Amazon UKReviews 251

If there was a no star I would love to give them none. I've been with them over 10 years, paying every month for Prime and when went on holiday they suspended my account they said for violating their Terms and Conditions and when you ask how I violated their TC they can't discuss it. Absolutely rubbish service, so disappointed and shame I've been paying them for years so much money without even using Prime for months. They should be ashamed by their service, they don't care for their customers only to earn money!

No item I bought received over a month. And no refund. The staff are indifferent and very unprofessional. Their responses are much much worse than AI. Not helping at all.

£100 taken for my account for Playstation gift vouchers that I did not purchase. I had a nine character password! I have tried to get a refund from Amazon and they have refused. I do not own a Playstation so £100 of gift vouchers are useless to me. I did not purchase these and only discovered that Amazon asserted a purchase was made when I received an email receipt. Even then there was only one email for one £50 voucher! Looking at my account, it showed 2 x £50 vouchers were purchased! I have not redeemed the vouchers and Amazon have decided to keep my money. I have been defrauded by Amazon and there seems to be no way of recovering my money. Amazon have even tried to get me to make a claim against PlayStation despite the fact that the purchase shows on Amazon and I have no account with PlayStation. I have been lied to and cheated by Amazon. It now turns out there was a third attempt by a fraudster to purchase a 3rd gift card from Amazon on my account, however, on this attempt my bank blocked the purchase! AMAZON have still not refunded the money!

Trying to return a defective product, amazon arranged collection after many phone calls and online chats, but which didn't turn up. How many hours spent repeating the same information to different "customer service agents".
Cancelling my accounts, life's too short...

Amazon can be a great company to deal with, although often exactly the same items can be found much cheaper on eBay, and with free delivery. Also, it is very difficult to speak to them on the phone. Our main problem with Amazon is their returns policy. Twice in the last three weeks, we have bought large items (a bathroom unit and a cooker) from Amazon, but have had to return them due to being faulty or parts missing. The bathroom unit had two vital pieces missing, but all Amazon could offer was a partial refund and keep the unit or a full refund if we sent the item back. They couldn't just supply the two missing parts! The cooker was faulty when it arrived (and was the wrong cooker!), but Amazon couldn't just arrange for a new one to be delivered and the faulty one to be picked up at the same time. We have had to buy another one (£700), wait in all day for that one to be delivered, and now have to wait for the faulty one to be collected in a weeks time and then several more days for a refund! So that's extra money we have to find and take three days off work waiting for the delivery/collections! We won't be buying large items from Amazon again, as they are too difficult to return. At least we can drop off smaller items ourselves, at drop-off points, at times that suit us!

If I could I'd give these incompetent clowns no stars.

Ordered two items to be deliverd on 27 July (one of which was a mobile phone).
First item was delivered at 2.52pm and put through the letter box, the 2nd item (a mobile phone) was never deliverd.
Amazon states an attempt to deliver the 2nd item was made at 2.52pm?
I saw the delivery driver arrive with only item in hand, no reason to knock the door or ring the bell as the item he had was not a phone.
Amazon Customer service (trained to apologize) states my complaint would be escalated and expect delivery of the phone by the end of Friday 28 July.
I sent email to the Amazon MD, and received a reply from one of the MD's minions (also trained to apologize) but now stating that it should arrive by Sunday 30 July.
So now I'm expected to stay at home for 3 days in the hope that it may arrive.

Total incompetence, no prioritization.

I guess this is yet another mobile phone lost / stolen by the delivery driver.

Date of experience: 27 July 2023

Amazon have a 30 day policy on returns/refunds. But the law on electrical warranties is way more than 30 days. So don't purchase electrical items from Amazon as they don't seem to know the law or consumer rights. So I wont use them, best all go to a proper retailer and avoid Amazon.

By FAR the worst company I have ever had the misfortune to purchase from!

They take you money nice and swiftly, but as soon as you request a refund, return the item with full tracking information, they "ask" you to wait up to 2-months after confirmed delivery before they will "investigate".

This is a CLEAR breach of long distance selling laws, but no matter what you attempt to do (FYI: don't bother wasting your time on obtaining a police report, as they also ignore this and lie point blank to you), they will always prolong and continue to contradict you each other.

