I've used Amazon for years - probably around 8 years or so, and never had a cause for complaint. I reckon I've spent the thick end of £5,000 with them over that time period, and they've always delivered as promised, and returns/repairs (on the odd occasion when required) have been a breeze!
This morning I logged on to purchase a Canon EOD 450D that I'd been keeping my eye on. My first disappointment was that Amazon had sold out of their stock, but suggested that I used one of their marketplace sellers called photoland_uk.
So I place the order, and on the checkout, it says it'll be with me within a few days. Once I paid, and checked the receipt, the delivery time has jumped to up to two weeks! Not good, as I need it before then. So, I thought I'd just login, cancel it, and purchase it elsewhere. Upon logging in, I'm told that you can't cancel a Marketplace order, only the merchant can. So, using the form provided, I ask for it to be cancelled. I also rang Amazon, and they said to remove my credit card from the account, and the seller won't be able to capture the funds.
Much to my shock (horror?!) I got an email this afternoon saying that the seller had billed my card! So I sent another email to the seller. I called Amazon again who said it is out of their hands, and they aren't allowed to cancel it. I finally got the merchant to refund it, but at this point, the funds had already been taken from my card, so I'm looking at around 3-5 days for a refund to appear!
It appears that Amazon has no control over the marketplace sellers. I was told that the seller could still bill the card, and send out the camera, and I'd either have to refuse delivery or accept the delivery and send it back! Not a good system in my opinion!
In the end, I've rung up my local John Lewis branch who were only too happy to reserve one for me, and I'll pick it up after work this evening. It works out at being around £25 more expensive, but I've wasted so much time to-and-fro-ing on the phone and via email today, that I've already 'spent' that! Lesson Learned!
Glad everything is okay though!
August 28th, 2008 at 4:25 pm
This is one of the less well known pitfalls of sites like Amazon marketplace and ebay - the buyer ends up at the end of a longer and more complex chain than is the case when dealing with a known retailer.
People buy expecting to get back up and help if (when) things go wrong but they end up with is a list of excuses and reasons why the big brand (who make a nice profit from the transaction fees) won't step in.
August 29th, 2008 at 3:16 pm
I've had to admit defeat with my Amazon problems. Bought a load of books instead - which would have been half the price in UK and quicker shipping. I hate Amazon.