 25th, hoping to take advantage of the promise of fast delivery that comes with the subscription. However, my experience has been anything but efficient and satisfactory. The product not only failed to arrive on the promised date, but after a wait of 18 days, on December 13th, I am faced with the frustrating news that my order might have been lost.

The most disappointing part of all is the solution that Amazon offers. Despite being a Prime customer, all they propose is to send another product and wait at least another week. This means that, in the best-case scenario, I will receive my mobile phone a month after the original purchase date.

Paying for Amazon Prime implies expecting a service of quality, efficiency, and quick solutions. In my case, they not only lost my product, but they have also made me lose valuable time. The trust I had in Amazon Prime has been seriously affected by this experience, and I am forced to reconsider whether it is worth continuing to pay for this service

Products used:
I purchased a product using Amazon Prime on November 25th, hoping to take advantage of the promise of fast delivery that comes with the subscription. However, my experience has been anything but efficient and satisfactory. The product not only failed to arrive on the promised date, but after a wait of 18 days, on December 13th, I am faced with the frustrating news that my order might have been lost.

The most disappointing part of all is the solution that Amazon offers. Despite being a Prime customer, all they propose is to send another product and wait at least another week. This means that, in the best-case scenario, I will receive my mobile phone a month after the original purchase date.

Paying for Amazon Prime implies expecting a service of quality, efficiency, and quick solutions. In my case, they not only lost my product, but they have also made me lose valuable time. The trust I had in Amazon Prime has been seriously affected by this experience, and I am forced to reconsider whether it is worth continuing to pay for this service

Service
Value
Shipping
Returns
Quality
Thumbnail of user anitaa377
1 review
0 helpful votes
December 15th, 2023

Do not order from here two days off phone calls and char line said I'd get a refund but never did they lied and lied

Service
Value
Shipping
Returns
Thumbnail of user sarahc2142
10 reviews
10 helpful votes
October 10th, 2022

Got asked to leave a review of a product which didn't work. I gave an honest review but left good feedback for the seller. They didn't like the review and as a result my account got suspended. Over just 1 2 star review.

I still like Amazon though, parcels get delivered fine with no issues.

Thumbnail of user shaniab29
1 review
0 helpful votes
November 10th, 2023

I was concerned about returning a certain item because of expensive postage fees for large parcels, so I contacted Amazon UK customer service directly and asked whether they would reimburse the postage costs for my return. Customer service told me, more than once, that they would reimburse me all of the postage fees up to a maximum of £150. With this in mind, I purchased postage through UPS which ultimately cost £177.30, due to Amazon providing me with the incorrect weight of the item. I sent Amazon the invoices providing proof of the postage costs, and now they are refusing to honour their promise to cover £150 of postage. They will not elaborate on why, and every time I contact customer service they simply end the chat when I bring it up. I am currently missing £150 because a multi-billion pound business doesn't want to give me the £150 they promised me. After this, I will be cancelling my account and will never use Amazon again, and my friends and family have agreed they will do the same. It's shocking to me that a company as famous and as profitable as Amazon has the gall to lie and treat its customers like this.

Tip for consumers:
Customer service is horrifically disorganised, in that they will each tell you different policies and then turn around and deny it.

Products used:
Uncomfortable desk chair.

Service
Value
Shipping
Returns
Quality
Thumbnail of user chapeltandel
1 review
0 helpful votes
December 4th, 2023

Ordered a laptop but received an empty box. Amazon ask me to file a police complaint which I did, they promise me a refund only to cancel it later.

Wrote to the head office but no reply.

I wouldn't trust Amazon for anything expensive.

Service
Value
Shipping
Returns
Quality
Thumbnail of user stevem2969
1 review
1 helpful vote
January 21st, 2023

Lies lies lies!
Lies lies lies!
I like may others pay a yearly subscription fee for a "prime membership". I've lost count of how many times that "service" has failed me.
Today being the latest. Not only has my parcel not turned up, but I also received a message saying "failed delivery attempt", when no attempt was made whatsoever.
I know this as I waited in all day, and am now expected to waste another day tomorrow waiting around again.

