Name of Complainant	Amira Sagher
Date of Complaint	May 27, 2023
Name(s) of companies complained against	Amazon
Category of complaint	E-Com & Retail
Permanent link of complaint	Right click to copy link
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I am extremely tired of problems ordering and receiving essential food orders via amazon website most recently regarding my order with Morrison’s for groceries and in the past using Amazon Fresh. This is my complaint to Amazon please find in continued quoted text “ I am unable to leave my home for a respiratory condition I suffer and without enough money to run a car or pay for taxis. I am reliant upon online shopping for all essential needs yet the problems in simple food ordering and delivery seem to be endless and have caused a great deal of stress. Problems include finding products on your site which can disappear a problem I understand related to in-house or external third party algorithms affecting search results and browsing history. I have also had problems raising return requests and adding debit cards whereby the air doesn’t allow me to process through the screens ‘continue’ buttons appear greyed our despite all form fields completed. Historically when placing orders essential items have not arrived items have been missing entirely from the delivered order and although I have not been charged and in some cases refunded for the entire order this continues to happen at great inconvenience additional expense and time despite doing all that I can to confirm with you that items are in stock and available on the day of delivering. While refunds are expected unfortunately it is the food items I would like and there has never been any explanation not willingness to consider the issue that amazon do not redeliver essential items which for whatever reason have not been included in the final delivered order leaving me having to find and buy at greater cost and not in time to match the products already bought. For example today I had the ingredients for a meal such as sauces tomato stock but not the chicken. There simply isn’t a way I can eat with the order o have had delivered this happens all the time with delivery companies who share the same network of drivers as amazon and I have reported the issue as a case of fraud to both my bank and other companies as well as false advertising and deliberately causing distress to good people. In the UK good people are a known target for victimising and I have encountered many problems in my life as a result of this. I placed an order yesterday with amazon for much needed food and other items. I won’t complain about the condition of some packaged items and how they have arrived as f they had been stood on it thrown around a warehouse because I understand this happens sometimes by accident. But what I do not accept is being bullied by amazon staff when calling to ask why i was told when checking the order before it was delivered that all items were in stock only to find the only main food I had ordered now itemised as not in stock. When calling amazon just after the order had been placed yesterday for groceries with Morrisons the call was to check that all items were in stock as I had not selected substitutions and I could amend by phone or online in advance if that were the case I was told not to worry that all items were in stock. Once your site finally recognised the total authorised order before and after this point the items ordered were clearly in stock. I was pushed into a delivery time schedule later than originally booked for problems with your site payment and given the delay I had called to check that all items were still in stock and I was told that they were. If they were not I would have amended or cancelled the order and purchased elsewhere. The order arrived stating that the chicken was out of stock and remains listed as unavailable today probably a result of hackers within your company who steal from people and amazon just to cause distress. I am sure there has not been this historic pattern of out of stock chicken so perhaps you can investigate. So I have only ingredients for a meal and not the main food itself while food ordering I’m sure can be difficult when picking off shelves it’s up to better management to keep aside products for expected advertised as available online shopping products. Amazons warehouse with Morrisons also would display live real-time in stock items so there simply is my excuse for any company to claim they cannot guarantee in stock out of stock items without being expected to redeliver or compensate for the additional tone and expense associated with ordering the item elsewhere paying for minimum order (£40 with another supermarket all of them have minimum order charges), or picking and packing and service charge fees with companies like Uber and for all of this to once again not be guaranteed rendering all products some perishable unusable and in the bin. It took for example four orders in one day with four separate companies just to buy coffee I need which is part of a caffeine diet to alleviate asthma. Only on the fourth order which is the equivalent of hours of time and £24 expense just in delivery and packing charges just to buy coffee let aLoan the expense of convenience-bought coffee which is priced higher than elsewhere an additional £4 on higher prices so it cost me £30 plus normal piece of coffee just because of false advertising claiming items are in stock and then claiming they are not in stock anymore. Packing starts immediately in store when order is received with Uber for example and still it happens so I don’t accept this is anything more than deliberately abusing people as part of an illegal spy network and slowly integrating culture. Above all however the mockery is the refusal to redeliver out of stock items when they become available and for that there is no excuse: the authorisation for the purchase is on the basis of complete orders. It is unreasonable like to expect the customer to wait when they have perishable items some customers may not have a problem it depends on the order. Any decent business with moral code would redeliver refund entire order or resolve with a solution. I have asked amazon once again when calling today if they can redeliver the chicken. Which I need for a meal I haven’t eaten a meal in some days now. When I spoke to the advisor and explained the call to check items were available her response was to bully and shout at me and then said if I were to raise my voice again she would hang up the call the lady was in my opinion mentally ill. I have a respiratory condition and have lost my voice so it is very difficult to talk and express myself by phone as it is. I was very polite and there is no requirement for me the customer to be this nice as it is as I say good people don’t seem to be liked by certain kinds of other people that’s my reasoning of it – a mystery otherwise. My question to the advisor was can the chicken be redelivered but she refused to answer it this was very stressful and trying to communicate with just a short simple answer so I knew what I would then decide to do next was made very difficult. The advisor wanted to explain how the system works which I don’t care about after so many times of hearing it anyway but mainly all I wanted to know is whether the chicken can be redelivered and the question was never answered without piling onto me a whole lot of stress of having to listen to irrelevant information if the answer was no it cannot be redelivered that’s fine it’s a complaint not matter what the reason is and there is no information which would ever justify not being able to redeliver other than you’re closing down the shop doesn’t sell it anymore they don’t work with Morrisons anymore that kind of thing…i bought the food from amazon and im not prepared to take any further time in being instructed on any other step of any complaining other than it has been made to amazon and can you redeliver or not ….hopefully that accounts for every possibility I’m sure …instead I was shouted at and ignored at great stress to myself as I tried to express to the woman but even though saying I had a health condition and found it difficult to speak or to listen to basically unnecessary information I was barked at and my question muted out. She insisted I wasn’t letting her speak when asking her can the chicken be redelivered or not I asked her to stay yes or no for my alleviation and she refused and continued to shout and bully me saying I was shouting at her and refusing to let her speak when her response was let me explain how the system works when I don’t want to know how it works although it may be interesting to learn about how amazon works if this had been the first tone it is otherwise of no use to me to know how the system works. I just want to know can you redeliver the chicken when it is in stock I am happy to pay for it but I get nowhere and instead was made to feel like I was abusing the agent when I was not. I do not accept that redelivery of an out of stock item isn’t possible or acceptable let aLoan advertising it as such in the first place and hours after placing being told is in stock only to not be told differently on arrival in. In all cases the entire order should be refunded for the cost it causes to the other party me the customer with additional compensation for internet costs and time as this can be problematic when at end of data allowance or you have hackers stealing data. At the end of the day it is up to the business to ensure what is advertised is delivered and there is no excuse for not being able to have systems which ensure this up to date to the minute while browsing and totally accurate after checkout, hours after ordering to be told the chicken is in stock only to say later it isn’t obviously isn’t acceptable as neither is it acceptable or fair to refuse to redeliver when in stock. It is for Amazon to resolve the problem also not for me to understand your system. I will file a case with my bank Nationwude for false advertising of products and fraud in the online sale of genuinely unavailable items and/or algorithm based fraudulent hacking manipulating stock appearance levels to drive distress and increase income towards higher priced products or further orders being necessarily placed with amazon or associated third party companies. Please act on this complaint on my behalf to ensure amazon continues as an ethical company operating within the laws set out to protect consumers from abuse.” Please can this case be lodged with your service.

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