Unbelievable!

[Ann]

Just wasted over half an hour "chatting" online with Amazon. All I wanted to know was an answer to my query, if I order a large chest freezer from Amazon would the delivery drivers carry it and position it in an outside shed or do they just deliver to the front door?
This is the transcript of my conversation! What customer service and what a waste of time for me and them!!

Me:Hi - need to ask before ordering a large chest freezer - do you deliver and take to an outside shed or just to the doorstep please?
Gokul:Hello, my name is Gokul.
Thank you for contacting Amazon.co.uk. Could you confirm the name on your account, please?
Me:Mrs Ann ****
Gokul:Hi, Ann.
I understand that you need to know whether your parcel may be left in some some place in case if you are not there to receive the parcel.
Am I correct?
Me:No Gokul - I want to know if the chest freezer will be carried by delivery drivers to an outhouse rather than being left at the front door. We are unable to carry it far. Thanks.
You're now reconnected with Gokul.
Me:Are you there Gokul?
Gokul:Yes, Ann. I'm sorry we were disconnected. I can pick up where we left off.
During the ordering process, you will be asked to select your delivery speed and preferences.
Under the delivery preferences section, you’ll see a ‘Tell us where to leave your package’ link under the heading ‘What if I am not in?’, under this section please add a preference requesting the delivery drivers to carry the parcel inside.
Me:That is not the answer I need. We WILL be in at the time of delivery but we are elderly and need the drivers to carry it to our outhouse. can you confirm they will do this - before I order from Amazon?
Gokul:I understand that Ann. You are asking whether the drivers can carry the parcel to your outhouse.
Me:It is not a parcel - it is a large chest freezer!
Can I ring you, this is SO slow!
Gokul:I can certainly understand your concern,
I see that you are ordering for an item that is too heavy.
Me:I would ring you but that facility is unavailable at present!
Gokul:The carriers for your order will only be assigned automatically by our system during the time of dispatch. So please place an order order and contact us again we'll contact the carrier and ask them to carry the chest freezer to your outhouse.
Me:How do we contact you? Not through this CHAT facility I hope! It all seems a bit uncertain, if you can't confirm they will carry this heavy freezer, we may look elsewhere, I need to be sure now! Thanks.
Gokul:You can contact us through chat itself, after placing an order. We'll surely help you with instructing the delivery driver to carry the chest freezer to the outhouse.
Me:I can ask him myself, if they do this for your customers. I must say this is not a very efficient service, all I wanted was a Yes or No. I may look at Argos, they deliver and take anywhere in the house without being asked. Thanks.

[Ann]

continued ........... YAWN

Gokul:I am sorry if I was not much of help at this time and I look forward in assisting you in a better way.
Is there any thing else I can help you with?
Me:No, I hope your bosses monitor this chat facility as Amazon has just lost a valuable customer. I use Amazon a lot for other items but I haven't ordered white goods before - maybe I won't.
Gokul:Ann, we are unable to confirm it now as it depends on the carrier who are delivering the parcel. If we had an option, I would have assured you in the first place. I'm sorry I couldn't assure you at the moment. Please contact us once the order is sent and we will check with the concerned carrier and update it to you.
I don't want to give any false promises. I hope you understand my situation.
Me:Thank you - but I need to know. What would happen it you check the carrier and they say No, they will only leave it at the front door, we would be really stuck and no hope of moving it on our own. Do you understand our dilemma Gokul?
Gokul:I understand, Ann.
As this is a heavy item, I expect the carrier will deliver it whereever you request at the time of placing the order. Even if you request after you placing the order, we can update it to the carrier and they will deliver it. If, in case, they say that they are unable to deliver it to the outside shed, we will ask the carrier to return the parcel back to us and issue a full refund for it.
Me:That in my opinion, is no way to run a business, sorry but I need the freezer in the next few days, that would certainly delay things if you had to cancel and issue a refund. I will source one locally who can inform me if they will carry it for us. Sorry we have wasted so much time, I really did want to use Amazon but you seem to be unable to accommodate our requirements. Sorry and Goodnight Gokul.
Gokul:I am extremely sorry about this situation, Ann.

[murraymints]

Go with Argos....they only charge a small amount and they can also unpack and set up...they did for me..

