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Joel A.

1
Level 1 Contributor

Contributor Level

Total Points
245

3 Reviews by Joel

  • Amazon UK

2/4/18

In relation to Order # **************530:

On 18th December I placed an order with Amazon for around £250 worth of items using their Prime 'Guaranteed Next Day' delivery service. The order consisted 11 different items (a range of toys and other gifts bought for Christmas to give to family and friends). Amazon in the past have been a very reliable and reputable company with exemplary customer service so I felt that this was a convenient and safe option to make sure I had everything arrive in time for Christmas. This, however, was the start of my Christmas nightmare.

The following day, nothing arrived. This was not an issue however, as my family were not coming to visit until the following Saturday so there was still another 4 days left before it would present any sort of problem for me. On the Wednesday, 3 of the 11 items turned up. On Thursday, nothing. On Friday morning, I finally receive a phone call from my sister (whose address the parcels were due to arrive at) telling me she was starting to get worried as most of the items had still not arrived and they had to be ready and wrapped for the following day to give to my visiting family members who live in a different part of the country. Given the urgency of the situation, I decided to take a break from work and give Amazon's customer service department a call.

I initially spoke to a member of their team who looked into the situation and found that the items had indeed not been delivered, but that it should be fine and they would most likely arrive later that day. I explained my situation to them and told them that essentially if the items did not turn up I would be stuck with nothing to give to my family to open on Christmas day. I asked this member of staff to look into the situation again so that they could absolutely guarantee this, at which point the line goes quiet and a few seconds later the call terminates. Not being satisfied with the outcome, I decide to call back again at which point I get through to another customer service agent who again appears to hang up the call. By this point I was getting very frustrated but given that I had no choice I decided to call them again.

By this time, it was 3:00pm and I had already wasted around half an hour of my working day trying to sort the situation out. I then get through to customer service agent number 3, who I explain to that I haven't received my items - to which he replies that they will definitely arrive by 9pm that night. I then explain to the agent that I need this absolutely guaranteed as if they do not deliver the items by 9pm I would then not have an opportunity to go out Christmas shopping that day in order to replace the items they had not delivered. After some deliberation he agrees to go and double check for me, and, surprise surprise, he tells me that the parcels won't be arriving after all.

By this point, I was absolutely fuming. I could not believe that after 5 days of waiting on their 'Guaranteed Next Day' delivery and an hour on the phone speaking to 3 different people they were actually telling me they were not able to deliver my parcels. All of this given that they DIDN'T EVEN HAVE THE DECENCY to contact me and let me know what was going on. Had my sister not bothered to contact me, I wouldn't have even known until the following day (by which point it would be too late).

Anyway, I continued my conversation with agent number 3 and explained that I was absolutely disgusted by their level of service and that my only option was to finish work early (costing me around £50 in lost pay), travel to the town centre and spend the rest of my afternoon/evening shopping for presents that I didn't have the money for (since I had already spent it with Amazon). The initial response to this was to offer me a £5 Amazon gift card and 1 month free Amazon Prime (frankly an insult given the situation). They then offer me a refund to which I tell the agent it does not compensate me for the situation they have caused and I would be making a complaint and closing down my account (which I have had for over 10 years and spent many thousands of pounds with them on). He then decides to go and speak to his manager, and agrees that they will still fulfill the order and I will receive the items in due course, and they will issue me a full refund (which would instantly arrive in my account) for the items not yet received. Although I was not happy about having to leave work and roam around the town centre buying presents, I felt this was fair compensation and the best they could do given the situation. We then end the call and I head out of work.

I arrive in a very busy town centre and attempt to look for anything which may be suitable given the money I had on my card. I enter Toys R Us and grab some toys for my niece and nephew, head to the counter and get my card out to pay. I enter my PIN and find that my card has been declined. I then try again, but it appears as though there is no money in my account. I then leave Toys R Us (the time is now about 5:00pm) and head to the Cashpoint machine to find that my refund has not yet arrived. I go on Amazon's live chat and the person I speak to tells me that the refund will arrive in 5-7 working days. Desperate, I call one of my friends who agrees to lend me £50 (not exactly enough for 8 gifts but better than nothing). I then spend my evening around town buying anything I can so at least there is something for my family to open for Christmas (aware that the items should arrive later on and I could always try and post them later).

Christmas then comes and goes without too much bother. It comes to my attention in the first week of January however that the items had still not been delivered, so I decide its time to give Amazon another call. I get through to a customer service agent, and after saying a few words the call hangs up, so I call back again. I then get through to another agent who explains to me that my refund has been issued. I tell him that I have received the refund but I was still waiting for the items, for which he says the items had been returned and would not be sent out again. I then explain to them that I was still supposed to receive the items as per the agreement I made with them on the 22nd of December, to which he replies (surprise) that there are no notes on the system to this effect. He agrees to raise the issue with a manager for it to be investigated and I would definitely receive an email back about this in 5-7 days.

