Part 2, I guess... Because this is what I wanted to be doing at 4AM...
So apparently, my missing package was found, but instead of sending it out to me, they decided to send it back to Amazon, who then processed it as a refund and cancelled my order.
Me: My "missing" package has been returned as undeliverable!? Why wasn't it delivered?? I already called about *not* refunding this order!
Sai: Hello My name is Sai. Thank you for contacting Amazon.co.uk. May I have the name on your account please?
Me: Hi there, my name is ____ ____
Sai: Hello ____.
Are you referring to PS4?
Me: Yes, my order was never delivered, I've called Customer Services 5-6 times this weekend trying to sort this order out
Sai: Thank you.
Me: first I was told it was still coming, several times over the weekend
this this morning I was told the carrier had lost the parcel
and that I had to be refunded
Sai: I am really sorry that you had this difficulty.
Me: i got straight on to you guys to make sure that didn't happen
then I just suddenly got an e-mail telling me that my package had been returned to the depot?
and that i'm getting refunded (again)
if you guys FOUND my package, why can't you send it to me
Sai: As I have checked from your order details and found out that you have been refunded an amount of 429.99 GBP on December 03, 2103.
Me: but I contacted you guys and got you to cancel any refund pending on that order
that was about 18 hours ago
Sai: Refund was cancelled initially and again you have been refunded.
Me: but why
Sai: The amount will reflect in your account in 2-3 business days.
As the order is undeliverable.
Me: but it says it was returned to your fulfilment center
last i was told was that the package was MISSING
if it's NOT missing, then why haven't you sent it to me
why did it get returned
Sai: I am sorry, the items which appear undeliverable, can't be sent back.
I hope you understand.
Me: no, i'm not accepting that
I've been calling you guys ALL weekend
about this package
that YOU lost
and now you're telling me you found it but you're not sending it me?!
the item that you CANT buy anymore?
that i had preordered since JUNE!?
sorry but i'm not accepting that
and if you can't do anything about it I suggest you escalate me to somebody who can
i already had a call open about this order with your internal buying team
chat was with CSA Gladwin, about 17 hours ago
I got an e-mail about it and everything
Sai: I understand your concern.
May I have that email in our chat conversation please?
Me: Hello,
I'm writing to follow up on our recent chat conversation.
I can understand your concern regarding the availability of the item "Sony PlayStation 4 Gamer Pack (PS4)".
We have asked our buying team to look into this issue. Please note that while most issues are resolved within 5 business days, in some cases it may take longer for us to investigate. I will contact you again within 5 business days with an update. Please be aware that this is the maximum amount of time it will take for us to update you.
I hope this helps. We look forward to seeing you again soon.
Warmest regards,
Gladwin A.
From: Amazon.co.uk (
cs-reply@amazon.co.uk)
that e-mail was sent 17:11 GMT
Sai: Just a moment please.
Thanks for waiting.
Me: Hi again
Sai: I have checked and see that the billing team has been already contacted and we are waiting for their reply.
I hope, they will be able to help you with this.
If they send it back to you. You will be again charged.
Me: that item is extremely rare and low stock, both on amazon and everywhere
i don't want it to be refunded, or returned to fulfilment center
I don't want my order marked as though I've returned the item for some reason
I want that order to state that the PS4 is still mine
or it'll just be given to somebody else
and I'll be stuck waiting til February
Sai: I understand.
Me: for a pre-order I made in June
Sai: Please wait for the reply from them.
Me: which could take all week
my PS4 is going to be long gone
you guys aren't just going to leave it on a shelf
you're going to send it out to somebody else
Sai: I am sorry, please understand. We have already contacted them.
Please wait for their reply.
Lets hope for the best.
Me: Why am I only able to "hope" for the best? Why can't I just receive the item I was originally promised, on the date I was promised.
Why can't Amazon just keep the item for me, why is it being lost and passed around to other people
I don't get why the item was even returned to the fulfilment center
Sai: In a very rare cases such type of issues occur.
Me: it was missing, lost
if you found it, why not just post it out to me
it already had my name on it
and my address
Sai: We, have requested that already.
Me: i don't want my order marked as refunded, nor do i want it marked as though I returned my item
I want it marked like it should be, that it needs to be dispatched
and that the order has been in the queue since June and should have been delivered on launch day
Sai: I completely understand you.
Please wait for the time frame of 3-5 days for the issue to be resolved.
Me: and if they simply come back and tell me "sorry, we have no stock, we can't give you anything, please re-order the item again"?
there'll be nothing I can do
because I have no way of contacting or talking to these guys myself
Sai: Without their rely we are unable t confirm anything,
Me: but the message has been sent to them is probably not even up to date anymore
when i got that message sent it was because my parcel was missing
now it has been found and "returned" (without my permission)
and my order is marked as though i returned the item for a refund
which is absolutely NOT the case
having to leave a message for 3-5 days is a long time, why can't we just talk to them
the situation has changed and now we're going to have to leave a new message for a completely different situation
i'm re-reading this e-mail now too and i noticed it says "When a package is returned to us for this reason and you haven't requested a replacement order"
and I had requested a replacement, specifically my own item
earlier that day in fact
I'm sorry but this is infuriating
why is there such a disconnect
Sai: I understand, right now we are having an option to contact them via email. And we have done it.
Me: If it were actually possible to buy this item anywhere else I would have by now
but you can't buy it anywhere
so i don't want a refund
the moment you give me my money back my order is lost
and i absolutely do not want to lose that item
Sai: I understand. As I have told you earlier we will charge you again if the billing team sends the item back to you. .
Me: cancel the refund and the return, i don't want the refund and I don't want my item returned
I want my item *delivered*
preferably with a carrier that knows what they're doing and doesn't just lose the package and then return it 5 days later
Sai: I will again request about your concern.
Just a moment please.
Me: make sure they're aware that I pre-ordered this item way back in June, for release day
and at no point have i EVER asked for my order to be cancelled, refunded, or returned
Amazon has done all of those things themselves, without my permission
all I want is my item, as soon as possible
not after christmas
or in the new year
i pre-ordered for release day
i was months ahead of the cut-off date
Sai: Thanks for waiting.
Me: and if my item has been returned to you then I will not accept that you don't have stock
because you obviously have one, the one that had my name on it
Sai: I have requested them that the rerun of the item returned, to be delivered again as soon as possible.
I hope they will resolve your issue soon.
Me: and I suppose I need to wait 3-5 days
Sai: Yes, please. It is the maximum time we request you to wait.
Me: can I get some kind of reference number
Sai: I am sorry, we won't be having any reference number for that. If you prefer I will email you.
Me: I just got an e-mail just now saying my refund was processed
Sai: Yes.
I have already told you that.
If our request is successful, they will charge you again.
Me: Sigh, I don't like the "if" part.
And without some kind of reference number I can't easily get in contact again when they inevitably don't do what I requested
Sai: I am sorry. Lets hope for the best.
And there are no reference numbers for these contacts.
Me: How can I later prove you've done it for me
If nobody gets back to me I can't prove that you've promised to sort my order out
especially now that you've given me my money back
Sai: I will email you the confirmation.
Are we connected?
Me: Yes, sorry, i'm trying to think what else I can do
Sai: Is there any thing else I can help you with?
Me: .... I guess not
Sai: I will email you shortly. We hope to see you again soon. Please click on end chat link to end the conversation.
Me: Thanks, good night.