Amazon.co.uk Support System

I have been a regular buyer at Amazon.co.uk for the past 4 years. I have purchased 100s of pounds worth of books, DVDs and more.

In all these years I have never had a single problem. Amazon is a fantastic brand with a superb business model and top rate customer service to support that. In fact they have been on the forefront when it comes to introducing cutting edge usability features on their website and more.

A couple of days ago, I went online (amazon.co.uk) and ordered 3 nursery rhyme DVD for my daughter. On all three items, it said that if I paid for express delivery, it would be delivered before 1PM the next day. So paid £ 7.65 for express delivery.

I expected the items to arrive on Thursday, 15th Nov. But they never did. So I waited till today (16th Nov) and then logged into my account on Amazon.co.uk to find out what was going on. To my great surprise, I saw a message that told me that the estimated delivery date was 13 Dec - 28 Dec!

At first I thought there was some kind of system error. But when I clicked on my orders and went deeper, I saw the same message. So I tried to see if I can talk to some one about this. I check for support options and do not see any visible phone numbers.

I then keep clicking on the support related links till I get to a screen where there was some sort of option to request a call back. So click on that and this is the first screen:

So I enter the phone number and click on submit. I get an error. I try again and again and after 4 times I gave up. This is the error:

Another issue I encountered with the site that I found disturbing is when I tried to access the support system on Mozilla FireFox. This is the screen shot of the how the screen comes up. You can not see any thing and there is no way you can make the window bigger!

I think a brand such as Amazon should have a better support system. At least they should explain why a particular order is delayed etc. Also they should test their site on all browsers to make sure they have cross browser compatibility.

I am not angry with Amazon yet because of my loyalty to the brand. But as every ones knows it is very easy to lose the loyalty. Of course with a brand like Amazon, because there are fewer competitors out there, the consumer would be left with not much choice.