Tip for consumers:
Liars

Products used:
Several

Service
Value
Shipping
Returns
Quality
Thumbnail of user stephenf739
62 reviews
37 helpful votes
September 4th, 2023
Verified purchase

Increasingly, Amazon are becoming more and more unreliable with deliveries. Tracking often indicates delivery within a particular time window. Once the window expires the tracking then changes to 'Still being delivered by 10pm today'. The whole day can pass with nothing delivered, and then the tracking changes to ' we'll attempt delivery on either the 3rd or 4th and if not you can request a refund the day after'.

Bad enough Amazon have little regard for the environment with wasteful packaging, multiple deliveries on the one order, and selling the next landfill full of Chinese rubbish. Now this.

MY RATINGS:
5 Stars = Excellent with minimal or no problems. I would recommend.
4 Stars = Very good, and I would use again
3 Stars = Average, with room for improvement
2 Stars = Poor service or goods. I don't recommend.
1 Star = Gross incompetence/ dishonesty/ negligence. Stay away.

Thumbnail of user manuj5
5 reviews
4 helpful votes
October 5th, 2023

Hi, for few times sellers from Amazon get doggy and lie about products they sell. When returning the products back you spend time even all day for that and the seller don't pay any consequences.apart from that if you leave 1star review for seller Amazon don't publish it, is happening few times already.I'm not recommend Amazon.!

Products used:
Laundry

Service
Value
Shipping
Returns
Quality
Thumbnail of user dominic.bateson
1 review
0 helpful votes
October 2nd, 2023
Verified purchase

Offered a TV wall mounting service with the new TV I ordered. TV was delivered but the delivery men gave a passable impersonation of Homer Simpson when asked to fit the wall bracket (which Amazon had asked me to supply). Amazon secured the order for a very expensive TV by offering a (chargeable) fitment service - which they DO NOT PROVIDE...be careful...it's the old buyer beware!

Thumbnail of user jonathand881
1 review
0 helpful votes
June 17th, 2023
Verified purchase

By FAR the worst company I have ever had the misfortune to purchase from!

They take you money nice and swiftly, but as soon as you request a refund, return the item with full tracking information, they "ask" you to wait up to 2-months after confirmed delivery before they will "investigate".

This is a CLEAR breach of long distance selling laws, but no matter what you attempt to do (FYI: don't bother wasting your time on obtaining a police report, as they also ignore this and lie point blank to you), they will always prolong and continue to contradict you each other.

I am starting a legal petition for Amazon UK to correct their current processes & procedures in line with long distance selling laws, and if not will incur numerous regulatory fines.

No matter the size of the organisation, they are certainly not above the law and must start treating their customers in a professional manner!

Tip for consumers:
Do not ever expect a full refund from these crooks!

Products used:
Ladder

Service
Value
Shipping
Returns
Quality
Thumbnail of user rumyanakoleva725
1 review
0 helpful votes
August 12th, 2023

If there was a no star I would love to give them none. I've been with them over 10 years, paying every month for Prime and when went on holiday they suspended my account they said for violating their Terms and Conditions and when you ask how I violated their TC they can't discuss it. Absolutely rubbish service, so disappointed and shame I've been paying them for years so much money without even using Prime for months. They should be ashamed by their service, they don't care for their customers only to earn money!

Service
Value
Shipping
Returns
Quality
Thumbnail of user daveg1183
1 review
0 helpful votes
October 14th, 2023

Well, I never thought I would be writing a negative review about Amazon. After many years as loyal customers, and being a Prime member for many years, spending a lot of money, I find myself writing a negative review.

Whilst being Prime members we have never had problems with faulty, not as described, not received goods, etc. Now we have cancelled out Prime membership, the customer service and customer support has become sub-standard. It just shows that you are not treated equally and there is no equality.

If we had a problem with an item, the money was refunded either as soon as the item was returned or within a very quick period of time. Now we have cancelled our Prime membership, we have had nothing but trouble getting a simple refund for an item that was clearly sold '!s new' but was infact 'ex-display' and not as described. This is a clear cut case and should have warranted an immediate refund.

After contacting the seller and getting no response, then one response, and no further response, we contacted Amazon. There was excuse, after excuse. They eventually said they would refund the money and said it will be in your account, but it wasn't.

