Amazon

    Amazon SUCK! The last few weeks I’ve purchased a lot from Amazon, from Light Bulbs to Coffee Makers. My recent experience of them is, when they f*ck it up they really go all out!

    My last 4 Amazon Orders have been a total waste of time & effort.

    1 – DVD

    2 – LINX 1010B

    3 – Coffee & DVDs

    4 – Bluedio Ci3 (Camel) Bluetooth 4.1 Wireless Sports Headphones Sweatproof Running Earbuds with Mic (Silver/Black)

    I’ve wasted enough time complaining to Amazon to convenience & simplicity of buying from Amazon is then wasted on their often pointless customer services.

    So today having put up with far more than is acceptable I tried to close my account. It should be noted he (The Amazon Support Guy) was happy to discuss the account having passed security. But closing the Account required my CARD NUMBER to be verified.

    Update

    Amazon really do know how to make a cockup! So on Amazon said my Item, had been delivered to number 62, to someone called Claire. I went to 62 and they had no idea who Claire was. On The Amazon Rep refunded the order and credited me with £5.00 as way of apology. When asked to close my account, I failed verification. I asked to speak to a manager. Unfortunately the was no manager free – so a call back was arranged! So on They was a delivery. The delivery guy a. did not speak English. Making interaction impossible and b. did not know what the item was, so I had to accept it! Behold! it was Bluedio Ci3 (Camel) Bluetooth 4.1 Wireless Sports Headphones Sweatproof Running Earbuds with Mic (Silver/Black) Now when (as agreed on ) the manager calls me i’ll arrange collection.

    Update –

    As if more proof Amazon suck was needed a second pair of Bluedio Ci3 (Camel) Bluetooth 4.1 Wireless Sports Headphones Sweatproof Running Earbuds with Mic (Silver/Black) tuned up! Again left in a public area! on top of the letter box with no way a disabled person could get them!

    Update – Had Enough –

    Last few weeks I’ve used amazon a lot for a number of things.
    Last week despite having problems I placed a number of orders for > £400 of stuff.
    I’m constantly on the phone to your customer services as the drivers
    constantly leave the items on the doorstep!
    As I’ve explained I’m disabled and need the driver to hand me the item.
    Today the supervisor tried to brush me off with a limited time the driver has to make deliveries. I open the door In < 1 minute, hear them outside
    messaging with paper work. The have 3 seconds to open my door and hand me them item.I purchased prime for deliveries – you’ve failed to do this properly as result I’d like a full refund and you can close my account. Any item left on the doorstep will be returned.

    Update – Closed –

    On a few item where left again on the doorstep. So again I call Amazon and closed my account. The convenience of Amazon is destroyed by having to call them for each delivery.

    Update – Equality Advisory and Support Service (EASS) –

    To Director John Tagawa



    Our Reference Number: 170125-XXXXXX
    Subject: Mr McMorrow, XXXX Sylvan Avenue, London, N22 XXX
    Dear Director Tagawa, I am writing on behalf of Mr McMorrow who contacted our service, the Equality Advisory and Support Service (EASS) for advice on discrimination due to his disability. The EASS provide advice and guidance to individuals on matters of possible discrimination under the Equality Act 2010.
    Mr McMorrow is a disabled wheelchair user, who previously contacted our service on 25/01/2017 regarding the issue he has been having with parcels delivered from Amazon. He advised us at the time that when he has parcels delivered from Amazon the parcels are left on the floor between two doors, due to being in a wheelchair Mr Mcmorrow cannot bend down to pick the parcels up. Mr McMorrow uses Amazon frequently and gets 2 to 3 parcels delivered a week. Mr McMorrow is also always in his home, so he is there when the parcels are delivered.
    When he contacted our service on the 25/01/2017, he advised us that he has contacted Amazon on numerous occasions to inform them that he is a disabled customer who cannot physically pick up his parcels from the floor, due to him being in his home when the parcels are delivered he wanted the delivery person to wait until he reaches the door so that he can be handed his parcels personally. We advised Mr McMorrow in January to send one of our template letters to request this has a reasonable adjustment under the Reasonable Adjustment Duty. Mr McMorrow sent the template letter and,as of yet, as not received a response.
    On 14/08/2017, Mr McMorrow contacted our service again to advise us that the last time the parcels were left on the floor was on the 12/08/2017, he contacted Amazon and was told that the complaint will be raised internally, which he is always told and nothing ever happens. The time previous to 12/08/2017, he spoke to a Amazon advisor who put a disabled flag on his account so that it comes up on his account disabled in brackets, this was in the hopes that it would inform the driver that extra time may be needed for Mr McMorrow to reach his door. So far, having the disabled flag as not worked either. Due to not receiving a response from the template letter he sent, and also the continuation of leaving the parcels where he cannot reach them, I am now writing to you regarding this matter with a view to resolving this issue for Mr McMorrow.
    Within the Equality Act 2010, a service provider has a duty to make reasonable adjustments for an individual who is at a substantial disadvantage due to their disability compared to a non-disabled individual in the same or similar situation. Under the Reasonable Adjustment Duty, service providers are required to comply with the following adjustments:

