Dear Sirs,*I write to express my disappointment over the way my latest purchase was pro...

GetHuman-gentjan_'s Refund an Order issue with Amazon UK from May 2020

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Dear Sirs,*I write to express my disappointment over the way my latest purchase was processed by yourselves and the product I eventually received.**I shop regularly at Amazon and this purely because of the customer first ethos that Amazon have but on this occasion I regret that I have cause to complain.**I placed the above order on the understanding that it would be delivered on ** May ****, as cited on your website. On completing the order, the money was not taken from my bank balance as it normally is and as was the case with this order (***-*******-*******) which I placed at the same time. I knew this order was placed because I was able to see that the price of the order had been deducted from my bank balance but as the money was not deducted from my account for the above order I had no way of knowing whether this order was placed.**I tried to contact your customer service team to clarify whether the order was placed and to enquire when I would receive the order as your website was showing that my order would now be delivered on ** May ****, which was in itself not acceptable to me because the sole reason for the order on Amazon in the first instance was that it would be delivered on ** May ****. As the money was not deducted from my account instantly in the usual fashion and I had no way of clarifying whether the order was processed I could only assume that the order was not processed and subsequently ordered the same item at Screwfix the next morning which I then had to cancel at a great inconvenience and embarrassment because I learned that the money for the order I had placed the previous evening on Amazon had been deducted from my balance. **The item eventually arrived today and my disappointment over this experience deepened as I discovered that the packaging had been opened previously and the item not being in pristine condition suggesting that the it was not the brand new item that I had ordered and later paid for and expected. Knowing that your customer service team were not available to assist over the phone and there being no quick way of getting hold of you to advise of this situation, I decided to use this item as I was not in the position to wait until I had reached you by email and then wait again for the mistake to be rectified.**I find it shambolic that not only was the order not delivered in the timeline promised but also that the item when it eventually arrived was not the brand new item I had purchased and expected. These factors combined leave a lot to be desired from a customer service perspective which is not to be expected from a global organisation striving to be the worlds most customer centric company.**To make matters worse, I have not been able to get hold of any customer service representatives to raise my concerns either by phone or by email at: *****@***.com or *****@***.com despite both addresses being listed as methods of contact on your website. **In conclusion, I feel let down by this experience and I am deeply disappointed that I have had cause to complain.**I look forward to hearing from you the steps you intend to take in rectifying this situation.

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Amazon UK

Refund an Order issue
Reported by GetHuman-gentjan_
May 29th, 2020 - a year ago
Not resolved
Seen by 12 customers so far
Similar issue to 7584 others
0 customers following this
Items needed
Order number
Billing address
Email address on the account (if applicable)
Name on account


GetHuman-gentjan_ started working on this issue
May 29th, 2020 10:09am

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