Hello,
Greetings from Amazon.
First of all, I would like to apologise for the inconvenience this has caused you.
This is to confirm that I have successfully informed our warehouse team regarding the dispatch of your order 202-8407684-XXXXXXX and 026-7023181-XXXXXXX. I understand that this is very important to you, so I will personally look into this before the end of my shift today. I've already set a followup on this tomorrow to update the warehouse team again regarding the dispatch of your parcel.
I've checked the order 026-3520045-XXXXXXX and I confirmed that it is supposed to be deliver on 21 November 2013 and the order should have been with your right now.
I understand that it is frustrating to be asked to wait longer for your, but it has been our experience that a majority of late packages arrive not long after the estimated delivery date. Though the order is non trackable, I am confident that it is in transit and will arrive before 28 November 2013.
I know that this is very important to you, so I will personally look into this before the end of my shift today. I've already set a followup on this tomorrow to update the carrier again regarding the delivery of your parcel.
I have forwarded this to our Transportation Department for review and investigation for these instances reflects badly on our end. Trust and commitment of our customer are very important to us and I need to make sure we maintain it as possible. Thanks for taking the time to contact us and to bring this to our attention.
For your order # 026-3520045-XXXXXXX we won't ask you to wait beyond 28 November 2013. We ask you to wait until then because this order may reach you before a replacement order would. Creating a replacement order at this stage may result in you having to return one of the items. We'd expect your order to have been delivered by this date.
When your order does arrive there's no need to contact us. However, if you haven't received it by 28 November 2013, please let us know and we'll be happy to send you a replacement with the fastest shipping method at no extra charge or a full refund if replacement is unavailable. Whatever options is most applicable for you.
We’re constantly working with our carriers to improve the quality of our service, and your feedback in relation to the cost of calling Royal Mail has been forwarded to our Transportation Department.
We take full responsibility for the delivery of our goods from start to finish and take complaints of this nature very seriously. We’ll replace any items lost or damaged during delivery at no extra charge.
In accordance to our policy, we ensure to send the item via trackable method so we could monitor the delivery and make sure it will arrive on expected delivery date.
However due to thousands of deliveries everyday, we are obliged to send the item even in non trackable method just to make sure it will be deliver on time.
I admit that we have failed you at this time and we are asking for your very kind consideration and understanding on this matter.
Please feel free to forward further comments and suggestions about the service of the carrier to us. Each suggestion will be read and taken into consideration by our Transportation team.
One of our aims is to provide a convenient and efficient service. I hope that you will allow us another opportunity to serve you best in the future.
Once again, I apologise for the inconvenience caused on this matter.
If we can be of further assistance, you can reply directly to this e-mail. You can reach us by chat or phone from this link:
http://www.amazon.co.uk/contact-us
Customer Service can be reached by phone and chat 7 days a week 06.00 to midnight, local UK time. If you need to call us, we can be reached on Freephone (within the UK) 0800 496 1081. International customers can reach us on +44 207 084 7911.
Thank you for your kind consideration on this matter. We look forward to seeing you again soon at Amazon.co.uk.
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