I am starting a legal petition for Amazon UK to correct their current processes & procedures in line with long distance selling laws, and if not will incur numerous regulatory fines.

No matter the size of the organisation, they are certainly not above the law and must start treating their customers in a professional manner!

A disgusting company to deal with. Bought a circular saw from Amazon UK Warehouse. Delivery tracking didn't move for days so I rang CS. They said there was a problem with the delivery on their side.

They offered a refund and stated (Agent named Eslam G) that if I purchased a new circular saw (same model) Amazon would pay the difference & I would not be left paying the higher price for the issues caused by Amazon. On the basis of this promise I purchased a new one. It arrived 3 weeks later. I called CS & after 65 mins dealing with their agents was told they lied and would not be honouring the promise that induced me to purchase the higher priced saw. The agent repeatedly refused to give me contact details to file a formal complaint and ended the call. Later their social media team told me they do not do "post order price adjustment" when it was not a post order price adjustment but a pre-order promissory inducement to contract (I'm a qualified barrister so its something I'm familiar with). They then refuse to answer when told this fact.

This is what you are dealing with with Amazon. A company that lies through its teeth, does not believe it is required to uphold its promises which induce its customers to give them more money and basically tell you to go to hell once they have your money.

I would have given zero stars if possible. My Prime Now order got canceled and was deemed undeliverable twice in one day. They wasted my time and severely tested my patience. The first deliverer did not give me enough opportunity to answer the phone. Then, I immediately got a text saying my order was undeliverable. I was given another delivery slot and waited for them. Then I noticed a text saying the delivery was canceled. The driver did not even call. Amazon Prime Now UK should not be in business, and their customer service agents, Jill, Faieka and Nabeela did not help and only caused more frustration, especially by Jill telling me that the second driver had no means to call me. What a load of crap!

Dear Amazon Customer Service,

I am writing to express my extreme dissatisfaction and disappointment with the level of service I have received regarding my recent order of a new monitor. I must emphasize that my experience with Amazon's customer service has been nothing short of abysmal.

On June 14,2023, I placed an order for a monitor as my girlfriend had to fly into the UK due to a family emergency. Unfortunately, my mother had been taken to the hospital, and my girlfriend needed to work remotely, which necessitated the urgent purchase of the monitor. Understanding the urgency of the situation, I relied on Amazon's reputation for reliable and efficient delivery services.

However, to my utter dismay, the monitor failed to arrive on the promised delivery date. Frustrated and concerned, I immediately contacted Amazon's customer service on Sunday, June 15. I expressed my extreme dissatisfaction and disappointment, highlighting the urgency of the situation and the need for the monitor to be delivered promptly. I vividly remember expressing my hope that I would not be having the same conversation with your representatives the following day.

Much to my disappointment, not only did I receive no resolution or explanation, but I also did not receive any response from Amazon regarding my concerns. It is profoundly disheartening to witness such a lack of professionalism and disregard for customer grievances. I find it incredulous that Amazon would send several delivery updates only to fail to deliver as clearly outlined.

Moreover, the lack of accountability and responsiveness from Amazon's customer service department is simply unacceptable. It is as if your customer service team operates on the moon, far removed from the realities of timely deliveries and customer satisfaction. The inability to address my concerns, coupled with the repeated failed deliveries, has left me both profoundly disappointed and infuriated.

As a long-standing customer, I have come to expect a certain level of service and reliability from Amazon. However, this recent experience has shattered my confidence in the brand. I implore you to rectify this situation immediately by ensuring the prompt delivery of my monitor today. Additionally, I request a formal explanation for the repeated delivery failures and an apology for the lack of response from your customer service team.

If this matter is not resolved satisfactorily, I will have no choice but to reconsider my future purchases from Amazon and share my unfortunate experience with friends, family, and on various online platforms. I trust that you will take my concerns seriously and take immediate steps to rectify this situation.

Never buy Apple products from Amazon like I did on 11 August 2021.

Apple Products and Consumer Laws in the United Kingdom under consumer laws in the UK, consumers are entitled to a free of charge repair and (depending on the circumstances) may be entitled to a replacement, discount or refund by the seller, of defective goods or goods which do not conform with the contract of sale. For goods purchased in England or Wales, these rights expire six years from delivery of the goods and for goods purchased in Scotland, these rights expire five years from delivery of the goods.

