First, customer service nowadays is extremely bad and the staff is very rude and unhelpful.
I order a product which cost £40 (not much and not a big deal about it) I receive a phone call from the driver on the day, I gave him a very clear instruction of where about he can leave the package, arrived home asked my neighbours for the package they said they haven't got it, checking around the house nothing left anywhere. Obviously the package get lost. Contacted the customer service they said to call them after a couple of days. Called them after a couple of days as they asked and the start to be extremely rude and very robotic.

Let's start with Shweta, the very first sentence came out of her on the live chat is to check my email. And after that she refused to speak with me or even to have any interaction. I spent over 45 minutes on the chat trying to speak with her and she kept saying we will not help without a police report. I asked for the manager who I thought will have a little bit of common sense that it's ridicules asking for police report for £40 product, I was not asking for refund and I was simply asking them to send another product.

Of course we need to give big shout to the most useless manager, rude, unhelpful and extremely disrespectful Jacob Raj K, who demonstrate to be nominated for staff award for being a jerk and disrespectful, he was so rude from the very start, and the conversation like we will not do anything until you put a police report, send us a PDF and it must be closed. I got the same standard email as I got from the first staff 3 times! Jacob of course wasn't even welling to listen and I personally think he shouldn't be near customer service.

I sent the police reference number after a couple of days, to receive the same exact email as before without even a name on it.

I am a person with common sense, as Amazon stating "
Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which show the item was delivered:
- Information collected at the point of delivery.
- The package weight and reported condition upon delivery."

I simply asked for a photo, or if they can contact the driver and I have no issue of going around and ask for the package, but instead of helping I got that we will not help without a crime report!

You need a crime report in major city like London, I am sure the police had a laugh when they saw that, for £40 forty freaking pound. If I can give you below 0 star I would. It's disgrace that you refused to help even when your customers saying I am happy to go and knock on people doors to find the package and not to cost anyone extra.

Sent a return back as I didn't like the item.

Used the drop off at post office no packaging/label needed option. Took to the post office where they scanned the provided QR code on my phone and put my return in an amazon bag and applied the return label. Told that was it and it'll be updated on my phone in a couple of hours.

After one week contacted Amazon as still haven't received my refund or been updated on my phone, was told and sent email that they have my return at there distribution centre but it can take up to 14 days to process the refund...fair enough.

14 days passes still no refund! This time I contact amazon and say they don't have my parcel and I should contact the police and disconnect the chat. Very blunt and rude so contacted them back and got someone else who said the same, but now allow 30 days for them to conduct an investigation into the matter.

30 days passes and still nothing, contacted them again to be told we carnt help you any further and disconnect the chats. Annoyed by this I phone this time to be told the same, get a receipt from the post office so they can investigate.

Been in contact with the post office that say they processed the return according to amazon instructions and they don't keep records/receipts as its all digital/scanned now to amazon instructions and sent off. They are more than happy to confirm this with amazon but they don't want to know and dismiss it every time.

I've been lied and fobbed off to for over 30 days by amazon and made to feel like a theif. They have done no investigation into the matter and now washed their hands off it cause its passed 30 days. They keep asking for a receipt but there is NO receipt! Its all digital QR codes the way there system works. It was scanned at the post office cause I saw him do it. But Amazon say they have no record which is a lie because i have proof from the amazon assistant they have it in an email.

Amazon have clearly lost it, not scanned it and blaming me for it.

Amazon clearly don't value or respect there customers no more, as can been seen from all the other bad reviews, and no disentsy to respond to them.

The computer says no - Amazon motto

I advise everyone to do the same as me and send your complaints to BBC WATCHDOG and citizens advice bureau for them to look into.

SHAME ON YOU AMAZON!

