Hello Mr ____,

I'm sorry to hear that you haven't received your order # ***-*******-******* - it should be with you by now. We have received an update from Amazon Logistics that your parcel is missing from their depot. I apologise for the trouble this has caused you.

Normally, in this situation, I'd create a replacement for the lost order right away, to be sent as soon as possible at no additional cost.

Unfortunately, at the moment, "Sony PlayStation 4 Gamer Pack (PS4)" is unavailable from our suppliers and we can't send a replacement. Although the item might be available on our website from third party sellers, we can't source items from them. However, we'll be happy to issue a full refund for the order.

You can find this item from third party sellers by visiting the following link:

http://www.amazon.co.uk/dp/B00D781S9E

Because we can't replace your Sony PlayStation 4 Gamer Pack (PS4), I've requested a refund to your payment card in the amount of GBP 429.99. Refunds usually go through within 2 to 3 business days and you will see this amount credited on your next statement. Please note, this does not include processing time by your bank.

On the date the refund is completed, we'll send you an e-mail message confirming the date, amount and payment details. You can see completed refunds if you visit Your Account after receiving this confirmation e-mail. Under "Orders" click the "Your Orders" button, and sign in with your e-mail address and password. On the left side of the order you choose, select "View Order Details". Completed returns and refunds will appear at the bottom of the individual order's summary page.

If the original package arrives afterwards, you can refuse delivery of the parcel so it's returned to us by the carrier. If you've already taken delivery of the item, please visit our online return support centre to read our returns policy and obtain a printable personalised return label:

http://www.amazon.co.uk/returns-support

Alternatively, if the package arrives afterwards and you wish to keep it, let us know and we'll be happy to recharge your payment card. If you do need to contact us, here's a link to our e-mail form:

http://www.amazon.co.uk/gp/help/contact ... tions.html

Again, please accept my apologies for all the trouble this matter has caused you.

I hope that this experience would not discourage you from visiting our website again and I hope that you will give us another opportunity to prove our quality of service to you.

I hope I have been helpful in this occasion. We value your business and we look forward to seeing you again soon at Amazon.co.uk.

Warmest regards,
Mayven D.

Amazon.co.uk

Me: My order has been cancelled/refunded without me asking to do so. I don't want a refund, I want my item.

Gladwin: Thank you for contacting Amazon.co.uk. My name is Gladwin. May I have your name, please?

Me: Hi there, my name is ____ ____

Gladwin: Hi ____.

Me: I've been contacting customer service all weekend about my order to find out where it is, and I suddenly got a message this morning telling me it's been cancelled

Gladwin: I can certainly understand your concern regarding the order that was cancelled.
Could you please confirm the order number?

Me: Order number is ***-*******-*******
I'm afraid I'm more than concerned, a refund in this particular case is unacceptable
I've had a pre-order in on this item since June 11th, the date the price was announced 5 months ago
in order to actually secure one for launch

Gladwin: I'm checking this for you, please give me 2-3 minutes.
I’m still working on this. Please give me another 2 minutes.
Thanks so much for waiting.

Me: Hi again

Gladwin: I checked your order and can see that the item seem to be missing in transit by the carrier.
The item is currently out of stock with us, hence we have issued full refund for the order.

Me: But I don't want a refund, I want the item
I can't just re-buy it somewhere else
they're basically impossible to find
which was exactly why I put my pre-order in *5 months* ago

Gladwin: I can certainly understand your concern ____.

Me: my e=mail told me to go buy it from the Amazon Marketplace, which is a joke
because it costs £744 there, when I paid £429

Gladwin: Usually in this type of incidents we will replace the items at no extra charges.
The item is currently out of stock with us. Hence we're unable to replace this item to you.

Me: But there are other people who also have this item pre-ordered, who are now going to receive their item before Christmas, *before* me
people who pre-ordered after me
there is obviously some stock
you're just giving it to people who were behind me in the queue, and pushing me out of the queue

Gladwin: I'm sorry you feel this way.
Customer's who are receiving their item that was preordered from our website.