When you purchase Apple hardware products, you will also receive coverage from the Apple Limited Warranty. This coverage operates alongside and in addition to your statutory rights under UK consumer law. You can also obtain additional benefits by purchasing the optional AppleCare Protection Plan or AppleCare+.

Should your product be defective or if it does not conform with the contract of sale, you can choose to make a claim under UK consumer law, the Apple Limited Warranty or the optional AppleCare Protection Plan or AppleCare+ (whichever is applicable).

Amazon refuses to honour this Consumer Law.

His watch was purchased over 1 year ago, and after sending it in for a hardware repair, Amazon said there will be a charge for the repair - totally unnacceptable

I ordered an item to be delivered 11th May I've now been informed it will be between 12th and 15th May that's the last 3 orders that have been late or not delivered at all and all the call centres in India say is we can refund but will take 5 to 7 days it's ridiculous that we have to wait when it's amazon's fault it's about time we we're able to speak to someone here as they don't understand most of what's going, I certainly won't be using them again

I have not received a parcel (value £119.99). Amazon claim that it was handed to a resident at the delivery address. This is a lie. They will not refund me unless I file a police report. I have contacted the police who will not file a report because Amazon have no proof that it was delivered to me therefore Amazon is the victim of any crime not me. Amazon's "proof" is the order number, a delivery confirmation email and a tracking ID number. None. I have lost £119.99 and can do nothing about it. I am looking into legal action against them.

Delivery driver didn't even attempt to deliver the items and customer services did nothing to resolve the situation resulting in 2 days of lost work from working families

The people working in amazon customer service are poorly trained. I got a drunk associate who answered me and never resolved my issue. The next call the lady was rude she ended the call while I am talking. The next another associate who ended the chat without my consistence if my issue was resolved yet. The guy was latterly asking me to tell hime about amazon policy which he was supposed to know. I even started another chat and was asked how I can get help but then they never replied. The service is gone by handing it to the wrong people. If there was a 0 rate I would have select it.

I have been waiting for over 13 days now for a £665 refund for a laptop I had returned which Amazon acknowledged they received 10 days ago. Having told me I would be receiving my refund tomorrow they have now said they have implemented a policy not to refund any return of over £220 in value for 30 days from date of the return.Needless to say I won't be ordering anything above this value from them ever again and I would advise other consumers to be aware of this

Lies lies lies!
Lies lies lies!
I like may others pay a yearly subscription fee for a "prime membership". I've lost count of how many times that "service" has failed me.
Today being the latest. Not only has my parcel not turned up, but I also received a message saying "failed delivery attempt", when no attempt was made whatsoever.
I know this as I waited in all day, and am now expected to waste another day tomorrow waiting around again.

Please avoid Amazon, and that's coming from a former loyal customer.

Long story short, I spent a month and 20+ hours chasing up an order for an external HDD that never materialised.

Instead of delivering a replacement, they decided to accuse me of theft, dishonesty and fraud. All over a £120 HDD.

Don't bother with formal complaints, the one I raised about their Customer Service Team was "dealt" with by the very team I complained about.

Multiple broken promises of call backs, escalations, resolutions etc all pointless, meaningless platitudes.

Despite bricks and mortar retailers being more expensive, they'll be getting all my business from now on as at least you can speak with someone when things go wrong and not be called a crook and hung up on.

Do yourselves a favour, go to your high street instead.

Consider yourselves forewarned.

Tracking showed that my item was 'handed to resident' on the 29th December. It wasn't because no one was home, neither was it handed to any of my neighbours.
Customer services on the morning of the 30th told me that sometimes drivers marked items as delivered by mistake, and it would definitely be delivered that afternoon or on the 31st.
It wasn't.
Customer services told me on the 2nd January that Amazon were not responsible as it was not an Amazon item, but they would issue me a refund which would take at least 5 business days to reach my bank.
They take the money straight away, lose the item, blame someone else and blame the bank for keeping my money for at least 5 working days.
I'd give zero stars if it were possible.