You're now connected to Amazon from Amazon.co.uk
Me: Hello.
Amazon: Hello, my name is Aman. How may I help you?
Me: Trying to find the status of a delivery that was supposed to be here yesterday.
Order #
***-*******-*******
Amazon: I am really sorry that you have not yet received your order, I will certainly sort out the issue in best possible way.
Please confirm me that the item is " Game of Thrones - Season 4 with Bonus Disc (Amazon.co.uk Exclusive Limited Edition) [Blu-ray] [Region Free] "?
Me: yes
Amazon: Thank you for confirmation.
Please allow me couple of minutes to check .
Me: ok
Amazon: Thank you for waiting.
Me: no problem
Amazon: I am really sorry that you have not yet received your order,I have checked and see that the order was shipped out to you in time and it seems to be like there is an unforeseen delay to deliver your order.I'd like to apologise for this and to help make up for the inconvenience,I will issue refund for delivery charges you paid.
Would you mind to wait till Wednesday, 4 March 2015 as this is the maximum we ask you to wait as you might receive the order much sooner than that,or you need the item urgently?
Me: Well, the Bonus Disk is a Limited Time only item. That's why I ordered it and am wanting this version of it. I also have another order, a pre-order with you and I hope that you can do something about the delivery, expedite it as well?
Amazon: If I understand correctly you are talking about expedited delivery for your pre order item?
Me: and I also want to be guaranteed that I can get the current Limited Edition.
After it left Royal Air Mail which carrier in the United States did the Game of Thrones or get handed off to?
Amazon: I do understand that the item is limited Edition and you should get it on time but as you may know, being an online retailer we rely heavily on our carriers and any events beyond our control such as this reflects badly on us. We take such reports seriously and extensively work on carriers which are not successful in delivering within the stipulated time and I am sorry for any inconvenience it has caused to you in this regards.It is handed over to carrier "ASENDIA_PACKET" and its our experience that order arrives shortly after estimated delviery date.
Me: I've never heard of Asendia Packet. Can you please confer with them what the status is?
Amazon: I am sorry but as they are non trackable carrier we can not trace the exact location of parcel.
Me: Why would Amazon send a package through some no-name-recognition carrier that doesn't or can't track packages? That makes absolutely no practical business sense.
Can you re-ship it and make sure it goes through FedEx or UPS this time?
Same goes for the next order...
Amazon: I am sorry for the incontinence happened to you but carrier is choose automatically at the time of dispatch and we do not have manual control over them and as the item is not available with us so we won't be able to send replacement for you.
Me: So, you're telling me, that you can't replace the item that was lost because you use an untrustworthy carrier? YOU NEED TO REPLACE THIS ITEM!
Amazon: I am sorry for the inconvenience happened but as the item is not available in stock with us I can not send you replacement or else I can send the replacement straight away.
Me: I ordered this item because it was only available through you.
Now you're telling me that I'm not able to get it because you didn't order enough and that you use untrustworthy carriers?
How do I know that this won't happen with my next order, which is also a Limited Edition as well?
What are you going to do to make this up to me?
Amazon: I understand that and I will forward this to concern department and ask them to make sure that you will receive your next order on time also I will add note on your account so that it will get reviewed when your next order will dispatch.
Me: No, you answered this "call" you take responsibility and come up with a solution yourself, don't pass it off. Nothing ever gets settled when blame or responsibility shifts from one person to anther.
What will YOU do to make this customer happy?
Amazon: To make up with the inconvenience happened to you I will apply promotional gift certificate of GBP 5 on your account which you can sue on your next order for the item sold and fulfilled by amazon.
Me: 5 pounds is not acceptable!
You need to fix this, and now.
I just googled Asendia Packet and they are a Trackable Service. I want you to call them and find my package!
Amazon: I do understand the inconvenience you facing and if I would be at your place I will also face the same to make up with inconvenience the best I can offer you is GBP 10 promo.And as Asendia packet is carrier we use for our international deliveries to USA that's why we can not trace it.
Me: No, I want my order. As you said Asendia is NON-TRACKABLE.
They do track packages!
You need to call them as you are the retailer, you have more pull with carriers and CAN get info from them. More than I can.
Amazon: I am sorry but I can not contact the carrier as I am not authorize to do so.And at the time we handed over the parcel to Asendia they do not give any tracking information to us that's why I said that they are non trackable and we can not trace them.
