Sucess!! A response has been attained.
Dear David,
Thank you for your e-mail.
I tried to call you back to discuss this issue with you in person but unfortunately was unable to reach you.
I understand from your e-mail that you are particularly angry about the fact that you were not aware of the issue with your order and I can see from the correspondence on your account that you contacted the seller on 12 October as you were still expecting delivery of this order on this date.
I certainly understand why you would be very dissapointed with the level of service offered as you believed at this time that neither Amazon nor the marketplace seller had the courtesy to let you know that order had been cancelled and refund issued.
However, I would like to confirm that according to our records, we sent you a message on 6 October regarding this issue. I’m sorry to hear that you have not received it.
The purpose of this email was to inform you that there was a problem with your order and that the cost of the item was refunded to you at this time. Included in this e-mail was a message from the seller EES explaining the reason for the cancellation and subsequent refund that was made to you on this date.
I hope that this clears up this misunderstanding. For your convenience I am including a copy of this e-mail. It may be that this message was redirected to a spam folder on your computer/email programme.
Your ISP or e-mail client may be blocking some e-mail from Amazon.co.uk. If you suspect this is happening, please consult the help section of your e-mail program to see how to allow our messages through your filters.
> ***************************************************************************************
>
> “Greetings from Amazon.co.uk.
>
> We are writing to confirm that we have processed your refund in the amount of £35.00 for your Order **************** from EES.
>
> This refund is for the following item(s):
>
> Item: Drummer Headphones
> Quantity: 1
> ASIN: B000U6M84A
> Reason for refund: Order cancelled by merchant
>
> The following is the breakdown of your refund for this item:
>
> Item Refund: £35.00
>
> Notes: Unfortunatly we went to send out your order to find that that the box was crushed & the item was damaged. We are unable to get anymore.
> I hope you manage to find this item from another supplier.
> Sorry for the inconvenience.
> Thanks- Sarah @ EESMusic
>
> Your refund is being credited as follows:
>
> ####### Credit Card [expiring on######]: £35.00
>
> These amounts will be returned to your payment methods within 10 business days.
>
> Have questions about our refund policy?
> Visit our Help section for more information:
>
> http://www.amazon.co.uk/gp/help/customer/display.html?nodeId=1161018
>
> Thank you for shopping at Amazon.co.uk.
>
> Sincerely,
>
> Amazon.co.uk Customer Service
> http://www.amazon.co.uk ”
>
> Did I solve your problem?
>
> If yes, please click here:
> http://www.amazon.co.uk/gp/help/survey?p=A3BPQJYULSIKSA&k=hy
>
> If no please click here
> http://www.amazon.co.uk/gp/help/survey?p=A3BPQJYULSIKSA&k=hn
>
> To contact us about an unrelated issue, please visit the Help section of our website: http://www.amazon.co.uk/help
>
> Warmest regards,
>
>
> Susan O
> Amazon.co.uk
> Your feedback is helping us build Earth’s Most Customer-Centric Company.
>
This is what I tried to send back:—————————
Dear Susan
Thank you for getting back in touch with me. It is unfortunate that I had to use that language to gain a response.
Could I re-confirm the date (6th oct) the e-mail regarding my refund was sent so i can check my records. I thoroughly checked my e-mail around the time of the cancellation according to the seller and could not find it. I have also tried using an Amazon.co.uk filter on my emails in order to locate it but with no such luck on both my inbox and junk.
Currently my e-mail has no blocks on Amazon.co.uk as I have regularly used the service for some time and placed Amazon.co.uk on my safe lists. also it would have shown up in my junk e-mail of which I regularly check everyday as well as my inbox.
Also, on my account (deliveries section), it simply said “delivered” and had no indication of weather the item was returned to sender or indeed any sort of refund had been put in motion on the product highlighted. this is highly irregular that the e-mail would not have appeared and in the delivery status field, there was no change of information.
Could you please get back to me as soon as possible.
Cheers,
David Chitty
——
So far i have got a no response from the e-mail and a message saying “we could not get this to where you wanted”… so essentially, they have given me a link to rate their service (which im sure is going into an automated black hole somewhere) and a “it was your fault, but we forgive you” response.
Needless to say, I am still not happy… but if they want to play that game, then I am all for it.
First of all, I’m going to contact EES… find out if they have a Sarah working for them, because I remember talking to a Bob. then I am going to try send this again to the customer comments section, since they do not have a return e-mail and see what they have to say.
and just remember kids, what this experience has taught me the most is that if you are a complete toss pot and scream and shout and throw all your teddies out the pram, you are rewarded with the answers and attention you deserve! A carefully and logically crafted reply to someone that cuts directly to the issue will not gain you a voice, however I am giving it one last try. If this approach doesn’t work and I do not get some sort of compensation for my time and how pissed off it has made me… lets just say I intend to make a more direct approach to dealing with customer service and making a physical appearance. Potentially a very interesting Dave Chitty video log EXTREME!!
