Overview - What happened?
I ordered a Now TV Box with 6 Months Entertainment on the 28th April for £18 (discounted price) which is a great price for this gadget,
I received a notification that the order was accepted, and that it would be delivered on Saturday (due to my Prime Membership) which is fantastic.
On Saturday, I noticed on the tracker that the item was out for delivery (great!), but the item never arrived.
On Tuesday, I contacted Amazon to inquiry about the item, and was informed an investigation would be opened to find out the cause. I was also given 30 days extra Amazon Prime for the inconvenience (which I didn't expect... but it was a nice gesture). I informed to get back in contact on the 5th May about the item.
On Thrusday (5th May, Today), I re-contacted Amazon and was informed that the item was lost/damaged. They informed me that a refund would be issued as Amazon has run out of stuck, and then I could re-order from the supplier. Normally, this is OK, but the price has increased from £18 to £38.49.... So I would need to pay an additional £20.49 for the item (i.e. double the price)!!
I told Amazon I would be happy to wait for the item to be re-stocked so I can maintain the discount, but for an unknown reason, this is not possible. I spoke with an adviser, supervisor and manager, and in the end... had to forfeit my prime membership to cover the cost to re-order the item.
Why is this a problem? Amazon guarantees that the delivery will be fulfilled, and due to their mistake, (or whatever the outcome of the internal investigation) I will have to pay double the price for the item. That really is incredibly unfair. I had to request for my prime membership to be cancelled to cover the additional £20 the item, which is a shame, as I order frequently from Amazon (21 orders in the past six months, which is a lot for me!). Oh, and they retracted the 30 days free prime membership...
A transcript of the conversation:
Initial Question: Hi, I got in contact about this order on Monday (maybe Tuesday), and was told to wait until the 5th May before re-contacting. Do you know if there has been an update? I was told there was an investigation open.
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10:21 AM BST Kanika(Amazon): Hello, my name is Kanika. I’m sorry to hear about this. I’ll be glad to help you. First of all, can you please verify the name on your account?
10:22 AM BST Patrick Mc Corry: Patrick McCorry
10:23 AM BST Kanika: Thank you for the verification.
I'm really sorry to hear that you haven't received your order yet.
You do not need to be worry, I can help you with this.
May I know the order number, please?
10:23 AM BST Patrick Mc Corry: <blanked out>
10:23 AM BST Kanika: Thank you for providing the order number.
Is this the item "NOW TV Box with 6 Month Entertainment Pass" you are talking about?
10:24 AM BST Patrick Mc Corry: Yeah
10:24 AM BST Kanika: Thanks for the confirmation.
After researching this order, we can presume the item has been lost or damage and can offer you a full refund now.
10:24 AM BST Patrick Mc Corry: Id rather have the item :)
It was on offer at £18, so can I get it re-delivered?
10:25 AM BST Kanika: I wish I could do this for you, however, the item is currently not in stock with us.
10:25 AM BST Patrick Mc Corry: :(
but the item has gone up to £40 now...
10:26 AM BST Patrick Mc Corry: (well £38.49)
so to re-order will cost me approximately £20 extra than I intended
10:28 AM BST Kanika: I do understand your situation in this regards. However, we are unable to match the price for this item because it is beyond my limitation.
Although we work towards offering value to customers on everything we sell on our website through consistently competitive pricing, we realise that from time to time, our customers will be able to buy products from another store at a lower price than ours. We recognise that you have a choice of retailers and are grateful that you’d prefer to order from us.
However, I've forwarded your feedback to the relevant department.
10:28 AM BST Patrick Mc Corry: ??? but a delivery issue is going to cost me double the price of the item!
can you raise it with a manager or something? that seems really unfair
10:28 AM BST Kanika: I can completely understand, If that happened to me, I'd be really upset too. I can imagine how frustrating that must be.
10:29 AM BST Patrick Mc Corry: Did you just copy and paste that?
10:29 AM BST Kanika: My first point of escalation is supervisor, if you wish I can transfer the chat to my supervisor.
