Amazon review: Ulefone delivery error and price difference not honoured

Amazon,

I am very disappointed. I have been lied to repeatedly by you.

I ordered a phone on the 27th Nov in a black friday deal. The price was £123.99.

I was sitting in my living room watching as the amazon delivery status progress (fulfilled by Amazon) changed from 7 stops to my stop. The status then changed to delivered, despite it not being delivered. (LIE 1) I immediately checked with all my neighbours and no sign of it.

I contacted Amazon who suggested that the status had been updated prematurely and I needed to wait for a couple of days as they were unable to take action immediately. (LIE 2)

I did this but still no sign, so I again contacted customer services and asked them to resend my item, which they said was not possible. They however instead agreed to a refund for the phone. I explained that this wasn't a good enough solution as I had got it on a black friday deal and as amazon had lied about delivering it I expected them to honour the price I paid. They explained that they couldn't do this exactly due to the item being from a seller and not amazon. I asked how they would resolve it and suggested they make up the difference in price as they had lied about fulfilling the order causing me to be in this situation. The customer services representative agreed to this suggestion. (TURNS OUT LIE 3) I asked how I should go about getting the money afterwards as I didn't trust amazon due to the lies so far. They said I should take a screenshot of the chat as proof, which I did to the best of my ability. I asked for the conversation in an email but apparently this wasn't an option so it did not happen.

I went on to order the phone again and received this with the use of a one time passcode which worked well.

This second phone cost me £154.99, though a discount of 10% was added through the checkout process. I believe that the phone therefore came to £148.54. This means Amazon needs to make up the difference of £24.55.

I contacted the customer service team again explaining what I was looking for. At that point the first representative (Clinton) dropped out of the chat. The second representative Jen, advised that this was not the policy and simply would not be happening. I explained the conversation I had had with another representative and how I had only agreed to all of this due to them confirming that a payment of the difference would be honoured, but they simply would not accept that this was an option and apologised for the initial representative lying to me. I asked how to complain but they would not answer and only said that I could reply to the email they would send me.

I am extremely unhappy about how this has been handled from start to finish. I had no idea why people were so anti amazon prior to this incident as I always trusted the deliveries and ordering process. I now understand where the distrust come from. And over just £25... My trust has been shattered and I will vote with my feet.

Please do better for your customers. They deserve to be respected, and should be able to expect the truth when paying for your services.

Pamela Anderson

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