2 weeks later, I still have no email or items, so I call Amazon again. After calling them three times and being hung up on and spending around 45 minutes on the phone I am finally put through to a supervisor. They tell me again that there is no notes on the system and there has been no investigation into my case. This time, I am promised a call back the following day at 5:00pm once the investigation has been done. I sit next to my phone at 5:00pm the following day but do not receive a call. I then check my Amazon account to find a message sent saying that they 'weren't able to reach me' and they were sorry that I was 'misinformed' that I would still receive the items. They tell me I should call back again for more information about it.

I can tell you I have now given up trying to deal with their shambolic customer service team. The entire experience has been absolutely disgraceful and they should be ashamed of the way they have treated me as a longstanding and loyal customer of 10 years. I am now going to be closing my account with them and I will be posting my experience on every major review site online as well as telling all my friends and family. Amazon has embarrassed me at a supposed happy time of year and they don't seem to give a monkeys about their customers anymore. I will now be reporting them to the Advertising Standards Agency regarding their false advertising claims and I will be speaking to BBC's Watchdog about my case.

I HAVE FULL EVIDENCE FOR ALL OF THIS BUT IF ANYONE ELSE HAS HAD A SIMILAR EXPERIENCE PLEASE LET ME KNOW AS WE CAN POTENTIALLY WORK TOGETHER IN HOLDING AMAZON TO ACCOUNT ON THEIR FALSE CLAIMS AND POOR CUSTOMER SERVICE.

  • Amazon Prime

2/4/18

In relation to Order # **************530:

On 18th December I placed an order with Amazon for around £250 worth of items using their Prime 'Guaranteed Next Day' delivery service. The order consisted 11 different items (a range of toys and other gifts bought for Christmas to give to family and friends). Amazon in the past have been a very reliable and reputable company with exemplary customer service so I felt that this was a convenient and safe option to make sure I had everything arrive in time for Christmas. This, however, was the start of my Christmas nightmare.

The following day, nothing arrived. This was not an issue however, as my family were not coming to visit until the following Saturday so there was still another 4 days left before it would present any sort of problem for me. On the Wednesday, 3 of the 11 items turned up. On Thursday, nothing. On Friday morning, I finally receive a phone call from my sister (whose address the parcels were due to arrive at) telling me she was starting to get worried as most of the items had still not arrived and they had to be ready and wrapped for the following day to give to my visiting family members who live in a different part of the country. Given the urgency of the situation, I decided to take a break from work and give Amazon's customer service department a call.

I initially spoke to a member of their team who looked into the situation and found that the items had indeed not been delivered, but that it should be fine and they would most likely arrive later that day. I explained my situation to them and told them that essentially if the items did not turn up I would be stuck with nothing to give to my family to open on Christmas day. I asked this member of staff to look into the situation again so that they could absolutely guarantee this, at which point the line goes quiet and a few seconds later the call terminates. Not being satisfied with the outcome, I decide to call back again at which point I get through to another customer service agent who again appears to hang up the call. By this point I was getting very frustrated but given that I had no choice I decided to call them again.

By this time, it was 3:00pm and I had already wasted around half an hour of my working day trying to sort the situation out. I then get through to customer service agent number 3, who I explain to that I haven't received my items - to which he replies that they will definitely arrive by 9pm that night. I then explain to the agent that I need this absolutely guaranteed as if they do not deliver the items by 9pm I would then not have an opportunity to go out Christmas shopping that day in order to replace the items they had not delivered. After some deliberation he agrees to go and double check for me, and, surprise surprise, he tells me that the parcels won't be arriving after all.

By this point, I was absolutely fuming. I could not believe that after 5 days of waiting on their 'Guaranteed Next Day' delivery and an hour on the phone speaking to 3 different people they were actually telling me they were not able to deliver my parcels. All of this given that they DIDN'T EVEN HAVE THE DECENCY to contact me and let me know what was going on. Had my sister not bothered to contact me, I wouldn't have even known until the following day (by which point it would be too late).

Anyway, I continued my conversation with agent number 3 and explained that I was absolutely disgusted by their level of service and that my only option was to finish work early (costing me around £50 in lost pay), travel to the town centre and spend the rest of my afternoon/evening shopping for presents that I didn't have the money for (since I had already spent it with Amazon). The initial response to this was to offer me a £5 Amazon gift card and 1 month free Amazon Prime (frankly an insult given the situation). They then offer me a refund to which I tell the agent it does not compensate me for the situation they have caused and I would be making a complaint and closing down my account (which I have had for over 10 years and spent many thousands of pounds with them on). He then decides to go and speak to his manager, and agrees that they will still fulfill the order and I will receive the items in due course, and they will issue me a full refund (which would instantly arrive in my account) for the items not yet received. Although I was not happy about having to leave work and roam around the town centre buying presents, I felt this was fair compensation and the best they could do given the situation. We then end the call and I head out of work.

