Amazon.com Complaint - Messed up my order!
FLORIDA -- Well here is my dilemma with Amazon.com. I as many others have heard nothing but great things about this company and how wonderful they are at providing a product. I suppose that’s what I get for listening to paid commercials, because they are in my opinion not worthy of my dollars let alone anyone elses. Here is my story.
I purchased two books, a planer for woodworking along with a very expensive miter saw, all from Amazon.com. They appeared at the time I placed the order to have cheaper prices on the woodworking tools and I had looked elsewhere for the books, and not been able to find them locally, the appeared to have them, so I placed the order. Shortly after placing the order, within 30mins. I saw the miter saw in a local ad so I went back to Amazons site and followed the never ending links to cancel an order. It stated in the info page that any item available to cancel would have a box to the right column with the phrase” cancel item”. Well I didn’t see this box on any of the items. So I kept looking and looking thinking I had done something wrong and to no avail, I never found this cancel box on any of the items. So I wrote to Amazon asking if I could cancel the order for the miter saw only, they wrote back rather quickly, within the hour, stating that my order had already gone out to the various shippers, and I wasn’t able to cancel the item, but I could gladly return it once it was delivered for a refund. I thought no problem, I keep the saw, the price difference wasn’t that drastic. Shortly after that email I received a verification that the miter saw would be shipped out on the 23 or March and I would receive it around the 30th of March, 7 days later. Included in that email was a Federal Express tracking number. Heck, I was happy, the item had been shipped and I would be getting it in a week, great! I go to Federal Express web site and put in the tracking number and it shows a expected delivery date of March 28th (today’s date) with a delivery time of no later than 4:30PM. I had the items to be delivered to my place of work since I had to be there to sign for the items. So today, I sat and waited for the delivery. Seems I’m never that first person these delivery companies deliver to at the start of their day, I always seem to be the last delivery of the day, just my luck. Regardless I sit and I wait around, I get off work at 3:30PM but wanted this saw to take home today so I waited. 4:30Pm comes and goes, I check the Fed Ex web site to see if it had been delivered somewhere other than to me, nope. 5:00pm comes and goes and I finally call Federal Express. They state that Amazon generated a package number for the parcel, but NEVER arranged for pickup. In other words Amazon never shipped the package as they stated in their email. So I sit and wonder, I go and call my credit card company and inquire if I had been charged the $553.43 for this item, sure enough I had been charged for it. Now the fun begins trying to contact Amazon.com about where the heck is my order. Of course your only recourse is to write then yet again another email. I asked them what happened with my order that they stated in their order email had been shipped? I asked them if the order had been canceled why had I not been notified? If they canceled the order why was I not credited back to my credit card? If the order had been delayed for some reason, again why was I not notified? Lets see, that was at 5:50pm, and here I sit its after 9PM and I’ve not heard a word from them. Funny how they can get right back to you within an hour about canceling an order, but question them about having your money, messing up your order and who knows when I will get a reply.
I fully understand things happen, and I fully understand that sometimes things happen that they don’t have any control over. But this is just a blatant lack of respect for their customer. They dropped the ball big time, have my funds tied up and I cant get a reply, let alone my item I ordered. If they canceled my order, they could of emailed me telling me so. If they had a snag with their supplier, a simple email telling me so would have been all I would ask. If they couldn’t get the item at all, not charging my credit card would be the legal thing to do (I’m checking into the legality of their charging a card before the sale, Florida has some strict laws about that as many states do), sending me an email telling me they couldn’t get the item any longer and again I would have been content.
But to tell me I can’t cancel my order, send me an email telling me the item has been shipped, charging my credit card for the item, and then never shipping it…that’s just wrong, border lines fraud.
I’m sure someday down the road Amazon will refund my money, but that’s only part of the issue. They are a large company that’s suppose to respect their customers and do the right thing. I paid for an item, I expected to receive the item and not be deceived with the expectations of my item being delivered in a timely manor. That’s what their business is built on, supply and demand and providing products we need. I assure you if this had happened to one of the upper level people in that company, they too would be very upset and challenge the business tactics of that company.
Amazon.com has some issues, and they should address them if they plan to stay in business.
So beware of how you are treated by this company and watch closely what they tell you. We all work hard for our money and to just toss it around to someone I trusted is very disheartening. Truly to bad, because I would have enjoyed making additional purchases in the future, but I’m just a small fish in the sea to such a large company. But they lose site of that, it’s the small guy, the small fish in the sea that has made them who they are, and it’s the small fish in the sea that can bring them down as well.
If Amazon does the right thing eventually, I’ll gladly write yet another note saying so, its only fair. I don’t mean to knock someone and not be fair on the other end when they do the right thing and correct the problem. We shall see.