Olympia, Washington
Not resolved
2.0
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3 comments

Amazon cancelled my order for a Galaxy S5 due to "availability", but strangely the product still shows for sale by the same 3rd party vendor that I ordered it from.

A chat with customer service says it is because the vendor is selling it in a different manner through Amazon which is why they no longer wish to honor our transaction.

Deceptive and dishonest.

Thanks, Amazon!

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Me:Hello,

I received a notice that my order had been cancelled because it could not be fulfilled, however I still see it for sale on your website and I am able to add it to my shopping cart. What is going on?

Here is the message I received:

Hello,

Due to a lack of availability, we will not be able to obtain the following

item(s) from your order:

"Samsung Galaxy S5 SM-G900A 4G LTE 16GB AT&T GSM Unlocked Android Smartphone -

Black"

We've canceled the item(s) and apologize for the inconvenience. If you see a

charge for the canceled item, we will refund you within 1-2 business days.

If you are still interested in purchasing this item, it may be available from

other sellers. Please visit the detail page for this item below:

http://www.amazon.com/xxxxxx

If you took advantage of a promotional offer when placing this order, this

cancellation may affect your order's eligibility for that offer. If this is the

case, please contact customer service:

http://www.amazon.com/contact-us?ref=fx...(See full link)

Sincerely,

Customer Service Department

http://www.amazon.com/customer-service?...(See full link)

==============================

Check your order and more: http://www.amazon.com/your-account?ref=...(See full link)

Please note: This e-mail was sent from a notification-only address that cannot

accept incoming e-mail. Please do not reply to this message.

Amazon:Hi , my name is Kavitha. I'll be happy to help you.

I'm sorry for that your order was cancelled.

May I know the order number?

Me:Maybe it's not meant to be.

Amazon:Would you mind if I put you on hold for a couple of minutes while I check this for you?  

Me:ok

I see they are still selling the phone. Perhaps they no longer wanted to honor the price they advertised when I bought it.... http://www.amazon.com/Samsung-SM-G900A-...(See full link)

But I don't think it is no longer in stock.

Amazon:Thanks for waiting.

I checked and see that the item is available with other seller (The Wireless Circle). But you placed the order with (TronicSpot). If you prefer please place the new order with the seller (The Wireless Circle).

Me:Why is it still for sale with Tronic Spot but they cancelled my order?

Amazon:No, Thomas.

Now it is available with (The Wireless Circle).

Me: http://www.amazon.com/Samsung-SM-G900A-...(See full link)

??? Please review link and respond

Amazon:This is ships and sold by TronicSpot. That means the third party seller.

But you placed from fulfilled by Amazon.

Me:What does that have to do with anything??????

Amazon:In this case, you are welcome to place the new order. You are not charge for the Order ID: ######.

Me:BUT WHY IS THE ITEM STILL FOR SALE WITH TRONICSPONT??!!! DID YOU LOOK AT THE LINK I ATTACHED?????? http://www.amazon.com/Samsung-SM-G900A-...(See full link)

Amazon:This is the third party seller. Shiped and sold by TronicSpot.

But you placed,

Sold by: TronicSpot

Fulfilled by: Amazon

Condition: New - New

It is not available with Amazon now.

Me:LOOK AT THE LINK. IT IS STILL THERE!!!

Amazon:Yes, Thomas. As I already said, the same item is being sold by the seller, TronicSpot and Fulfilled by Amazon as well as the item is sold separately by the third party seller as well.

The item is you placed an order for which was cancelled is sold by the seller, TronicSpot and Fulfilled by Amazon.

However, the item you now see in stock is Ships from and sold by TronicSpot. It is not Fulfilled by Amazon.

Me:WHAT KIND OF CRAZY SHELL GAME ARE YOU PLAYING WITH ME?? SO, WHAT YOU ARE SAYING IS TRONIC SPOT IS STILL SELLING THE SAME EXACT THING, BUT IT IS COMING OUT OF YOUR LEFT HAND INSTEAD OF THE RIGHT, SO BY SOME ACT OF SMOKE AND MIRRORS IT IS SOMEHOW NOT AVAILABLE FROM THE RIGHT HAND BUT STILL AVAILABLE FROM THE LEFT HAND?

MAYBE I SHOULD TAKE MY $500 ELSEWHERE?

Amazon:You'll not charge for this order. It's just a authorization. The amount will release automatically within few days.

Don't worry about this.

In this case, you're welcome to place the new order if you prefer.