I arrive in a very busy town centre and attempt to look for anything which may be suitable given the money I had on my card. I enter Toys R Us and grab some toys for my niece and nephew, head to the counter and get my card out to pay. I enter my PIN and find that my card has been declined. I then try again, but it appears as though there is no money in my account. I then leave Toys R Us (the time is now about 5:00pm) and head to the Cashpoint machine to find that my refund has not yet arrived. I go on Amazon's live chat and the person I speak to tells me that the refund will arrive in 5-7 working days. Desperate, I call one of my friends who agrees to lend me £50 (not exactly enough for 8 gifts but better than nothing). I then spend my evening around town buying anything I can so at least there is something for my family to open for Christmas (aware that the items should arrive later on and I could always try and post them later).

Christmas then comes and goes without too much bother. It comes to my attention in the first week of January however that the items had still not been delivered, so I decide its time to give Amazon another call. I get through to a customer service agent, and after saying a few words the call hangs up, so I call back again. I then get through to another agent who explains to me that my refund has been issued. I tell him that I have received the refund but I was still waiting for the items, for which he says the items had been returned and would not be sent out again. I then explain to them that I was still supposed to receive the items as per the agreement I made with them on the 22nd of December, to which he replies (surprise) that there are no notes on the system to this effect. He agrees to raise the issue with a manager for it to be investigated and I would definitely receive an email back about this in 5-7 days.

2 weeks later, I still have no email or items, so I call Amazon again. After calling them three times and being hung up on and spending around 45 minutes on the phone I am finally put through to a supervisor. They tell me again that there is no notes on the system and there has been no investigation into my case. This time, I am promised a call back the following day at 5:00pm once the investigation has been done. I sit next to my phone at 5:00pm the following day but do not receive a call. I then check my Amazon account to find a message sent saying that they 'weren't able to reach me' and they were sorry that I was 'misinformed' that I would still receive the items. They tell me I should call back again for more information about it.

I can tell you I have now given up trying to deal with their shambolic customer service team. The entire experience has been absolutely disgraceful and they should be ashamed of the way they have treated me as a longstanding and loyal customer of 10 years. I am now going to be closing my account with them and I will be posting my experience on every major review site online as well as telling all my friends and family. Amazon has embarrassed me at a supposed happy time of year and they don't seem to give a monkeys about their customers anymore. I will now be reporting them to the Advertising Standards Agency regarding their false advertising claims and I will be speaking to BBC's Watchdog about my case.

I HAVE FULL EVIDENCE FOR ALL OF THIS BUT IF ANYONE ELSE HAS HAD A SIMILAR EXPERIENCE PLEASE LET ME KNOW AS WE CAN POTENTIALLY WORK TOGETHER IN HOLDING AMAZON TO ACCOUNT ON THEIR FALSE CLAIMS AND POOR CUSTOMER SERVICE.

  • Amazon

2/4/18

In relation to Order # **************530:

On 18th December I placed an order with Amazon for around £250 worth of items using their Prime 'Guaranteed Next Day' delivery service. The order consisted 11 different items (a range of toys and other gifts bought for Christmas to give to family and friends). Amazon in the past have been a very reliable and reputable company with exemplary customer service so I felt that this was a convenient and safe option to make sure I had everything arrive in time for Christmas. This, however, was the start of my Christmas nightmare.

The following day, nothing arrived. This was not an issue however, as my family were not coming to visit until the following Saturday so there was still another 4 days left before it would present any sort of problem for me. On the Wednesday, 3 of the 11 items turned up. On Thursday, nothing. On Friday morning, I finally receive a phone call from my sister (whose address the parcels were due to arrive at) telling me she was starting to get worried as most of the items had still not arrived and they had to be ready and wrapped for the following day to give to my visiting family members who live in a different part of the country. Given the urgency of the situation, I decided to take a break from work and give Amazon's customer service department a call.

I initially spoke to a member of their team who looked into the situation and found that the items had indeed not been delivered, but that it should be fine and they would most likely arrive later that day. I explained my situation to them and told them that essentially if the items did not turn up I would be stuck with nothing to give to my family to open on Christmas day. I asked this member of staff to look into the situation again so that they could absolutely guarantee this, at which point the line goes quiet and a few seconds later the call terminates. Not being satisfied with the outcome, I decide to call back again at which point I get through to another customer service agent who again appears to hang up the call. By this point I was getting very frustrated but given that I had no choice I decided to call them again.