So bearing in mind they said they had refunded it! Two days later they send a message saying, "your A-Z claim has been successful and we will be refunding you payment."
So the initial refund they said they had refunded, they had not actually refunded it. Now I will have to wait another 7 days for a refund. In total that will be 15 days from the item being received back by the seller.

Why would you receive lesser customer service than a Prime member? Surely, all customers should receive the same customer service, after all we are all customers. Why is a non-prime member discriminated against?

We are disgusted and disappointed in the service we have paid for, and this is not the experience we have become accustomed to over the many years with amazon.

We have spent thousands of pounds with Amazon over the years. This will probably the last time we purchase from Amazon, and we will be closing both of our accounts with Amazon.

Products used:
MSR Pocket Rocket Deluxe

Service
Value
Shipping
Returns
Quality
Thumbnail of user gazford074
1 review
1 helpful vote
May 11th, 2023

I ordered an item to be delivered 11th May I've now been informed it will be between 12th and 15th May that's the last 3 orders that have been late or not delivered at all and all the call centres in India say is we can refund but will take 5 to 7 days it's ridiculous that we have to wait when it's amazon's fault it's about time we we're able to speak to someone here as they don't understand most of what's going, I certainly won't be using them again

Products used:
None as they weren't delivered

Service
Value
Shipping
Returns
Quality
Thumbnail of user shisira
3 reviews
1 helpful vote
June 16th, 2020

At this crisis moment of the pandemic Coronavirus, we are receiving orders through online. In this regard our delivery process depends on the Government's Instructions about COVID-19. However Walton has taken some special initiatives for delivering the products to the valued customers obeying the Government's Instructions as well as maintaining personal safety of the persons who will deliver the products. Therefore, it may take some time in the delivery of products. Please Stay Home & Stay Safe

Thumbnail of user andrewjackmaniscoming
1 review
0 helpful votes
August 8th, 2023

Trying to return a defective product, amazon arranged collection after many phone calls and online chats, but which didn't turn up. How many hours spent repeating the same information to different "customer service agents".
Cancelling my accounts, life's too short...

Tip for consumers:
Cancelling my accounts

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user vishangs
1 review
0 helpful votes
July 7th, 2021

What a fantastic little set, plus it's solar-powered, so there are no batteries to worry about. You may cycle among many effects by using the on/off and mode switches on the back of the panel. Both wall and ground mounting options are available (screws and wallplugs supplied). The panel has a variable tilt that may be adjusted to maximise the amount of sunshine it receives.
The 8 metre light string has 60 individual LED lights each set in a small star.
Great little set & no batteries.
Off to find somewhere to put this now in the garden.
Hope this review helps your decision.
I love solar lights in the garden so when I saw these I grabbed them.
I left them charging in the sunlight inside the house for a couple of days before putting them in their place in the garden. There are several modes you can choose - all flashing, half and half flashing, slow flashing and all on. I am not a fan of flashing so mine are on all the time it is dark enough providing there has been sufficient sun to charge it up in the day. The product description mentions a remote control but mine didn't come with one so I can't comment on how that works. I love the star shape and I'm very happy with these lights. Thanks for reading. Each of the 60 individual LED lights on the 8-meter light string is arranged in a tiny star. It's a great small kit that doesn't require batteries. I'm off to find a spot in the garden for this right now. I hope this review aids you in making your selection. I'm a big fan of solar lights in the garden, so when I saw them, I had to get them. Before placing them in the garden, I kept them charging in the sunlight inside the home for a couple of days.

