Last month, I posted about a Knipex mini electronics pliers deal at Amazon.
$8.03 for some handy precision pliers? Great! I waited a little bit and then bought 2 for my own use.
These pliers were listed as temporarily out of stock, but would ship when they became available again.
I received an email earlier this month, and so did Benjamen, about how we must approve a delay by February 2nd, or our orders would be automatically cancelled.
Both I and Ben approved the delays and updated our orders, but the same alert message persisted.
Take action by February 2nd, or our orders would be automatically cancelled.
Now, this is a relatively little problem in the grand scheme of things. But for reasons I cannot quite explain, it is extremely aggravating and even infuriating.
Ben spent 40 minutes on a chat with Amazon, with the result being a new order being placed, and a manual price adjustment since the pliers are now being sold for $33.49.
If you ask me, that might not have been the best approach, as placing a new order likely puts you last in line for order fulfillment. That would mean a longer wait, and greater chance of order cancellation.
A few years ago, I bought several Bosch L-Boxxes on sale as part of their Holiday $20 off $100 promo (or similar). Amazon automatically cancelled my order in January or February because of delays. They delisted that L-Boxx size and cancelled my order. They reslisted it a few weeks or months later when they received new inventory.
I believe that Amazon will still do this if they don’t know if or when they will receive more inventory.
I thought email would be a quicker path to getting this fixed. My decision wasn’t based on hearing about Ben’s experience, but because I figured an email would be quicker and easier. Boy was I wrong.
Amazon customer service reps are swift and helpful when you have a common e-commerce problem. If my order is delayed, there’s an issue with pricing, or something arrives defective, damaged, or is the completely wrong item, they’ll fix things quick.
With this issue, they are utterly incapable of helping.
Amazon Reps are Too [Blank] to Help
I don’t want to commit to any one word, which is why I left a [blank] in the post title.
This was my first email:
I placed this order, for 2x Knipex 37 13 125 Electronics Pliers (ASIN B005EXO0UY), for $8.03 each.
The item is backordered, which I am okay with.
I received a notice that my “attention is required to continue processing” the order. It was asking me if I am okay with the delay, and YES I am.
I updated the order with approval. It didn’t look to have been processed, so I did it 2 more times.
I received 3 emails saying: “Thanks for approving the delay in your order #123456.”
I just checked again, and it says that if I don’t approve the delay by February 2, 2016, the order will be cancelled.
Why is it showing this?
I wish for the delay to be APPROVED and do not want my order cancelled! But I approved the delay and it keeps showing the same message.
What should I do?
I’m sorry for the inconvenience that has caused to you.
I understand that you want the KNIPEX 37 13 125 Electronics Pliers.
I’ve checked your order and see that it is temporarily out of stock.I can also confirm that your order is not been cancelled and will be delivered to you once available.
When an item is listed as “Temporarily out of stock. Order now and we’ll deliver when available,” this means the item is currently out of stock. We can’t predict exactly how long it’ll take us to receive this item or when we’ll be able to ship it. If you placed an order for one of these items, we’ll do our best to get the item for you, and we’ll e-mail you as soon as we have more information from our suppliers.
Thank you Gowtham, for not reading any of my message.
When I explained the problem a different way, they confirmed that the item is backordered.
Then it got more ridiculous.
At the beginning of my next message, I said:
I am not receiving emails telling me that approval is needed.
When I look at my open orders at Amazon.com, that is where it continues to
say that my order will be cancelled if I don’t approve it by February 2nd.
And they replied with:
I understand that you have still receiving a email regarding approval for the order  even though you have already approved it.
And I said, in part of my next response:
Every time I check my order status on Amazon.com, and NOT in any emails, it
shows the same warning message, that my attention is needed to continue
processing the order or it will be automatically cancelled.
And they responded with:
I’m sorry to know about the email that you are receiving for the order.
Here’s the thing – Amazon does a whole lot of stuff automatically.
If it says it will cancel an order if the delay isn’t approved, and it continues to show a message prompting for approval and updating, it will cancel that order if the action requirement is not cleared and the order doesn’t ship out by the designated time.
So…, yea, we broke Amazon. I’ve had to approve delays before, but never had a persistent alert that continues to ask for order approval even after approval is given.
It’s strange that both myself and Ben have encountered this error. We talked about it, and assume that some of you who also ordered the pliers are seeing the same error.
This has been one of my worst experiences with Amazon customer service. Some of the replies I’ve received call their reps’ reading comprehension into question.
I don’t like to call or chat with Amazon unless I really need to, because the situation hardly ever calls for it, and complex problems can be time consuming to discuss in chat format. With an email, I can fire off a question or request, and most of the time a problem with be automagically fixed sometime later, quickly and to my satisfaction, without much effort on my part.
In the grand scheme of things, this is a teeny tiny and almost insignificant issue. Right now, it’s invoked some very colorful language that I’ve spared you from.
Have you had this persistent “approve the delay or we’ll cancel your order” problem? Any luck in getting Amazon to fix it for you?