Me: Then get a supervisor, they ARE authorized to contact the carriers!
Amazon: I do understand that Asendia packets is trackable carrier as most of the carrier have both trackable and non trackable service and one with which we have dispatch your order is non trackable that's why I said we can not trace them if there is any option to call them and trace your parcel and ask them to deliver it today I will do that for you and I can transfer your chat to my supervisor but they will also say you the same.But if you still wish I can transfer this caht to my supervisor.
Me: You CAN call the carrier and inquire about a package that they received to be delivered.
You realize that you are contradicting yourself now...
Amazon: Please try to understand I am not authorize to call them otherwise I would be more than happy to that for you.
Me: Fine, get me a supervisor.
Amazon: Sure,I am transferring your chat to my supervisor please allow me a minute.
A Customer Service Associate will be with you in a moment.
You're now connected to Amazon from Amazon.co.uk
Amazon: Hello, this is Neelesh one of the team leads with amazon.co.uk customer services.
Me: Hello.
Amazon: Thank you for being on chat.
Me: Thank you for "speaking" with me.
Amazon: K****, I am sorry to hear about that you have not received the item and it supposed to be delivered by yesterday only..
Me: 2 days now it is late.
It doesn't matter if it is only one day late, late is late.
Amazon:K****, I do agree on that.
However I have checked that this item we have dispatched via non trackable method.
Me: I understand, however...
Amazon: and we dont have any option to contact the carrier.
Me: You can call the company and talk to them and they can give you a status update
You can use a phone.
Amazon: K****, If there would be any possibility to contact them via phone my colleague would have done this for you.
Me: Asendia USA
Asendia USA
Headquarters
701C Ashland Avenue
Folcroft, PA 19032
USA
Tel: 1.800.MAIL.287 (624.5287)
info.usa@asendia.com www.asendiausa.com
there you go.
Why am I doing your job for you?
Amazon: K****, we dont have any option to contact the carrier, neither via email nor via address.
Me: I JUST GAVE YOU OPTIONS TO CONTACT THEM!
I called them just now, they said to contact you, which I already am.
they also gave me this email to give to you to try and track the package:
track.uk@asendia.com
Amazon: K****, as my colleague has already mentioned that this package we have dispatched via non traceable method.
Me: Look, all I want is the Limited Edition Item I ordered from you over a month ago.
Amazon: K****, In this situation I would suggest you to please wait and there is a possibility this item should be delivered to you .
Me: You have 3rd party sellers selling it. Request/requisition it from one of them and send it to me.
Also, I want a tracking number for my other order that is also a Limited Edition that only you sell, that that is a pre-order.
Amazon: K****, that would not be possible for us to ask the seller to deliver the item to USA however if you want to may go ahead and place a new order
Me: Why would Amazon use a non-trackable shipping carrier? That is just idiocy.
No, I will not pay the scalper prices that they are asking for.
Amazon:K****, for the small items we generally use the non-trackable services.
Me: Well, maybe you should so that issues like this don't happen.
Amazon: K****, We really appreciate your feedback and I will definitely pass on this feedback for review.
Me: Ok, look, this issue needs to be resolved now. And also there needs to be a guarantee that this will not happen with my next order wish is to ship out in April!
No, you are staying and taking care of this!
Amazon: K****, for your next order I will request the fulfillment center to send out the package through the trackable method.
Me: I want Release date delivery as well, along with the 10 or 15 pound credit that the previous rep said. I also want shipping charges dropped from the next order.
Amazon: K****, If you have been promised for the GBP 10.00 credit to your account I will that to your account right away.
Me: I also want a complete refund, ONLY if you cannot send me a replacement copy of this order.
Amazon: Alright I am going to refund the money for this order and I will also apply the GBP 10.00 promotional gift certificate to you.
*your account
Me: Do you know why I ordered this from you?
Amazon: K****, I would like to know
Me: Because in the USA, The Content on that Single Bonus Disk was slipt across 3 (THREE) different retailers. I'd have had to buy it 3 times over here just to get everything that should have been included. And now that I am not getting this from you (Amazon) I cannot get that bonus content from our retailers anymore as they are now long sold out!
Amazon: K****, we are extremely sorry for that however there is a possibility this item still can be delivered to you because this item is still in transit somewhere.