    * Provision, criterion or practice (PCP): this is not defined by the Act but should be construed widely so as to include, for example, any formal or informal policies, rules, practices, arrangements or qualifications including one-off decisions and actions.
    * Physical Features: for example, steps, stairways, kerbs, exterior surfaces and paving, parking areas, entrances and exits, internal and external doors, gates, toilet and washing facilities, lighting and ventilation, lifts and escalators, signs. This is not an exhaustive list.
    * Auxiliary Aids and Services: which provide support or assistance to a disabled person. It can include a special piece of equipment, extra staff assistance to disabled people, induction loops or infrared broadcast system, audio-visual alarms etc.

    The duty to make adjustments requires service providers to take such steps as it is reasonable to have to take, in all the circumstances of the case, in order to make adjustments. The Act does not specify any particular factors that should be taken into account. What is a reasonable step for a service provider to take will depend on all the circumstances of each individual case.
    If it is reasonable for the service provider to make an adjustment then it must be made. A failure to comply with this duty could be unlawful under the Equality Act.
    If you are able to look into this matter, at your earliest convenience, with a view to a resolution for Mr McMorrow, we look forward to your reply. Alternatively, you may wish to contact Mr McMorrow yourself to discuss this issue.
    Regards
    Jayne
    Equality Advisory Support Service (EASS)

    Close Amazon Account –

    I closed my Amazon Account

    Close Amazon Account

    Update – Won’t Update –

    On Amazon charged £6.00 to my card. This means Amazon had kept my account details after I closed my account. Whats more annoying my Kindle will no longer update.

    Update – Closed Again

    One again. Amazon suck. I ordered tesa 05395 Draught Excluder P Profile Aaccording to the Amazon Website, it was handed to the resident. I can assure you it was not.

    As a result of Amazon Logistics inability to do any job I’ve removed my Payment Info from the amazon website. In the past month I’ve spent £678.78 with Amazon, mostly as it’s simple! The simplicity is lost having to fight with stupidity of Amazon Logistics I have made complaints. I had “{DISABLED}” added to my address, so drivers knew I was disabled. Nothing worked.

    Update – One Day

    Parcel was handed to resident The Item was reported as Parcel was handed to resident so not only are Amazon Drivers useless, they lie.

    Reality….

    The Item on the door mat.

    Update – Email

    Shalini

    sent me an email. Can’t respond tho getting
    554 SBRS score too low http://www.senderbase.org/ 554 5.0.0 Service unavailable
    funny thing I use AMAZON AWS SES

    Update – £20 Compensation

    Message From Executive Customer Relations
    Dear Mr. McMorrow, My name is

    Shalini

    and I represent Executive Customer Relations within Amazon.co.uk and in this capacity, your social media post has been brought to my attention.
    I tried to call you on 077XXXXXXXX today but I was not able to reach you so I left a voicemail message. I am sorry to have missed you. I am sorry to learn of the issues experienced in relation to the delivery of your order #026-26XXXXX-2018752 via Amazon Logistics. We continually monitor the service provided by our carriers and take complaints of this nature very seriously.
    We have raised the incident with the senior management of the carrier in question.
    When investigations are made, it can be necessary to contact you for
    further information. These investigations are undertaken by the carrier who handled your shipment. Can you please confirm that you give consent
    to us passing your contact details to the carrier for investigation purposes. Please reply directly to this email ([4]ecr-amzl-replies@amazon.co.uk), marking the subject line for my attention.I look forward to hearing from you soon.

    UPDATE – Email AGAIN 2

    Another voicemail! again no contact info!

    Update – Compensation done wrong –

    Its would take a special kind of stupid to mess up a compensation order. Amazon are special.

