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Nhumrod
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Location: Scotland
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| Posted: 25 November 2010 at 3:29pm | IP Logged
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This is why I shop with Amazon, even if I can sometimes get an item marginally cheaper elsewhere!
I ordered a SAN storage textbook from them before I went away on hols last week. The book was delivered by DPD while I was away, and instead of leaving a card, they left the book (in cardboard packaging) on my doorstep, in the cold and rain.
I came back to a water damage book (rippled etc, but still useable), so I told Amazon I wasn't happy with the delivery company, but not to worry about a replacement as it was only a textbook. Here's their response (received within 3 hours!):
Amazon wrote:
Thank you for contacting Amazon.co.uk.
First of all, please allow me to apologise for the issue you have experienced with this item. I have placed a new order #xxxxxxxx for "Information Storage and Management: Storing, Managing, and Protecting Digital Information: Storage Technology", and it will be dispatched as soon as possible to the same address.
As your order was placed using our Super Saver Delivery method, I have now upgraded your replacement to First Class to ensure you receive it as soon as possible, at no extra charge to you.
I can understand that the additional wait may be wearisome and that were unable to meet your expectations, however, your patience and understanding on this issue is greatly appreciated and essential in speeding up the process of having your item delivered.
There will of course be no additional charge for your replacement order. Once the new order is sent out you will be notified by e-mail to confirm the date, contents and method of delivery.
When sending a replacement for a damaged item, we usually request that you return the original item. However, since the item was badly damaged we ask that you keep the original item with our compliments.
Furthermore, I am very sorry to hear that you are not satisfied with the service from our carrier. We take full responsibility for the delivery of our goods from start to finish and take complaints of this nature very seriously. We replace any items lost or damaged during delivery at a cost to ourselves and monitor our carriers very closely. We realise this incident reflects negatively upon Amazon.co.uk and the feedback that you have provided will be used in reviewing the service provided by Yodel. Thank you for taking the time to contact to us and to bring this to our attention.
Please accept our sincere apologies for your trouble. Thank you for your patience and understanding.
We hope to see you again soon at Amazon.co.uk
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How awesome is that for customer service?!?!
Edited by Nhumrod on 25 November 2010 at 3:30pm
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Sirwomble
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Occasional Table
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Location: United Kingdom
Posts: 6687
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| Posted: 25 November 2010 at 3:42pm | IP Logged
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Very impressive tbh. 
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dazzy
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Wom’s Bitch
Joined: 31 October 2010
Location: United Kingdom
Posts: 316
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| Posted: 25 November 2010 at 9:53pm | IP Logged
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just bookmarked amazon 
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Phantom
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| Posted: 25 November 2010 at 10:25pm | IP Logged
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Already shop with them ;)
When we had a Sat-Nav delivered once from Amazon, we were on Holiday and the Delivery man hid it in our front garden, which is right next to a busy main road. We told Amazon about it and they gave us £20 of vouchers, even though we got the Sat-Nav safe and sound!
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greg
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Location: United Kingdom
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| Posted: 26 November 2010 at 12:15am | IP Logged
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Was the delivery from Home Delivery Network (HDNL) per chance? My last couple of free delivery Amazon orders have been shipped via them. The first was very problematic, took longer than even the max advised super saver delivery time, and then eventually arrived and was also left outside (although found intact by me under a bush).
The second at least was problem free but I was in the house to receive it - who knows where it would have been left otherwise! But there seem to be numerate complaints about HDNL from Amazon customers. Good to know Amazon will at least promptly investigate and resolve problems like yours. I suspect the best resolution would be to stop being tight and use a better freight company (Parcelforce, DHL etc) rather than the HDNL cowboys...
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greg
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| Posted: 26 November 2010 at 12:16am | IP Logged
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Oh and presumably the new replacement will shortly be available on Ebay, if the original damaged book is still useable? 
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Nhumrod
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| Posted: 26 November 2010 at 2:54am | IP Logged
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lol - nah, ill be giving it to one of my colleagues as i bought the 1st one on expenses anyway. Were going to be supporting SAN storage soon...
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greg
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| Posted: 26 November 2010 at 9:57am | IP Logged
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Ah - fair dos.
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Darthbaz
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| Posted: 26 November 2010 at 7:44pm | IP Logged
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Amazon use City Link here and it's terrible , parcel was delivered when we were not in despite us notifying Amazon after a previous failure and arranging a time , rang up depot to arrange a pick up , arrived after a 23 mile trip to find they had sent it out again on the van , then they lost the item and after a few days we got a refund....does not really inspire me to use Amazon again till they change back to the good old Royal Mail never had any problems with them!
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Nhumrod
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| Posted: 29 November 2010 at 12:01pm | IP Logged
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I think if you send 1st class it goes royal mail, supersaver is whatever they can get cheap in your area...
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Darthbaz
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| Posted: 29 November 2010 at 5:45pm | IP Logged
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Cos I forgot to cancel the trial we have Amazon Prime...it WILL be cancelled next time!
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|SFH| Sent From Hell :: Community Forums : The Lounge
Topic: Why I shop with Amazon