By this time, it was 3:00pm and I had already wasted around half an hour of my working day trying to sort the situation out. I then get through to customer service agent number 3, who I explain to that I haven't received my items - to which he replies that they will definitely arrive by 9pm that night. I then explain to the agent that I need this absolutely guaranteed as if they do not deliver the items by 9pm I would then not have an opportunity to go out Christmas shopping that day in order to replace the items they had not delivered. After some deliberation he agrees to go and double check for me, and, surprise surprise, he tells me that the parcels won't be arriving after all.

By this point, I was absolutely fuming. I could not believe that after 5 days of waiting on their 'Guaranteed Next Day' delivery and an hour on the phone speaking to 3 different people they were actually telling me they were not able to deliver my parcels. All of this given that they DIDN'T EVEN HAVE THE DECENCY to contact me and let me know what was going on. Had my sister not bothered to contact me, I wouldn't have even known until the following day (by which point it would be too late).

Anyway, I continued my conversation with agent number 3 and explained that I was absolutely disgusted by their level of service and that my only option was to finish work early (costing me around £50 in lost pay), travel to the town centre and spend the rest of my afternoon/evening shopping for presents that I didn't have the money for (since I had already spent it with Amazon). The initial response to this was to offer me a £5 Amazon gift card and 1 month free Amazon Prime (frankly an insult given the situation). They then offer me a refund to which I tell the agent it does not compensate me for the situation they have caused and I would be making a complaint and closing down my account (which I have had for over 10 years and spent many thousands of pounds with them on). He then decides to go and speak to his manager, and agrees that they will still fulfill the order and I will receive the items in due course, and they will issue me a full refund (which would instantly arrive in my account) for the items not yet received. Although I was not happy about having to leave work and roam around the town centre buying presents, I felt this was fair compensation and the best they could do given the situation. We then end the call and I head out of work.

I arrive in a very busy town centre and attempt to look for anything which may be suitable given the money I had on my card. I enter Toys R Us and grab some toys for my niece and nephew, head to the counter and get my card out to pay. I enter my PIN and find that my card has been declined. I then try again, but it appears as though there is no money in my account. I then leave Toys R Us (the time is now about 5:00pm) and head to the Cashpoint machine to find that my refund has not yet arrived. I go on Amazon's live chat and the person I speak to tells me that the refund will arrive in 5-7 working days. Desperate, I call one of my friends who agrees to lend me £50 (not exactly enough for 8 gifts but better than nothing). I then spend my evening around town buying anything I can so at least there is something for my family to open for Christmas (aware that the items should arrive later on and I could always try and post them later).

Christmas then comes and goes without too much bother. It comes to my attention in the first week of January however that the items had still not been delivered, so I decide its time to give Amazon another call. I get through to a customer service agent, and after saying a few words the call hangs up, so I call back again. I then get through to another agent who explains to me that my refund has been issued. I tell him that I have received the refund but I was still waiting for the items, for which he says the items had been returned and would not be sent out again. I then explain to them that I was still supposed to receive the items as per the agreement I made with them on the 22nd of December, to which he replies (surprise) that there are no notes on the system to this effect. He agrees to raise the issue with a manager for it to be investigated and I would definitely receive an email back about this in 5-7 days.

2 weeks later, I still have no email or items, so I call Amazon again. After calling them three times and being hung up on and spending around 45 minutes on the phone I am finally put through to a supervisor. They tell me again that there is no notes on the system and there has been no investigation into my case. This time, I am promised a call back the following day at 5:00pm once the investigation has been done. I sit next to my phone at 5:00pm the following day but do not receive a call. I then check my Amazon account to find a message sent saying that they 'weren't able to reach me' and they were sorry that I was 'misinformed' that I would still receive the items. They tell me I should call back again for more information about it.

I can tell you I have now given up trying to deal with their shambolic customer service team. The entire experience has been absolutely disgraceful and they should be ashamed of the way they have treated me as a longstanding and loyal customer of 10 years. I am now going to be closing my account with them and I will be posting my experience on every major review site online as well as telling all my friends and family. Amazon has embarrassed me at a supposed happy time of year and they don't seem to give a monkeys about their customers anymore. I will now be reporting them to the Advertising Standards Agency regarding their false advertising claims and I will be speaking to BBC's Watchdog about my case.

I HAVE FULL EVIDENCE FOR ALL OF THIS BUT IF ANYONE ELSE HAS HAD A SIMILAR EXPERIENCE PLEASE LET ME KNOW AS WE CAN POTENTIALLY WORK TOGETHER IN HOLDING AMAZON TO ACCOUNT ON THEIR FALSE CLAIMS AND POOR CUSTOMER SERVICE.

Joel Has Earned 5 Votes

Joel A.'s review of Amazon Prime earned a Very Helpful vote

Joel A.'s review of Amazon earned 4 Very Helpful votes

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