Me:You are not responding to the question I posed and the issue I raised.

Why are you avoiding my question?

Why would it take a couple days to release my money? You should release it immediately since you are not giving me anything?

I am seriously questioning my Prime Membership.

You've gone quiet and are not explaining why my order was cancelled. This all feels EXTREMELY deceptive.

Tell you what, I think I should copy and paste this chat into a blog about bad Amazon customer service what do you think?

Tell the "senior" customer service person standing over your shoulder she's got T minus 10 seconds to respond before this all goes to the blog.

Amazon:I'm sorry for any misunderstanding.

As I already said, the same item is being sold by the seller, TronicSpot and Fulfilled by Amazon as well as the item is sold separately by the third party seller as well.

The item is you placed an order for which was cancelled is sold by the seller, TronicSpot and Fulfilled by Amazon.

However, the item you now see in stock is Ships from and sold by TronicSpot. It is not Fulfilled by Amazon.

Me:This looks like a good website to post our thread. What do you think?

http://amazon.pissedconsumer.com/amazon...(See full link)

Amazon = dad. Tronicspot = son. Son is no longer selling through dad's shop but using dad's shop to sell directly. Rubbish.

Amazon:I'm sorry for the misunderstanding.

Me:What misunderstanding? I think I understand very well. They don't want to honor the same price so they simply cancelled my order. They are still selling the same, exact product by a very slightly different means through your company but you are not willing to stand up and say it is wrong. Very small, sad company you have become.

.................................................What am I misunderstanding? They are still selling the same product I bought? Why then would they say it is no longer available? It is still available as I sent you the link which proves it.

Amazon:As I previously told this item now available with the third party seller. It is not available with fulfilled by Amazon.

When you placed the order itself it was with Amazon. But now not in stock with Amazon.

Me:Then why is it on your website?

Amazon:More sellers are selling the items individually. You're saying one of the third party seller.

Me:I am having trouble understanding your English. It is on your website. It is available on your website through Tronic Spot. Is it available or not?

Amazon:In this case, if you prefer you are welcome to place the new order with the third party seller. I'll issue the price difference as a promotional credit as an exception.

Will that help?

Me:No, it is the deception and dishonesty and the inability to admit that yes, we still sell the product, but through a slightly different means that allows us - at least in our minds - to backout on the original transaction.

Amazon:I'm sorry you feel that way, Thomas. We'd not have cancelled the order if the item is still available in stock with us. Because it is not in stock your order was cancelled automatically. However, I'm still trying my best to help you.

We don't usually issue a promotional credit for the price difference for the item which is shipped and sold by seller on our website.

Me:We are way past $22 being something that will salve my disgust with how this has played out.

Amazon:However, I checked with my supervisor and he asked me to issue a promotional credit for the price difference.

This is the maximum which I'm authorized to do from my end.

I hope we are connected!

Me:"We don't usually issue a promotional credit for the price difference..." = when we engage in deceptive practices and choose not to honor a sale we have made, we don't make amends in anyway, so you should feel very lucky that we are willing to drop a few coins on the pavement for you; be grateful!

Amazon:I'm so sorry, but we can't offer any additional insight or action on this matter.

Is there anything else I can help you with?

Me:No is ever grateful for getting what they should have in the first place. Especially after all the deception and avoidance of responsibility.

Yes, would you wait a minute so I can copy and paste our whole thread?

Amazon:Sure. I'll wait.

I hope we are connected!

I don't mean to rush you, but we've been idle for 3 minutes. I want to make sure our chat's still connected. If you aren't able to respond in 2 minutes, this chat will close.

Product or Service Mentioned: Amazon Membership.

Reason of review: Poor customer service.

Monetary Loss: $500.

Preferred solution: Let the company propose a solution.

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Anonymous
#1259449

I just had this happened to me! I am DONE with Amazon's business as of today and third party seller's on there. Nothing but scam city!

Anonymous
#928061

I don't think that you understand how fulfilled by Amazon and fulfilled by third party seller works...

Anonymous
#928117
@Gumsht

Perhaps not, but I don't think it is my responsibility to understand the inner workings of Amazon and as you can see from the message thread, the rep avoiding addressing this concern which I raised several times. Additionally, the rep had numerous grammatical errors which lowered my trust in Amazon that I was working with someone with some intelligence.

I think it is clearly misleading and deceptive to offer a product, let the customer purchase and pay for it, and then come back and say, "No sorry, you can't have it due to lack of availability," when the same reseller shows it for sale with a quantity available.