    Firstly this £20 offer is insulting. I spend £000’s and you make this “offer”
    However I knew Amazon wouldn’t have fixed a thing.
    A few day I used a dash button to order mouthwash. It was delivered and once again left on the doorstep!
    Amazon don’t have a clue what they are doing. A senior director calls me to resolve this or I take legal action for breach of Equality Act 2010

    This email was rejected as the From address does not match that on the account.
    Now I’m a geek, the From line of an email can be forged! and is not sufficient verification of the account.

    Update – £10 Compensation –

    Hello Daniel,
    My name is Katherine, I am part of the Management team here at Amazon.co.uk, we spoke on the telephone earlier, thank you for taking the time to speak with me today.
    Firstly, please accept my sincere apologies for the unfortunate issues you have experienced with the delivery of your order. I am sorry to hear of the poor service that you have received from us and in particular, the delivery service from Amazon Logistics.
    Thank you for taking the time to inform us of this matter. Please know that it is very important to us that our customers receive their orders as expected and we understand the disappointment and inconvenience caused by these events.
    I can assure you that I have informed senior management in our Transportation Department of your experience. This matter will in turn be highlighted to senior management in Amazon Logistics to ensure that this is fully investigated. We truly value this kind of feedback, as it helps us continue to improve our website and provide a better service to our customers.
    I’ve requested a refund of £4.50 to your Gift Card balance. When you use a gift card to pay for an item, we refund back to your gift card. This amount will be processed to your Gift Card balance within 1 business day. The original expiration date will still apply to the gift card funds.
    I’ve also applied a Gift Card in the amount of £10.00 to your account as a gesture of goodwill. You can use this towards a future order on the Amazon.co.uk website.
    You can check your Gift Card balance at any time by going to the “View Balance” in the “Payment & GC” section of Your Account
    We understand that this was not a perfect transaction and regret that you are dissatisfied with our service and we see no justification for providing you any further goodwill gesture or compensation.
    I appreciate that this is not the answer you were looking for, but I will not be able to make any exception on this occasion.

    The above it total rubbish. I’ve made endless complaints and not once has a senior management in Amazon Logistics called me to discuss the issue.

    Update –

    Dear Mr McMorrow
    My name is Chris Rowe, I am part of the Executive Customer Relations team here at Amazon.co.uk, we spoke on the telephone earlier, thank you for taking the time to speak with me today.
    I was glad to hear that your deliveries are being carried out as agreed and that you are happy with the outcome.
    We will close this off for now, but should you have issues with deliveries again please revert back and we will be happy help you.
    Did I restore your trust in Amazon?
    If yes, please click here:
    XXX
    If no, please click here:
    XXX
    Chris Rowe

    Update –

    My package can’t be on the floor?

    Update

    Hello Daniel,
    My name is

    Adil

    from the

    Amazon Management Team

    . I’m very sorry to hear of the distress caused by the incident involving one of our delivery associates. This individual driver failed to meet the high service standard we set for our customers. I’ve forwarded details of this incident to the appropriate delivery provider, for your local area within Amazon Logistics Warmest regards

    Adil J.

    Update –

    Update –

    Send your Contact Information to Amazon for Social Media

    12 Hours is a lie.

    Send your Contact Information to Amazon for Social Media

    Update –

    Dear Mr McMorrow
    My name is

    Damien Purtell

    and I work within

    Amazon Executive Customer Relations.

    I am sorry to hear that you have continued to experience delivery issues after including delivery notes to state you are disabled and require packages to be handed directly to you.
    I have raised this issue for investigation with the delivery station and we have a process in place for instances such as this where important delivery instructions are not being followed. I have initiated this for your account, and as soon as it is in place I will be in contact with a further update. This can take up to 3 – 5 business days, but I will ensure I personally follow up as soon as I have a response
    Thank you for your patience.

    Update –

    Dear Mr McMorrow
    This is

    Damien

    from

    Amazon Executive Customer Relations.

    I wanted to let you know that I am still working on the issue you have been experiencing with our delivery station.

    We have a process in place for issues such as this

    , but due to the number of requests it can take some time for it to be implemented. I have chased this today for you. As soon as there is an update, I will be in contact and we can then monitor any deliveries made after this process has been implemented to be sure it was successful.
    I look forward to being in contact again soon.

    Damien Purtell

    Executive Customer Relations
    Amazon.co.uk

    I have lost count the number of times I’ve asked for a PHONE CALL.

    Also We have a process in place for issues such as this – This line is amusing.