10:29 AM BST Patrick Mc Corry: Most people can only type 80 words per second, and that was must faster
10:29 AM BST Kanika: My first point of escalation is supervisor, if you wish I can transfer the chat to my supervisor.
10:29 AM BST Patrick Mc Corry: Please do
10:29 AM BST Kanika: Yes Sure
10:29 AM BST Patrick Mc Corry: but was that a copy and paste?
10:29 AM BST Kanika: Could you please allow me few minutes while I can transfer the chat to my supervisor?
10:29 AM BST Patrick Mc Corry: yes
10:38 AM BST Ashish(Amazon): Hi my name is Ashish and I am one of the Supervisor available on the floor.
Please give me 2 to 3 minutes while I check your chat with our representative.
10:38 AM BST Patrick Mc Corry: thank you :)
10:40 AM BST Ashish: Thank you for your patience.
Patrick, I sincerely apologize for the inconvenience caused to you.
10:41 AM BST Ashish: Patrick, since we could not deliver your parcel, in that case we would have created a replacement of this order. However this item is currently out of stock, so we will not be able to create a replacement of this item. We have processed a refund for the same and you can place a new order with the seller.
10:42 AM BST Patrick Mc Corry: but the item is now £40, and I ordered at £18
that means it is going to cost be double to re-order it?
10:43 AM BST Patrick Mc Corry: I only ordered it because it was on discount - so it is really unfair that I would have to re-order it at full price
I am happy to wait until it is in stock again if that means I get a replacement order for the same price
10:44 AM BST Ashish: I can understand your concern. However I am sorry to say that we will not be able to take care of the increased price.
10:45 AM BST Patrick Mc Corry: That is incredibly unfair, especially since I pay for prime to get next-day delivery, and have had to wait a week just to find out that I am going to have to pay double-the price for an item
10:46 AM BST Patrick Mc Corry: If the item is going to be re-stocked, then I will wait
10:46 AM BST Ashish: I understand that you are a prime customer and we have already extended your prime membership by 30 days.
However we will not be able to take care of the price of the item.
10:47 AM BST Patrick Mc Corry: I'd rather have my £20 discount on that item than an extra 30 days prime... :(
I wouldn't care if the item had increased by £5 or something, but it is literally double the price
10:48 AM BST Patrick Mc Corry: and the only reason I am not getting that discount, is because the Amazon Fulfilled Delivery lost the item.... that is really frustrating
10:51 AM BST Ashish: I can understand the inconvenience you may have faced with this. However we will not be able to take care of the price increased.
10:51 AM BST Patrick Mc Corry: Can you please pass me onto a manager?
10:52 AM BST Ashish: My manager will not be able to match the price as well.
10:52 AM BST Patrick Mc Corry: But can you please?
10:54 AM BST Ashish: Yes I can transfer this chat to my manager. However he is on another chat right now. So it will take sometime to transfer this chat to him.
10:55 AM BST Patrick Mc Corry: thank you :)
11:08 AM BST Ashish: He is still on chat.
Your patience on this would be appreciated.
11:16 AM BST Ashish: Thank you for your patience.
I am transferring your chat to my manager.
11:17 AM BST Patrick Mc Corry: thank you
Hey, okay, so I ordered this item on the 28th April, and I took the day off work on Saturday to wait for its delivery, unfortunately the item never arrived. I contacted Amazon on the Tuesday to ask about why the item had not yet been delivered, and I was informed to wait until the 5th May to re-contact, as an investigation had been opened. I was offered 30 days prime for the delay. I got in contact this morning, and was informed that the delivery could not be fulfilled, and I would receive a refund. Normally, this is OK, as I can re-order the item. However, the item has doubled in price since the time I ordered it on the 28th April, it was £18.99 at the time of ordering, and is now £38.49. So for me to receive the refund and re-order, is making me pay double the price! That is not really fair at all, especially as I took the day off work on Saturday (which is a loss of precious time) to wait for this delivery. I informed your colleague if it made it easier, I would happily wait until the item is re-stocked before it is delivered so I can keep the £18 price that I had paid. For some reason this is not possible (and I have not been told why this is not possible), but is incredibly frustrating, as I will not receive the discount simply because Amazon lost the package!!! :( I am a very patient person, and as long as the item is eventually delivered I do not care, but I am going to be out of pocket for Amazon's mistake.
