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Amazon ships cancelled order

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Amazon ships cancelled order

Old 11-04-01, 05:35 AM
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Amazon ships cancelled order

I now start wondering what kind of programmers work at Amazon. There have been so many software glitches in the last week.

My most recent experience: I cancelled an order on Tuesday. It vanished immediately from my account history and I received that email confirming my cancellation - everything fine so far.

Upon checking my account on Friday I noticed that the order mysteriously reappeared in my order list and (what a surprise!) it was now being prepared for shipment. Hence I was unable to cancel it again. Even the order number was the same! And my credit card was being charged of course.

I sent an email right away (including the cancellation confirmation). Not being in receipt of a reply by saturday evening I finally called them. The CSR was very nice, apologized multiple times and promised to do everything in order to stop this order from being sent out. I asked her how this was possible since the order was already in the shipping process. She told me that she would have to make some phone calls.

A few hours later I checked my account again. The order was gone! I also received an email from the CSR. She confirmed that she was still able to cancel the order and that she requested a refund since the charge had already been made indeed.

Amazon's customer service is as great as it always was (and I never doubted that) but the scam they're pulling with their software glitches is very irritating.

Cancelled order reappearing and then already being prepared for shipment: These are exactly that kind of occurances that make me feel cheated.
Old 11-04-01, 11:29 PM
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I have not had this one happen to me yet. But some strange things seem to be going on with their software and site over the last month.

I have had various problems with 5 out of 6 orders from Amazon over the past month. Almost every time I try to make a change to an order something goes wrong and it requires an order specialist to fix it. That's not including the overcharge snafu that also happened to me with a couple of orders, which was a hot topic discussed several weeks earlier in this forum.

Customer service has been quick to fix them but it is getting very annoying having to make frequent calls. And most customer service reps act clueless about these problems happening.
Old 11-05-01, 12:22 AM
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Two times in a row (recently) my preorders were stuck in no man's land. Final Fantasy was in limbo state until 3 phone calls over the whole week and messed up dollars in the order. Now my Shrek is again in limbo.

I know amazon has great customer service but I'm not very excited to keep calling them for every order that I've placed. They ought to straighten out their software glitches or else they suffer the loss of customers for good!
Old 11-05-01, 05:07 PM
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Wow, I thought I was the only one.
This is the second order in a row that Amazon has screwed up for me also.
I don't feel lie wasting more money on the phone but let's see how e-mails go.
Old 11-05-01, 09:02 PM
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From 1998 - 2000, I NEVER made a customer service call, and I could honestly say "I ordered from Amazon, that'll work". I kept track of all the DVDs I ordered from every other site, but I depended on the Amazon order form history to be accurate.

From Jan 2001 - July 2001, I made 2 calls to fix things.

From Aug 2001 - Sep 2001, I made 5 calls to fix things.

In the last month, I have had to call almost 15 times to complain, argue, cajole, explain and work at trying to insure that items would ship, be charged correctly, be refunded, etc. etc.


The place is falling apart, at least in how they handle orders.

They CS agents do work to fix things, but the reliability is WAY down. I'm "babysitting" two orders right now (one is Shrek) to see if they ever get shipped properly.
Old 11-05-01, 11:53 PM
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Originally posted by Seeker
I'm "babysitting" two orders right now (one is Shrek) to see if they ever get shipped properly.
Seeker, was your Shrek a preorder and it hasn't shipped yet? I preordered mine in Sept and it is still stuck in "Not Yet Shipped".
Old 11-06-01, 12:38 AM
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Something is definitely up at Amazon. It seems things turned for the worse around the time they upgraded their server and added some site enhancements. 3 out of my last 5 orders has been delayed at their shipping warehouse and/or charged incorrectly.

Surprisingly, Legally Blonde shipped today; a day before street date. However, like eau, I'm still waiting for Shrek to ship (pre-ordered on 08/14). Not sure if there's any common denominator with others, but I applied a promo GC and STL then paid the rest with GCs.
Old 11-06-01, 12:45 AM
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I currently have two separate orders that are due to ship, and one of them includes Shrek. Hopefully they will be shipping very soon since some of my preordered titles on each order have a November 6 release date.

I should add that I experienced another weird problem with an order at Amazon today. I had an order that I wanted to combine but the site wouldn't let me for some strange reason. I then tried to cancel the order but it wouldn't cancel either. It said your order cannot be cancelled because some of the items have been shipped. Nothing in my order summary indicated anything shipped. And anyway nothing was due to ship until January 2002. I finally had to get a CSR to cancel the order for me.

Last edited by Laser Movies; 11-06-01 at 01:16 AM.
Old 11-06-01, 12:57 AM
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Originally posted by tenjin
However, like eau, I'm still waiting for Shrek to ship (pre-ordered on 08/14). Not sure if there's any common denominator with others, but I applied a promo GC and STL then paid the rest with GCs.
Same here (promo GC + STL + regular GC)
Old 11-06-01, 10:56 AM
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Looks like my two orders will be shipping soon, but my credit card is being overcharged again. It means another call to a CSR to issue a refund to my credit card. This is now the fourth time I have had to do this in about a month.
Old 11-06-01, 11:38 AM
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My case is getting even more weird: I received a shipping confirmation for this mysterious order today. It was allegedly shipped UPS and has a valid tracking number, so I don't think this shipping email is a glitch. However, the order is definitely gone from my order history. I found an old link to the order summary in my browser history, checked it out and was displayed "This order has been cancelled". So the customer rep did what she said she'd do but the order shipped nevertheless!!!

Now the best: I just checked my AMEX statement online and the refund they promised (since my card had been charged) has already been credited! So I'm getting some stuff for free! As an honest person I'll return it of course...

Quo vadis, Amazon???
Old 11-06-01, 11:38 AM
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Wow -- I've had orders go into limbo / no man's land as well.

They show as to be released on MM DD YY up until the release date, then on release date - NOTHING. No to be released, no "1 on hand" or anything on the status page.

The order then sometimes disappears from the open order list for my account, but shows as an open order under the 6 month account history.

All orders were paid in full by either promo + STL, or promo + STL + non-promo GC. None of them were involved in the free-shipping deal.

A call to an order specialist has gotten orders shipped. Then, my CC was charged for some random amount, even though the order was $0.00. A second call to an order specialist resulted in a credit back to the card. Customer service has been great, but two calls (one to get order shipped, one for a credit) shouldn't have to happen.

-Zutton

Edit: The "random" amount charged to my card was actually the amount of the promo + STL

Last edited by Zutton; 11-06-01 at 02:03 PM.

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