Messaging Assistant has left. Thank you for contacting Amazon. Messaging Assistant | Customer Service Hello! It's Amazon's Chat Assistant again. Regina Blitz Household Towels - 2 Rolls Per Pack, 3-ply Kitchen Roll, 70 Sheets Per Roll, Paper Packaging, FSC Certified Paper, Recyclable Packaginag, 60% Larger Than Standard Kitchen Roll Sheets Need help with this? 09:08 No, something else 09:08 Messaging Assistant | Customer Service So, what can I help you with? 09:08 The total lack of sevice received yesterday, culminating in my order being lost and refusal to simply re-deliver. Manager (Nadeem?) said that he has put 5 pound gift card on my account for the inconvenience of me having to put the order through again - this never arrived. Another Manager promised to ring me back and never did. 09:11 Messaging Assistant | Customer Service Select the item that you need help with. 09:11 Cannot find my item 09:29 Messaging Assistant | Customer Service I'm sorry to hear that. Let me know which of these you need help with. 09:29 I need more help 09:29 Messaging Assistant | Customer Service Do you want to get help from an associate? 09:29 Ask an associate 09:29 Messaging Assistant | Customer Service You can go to the Customer Service hub, where you can fix most issues or search help pages. You can also start over and we'll continue helping you there. Just so you know, you may answer the same questions again. If you need more help, you can chat with an associate or request a phone call. What would you like to do? 09:29 Chat with an associate now 09:29 Messaging Assistant | Customer Service If you have details you think would help the associate, type them here. An associate will join the chat. 09:30 K Kishore Kumar has joined and will be ready to chat in just a minute. Kishore Kumar | Customer Service Hi SJ PUTTICK, Kishore Kumar here, I am here to help you today. May I know your issue please? K 09:30 The total lack of sevice received yesterday, culminating in my order being lost and refusal to simply re-deliver. Manager (Nadeem?) said that he has put 5 pound gift card on my account for the inconvenience of me having to put the order through again - this never arrived. Another Manager promised to ring me back and never did. I thought you would want to be aware of the lack of service being provided. This is not the first issue. 10:09 M Mirshad has joined and will be ready to chat in just a minute. Mirshad | Customer Service Hi SJ, Mirshad here, I am here to help you with the issue. Please allow me a moment to check the previous conversation. M 10:13 S Syeda has joined and will be ready to chat in just a minute. And so the lack of service continues - Mirshad rad and left? read not rad 10:15 Syeda | Customer Service I'm sorry for the inconvenience this has caused you. This is Syeda I will assist you from here S 10:17 Good Syeda 10:18 Syeda | Customer Service Do not worry I will help you at my best Please allow me a moment to check the previous conversation. Thanks for waiting. Please accept my sincere apologies for this situation. In this case I can help you with the 5 gbp Gift Card Would that be fine? Okay In this case I need to transfer you S 10:20 It is not the money - it is the complete lack of customer service. I am housebound and reliant on deliveries. In fact from the last mistakes in a delivery I actually owe you for spring nions and a fennel bulb 10:20 R Roziya has joined and will be ready to chat in just a minute. onions not nions 10:21 Roziya | Customer Service I am sorry for the inconvenience caused to you, Please allow me a moment to check on this issue for you. R 10:22 Is it possible for my orders to come from another depot as the current one is becoming more and more unreliable? 10:22 Roziya | Customer Service Can you please help me confirm the order no. because of which you are facing this trouble, Let me check into it for you. R 10:23 I think it ended 4317 (I will check) and Amazon took the decision to cancel because they could not find the five bags for the delivery driver. 10:25 Roziya | Customer Service I am terribly sorry for it, Please check and confirm the order no. and let me look into it for you. R 10:25 4317 is correct. I have since reordered and everything arrived within the delivery time this morning. Instead of Amazon completely cancelling my order, as they had lost it, they should have simply replaced it. This is what the Manager I spoke just after 5 pm yesterday said she would do. 10:28 L Leanne has joined and will be ready to chat in just a minute. Leanne | Customer Service Hi there, I hope that you are well, please allow me a moment to catch up with the conversation Okay, I have checked on this for you, there is no option for us to re-instate the order, please can you go ahead and re-order, the payment for the order was reversed yesterday. L 10:34 As you will see above I already did this, please read all my messages If you have the option to cancel an order, you have the option to re-instate. This procedure has been used when you left items off my order and delivered them later that day. 10:37 Leanne | Customer Service When an order is processed and delivered, we have different options available, we don't have the option to re-instate I'm afraid, this is the reason that you have been going around in circles. We ask that you please place your order again. L 10:38 Are you saying that you actually no longer provide customer service. That you policy is to cancel an order that you have clearly lost? Where is my reassurance that this will not happen again. I ask again - can my orders come from a more efficient, reliable depot? 10:40 Leanne | Customer Service Amazon is an online shopping platform, we would love to assist with this but remember, in this case, payment has to be re-authorised, we can't do that as it poses a risk to your credentials, only you can authorise a payment. L 10:42 Then you simply needed to ask for that authorisation, not cancel the order that you had lost. Human are in control of computer, nit the other way around. I know it is possible, because, as already mentioned, this is not Amazon's first mistake. 10:44 Leanne | Customer Service That is a great suggestion, thank you, I will provide the feedback to the development team, hopefully we can see this soon as it would make the customer services job easier. L 10:45 It is not only a suggestion, it is already a reality. You just need operatives willing to carry out the procedure - customer service. 10:46 Leanne | Customer Service I assure you that you are at the very top of the food chain, I am one of the leading customer service agents and if I am unable to do it, no one can. L 10:50 Perhaps you need to speak with the operative that facilitated the correction of the previous order - I can find the order number if it helps? 10:52 Leanne | Customer Service was that the order that was delivered with missing items? L 10:53 Yes - a complete bag was missing. The driver claimed to be still outside my property - complete lie - nowhere in sight. 10:54 Leanne | Customer Service As mentioned above, we are able to take actions on a processed order, not a cancelled order. L 10:54 The previous order (not yesterdays) referred to was not cancelled 1542 delivered 9 March 10:56 Leanne | Customer Service which order are we talking about now? which order would you like to be re-instated? the cancelled one? L 10:56 Nothing needs to be reinstated - you have missed that boat - that would have been brilliant yesterday and only necessary because Amazon lost the order at the depot. 10:57 Leanne | Customer Service okay, so how can I assist you today? L 10:58 I would like reassurance, that, as with the 9 March order, if you lose part or all of the order, you will take the customer service steps to simply advise that you have lost the order and that the order will be delivered in a different time slot, not cancelled. 10:59 Leanne | Customer Service We will replace missing items where possible or refund you when the items are not available. L 11:00 Getting help... This does not cover what I am asking. Everything is possible, it is merely whether the operative is willing to consider the clients needs in receiving the order and not being lazy by taking, what I must assume to be, the easy options and cancelling the order 11:03 End this chat Leanne left the discussion, without warning.