Trouble with Amazon

[mrbrooks]

Hi everyone, I have a little issue here with Amazon, it hasn't escalated into anything yet but just thought I would get some thoughts on the matter so I am prepared...

 

Ordered a cooker hob from Amazon Store, sold by 4ZEN, requested deliver after 2PM.

 

They sent notification of delivery date, to be 6th December.

 

A delivery attempt was made at 1.35 on the 4th December.

 

We called TNT who said it would be delivered the next day, the 5th December. Waited in all day and nothing came.

 

We called TNT after 6PM on 5th December, they stated that they were not the direct delivery company (ParcelNet) thus they claimed they could not discuss the matter, I found this somewhat bizarre considering the ticket left on Tuesday says TNT and we called them on Tuesday and they discussed the matter then...

 

We then called Amazon and told them we were unhappy at having been gived a delivery date of the 6th, then attempted delivery on the 4th, followed by a promise of delivery on the 5th by the courier. They were not really helpful, so we decided to tell them we would like to cancel the order.

 

Amazon told us that they had to contact 4ZEN and it would take upto 3 days for a response from them, and that there was not possibility of a refund until the seller had been contacted and had the chance to find out what has happened...

 

OK so now, I suppose we just wait, but in the meantime I would very much appreciate some thoughts and input on the situation in regards to where we actually stand in terms of legalities and rights...

 

thanks all

 

mrbrooks

Edited December 6, 2012 by mrbrooks

[snowdragon]

anyone know how to contact Amazon please, looked on their site and there is nowhere to complain, I ordered a trolly jack from them, had email to say it had been dispatched and could track it, well tracked it and today found it was delivered apprently to me and left in my porch! I do not have a porch, the carrier is Yodel, so someone has them self a nice new trolly jack

[mrbrooks]

Try here Bobcat, http://www.amazon.co.uk/gp/help/customer/display.html/ press the contact us button...

 

mrbrooks

[snowdragon]

Hi, I tried that and there is nothing there for you to actually contact them, it just takes me to my account, looked for undelivered parcels etc but nothing. Have emailed Yodel but not holding my breath. Need my trolley Jack! Thank you mrbrooks

[mrbrooks]

Yes you have to go through the rigmarole, you don't even need to sign in either if you don't want to, hit skip sign in after you have hit the contact us button, it will take you to another page where you fill out a little 3 part questionnaire re you problem, at the bottom of that page is 3 buttons, giving your the option to email, telephone or live chat, there is even a section to ask for a call back...

 

mrbrooks

[snowdragon]

mrbrooks thanks for that but I do not get that at all, I clicked the link you gave me, it took me to my account, got no skip button or anything, no section for live chat etc. I looked and looked, the trolley jack has been delivered but not to me or anyone where I live as have asked

[mrbrooks]

Hi Bobcat I gotta go out now buddy, but the help me button is usually on the bottom of the page, you could sign in and then sign out of the account using the sign out button, then try the link above...other than this I cant help just now...

 

mrbrooks

[mrbrooks]

Hi everyone, has anyone got any input to my post #1...

 

Thanks all

 

mrbrooks

[mrbrooks]

Now the seller is saying they were given an expedited delivery window of, 4-6 Dec, and therefore they are still within their window, and that if we want to return the item because we have changed our minds then we are liable to pay for the return delivery and possibly other charges...what a crock...

 

Again, thoughts on this please...

 

mrbrooks

[san_d]

If they have given a delivery window and they are still in their window they are right.

 

The contact page is here:

http://www.amazon.co.uk/contactus

[mrbrooks]

Hi san, thanks for the reply, yeah I agreed in principle, but on closer inspection, the email from Amazon, states 'estimated' delivery date of the 6th, not 4-6th, and they made an attempt on the 4th, without notification, they (TNT/Parcel2Go) stated on the 5th they would deliver, and guess what, it never arrived, they claim the driver 'ran out of time' but we found this out only after calling them 2x times. So this brings up to the 6th, so, we waited in again, and guess what, no delivery, the driver 'ran out of time'...

 

So my issues are, the attempted delivery with no notification, the promise of delivery that never turned up and no notification it was not going to be delivered, even though TNT could have called and told us this, then to top it off, the day they should have delivered it, the 6th has been and gone, no delivery, no phone call to say it was not being delivered, a wasted hour on the telephone to find out what was actually going on, and guess what, they had nothing to say cos the driver had not returned to the depot yet, and now they have said they may be able to get it out on Saturday...so, we have had to change our Saturday plans, and hope it actually turns up...

 

It appears to me that TNT/Parcel2Go are a shower of the smelly and watery butt stuff...TNT cannot find out where the driver is, if its going to be delivered, they cant talk to the driver or to us in any detail cos its Parcel2Go who are actually delivering and considering they screwed up the delivery 2 days in a row, you would think they would make a real big effort to get it out on the actual day they promised...

 

On top of this, why is it that we have to deal with 4 different sets of people, contact Amazon, who say contact the seller, who says contact the courier, who said contact the real courier, who then said blarp kloppel dipple snopple dumfp...We should be dealing with Amazon, no one else...

 

So I reckon at the least we are entitled to a refund on the delivery charge and quite possibly a voucher from Amazon...I find the whole thing an utter disgrace, and an appalling way to run a business, and the worst part is that no one is willing to take responsibility for it, Amazon say contact the seller, the seller refused to accept anything was wrong, TNT blamed Parcel2Go and Parcel2Go seem not have a clue about where their drivers are actually going and when, and whether the item in question is actually going to be delivered...and when I asked for confirmation of the Saturday delivery promise, I was told they couldn't provide confirmation (This is TNT) because Parcel2Go are actually doing the delivery, and when I asked why we were talking to TNT then (Oh that's right because its a TNT ticket that's been put through the door and P2GO close at 6) ...What Utter Ball Cocks...

 

Still, its nearly Christmas and I'm looking forward to some turkey and some pigs in blankets and a bit of sherry trifle...and I suppose I will have to give in and let the missus and me mum watch the Downton Abbey Chrimbo Special...

 

mrbrooks

Edited December 7, 2012 by mrbrooks

[san_d]

I see whatyou mean mrbrooks but quite frankly you should have dome your homework. Googling 4zen it comes out the real name of the company is: Volltai Ventures Limited, which has only a postal address and a mobile number. Why would you want to buy anything from somebody you don't know and just a mobile number? Who knows if they have paid TNT to do the job?

[mrbrooks]

Hi San maybe your right, a bit like saying if you hadn't left your front door unlocked I wouldnt have robbed your telly, so its your own fault I'm a criminal, but then I trust Amazon to a degree to make sure they present us with trustworhty and decent sources, this was my real mistake, and of course the purchase was through them, so my contract is primarily with Amazon.

 

So yes I will do more homework in the future and not trust a soul...

 

If 4ZEN are pirates then Amazon can sort it out...and I suspect you are right about TNT too...

 

--EDIT--

 

The thing has just turned up, haha, I said to the guy, i thought it was coming saturday, and he knew nothing about it apparently...anyway Im going to ask Amazon for a refund on delivery charges at least...

Edited December 7, 2012 by mrbrooks

[san_d]

The thing has just turned up, haha, I said to the guy, i thought it was coming saturday, and he knew nothing about it apparently...anyway Im going to ask Amazon for a refund on delivery charges at least...

 

Yes the best thing is to click on the "contact us", select the option contact by phone. They will call you back immediately, you explain the situation, I am pretty sure they'll refund the delivery charges, keep us updated.