    Update –

    Dear Mr McMorrow,This is

    Damien Purtell

    from

    Amazon Executive Customer Relations

    .
    I tried calling this afternoon, but I was unable to reach you. You should have a voicemail from me to confirm this.
    I wanted to let you know that I have received an update from our delivery station, and we have now implemented a process which we have in place for repeated egregious customer delivery issues.
    As such, going forward, whenever there is a delivery to be made to you, our delivery station manager is notified and they will brief the delivery associate on the importance of following the associated delivery instructions.
    The instructions we have added are that you are disabled and cannot pick up packages. All deliveries are to be handed to you directly, or placed where you request.
    I’m going to monitor your next few deliveries to ensure that this process has been successful, and if not can take any remedial actions. Please be assured that I will continue to work with you until we are certain you are getting the delivery service that we would expect.
    As a gesture of goodwill I’ve applied a Gift Card in the amount of £30.00 to your account. You can use this towards a future order on the Amazon.co.uk website.
    You can check your Gift Card balance at any time by going to the “View Balance” in the “Payment & GC” section of Your Account, or clicking the following link: https://
    For more information on Gift Cards, visit the following link:
    https://
    Once again, I apologise for any inconvenience this has caused you and I am truly sorry that your experience of doing business with Amazon.co.uk on this occasion has been a negative one.

    Did I restore your trust in Amazon?
    If yes, please click here:
    If no, please click here:

    Damien Purtell

    Executive Customer Relations


    Amazon.co.uk

    The gesture of goodwill Is an insult, The Amazon Pantry order that was left on the doormat was for £88.68 The Amazon Pantry order of was £78.95
    repeated egregious customer delivery issues.
    This is a ridiculous assertion to make. One, Two, maybe three issue is
    egregious 4 years on Delivery issues is incompetence
    The email does not address the lies of dillery agents who record the delivery as Parcel was handed to resident
    Social Media (Facebook/Twitter) Ignoring me, The Ignored/Unanswered email to John Tagawa

    Update –

    So spoket a very very dim Amazon Support Rep via the call-back.
    She was clearly being trained. Raised a call-back from ECR with in 48 hours. She was due to email what she had done, but an hour later no email. I am getting the impression Amazon think i’ll go away.

    Update –

    Dear Mr McMorrow
    This is

    Damien

    from Amazon Executive Customer Relations. Thank you for taking the time to speak with me today.
    I would like to apologise again for the poor experience you have had with the delivery of your orders. I understand this has gone on for a much longer time than is acceptable and previous attempts to assist have been unsuccessful.
    In the past, I can see that a note was added on to state you were disabled, and further when I spoke with you previously, I added notes stating that you are disabled and all parcels had to be handed to you and not left on the floor or outside.
    We have a recently launched process in cases where delivery instructions are repeatedly missed. Prior to adding you to this process, we had to take the steps
    I took in March and add a detailed delivery instruction, and where that failed we can then add you in to this process. As discussed, with the process now in place, any time you place an order, the delivery station manager is made aware of it on the date of the delivery so they can brief the delivery associate on the fact that following the delivery instruction is imperative, and this has been a robust process with great success.
    I am happy to monitor your orders for a period until we are sure of success, and if you do have any further issues, you can contact our managing director’s address directly – managingdirector@amazon.co.uk so your contact will be passed directly to my team and not handled by anyone else.
    I hope you’ll understand that we don’t compensate for issues such as this as we prefer to work to resolve inconsistencies in our processes and those of our carriers, and as such the goodwill gestures issued by myself this week and colleagues previously would be the most we could offer in this situation. The £30 Gift card I applied on Monday remains in your balance if you would like to use it to test the new process for your deliveries.
    I’m sorry that you felt the need to seek legal advice in relation to this issue.
    Once our Legal Department receives notification of the issue from your Solicitor, they will respond to them directly. Once again, I apologise for any inconvenience this has caused you and I am truly sorry that your experience of doing business with Amazon.co.uk on this occasion has been a negative one.

    Abused

    I again another item was left on floor. All I got from the Amazon Facebook page was abuse…

    Abuse

    Update Delivered

    Your package was left near the front door or porch.

    Your package was left near the front door or porch

    Pointless

    Definition of insanity is doing the same thing over and over and expecting a different result

    You call

    Amazon

    on 0800 279 7234 and they simply can’t help. They have no inter department coopration. Pointless

    Pointless Excuse

    An EMAIL!
    stupid

    Pointless Excuse

    Dear Mr McMorrow
    My name is

    Tarik Cherkaoui

    and I work within

    Amazon Executive Customer Relations.

