firstborndragon (firstborndragon) wrote in bad_service,
firstborndragon
firstborndragon
bad_service

Amazon.ca FAILS!

Round ONE (three or four years ago):

I order 2 DS games. Game one is in stock. Game two is pre-ordered for the next week. I pick the free shipping option, knowing the games would be mailed in a week, when both were in stock. No big deal, I'd been hunting that pair quite some time, one week was no big deal, or so I thought.

Release date for game two comes and gose. No delivery notice. TWO weeks after game 2 was released I start investigating.
Both games are in stock on the website. Odd.
No emails about a shipping date change. Double odd.
So I login to my Amazon account, and hunt around there. I discover, the shipping date has been moved from the 2nd last week of Aug to..

End of Oct/Start of Nov.

Well of course, I am ticked. I spend the next week and a half or so emailing Amazon back and forth trying to get answers. First I get a totally usless form letter. Then a message totally irrlevent to the problem at hand. Eventually I get a message saying I need to call them.

So I call the next day. About a month after my game's shipping date. I get a guy on the phone, go though the order details and all that jazz, and get told the reason they haven't shipped my order yet?

Game one, the game that has been in stock since I ordered it over a MONTH ago, is out of stock. I ask why the game is still listed as in stock on the site. And HAS been listed as in stock since I ordered it.
The guy has no answer.

I ask him what they're going to do about it. He says there's nothing they can do. So I tell him to cancel the order. He can't. I have to go to the website and cancle. Things come up, so I don't get a chance to that night. Next day I go to cancel, and discover...

They've gone and shipped game two without game one. I don't know if it was because they were jerking me around so much, or because I threaten to cancel the order that they did it, all I know is that I ended up getting one game two days after that call, and the second game a week or two latter.

Round TWO (This month)

So I'm looking forwards to a new DS game that came out. Of course, I wanted the guide, but no local stores carry em so I needed to order it online. I make the mistake of ordering both items from Amazon, to get the free shipping.

Guide came out on the 11, game on the 18th. I received an email on the 26th stating my shipping date had been moved back to Dec 18th. A full month AFTER the game came out. First I figure maybe I had the release date wrong. Check a couple of sites, INCLUDING Amazon, nope, game is out AND Amazon has it in stock. Same with the guide.

So I set off to write them again, asking WHY my shipping date has been shoved back when I PRE-ORDERED the game, and they have it IN stock.

Apparently they were hoping people wouldn't research the issue before witting. Because I get this email the next day:

Thank you for writing to us at Amazon.ca.

Please let me apologize for any inconvenience you may have experienced as a result of this particular order.

"Rune Factory 2: A Fantasy Harvest Moon" has proven to be a very popular item.

Please note that, we have many customer orders for this item, and we've just begun receiving copies from our suppliers. We are filling orders as quickly as we can on a first-come, first-served basis.

Since our supplier has supplied only few quantities of this item, we ran out of stock. Hence, we were unable to ship the items to you.'

Further, I checked your order and found that it has entered into the shipping process. Hence, we expect your order will arrive within 2-4 business days from the date the order ships.

We will send you an e-mail when the order ships. Please contact us again using the following link, if you do not receive this shipment confirmation by November 28, 2008:

http://www.amazon.ca/gp/help/contact-us/general-questions.html

Once we receive the details from the above link, we will take appropriate action.

You can check the status of your order, including estimated shipment and delivery dates, by clicking the "Your Account" link at the top of most our web site or by following this link:

http://www.amazon.ca/your-account

Again, I am truly sorry that we were not able to fulfill your expectations for this level of service. I hope that you will give us another opportunity to prove the quality of our service to you.


I would like to know why they couldn't just STATE that on the email. I could understand running out of stock. But the email that said my shipping date was changed said NOTHING but it had been pushed back. It wasn't until I started witting them for answers that the story got explained.

A few hours after that I did receive an email that my order had shipped, so it was only two weeks difference this time rather then a few months, but still...

I highly doubt I will EVER order from Amazon.ca again.

Edit because I forgot to add this. During round one when I spoke to the phone rep, I asked for him to ship the games individually, since it was their screw up. He said he couldn't do that, and no one at Amazon would unless I paid for shipping. He also tried to assume me they'd hold a copy of game two in order to ship both games together when game one came in stock again.
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