11:18 AM BST Sandeep(Amazon): Hi my name is Sandeep. I am one of the Supervisor with Amazon.co.uk. Please allow me 2 minutes while I review your chat.
11:22 AM BST Sandeep: Thank you for your patience.
11:23 AM BST Sandeep: Patrick, I am sorry to say Although we work towards offering value to customers on everything we sell on our website through consistently competitive pricing, we realise that from time to time, our customers will be able to buy products from another store at a lower price than ours. We recognise that you have a choice of retailers and are grateful that you’d prefer to order from us.
11:24 AM BST Patrick Mc Corry: I am not getting the discounted item due to your mistake. That is not fiar.
fair*
At the time of ordering, Amazon offered the lowest price, so I ordered from Amazon.
(or at least, the Delivery is Fulfilled by Amazon)
11:25 AM BST Patrick Mc Corry: And Amazon failed to delivery an item which has resulted in me having to pay double the price
Literally double
11:25 AM BST Sandeep: I do understand that Patrick however Please note that in some cases our website offers lower prices via the used and new offerings available from Amazon.co.uk Marketplace sellers.
11:25 AM BST Patrick Mc Corry: Used will not give me the 6 months entertainment package that I wanted
I ordered the item was it was guaranteed by Amazon, not because it was by a third party supplier
As it was*
11:26 AM BST Patrick Mc Corry: You must understand how frustrating it is?
I am willing to wait until Amazon Delivery have it re-stocked, so I can just get the discounted item
11:28 AM BST Sandeep: I can understand your frustration Patrick however we won't be able to do price match for that item.
11:29 AM BST Patrick Mc Corry: I do not want a price match - I just want the item I ordered to be delivered
I mean, it was ordered, out for delivery, and then lost
11:31 AM BST Sandeep: I do understand that Patrick however now price of that item is £38.49 and we won't be able to make any changes with that price.
11:31 AM BST Patrick Mc Corry: I know it is £38.49 that is the problem! :( I do not want you to change that price, I just want you to fulfill my original order
11:32 AM BST Patrick Mc Corry: Or at least cancel my prime, give me my remaining balance, so I know I do not need to waste my money on it
Perhaps then I can use the refund of prime to cover the extra £20 I need to spend!
11:36 AM BST Sandeep: Sure, I can process refund for your prime charge of 7.99 GBP
Is that fine?
11:37 AM BST Patrick Mc Corry: 7.99? my last payment was the 25th December, so it should be £20
or a little more than £20
as I have only used 5 months of it
11:38 AM BST Patrick Mc Corry: £22.75 for 7 remaining months
11:39 AM BST Sandeep: Alright. I will cancelled prime membership from your account and will process refund of 22.75 GBP.
Is that fine ?
11:40 AM BST Patrick Mc Corry: yes thank you
Also, before I leave, will you clarify
1) The outcome of the investigation for the delivery delay?
2) Why it is not possible for an item to be re-stocked to fulfill a previous order?
11:40 AM BST Sandeep: Sure, I will do that for you.
Is there anything else I can help with?
11:41 AM BST Patrick Mc Corry: Also, before I leave, will you clarify
1) The outcome of the investigation for the delivery delay?
2) Why it is not possible for an item to be re-stocked to fulfill a previous order?
11:42 AM BST Sandeep: Patrick, investigation will be internally so we won't be able to get back to you.
Regarding that I will also forward your query to our concern team.
11:43 AM BST Patrick Mc Corry: the concern team is for 2)?
11:43 AM BST Sandeep: Yes Patrick.
11:44 AM BST Patrick Mc Corry: ok thank you
11:45 AM BST Sandeep: You are welcome.
Thank you for contacting Amazon
We hope to see you again soon! Please click the "End Chat" link to close this window.
11:45 AM BST Patrick Mc Corry: I know you dont hope to see me again. Good bye |
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