Me: Ok, so then wait on the refund if there is a chance that I can still get it.
However, If it isn't here by the end of next week....
March 7th, I will ask for a refund.
Amazon: K****, Sure you may wait and if you dont get the item we will definitely process the full refund.
However for now I am issuing the promotional gift certificate of GBP 10.00.
Me: Thank you, I'm sorry, if I came off as obnoxious or disrespectful, it is just very aggravating and it seems like Amazon doesn't much care.
About the Interstellar Pre-Order, can you guarantee Release-Date Delivery? I do not want to have to go through this all over again. As I said, this item is also a Limited Edition.
Along with tracking and NO shipping costs, please.
I've been an amazon customer and an Amazon UK customer for about 5 years now and this is the first time something like this has happened.....
Amazon: K****, I can certainly understand the level of frustration and I will request the fulfillment center to dispatch your next order through trackable method.
Me: What about Release Date Delivery and no shipping?
Amazon: K****, I would suggest you t item dispatched first, once it will be dispatched we will refund the delivery charges.
Me: ok, thank you. and Release Date Delivery?
Amazon: if I will do any changes with the pre order item this may affect the release day delivery.
K****, that would be delivered as per the release date.
Me: So, you guarantee that I will get Interstellar on March 30th?
Because as of right now, it says Delivery will be April 8th through the 13th.
Amazon: K****, I have checked your order and found that we have already given you the estimate delivery date in between 8 April 2015 - 13 April 2015
Me: Yes, I know that. I want it on Release date, soi that if for some reason, this happens again, I can still get in to customer service and make sure that I get the Limited Edition.
Amazon: K****, I have checked that for this item" Interstellar (Limited 2-Disc Digibook Edition) Blu-ray Region Free" you are not eligible for release date delivery.
Me: Why not?
You can override it!
Amazon: K****, If there would be any possibility I would have done this as well for you.
Me: Is there someone who can?
Not for nothing, but after this issue, I don't trust amazon to be able to replace the next one if this happens again.
Amazon: K****, I am afraid no one has an authorization to do.
Me: Why not, Amazon USA branch can do it. I've requested it once from them and they had no issue doing it for a pre-order.
Amazon: K****, this order is going to deliver to you from UK
Me: I know that, I ordered it from amazon.co.uk...
Amazon: that is why it is not possible otherwise as I have mentioned it we dont have any issues to do that.
Me: You can do overnight delivery or next day delivery or two day delivery. Can you please bump it up to one of those?
Amazon: K****, In this situation there is a possibility if I will make any changes with order it may affect the delivery date and it can be delayed.
Me: How does expediting delivery make it to become late? That makes no sense.
Amazon: K****, this may happen with the preorders
K****, Still if you want I can try it.
Me: All you need to do is change shipping method, you don't need to alter the actual order.
Amazon: K****, I am also talking about the same that if I will make any changes even with the delivery method it may affect the delivery date.
Me: fine, leave it.
Obviously, you guys over there can't do anything right. I'll contact amazon UK back either way if I get my package or not...
Hopefully, this debacle doesn't happen again with my next order!
Amazon: K****, I am also hoping for the best and I have contacted the fullfilment center for your order.
Me: Me too. And the Fullfillment center for what issue?
Amazon: for dispatching the item with trackable method if possible.
Me: It had better be possible!
Amazon: K****, I can understand that , now I have contacted the fufillment center and now I am going to apply GBP 10.00 promotional gift certificate to your account.
K****, I have applies the GBP 10.00 promotional certificate to your account.
Me: thanks....
Amazon: Is there anything else I may help you with?
Me: -__-
Amazon: Your welcome.
Me: Well, considering you didn't really help me at all... no...
Amazon: K****, I have tried my level best in best possible way to help you.
Me: I really don't think you did all you really could... but thank you for tolerating me.
Amazon: K****, I am really sorry that I could not have been helped you upto your level of expectations.
Is there anything else I may help you with?
Me: no. not that I can think of.
Amazon: K**** , Thank you for contacting, take care have good time ahead.
Amazon from Amazon.co.uk has left the conversation.
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Here is the complete conversation.
I deleted the other posts like I said I would.
I only removed my name and the order number from this. Otherwise everything is exactly how it was in the chat.
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