Me: I'm also extremely upset about being fobbed off by customer service all weekend, telling me that my parcel is still coming, and not actually telling me it was lost
If they'd told me this on Friday when I first called, I might have had a chance of getting it somewhere else
but instead I've been strung along all weekend

Gladwin: We have contacted the carrier and the carrier replied us that your order was missing in transit.

Me: I contacted customer service multiple times over the weekend to try and confirm this, because it's what I suspected all along

Gladwin: We know many of our customers are anxious to receive their games on the release date and I realize that we’ve let you down.

Me: how can it go missing? don't you track the items?
if the parcel was scanned onto a van, but doesn't get scanned taken off the van at the other end, then your driver stole it

Gladwin: I am sorry that the tracking information was not updated.

Me: things don't just disappear

Gladwin: It appears that the carrier checked their depot and they were unable to find the package.
They have misplaced the package.

Me: Well if you've lost it and have to replace it
why can't I get one of the new stock you're receiving for christmas

Gladwin: As an online retailer we depend upon our suppliers for the inventory of the item.
We're waiting for the inventory from our suppliers.

Me: And you'll be receiving some before Christmas, because there are pre-orders promised before then
as mentioned on the website still

Gladwin: In this case, if you prefer I will cancel the refund for the item. once the item gets back in stock with us, please contact us and will replace the item. However, we're unable to confirm when the item will be back in inventory.

Me: but there's no confirmation you'd then get me my item before Christmas
i'd likely be expected to just buy it again and go to the back of the queue and be stuck waiting in February
most stores are quoting new not-reserved stock as February, and that is crazy for something I pre-ordered back in June

Gladwin: I am sorry about this situation, ____. I can understand the importance of this Bundle.
As a retailer of the products, we solely depend on our suppliers and carriers.
We have not yet received any update regarding the stock date.
We are still waiting for it.
If you prefer, I can cancel the refund and you can contact us once it is available with us.
We will be happy to create a replacement order for you.
Will this help?

Me: but will I actually get one before Christmas?
I don't want a replacement order if I'm just going to be stuck waiting even longer

Gladwin: I am sorry, ____. We are unable to confirm this.

Me: Ugh, this is really unacceptable
I can't find this item anywhere now
There were some at Argos at the weekend and I didn't buy one because I was told it was still coming

Gladwin: I can understand how disappointed you are.

Me: what am I supposed to do? I had this pre-order in for MONTHS

Gladwin: You placed this order on June 11, 2013 and eagerly waiting for the Bundle.

Me: people are re-selling this bundle for £600-700 on ebay and even your own marketplace
even if I just bought the items in the bundle separately it would cost me at least £500
a refund after the date it was meant to come out just doesn't cut it
and that doesn't even to begin to cover the cost of inconvenience I now have trying to find one of these things to buy
literally hours of scouring online and calling stores

Gladwin: To compensate for this inconvenience, I can issue a 10 GBP promotional gift certificate.

Me: £10!? even if I wanted a refund, that's nowhere near enough to cover the inconvenience
this bundle, and frankly just the plain console itself, is near impossible to find
without paying hundreds extra
and why should I have to cover that cost for Amazon's mistake

Gladwin: I'm sorry, I can understand your concern. We do have certain concession limits.
If you prefer I can create a followup for you and once we receive the inventory from our suppliers I will create a replacement order for the same.

Me: but this is what you offered earlier, and you said you cant guarantee i'd get it before christmas
can't you just put my order back into the queue, specifically at the front of it
since I pre-ordered way back in June before everyone else
it's crazy that there are people who pre-ordered in October and later tat are now slated to get their console before me
*that

Gladwin: Usually in these issue we will directly create a replacement order for the same item and dispatch it to the same address. As this is limited stock item and it was out of stock with us. our system won't allow us to create a replacement order that was not in stock.

Me: Well if you can't do it, can you find someone who can? There must be someone at Amazon capable of adjusting orders

Gladwin: As we don't have the item in stock no one can create replacement for you.

