Amazon

    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

    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

    Unloved

    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

    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 cooperation.
    Pointless

    Your package was left near the front door or porch.

    Your package was left near the front door or porch

    Abused –

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

    Abuse

    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.

    Update –

    So spoken a very very dim Amazon Support Rep via the call-back.
    She was clearly being trained. Raised a call-back from ECR within 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 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 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 –

    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.

    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.

    Send your Contact Information to Amazon for Social Media – 12 Hours is a lie.

    Send your Contact Information to Amazon for Social Media

    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.

    My package can’t be on the floor?

    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

    Published by

    Daniel McMorrow

    37 Year old disabled geek,