This item is the memory foam+Pocket sprung model mattress, 26cm high, good quality and best price
Fast delivery by UPS, LANKOU brand on Amazon uk

Amazon in the United Kingdom is very different from Amazon in the USA. The latter is governed by consumer protection laws, whereas the former is not. For example, I ordered a package of surgical masks for £21. After the order was placed, Amazon changed the seller of my order to a different seller that was selling an inferior version of the mask for less than half the price. My price didn't change, I was still charged £21 even though Amazon substituted an inferior product and they were getting it for a lower cost. When I confronted customer service, they told me I was getting what I asked for at the price I agreed to pay. They wouldn't accept the fact that the product wasn't the same. They told me if I didn't like it, then send it back. I did. I tried to buy masks again, figuring it was an isolated incident. It wasn't. The exact same thing happened. So I sent those back as well. I finally ordered from eBay. I got exactly what I asked for and wasn't scammed so they could keep more of my money.
The search engine... or lack of... Amazon's search engine is basically useless. Amazon isn't interested in helping you find what you want. They are only interested in trying to sell you as much useless rubbish as possible. The industry standard search operators do not work. For example, adding quotes before and after a search term is supposed to show you only the results that contain that particular term... nope doesn't work. Adding a hyphen before a keyword means exclude any results that contain that particular keyword... once again, nope doesn't work. For example, I search for "iPhone 11." I get a few iPhones and thousands of cases. So I add -case to the search, to exclude phone cases from the results. Now I get ZERO phones and all cases. Second... I searched for an iPhone 12 case. Now, if someone is searching for a case that fits a particular phone, it means they own that particular phone. So why is Amazon showing me a few cases for the iPhone 12 and hundreds of cases for iPhones I don't own? Like the iPhone X, the iPhone 11, the iPhone 8... none of these cases fit the 12, so why the EFF are you showing them to me?. A complete and total waste of my time. This is why I do not even bother searching for anything on Amazon and just shop elsewhere. Saves time and total frustration, which is much more important to me than saving a few pennies on a purchase.

I love Amazon and have been a customer since 2013, when I was about 20 my adoration for this website started when I noticed my mum using it and so out of curiosity, I asked what it was. So this is a 5 star review based on as many years in the experience of making this review, though hopefully my writing will not be as lengthy as an essay about War and Peace.

While I do have traits of cynicism and nihilism, I'll be the first to give credit where credit is due and acknowledge great achievements of which I believe, Amazon is a step forward, not backwards, for humanity as a whole. Cue the sound of the marching band. I get it.

Prior to shopping here, I used the high street, carrying heavy bags home but now I only venture out for food shopping or down to the builders merchant for emergency and recreational DIY purposes. Someone's got to fill the gaps in driveway, right?

I never fail to be amazed by the sheer range of stock on Amazon. There is almost nothing you can't think of that can't be found using the search function, except "big things" like cars or boats... Who knows. They might get listed on there one day.

About 95% of stuff I was specifically looking for by model/brand and even detail can be found on Amazon. I'm such a fan that I exclusively use the NewDay credit card that gives amazon points for every day purchases. Items are delivered straight to your door so no heavy lifting or travelling. It is my opinion that Amazon has revolutionized the world of retail. For the better.

What do you mean for worse?! Well. Obviously there is the argument it takes business away from the high street. I disagree with that because for example you cant get pre made coffee delivered hot, you need to try clothes on generally even if you know your sizes and a shop you can walk into is convenient. Snakes and Ladders.

I do like the addition of the Prime membership upgrade which I have trialled, when subscribed to you can access lots of music, e books and films you can enjoy if you pay extra for it per month, however it's one of those that's not necessary but nice to have. Gucci.

Perhaps the only gripe I have is that you can't choose your delivery times and might have to arrange it with a seller. #smalltalk. I think a better way would be have Amazon hire a seperate delivery company (courier) that specializes in custom delivery times for the customer as some of us have had to work zero hour contracts so it's hard to tell when you can stay in and avoid a parcel going to the neighbor or left behind a wheelie bin as a security risk. Normally though I time it so it fits around any work commitments. Got 'em.

In closing I would say that it's still one of, if not the greatest place online and on earth to shop for the miscellaneous. I have heard that Amazon is venturing into the food market. We all know the potential issues of 1 single company dominating the world, which are valid concerns but it's up to other companies to step up and provide competition. Of which there is no compelling evidence so far. Change my mind, Stephen Crowder.

Still i'm happy to share many more years of business with them, the price points for the same item on the high street is always lower. I'm not particularly fond of Jeff Bezos or his politics. But great products, great prices, great service continue to be pulled out of the proverbial magic hat, where else would I get my stuff?. Thankyou Bezos. Top geezer.