    I’m sorry to hear that your order was left unattended. I’ve requested that the delivery station review why this incident took place and what we can do to ensure it doesn’t happen again.
    I hope to be able to update you within the next 24 hours. Thanks for allowing us to work through this issue with you. We hope to see you again soon.
    [SNIP]
    Warmest regards Tarik Cherkaoui
    Amazon.co.uk
    stupid

    Unloved

    Failure to Adhere to Instructions

    Dear Mr McMorrow
    Thank you for contacting us about your delivery issue, and for taking my call today.
    As I advised on our call, as the previous instruction has not been adhered to, I am working with the delivery station to ensure that it is adhered to, moving forward.
    Unfortunately, we do not compensate for these incidents as we prefer to work to correct any inconsistencies in our processes and those of our carriers.
    We offer our sincere apologies for any inconvenience caused by our third party delivery partner’s failure to adhere to the instruction previously set, while delivering order #202-4145517-8392343.
    Our Conditions of Use and Sale are located at the following link:
    https://www.amazon.co.uk/gp/help/customer/display.html/ref=ap_frn_condition_of_use?ie=UTF8&nodeId=1040616
    With regard to your data request, the majority of your data can be accessed instantly online through your Amazon account by clicking on the “Your Account” tab.
    From your account, you can also modify or update your personal data at your convenience.
    If you require further personal data, you can log into your account to verify your identity and submit your request. You can submit this request through our automated system:
    https://amazon.co.uk/gp/privacycentral/dsar/preview.html
    For further information, please go to our Privacy Help page:
    https://www.amazon.co.uk/privacy
    Thanks for allowing us to work through this issue with you. We hope to see you again soon.
    Did I solve your problem?
    [SNIP]
    Warmest regards
    Tarik Cherkaoui
    Amazon.co.uk
    stupid

    13. OUR LIABILITY

    We will do our utmost to ensure that availability of the Amazon Services will be uninterrupted and that transmissions will be error-free. However, due to the nature of the internet, this cannot be guaranteed. Also, your access to Amazon Services may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction. Amazon will not be responsible for (i) losses that were not caused by any breach on our part, or (ii) any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure), or (iii) any indirect or consequential losses that were not foreseeable to both you and us when you commenced using the Amazon Services. We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your legal right to have goods sent or services provided within a reasonable time or to receive a refund if goods or services ordered cannot be supplied within a reasonable time owing to a cause beyond our reasonable control. The laws of some countries do not allow some or all of the limitations described above. If these laws apply to you, some or all of the above limitations may not apply to you and you might have additional rights. Nothing in these conditions limits or excludes our responsibility for fraudulent representations made by us or for death or personal injury caused by our negligence or wilful misconduct.
    LIABILITY
    If you require further personal data, you can log into your account to verify your identity and submit your request. You can submit this request through our automated system:
    How do we recognise a request?
    The GDPR does not specify how to make a valid request. Therefore, an individual can make a subject access request to you verbally or in writing. It can also be made to any part of your organization (including by social media) and does not have to be to a specific person or contact point.
    A request does not have to include the phrase ‘subject access request’ or Article 15 of the GDPR, as long as it is clear that the individual is asking for their own personal data.
    This presents a challenge as any of your employees could receive a valid request. However, you have a legal responsibility to identify that an individual has made a request to you and handle it accordingly. Therefore you may need to consider which of your staff who regularly interact with individuals may need specific training to identify a request.
    Additionally, it is good practice to have a policy for recording details of the requests you receive, particularly those made by telephone or in person. You may wish to check with the requester that you have understood their request, as this can help avoid later disputes about how you have interpreted the request. We also recommend that you keep a log of verbal requests.

    Failure to Adhere to Instructions – eMAIL 2

    Dear Mr McMorrow
    Thanks for your response. As I advised on our call, the

    Executive Customer Relations Department

    is the most senior department to which an issue may be escalated within Amazon.co.uk. This department liaises with customers on behalf of Amazon’s most senior business executives, including the Amazon.co.uk Managing Director, the Director of Customer Service, and our CEO. Any correspondence or requests to call will be actioned by the Executive Customer Relations Department.
    As you have indicated that you will not submit the request via the process previously outlined, I have forwarded your request to our Data Specialist team.
    Thanks for getting back in touch. We hope to see you again soon.
    Did I solve your problem?
    [SNIP]
    Warmest regards
    Tarik Cherkaoui
    Amazon.co.uk

    Published by

    Daniel McMorrow

    36 Year old disabled geek,