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Suzanne W.

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Experience: Computers & Technology, Pets & Animals, Baby & Kids

Member since August 2020

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1 Review by Suzanne

I tried to order four products through my Amazon Prime account. All four products were shown as Prime next day delivery, to be delivered on the 3rd of Aug 2020. When I got to my basket, I found that the order was split to three packages, and they were all giving a delivery date of the 5th of Aug, despite the fact that each section had large green writing at the top saying 'Guaranteed delivery date: 4 AUG. 2020'. I could change the delivery date back to the 3rd on two of the packages, but not for one. This insisted it would not be with me until the 5th, outside the Guarantee at the top of the product. I called customer services to ask why the system was doing this, and the woman was useless, and just ran up my minutes, then left me on hold, until I'd been on the phone for twenty five minutes.

I hung up, and called back to speak to someone else. This chap said he'd have to be in my account to see what I was speaking about. He then proceeded to say that he couldn't see the Guarantee. I asked'Is this call being recorded?' he said yes. I asked 're you in my account?' he said yes. So how can you not see that Guarantee? But he kept insisting that I was wrong, and it wasn't there. I told him I was going to screen shot the page, and put it on their social media account, which I did. I also told him that when the email came through from this phone conversation, I'd be giving him a bad review for calling me a liar. He never sent the email. I was asked all sorts of nonsense questions on Facebook, given a link to a form to fill in, which claims someone will call you back in 12 hours, filled that in twice, and never had a call back. The first lady I spoke to called me back at gone 5.30pm, was rude, wanted to know if I'd had an issue? Really, what did she think I'd called her for, because it wasn't a social chat. I'd had to get annoyed and tell her to shut up just so I could explain things to her, then she was sarcastic, and proceeded to say that the phone call with the chap never happened. When explaining to her that calling me a liar when my phone records would prove otherwise wasn't great from a legal POV, she hung up on me.
Had someone from Twitter, don't use Twitter, sent me a generic email with the nonsense about ''timated delivery dates' *sigh* I'm sick to the back teeth of saying that estimated is when there are two dates eg; 3-5th, this wasn't the case, they were all next day. Then you get the nonsense that 'n't day is from the time of dispatch', no it is not. Next day is from the time I order, and it's paid for, because your site says on Sunday that I can have it MONDAY, the NEXT DAY! Otherwise from dispatch could mean some point in the distant future.

I call and speak to a nice lady called Daniela on Monday night. She gives me an email to make a formal complaint, and is thrilled that I have the screen shot, because this will help get my issue resolved. Except that email is FAKE and bounces straight back to me, so I resend it using the email link in the email she sent me. Today I have two emails, one saying it would help if I had sent my email to the right department... no kidding Sherlock, would help if I was given the right email address then... so he's passing on my complaint. Sounds great, until I open the second email, which contains a link straight back to the generic contact us page on Amazon, and the 'di'this help you buttons' at the bottom of the email, so I click NO, which takes me to the EU Amazon site, where I don't have an account.

I call customer services, against, ask to speak to a manager, and I'm assured that one will call me back in an hour. I won't have to do a thing, and this will be resolved, because I am right. Guess how that went? I was back on the phone, because no-one called me back. I insisted that this time I was not getting off the phone, so apparently I've spoken to a manager, who has done sod all, except repeat the same nonsense that everyone else has. Because apparently Amazon have the right to redefine the meanings of words. They can put any old nonsense on their site, and it means nothing at all. Guaranteed date? Pah! Could mean next year. Valued customer? Insulted, and don't give a damn. Done anything at all to rectify this? Told me I can order the NEXT DAY AVAILABLE products today, the 4th of August, and have them on the 7th of August. Are you fricking kidding me? And they have the nerve to call this a 'free premium delivery service', regardless of the fact that we pay a subscription, and all Prime products have an added fee on them. We're paying twice for this delivery service, you lying lunatics, that is neither free, nor premium!

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