In relation to Order # **************530:

On 18th December I placed an order with Amazon for around £250 worth of items using their Prime 'Guaranteed Next Day' delivery service. The order consisted 11 different items (a range of toys and other gifts bought for Christmas to give to family and friends). Amazon in the past have been a very reliable and reputable company with exemplary customer service so I felt that this was a convenient and safe option to make sure I had everything arrive in time for Christmas. This, however, was the start of my Christmas nightmare.

The following day, nothing arrived. This was not an issue however, as my family were not coming to visit until the following Saturday so there was still another 4 days left before it would present any sort of problem for me. On the Wednesday, 3 of the 11 items turned up. On Thursday, nothing. On Friday morning, I finally receive a phone call from my sister (whose address the parcels were due to arrive at) telling me she was starting to get worried as most of the items had still not arrived and they had to be ready and wrapped for the following day to give to my visiting family members who live in a different part of the country. Given the urgency of the situation, I decided to take a break from work and give Amazon's customer service department a call.

I initially spoke to a member of their team who looked into the situation and found that the items had indeed not been delivered, but that it should be fine and they would most likely arrive later that day. I explained my situation to them and told them that essentially if the items did not turn up I would be stuck with nothing to give to my family to open on Christmas day. I asked this member of staff to look into the situation again so that they could absolutely guarantee this, at which point the line goes quiet and a few seconds later the call terminates. Not being satisfied with the outcome, I decide to call back again at which point I get through to another customer service agent who again appears to hang up the call. By this point I was getting very frustrated but given that I had no choice I decided to call them again.

By this time, it was 3:00pm and I had already wasted around half an hour of my working day trying to sort the situation out. I then get through to customer service agent number 3, who I explain to that I haven't received my items - to which he replies that they will definitely arrive by 9pm that night. I then explain to the agent that I need this absolutely guaranteed as if they do not deliver the items by 9pm I would then not have an opportunity to go out Christmas shopping that day in order to replace the items they had not delivered. After some deliberation he agrees to go and double check for me, and, surprise surprise, he tells me that the parcels won't be arriving after all.

By this point, I was absolutely fuming. I could not believe that after 5 days of waiting on their 'Guaranteed Next Day' delivery and an hour on the phone speaking to 3 different people they were actually telling me they were not able to deliver my parcels. All of this given that they DIDN'T EVEN HAVE THE DECENCY to contact me and let me know what was going on. Had my sister not bothered to contact me, I wouldn't have even known until the following day (by which point it would be too late).

Anyway, I continued my conversation with agent number 3 and explained that I was absolutely disgusted by their level of service and that my only option was to finish work early (costing me around £50 in lost pay), travel to the town centre and spend the rest of my afternoon/evening shopping for presents that I didn't have the money for (since I had already spent it with Amazon). The initial response to this was to offer me a £5 Amazon gift card and 1 month free Amazon Prime (frankly an insult given the situation). They then offer me a refund to which I tell the agent it does not compensate me for the situation they have caused and I would be making a complaint and closing down my account (which I have had for over 10 years and spent many thousands of pounds with them on). He then decides to go and speak to his manager, and agrees that they will still fulfill the order and I will receive the items in due course, and they will issue me a full refund (which would instantly arrive in my account) for the items not yet received. Although I was not happy about having to leave work and roam around the town centre buying presents, I felt this was fair compensation and the best they could do given the situation. We then end the call and I head out of work.

I arrive in a very busy town centre and attempt to look for anything which may be suitable given the money I had on my card. I enter Toys R Us and grab some toys for my niece and nephew, head to the counter and get my card out to pay. I enter my PIN and find that my card has been declined. I then try again, but it appears as though there is no money in my account. I then leave Toys R Us (the time is now about 5:00pm) and head to the Cashpoint machine to find that my refund has not yet arrived. I go on Amazon's live chat and the person I speak to tells me that the refund will arrive in 5-7 working days. Desperate, I call one of my friends who agrees to lend me £50 (not exactly enough for 8 gifts but better than nothing). I then spend my evening around town buying anything I can so at least there is something for my family to open for Christmas (aware that the items should arrive later on and I could always try and post them later).

