Still haven't received the Party Queen box set I ordered in February

[ayuuk]

I am seeking for advice (hope it's all right to post here in the enquiries thread):

I pre-ordered the Party Queen box set in February at Amazon.co.jp. However, on March 28, DHL informed me that the package was recalled and returned to Japan.

I emailed customer service at Amazon.co.jp, but they only replied that they would "investigate" the matter, and asked for my patience and understanding, while having no intention to fulfill my order.

My credit card has already been charged in full amount on March 24. I am really tired of all the wait, after all, I have paid for the item, as well as international express shipping. So I emailed them again and asked them to ship the box to me ASAP, but again their reply seems cold, only saying the investigation is taking "longer," probably more than one week. They still have no intention of shipping the box to me.

I am utterly shocked and disappointed to hear this. More than one week? It's April now, and all other shops have shipped box sets without problems. I don't understand what they need to investigate, as DHL has already confirmed that the item is back in Japan. Also, why do I have to be waiting for their investigation? To be honest, they can investigate or whatever as long as they want, but shouldn't they fulfill customer's order first??

Amazon's service has been very cold, and I find it very ironic that they claim to be building a "customer-centric" company (sigh).

Anyone has any good suggestion how to deal with them?

Many thanks.

[Pieces_of_SEVEN]

^^I think you will get the box, it will just take longer than expected.

If I were you, I would just try to be patient, and definitely email them to complain about the delay. I think they should refund you all shipping charges and give you free shipping for this order. Try to work that out.

The only other option you have is to cancel the order, but you probably got a good price at amazon, and I know you want the item, so just try to be patient.

[sinfonietta]

I think all you can do here is be patient and wait.

Things like this do take time. Give it a week and then send another reminder. They need to work out why the package was returned to them the first time before they can send another one out to you - and it might take them a while before they can get around to this as they have a lot of customers to deal with. They won't charge you when they do ship it the second time, but first they need to cover themselves and make sure that when they do send it out that it won't be returned again because they'll be losing money that way: even though you won't be charged they still have to pay to send it out a second time.

[Pieces_of_SEVEN]

^^Yeah. DHL pulled some stupid **** with me though, too. They told me that the address they had was incorrect (even though I know it wasn't, I have packages delivered all the time), and they called me to confirm it. I just told them I would pick up the packages, so I did.

Did they only attempt delivery one time before they sent it back? That's pretty ****ed up. I would think there would be like two or three attempts.

[ayuuk]

^They didn't even attempt delivery. I tracked the package at dhl.com, and it says "please contact DHL," so I called them. They told me the package was back in Japan. What the ****.

[Pieces_of_SEVEN]

^^But they had to have a reason for doing that...?

[ayuuk]

I asked them why, and DHL staff said they would investigate and called me. Then in two hours they called me back, but told me that they only know Japan recalled the package, and asked me to contact Amazon.

What I don't understand is, DHL can call me back in two hours time, but how come Amazon is taking ages...?

[sinfonietta]

Originally Posted by ayuuk

^They didn't even attempt delivery. I tracked the package at dhl.com, and it says "please contact DHL," so I called them. They told me the package was back in Japan. What the ****.

It's likely something went wrong along the way and that's why it was returned. It happens. I was sent a parcel from the Netherlands in January last year and it didn't even make it as far as the UK (I live in Scotland) before being returned to the sender. Neither I nor the person who sent it to me know what went wrong despite her speaking to the staff at the post office about it - but when it was sent a second time it came through fine.

It's likely Amazon just want to make sure that when they send it again that it's not going to returned a second time. Maybe there was a reason for it or maybe it just took a wrong direction somewhere, hence why it was returned. Just be patient - it'll get to you eventually.

[ayuuk]

^I never have any problems with my address, so I don't understand why this happens at all. And I feel so depressed that I paid for the item and express shipping, but got nothing except endless wait.

[Pieces_of_SEVEN]

Originally Posted by ayuuk

I asked them why, and DHL staff said they would investigate and called me. Then in two hours they called me back, but told me that they only know Japan recalled the package, and asked me to contact Amazon.

What I don't understand is, DHL can call me back in two hours time, but how come Amazon is taking ages...?

Wait, Japan recalled the package? Yeah, that has nothing to do with the address, like with my situation.

The only thing I can think of is that maybe there was a problem with the payment? I don't know...but for them to recall it, that's just very weird! I hope Amazon gets back to you soon!

[sinfonietta]

It's not necessarily your address that was the problem - it could simply be the fault of someone who was sorting your parcel. Although I've never heard of a country recalling a parcel before. o.o

But paying that much (I'm guessing express isn't cheap! I simply go for airmail and still get it in 4-6 days) and not getting your parcel... I agree with Pieces_of_SEVEN that they should refund you some, if not all, of what you paid in shipping. :/

[Pieces_of_SEVEN]

^^Yeah, I mean that would be good customer service. And you deserve an explanation! You are giving them your money! Haha keep us posted.

[ayuuk]

Originally Posted by Pieces_of_SEVEN

Wait, Japan recalled the package? Yeah, that has nothing to do with the address, like with my situation.

The only thing I can think of is that maybe there was a problem with the payment? I don't know...but for them to recall it, that's just very weird! I hope Amazon gets back to you soon!

My credit card has been billed the full amount, so there shouldn't be a problem with the payment.

Sigh in the worst case scenario that Amazon never gets back to me, what should I do?

[Pieces_of_SEVEN]

^^I think there's less than a 1% chance of them NOT getting back to you. I've ordered from amazon.com and amazon.co.jp DOZENS of times without a problem. Even if it takes some time, you WILL either:

a) receive your item
b) receive a full refund

so just wait

[ayuuk]

^Really? If it's (b), I am kinda scared that they would not refund the shipping cost to me...

[sinfonietta]

If it ever comes to the point where they have to give you a refund then I expect they would include shipping too. If not, then you have the right to complain at them until they do simply because you've paid for a service they haven't given you.

[Pieces_of_SEVEN]

^^Exactly. I mean I'd be worried too, but really, you shouldn't be. They will refund the shipping costs too. After all, you didn't receive the item that you ordered.

[ayuuk]

Originally Posted by sinfonietta

If it ever comes to the point where they have to give you a refund then I expect they would include shipping too. If not, then you have the right to complain at them until they do simply because you've paid for a service they haven't given you.

But in their contact them section, we only "email" and "call" them, the latter is often not available and I am not sure if they speak English, so I can only email them. I am afraid that they don't reply to my email at all.

[ownsarai]

^You can always email their customer service/support and explain that you would like the full amount paid returned if they are not going to send you what you ordered and already paid for, that includes shipping. But I hope that they send you your box set instead. Good luck!

[Aderianu]

Originally Posted by ayuuk

^Really? If it's (b), I am kinda scared that they would not refund the shipping cost to me...

Ayumi_lover had problems with RnRC box because of the tea, and amazon return him all money