Here's my chat with amazon. Epic failure of a) customer service and b) distribution. Apologies for typos - all done furiously on my iPad:
Me:My order
#026-4776653-3009105 for don bradman cricket was due to arrive today on its release date. I'm now told it won't arrive for two weeks. This is completely unacceptable when the same product is available from other retailers. If I had known earlier - as you must have done - I would have preordered elsewhere. The product is even available elsewhere on the amazon marketplace - I suggest you arrange it's delivered to me from another supplier.
I've checked the order and I can see that it is due to be delivered on Monday, 14 April 2014.
Me:I received an email at 3.43 this morning - the day I was supposed to receive the product - telling me it's not coming for two weeks.
I quote 'We?re writing to let you know that the following items have been unexpectedly delayed:
"Don Bradman Cricket 14 (PS3)"
Estimated arrival date: April 26 2014 - May 02 2014'
Julie Pearl:I apologise for the inconvenience. Some customers usually preorder the item few months before its release day. It is possible that we ran out of stocks for customers who ordered the item beforehand.
Please be advised that preordering the item is first to preorder will receive the item first.
Me:I'm sure that's possible. .but why are you only telling me on the day it's due to arrive - I'm left with no alternate options. I've been checking order status every couple of hours to ensure it's arriving, and the delivery date has remained the same.
Julie Pearl:I do understand the frustration on your end. However, at the moment, as what is being mentioned in the email you receive, we are unable to Fulfill the order.
Me:The item is still available on amazon marketplace from other retailers, why aren't you sourcing from them? I pay for the Prime service, I expect better service than this.
Julie Pearl:Although the item might be available on our website from third party sellers, we are unable to source items from them.
Their stocks are stored from their warehouses and they are independent sellers selling their items on our website. We are unable to source stocks from them.
Me:So I have to wait for two weeks now? And youre not willing to do anything else about it? Perhaps you can at least tell me why was I not informed about the stock shortage, yesterday when I could have ordered elsewhere?
Julie Pearl:As your order is expected to arrive on Monday, we have informed you in advance that we can't fulfill the Monday estimated delivery date.
We have notified you as soon we have confirmed that we can't fulfill the order.
Me:My order was due to arrive today
Julie Pearl:If you wish more details of the changes in the delivery of your order, I'd be happy to contact the Fulfillment Centre to provide an explanation.
Me:every day I checked order status it said today, right up until I went to bed after midnight last night.
Julie Pearl:The information I have on my end is it is expected to be dispatch today for Monday's delivery.
Me:Well that's not what your website has been telling me for a week, yes please contact fulfilment for an explanation.
You're now reconnected with Julie Pearl.
Julie Pearl:We will get back to you via email as soon we receive an update. In the meantime, if you wish to source the item from somewhere else, you can cancel the order as you haven't been charged for it.
Me:On my order confirmation email on April 7 it says estimated delivery 11th. Today. Release day. Which is why I preordered from you.
I look forward to your response.
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Anyone suggest good game shops to try in Central or south London? Could do without spending my lunch hour trawling around shops to get a cricket game I've been waiting nine months for, but needs must.