Christmas then comes and goes without too much bother. It comes to my attention in the first week of January however that the items had still not been delivered, so I decide its time to give Amazon another call. I get through to a customer service agent, and after saying a few words the call hangs up, so I call back again. I then get through to another agent who explains to me that my refund has been issued. I tell him that I have received the refund but I was still waiting for the items, for which he says the items had been returned and would not be sent out again. I then explain to them that I was still supposed to receive the items as per the agreement I made with them on the 22nd of December, to which he replies (surprise) that there are no notes on the system to this effect. He agrees to raise the issue with a manager for it to be investigated and I would definitely receive an email back about this in 5-7 days.

2 weeks later, I still have no email or items, so I call Amazon again. After calling them three times and being hung up on and spending around 45 minutes on the phone I am finally put through to a supervisor. They tell me again that there is no notes on the system and there has been no investigation into my case. This time, I am promised a call back the following day at 5:00pm once the investigation has been done. I sit next to my phone at 5:00pm the following day but do not receive a call. I then check my Amazon account to find a message sent saying that they 'weren't able to reach me' and they were sorry that I was 'misinformed' that I would still receive the items. They tell me I should call back again for more information about it.

I can tell you I have now given up trying to deal with their shambolic customer service team. The entire experience has been absolutely disgraceful and they should be ashamed of the way they have treated me as a longstanding and loyal customer of 10 years. I am now going to be closing my account with them and I will be posting my experience on every major review site online as well as telling all my friends and family. Amazon has embarrassed me at a supposed happy time of year and they don't seem to give a monkeys about their customers anymore. I will now be reporting them to the Advertising Standards Agency regarding their false advertising claims and I will be speaking to BBC's Watchdog about my case.

I HAVE FULL EVIDENCE FOR ALL OF THIS BUT IF ANYONE ELSE HAS HAD A SIMILAR EXPERIENCE PLEASE LET ME KNOW AS WE CAN POTENTIALLY WORK TOGETHER IN HOLDING AMAZON TO ACCOUNT ON THEIR FALSE CLAIMS AND POOR CUSTOMER SERVICE.

Amazon used to be really good at delivering now they work at a snail's pace and it's all in a cynical bid to get you to sign up to Prime. Simple as. I ordered my items on May 22nd. I got onto their customer support on Wednesday 24th as it still hadn't been dispatched. So I upgraded the delivery service to speed up delivery and they told me I'd get it by Friday 26th, but they were only dispatched on a Friday 26th. I got onto them again and they told me I'd get them on Saturday 27th. But that didn't happen so I got onto them again and I was told they'd arrive Tuesday 29th. Again nothing.
So I escalated the case on Tuesday 29th and I learned that upgrading the delivery service after ordering couldn't have made a difference as it wasn't possible. So when you think about it, all those customer support reps were telling me lies just to keep me happy and taking more money off me for nothing.

I phoned them several times on Friday 2nd June and twice the agents claimed they couldn't hear me, another hung up during mid conversation (even though I wasn't being rude or aggressive) and the last one knew straightaway who I was and spent some time with me in fairness. Maybe it was because she knew I wasn't going away.
But I couldn't get much out of her. I didn't even know which country their European centre was in (I think it's Holland) and she couldn't tell me which country the items were in right now. I mean is that too much to ask? She'd have to go to a different department to find that out.
I told her I'd never be shopping with Amazon again and I mean it.
Never again.
Dreadful customer service and very apathetic response from the floor supervisor and telephone agents for that matter. I mean the agents are nice and polite on the one hand and yet very opaque and uncaring on the other. What I mean by opaque is they tell you something that is not true, but makes you happy so you can give a nice review and leave them alone.
Had I gone to a German retailer I would've gotten my items in a week. With Amazon its going to take more than 2 weeks and they're in the UK.

If I had signed up to Prime it would be a different story of course, but I'm not going to fork out 99 just to get decent delivery times and customer service.

Fast delivery and great value of all sorts of everydaythings

Use all time and very good fas delivery and use easy!

Nice i will use them again. :)