Tip for consumers:
GREAT SELLER AND WORTH BUYING

Products used:
SAME ONE, THE BEST ONE SO FAR

Service
Value
Shipping
Returns
Quality
Thumbnail of user markr3103
1 review
0 helpful votes
January 22nd, 2023

I have been waiting for over 13 days now for a £665 refund for a laptop I had returned which Amazon acknowledged they received 10 days ago. Having told me I would be receiving my refund tomorrow they have now said they have implemented a policy not to refund any return of over £220 in value for 30 days from date of the return.Needless to say I won't be ordering anything above this value from them ever again and I would advise other consumers to be aware of this

Products used:
I purchased a notebook computer

Service
Value
Shipping
Returns
Quality
Thumbnail of user iainh11
3 reviews
4 helpful votes
August 7th, 2023
Verified purchase

Amazon can be a great company to deal with, although often exactly the same items can be found much cheaper on eBay, and with free delivery. Also, it is very difficult to speak to them on the phone. Our main problem with Amazon is their returns policy. Twice in the last three weeks, we have bought large items (a bathroom unit and a cooker) from Amazon, but have had to return them due to being faulty or parts missing. The bathroom unit had two vital pieces missing, but all Amazon could offer was a partial refund and keep the unit or a full refund if we sent the item back. They couldn't just supply the two missing parts! The cooker was faulty when it arrived (and was the wrong cooker!), but Amazon couldn't just arrange for a new one to be delivered and the faulty one to be picked up at the same time. We have had to buy another one (£700), wait in all day for that one to be delivered, and now have to wait for the faulty one to be collected in a weeks time and then several more days for a refund! So that's extra money we have to find and take three days off work waiting for the delivery/collections! We won't be buying large items from Amazon again, as they are too difficult to return. At least we can drop off smaller items ourselves, at drop-off points, at times that suit us!

Thumbnail of user ciaranm27
1 review
0 helpful votes
June 8th, 2023
Verified purchase

A disgusting company to deal with. Bought a circular saw from Amazon UK Warehouse. Delivery tracking didn't move for days so I rang CS. They said there was a problem with the delivery on their side.

They offered a refund and stated (Agent named Eslam G) that if I purchased a new circular saw (same model) Amazon would pay the difference & I would not be left paying the higher price for the issues caused by Amazon. On the basis of this promise I purchased a new one. It arrived 3 weeks later. I called CS & after 65 mins dealing with their agents was told they lied and would not be honouring the promise that induced me to purchase the higher priced saw. The agent repeatedly refused to give me contact details to file a formal complaint and ended the call. Later their social media team told me they do not do "post order price adjustment" when it was not a post order price adjustment but a pre-order promissory inducement to contract (I'm a qualified barrister so its something I'm familiar with). They then refuse to answer when told this fact.

This is what you are dealing with with Amazon. A company that lies through its teeth, does not believe it is required to uphold its promises which induce its customers to give them more money and basically tell you to go to hell once they have your money.

Thumbnail of user jetset4jo
1 review
0 helpful votes
October 18th, 2023

When asked why he didn't knock on door just put item straight in bin all I got was abuse never again

Thumbnail of user toms2210
1 review
0 helpful votes
December 19th, 2022

Ordered an air fryer from them back in September and still waiting for it despite being given 3 delivery dates for this, been onto their customer services department ( don't know why they call it that as you get no service) and have had nothing more than lies, excuses and apologies, absolutely ridiculous service, do yourselves a favour people and use a reputable company for shopping

Tip for consumers:
Don't

Service
Thumbnail of user paulm3848
1 review
0 helpful votes
September 2nd, 2022

Now let down by couriers consistent "Delivered / signed for by me" but nothing received (we are wasting SO much time chasing things that have simply disappeared / no human contact anymore - almost impossible to know if an order will arrive / frustrating - used to be near Perfect!

Service
Value
Shipping
Returns
Quality
Thumbnail of user alexw615
3 reviews
6 helpful votes
May 29th, 2021

Bought a Plasma Ball from Amazon. It broke after 5 months. Essentially nothing can be done, No refund option. Essentially its gone beyond the 90 day warranty period which basically means tough. I used to think there was a 12 month warranty on any product I bought in the UK however this is not the case. Be very careful using amazon! I used to use them a lot but thankfully this has taught me a lesson and it only cost me Seventeen pounds for the privilege. I will use a reputable seller in future.

Tip for consumers:
Be weary - most products now have only a 90 day warranty..Not so bad when its a cheap item like this but ordering through Amazon and spending a lot more money on a product that is not covered after 90 days! could prove costly..

Products used:
Plasma Ball

Service
Value
Shipping
Returns
Quality

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2.3
254 reviews
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