Me: I know you don't have any right now. I'm asking to be put first in line when you DO get the item
I pre-ordered back in June so that I could get my console on release day, not so I could get it in February
you've already completely messed up on your promise to get it me on release day
and if I let you have your way I simply wouldn't get it at all
as the mistake is ENTIRELY with you, you could at least make sure I get it first
it's completely unacceptable that there are now people who will get the console before I do, that only pre-ordered a few weeks ago
because you lost the parcel

Gladwin: I can understand your disappointment.
Unfortunately, none of us can create a replacement order for this item as it is not available with us.
We have certain concession limits.
Hope you will understand that we are unable to issue more than 10 GBP in relation to this issue.

Me: this is crazy, I've been ordering online with Amazon for over a decade
I can't believe you could mess up like this
and you're willing to throw a long-standing customer away over a technicality?
someone, somewhere, at Amazon is capable of manipulating these orders
just edit my original order to say it was never dispatched and that it needs dispatching
because, that's basically what's happened, it never reached your depot
if you can't find the thing how can you prove you even dispatched it

Gladwin: In this case I will contact our internal team regarding the this issue and create a follow up for you.

Me: and they might be able to help me?

Gladwin: They may help you. However the only way to contact them is through our internal system by us and customer cannot directly contact them.

Me: Will they contact me then?

Gladwin: I will contact you as soon as we receive an update from them.
I will contact you via email once I receive an update from them.

Me: Is that likely to be today, or later?

Gladwin: I will update you via email within 3 to 5 business days ____.

Me: That's a long time to wait for a "maybe" when I could be out there trying to find and secure one of these for myself
but I'm guessing there's probably nothing more you can do
can you at least make sure I don't get refunded just yet, if you give me my money back you're probably no long obligated to help me
if I actually manage to find one of these elsewhere, I can then contact you for a refund myself

Gladwin: I can understand that this time was longer. This is the maximum time, it may be resolved even before it.
I have cancelled the refund before it was processed.

Me: Thank you. Sorry for being a stubborn customer, I know it's not your fault personally

Gladwin: Thanks for your patience and understanding.
You're most welcome.
Is there anything else I can do for you today?

Me: No that is all for now. Thanks for your time.

Gladwin: It's my pleasure talking to you.
We look forward to seeing you again soon.
Take care! Have a Great Day!

Me: Thanks, goodbye

Hello,

We are writing to let you know that one of your packages (#202-5586891-8608334) has been returned to our fulfillment centre as undeliverable. Some common causes for undeliverable packages are listed here:

http://www.amazon.co.uk/gp/help/custome ... d=13833761

When a package is returned to us for this reason and you haven't requested a replacement order, we return the item(s) to our inventory and issue a full refund (including delivery charges). We will send a refund confirmation to you separately.

We are unable to resend orders that are returned to us as undeliverable. If you still wish to receive these items, please return to our website to place a new order. If you need to change an existing delivery address for future orders, please update your address book via Your Account at:
http://www.amazon.co.uk/your-account

The delivery address listed for the returned order is:
______

Thank you for using Amazon.co.uk.

Warmest regards,

Customer Service
Amazon.co.uk

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.

Hello _____,

My name is Denise, I am the Supervisor with whom you have just spoken with.

I am sorry to hear of the delivery issues experienced with your Sony PlayStation 4 Pre-order. I understand the parcel was returned by the carrier yesterday as undeliverable, and a refund was processed.

As we discussed, I was able to locate your returned parcel and with the help of the Buying team, the item was made available to purchase again. I can confirm your new order was successfully placed, Order No. ***-*******-*******, and the estimated delivery date for this new order is Thursday, 12 December 2013 - Friday, 13 December 2013.

I hope I have helped resolve matters for you. Should you experience any further issues with your new order, please do not hesitate to contact us.

We hope to see you again soon.

Warmest regards,
Denise O S.

Amazon.co.uk