Amazon UK Taking a Long Time to Dispatch an Order

Twirlypiglet on 06/09/2020 - 12:50

I bought a headset from Amazon UK on the 28th of August and it still hasn't been shipped. Is that normal or weird in people's opinion that have bought from UK before?

Emailed Amazon AU customer support on 2nd September asking for a shipping update:

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ME -
"Hi there.

I am just enquiring as to when my product will be shipped.

Your website states the following about 'in stock' items - In stock: The item is available; we expect to prepare it for dispatch within a few hours to a few days, depending on the delivery option you choose.

I understand that with Covid-19 deliveries will be delayed, but it has now been 5 days and there is no update."
++

SUPPORT -
"Upon looking on your account I see that the item was ordered from Amazon UK , a seller on our website.

Please allow me to explain this to you. If an item is sold and fulfilled by a third party seller, Amazon.com.au is not directly involved in the fulfillment of your order, which means that the merchant itself process (refund, replacement, returns, cancellation), fulfilled and shipped your order. Amazon only serves as a venue of exchange of information.

We hold them to the same high customer service standards we set for ourselves.

To make things right for you I've contacted the seller on your behalf and requested them to Update the order status."
++

ME -
"As far as I can tell, when I try to message AMAZON UK it takes me to AMAZON AU customer service portal. There is no way to direct message them as they are not a third party seller, it is Amazon International is it not?

Thank you for contacting them in the mean time."
++

SUPPORT -
"Thank you for contacting Amazon AU customer service.

I have reviewed your comments and completely understand your concern.

To assist you with this, I have checked the order details and see that order is sold and shipped by Amazon UK(Global store item).

I'm so sorry for the incorrect information provided, it is not a third party seller item.

I see that order is on time and currently in Shipping stage, where Fulfillment center is already assigned to the order. As per the information your order will be shipped shortly to be delivered to you by Monday, 7 September 2020 - Thursday, 24 September 2020

We will send an e-mail when your order is shipped so you can track your package.

Your order could ship any time between now and the delivery date."
++

Electrical & Electronics

Related Stores

Amazon UK
Amazon UK

Comments

  • foxmulder on 06/09/2020 - 13:01

    Are out sure the product is not in 1-2 months dispatch time?

    • Twirlypiglet on 06/09/2020 - 13:04

      Thanks for the response.

      On the 28th of August, the item was IN STOCK.

      As of just then, the item is now Only Four left IN STOCK.

      • foxmulder on 06/09/2020 - 13:15

        when you can add to cart and pay for it - not necessarily it's 'in stock' - for example: https://tinyurl.com/yxn8wue5 it says FREE delivery: 30 Sep - 2 Oct
        - thus this product is most likely will be just dispatched 25 days from now - even there is a chance it may be dispatched earlier.

        Checking the current listing won't give you much indication on what was promised to you - but you can check your orders and see the estimates - just under order date.

        • Twirlypiglet on 06/09/2020 - 13:22

          Thanks for that information I genuinely didn't know that.

          My problem with that is that, on their website, it states items that are in stock are expected to be dispatched within a few hours to a few days.

          I know that they word these sentences so that it's vague / they are covered and tbh, I don't expect it to be here soon because of COVID-19. BUT as I said in a comment below I've bought from Amazon UK before the pandemic delays and it took 24 days so I can't imagine how long it will take with the pandemic delays too.

        • Twirlypiglet on 06/09/2020 - 13:29

          Okay I see now.
          The reason I didn't know this is because my default shipping address is a LPO Parcel pickup address which most international items don't ship to so it comes up with "This item can't be delivered to your selected shopping address. Please choose a different delivery location."

          I usually just add the item to my cart and change the address in there. Thanks for letting me know lol. 🤦‍♂️

  • PissLUR on 06/09/2020 - 13:10
    +1

    something about courier picking up.

    • Twirlypiglet on 06/09/2020 - 13:12

      Thanks for the response.

      I emailed then again today so will see what their response is tomorrow.

  • bobbified on 06/09/2020 - 13:12

    As per the information your order will be shipped shortly to be delivered to you by Monday, 7 September 2020 - Thursday, 24 September 2020

    These are the dates you agreed to when you ordered. Don't stress about what happens in between.
    If you don't receive it within those dates, then you should contact them.

    • Twirlypiglet on 06/09/2020 - 13:15
      -1

      Thanks for the response.

      I understand those are the dates I agreed to.

      My problem is, from my experience with Amazon UK before Covid-19, it took an item I had bought 24 days to arrive once dispatched. On that occasion it was dispatched after 2 days.

      Now with Covid-19 my thoughts are that is may take much longer than 24 days, and now that it has been 9 days since ordering it that is a very long time.

      That's why I'm contacting them now to try and speed up the process.

  • nerdycat on 06/09/2020 - 13:21
    +2

    All Amazon stuff coming from USA or UK are taking much longer than expected due to not being that many flights. Things are being dispatched and packed as flights become available. When they’ve sent stuff via DHL I can see how everything is just taking a lot more time and lot more delays between customs and package being put onto a flight.

    • Twirlypiglet on 06/09/2020 - 13:23

      That makes sense. Thanks heaps! I'm dumb lol.

      I don't understand why their support team didn't say that haha.

    • lgacb08 on 07/09/2020 - 22:04

      not really, just got a parcel from them from UK in about 10 days, which was only slightly longer than the same one I got from Auspost some 20km away (1 week, this one travelled a bit to NSW but previously a few only stayed in Melbourne but almost all took exactly a week to arrive). Amazon delivery is actually very consistent with negligible delay.

  • SnoozeAndLose on 07/09/2020 - 22:07

    I have had few parcel from US via Fedex and DHL, it take long time to dispatch (2 weeks), but once it is being handed over to Fedex , it took 3 business days to arrive Sydney Metro.

    So i would blame Amazon not sending out the stock.

    • Twirlypiglet on 07/09/2020 - 22:19

      Thanks for the response!

  • TheNewBargainer on 05/01/2021 - 21:12
    +1

    Can you provide an update, did you eventually receive the item?

    I ordered 2 products from amazon UK in one order.. first was shipped immediately and is out for delivery right now (Sydney), the other item stayed in the order placed stage… after 8 days I contacted amazon support chat who referred me to calling amazon support.. I was told that because the item I ordered has since dropped in price It didn't get shipped. They cancelled it and told me that I needed to reorder it so it can be shipped. They reassured me that it will be shipped immediately this time and the support agent would look after this item personally and send me updates. Well Its since been 4 days and it is still in "not yet shipped" stage.

    Ive contacted them every day and they just tell me nonsense about all products from Amazon UK taking 1 week to ship, or that they are going to look after this item personally. Its very frustrating!

  • watwatwat on 02/05/2021 - 01:29

    I ordered an item 22 days ago from UK and still not dispatched yet. I have a suspicion they will just cancel the order eventually. It sucks because I paid with gift card which actually reserves the balance for the order. Whereas if I'd paid with credit card, it doesn't actually deduct the money until order is ready.

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