[Ann]

Would definitely go with Argos Minty but they don't sell the one we want.

[shaneystar2]

Try Appliances on Line .
We recently bought a chest freezer from them and we also bought a dishwasher from them last year.
Brilliant service .

[Ann]

I'm still amazed that they run a business on those uncertain terms, maybe it was just the chat person (male or female?) who didn't know the answer. I bet their boss won't be happy when they read the transcript! No Christmas bonus for Gokul :(

[Ann]

Good to know that Shaney thanks, we have looked at them online and wondered if they were good. :)

[wendilla]

I buy most things from Argos and never had a problem . I hate to think what the problem would be if you had to send it back to amazon

[excelsior-1]

no 'happy birthday' thread for Gokul

seriously though ann, i hope you can get the service you deserve elsewhere

[Mamyalynne]

I too can recommend Appliances On Line, personal service all the way.

[corylus]

If you've got a Euronics store anywhere near you try them, our local one deliver ASAP after purchase and prices are comparable with bigger retailers.

[Ann]

Thanks, I will look at yor suggestions. Its strange that Amazon were like that,I order loads of small items from them, CDs, books, Christmas presents etc and usuay so impressed with their quick service.

All I wanted was a Yes or No - I'm still speechless!

[boxtops]

I've used chat helplines on other sites - it's hard for the helpers, they are clearly only able to follow given templates for replying.

I've never bought anything like that on-line, I always go to Comet/equivalant or Tesco or Argos locally, they deliver and are on hand if anything's not right.

[hc4361]

The law is on your side here, specifically the Distance Selling Regs.

This give you the right to cancel an order at any time from placing the order to 7 days after receiving the item (at present you need only inform the seller you are returning the goods within the 7 days - they can be returned after that).

The law gives you the right to refuse to accept the delivery, so if you order a large item and the carriers won't deliver it in a way that suits you, you can refuse to accept it and they will have to take it away.

You do not have to state a reason for cancelling the order/refusing to accept the delivery/returning the goods.

You have far more rights buying online, by phone or through the post than you do buying in store.

[solvitquick]

Never buy a large electrical item or similar on-line!
Find a local retailer who deliver and visit them. You don't have to be able to speak Hindi and can clear up questions such as removal of the item you are replacing if necessary in store - indeed you can inspect and chose the article from their range.
I've never ever tried Argos by the way.
Alternatively search your local adds for a small local company who can provide one or a range of large expensive items.
If you order on line you agree to accept the DELIVERY companies word!
I have had bad experiences: once when refusing to accept a washing machine and another item undelivered although I was at home all day waiting for it.
The Selling Companies had taken my money but it took 2 months to get it back as they did not supply a phone number or address although they one had a local large store 8 miles away who did not discuss on-line orders - thus leaving me with only the Deliverer's number.
The "Delivery Companies" kept saying both had been delivered (different items and time periods obviously).
Now please ignore any Company mentioned above they are not what I'm talking about.
I can't prove it but have good reason and evidence to believe some delivery drivers are thieves, faking your signature on those electronic "squiggle" receipts.
One item which I had to fight about was signed off to someone in a city about 50 miles away and was also the deliverer's dispatch base!
Buyer beware!
SIQ.

[solvitquick]

Sorry in my immediate above, I should have made clear that I have never used Appliances On Line just as I stated honestly that I had never used Argos on-line.Any complaints/suspicions do not involve these Companies. Similarly, have never used or even heard of Euronics. My only complaints/suspicions refer to a few bad apples in certain unnamed Delivery Companies.
SIQ.

Good luck Ann,
SIQ.

[woofgang]

another huge vote for appliances online. Excellent efficient service and delivery and good prices too. I don't work there or have any connection, just a happy customer.

[Mamyalynne]

Plus you only have to understand the Bolton accent LOL - you manage with me hee hee.

[Mamyalynne]

No affiliation with them either, only good experience and recommendations.

[Prudie]

I know these chat lines can be exasperating but to be fair I think Gokul could not have been more helpful. he made it clear he couldn't answer until the delivery company was assigned. I would never buy a big appliance like this from Amazon, I wouldn't even think of looking.