Shocking service. Really appalling. DO NOT TRUST THEM WITH EXPENSIVE PURCHASES OR CHRISTMAS GIFTS!! Amazon Prime is a con. Do not waste your money. I ordered an item on PRIME delivery on the 2nd Dec. When it didn't arrive on next day, being a patient person, I did not panic, i understand that these things can happen. It was not until the 10th Dec that I was told the order 'had been lost'. I contacted Amazon and was assured that a replacement would be sent the following day. This item did not arrive. I contacted Amazon and was told that the replacement was 'out of stock' but they will happily cancel my order so i can purchase a new product. I panicked and did not want the order cancelling (Expensive Christmas present) instead I asked that a suitable replacement was found. No such luck. The lady I spoke to could not offer a suitable replacement because the item was purchased on black Friday and given that this was a week later, the deals no longer existed. My order was cancelled and I was offered a £15 credit. woo hoo. In a panic i purchased a product that was substandard to the one I wanted but cancel the order within 5 mins. I then found a suitable replacement at a price that was £100 more then I originally paid. Again, i made the purchase on Amazon Prime. The delivery should have been with me today. Low and behold, no surprises here, the delivery has not arrived. (14 days later!) I even checked on the order at 10am and was informed that it was out for delivery (despite the online system saying it hadn't been dispatched). At 4pm, i decided to check again, the online system still says it hasn't been dispatched so I spoke to a new member of the team. I have now been told that due to a computer glitch, my order has not been dispatched. The manager I spoke to told me there was nothing he could do about it (this is an item sold by Amazon by the way, not an independant seller). I was offered £5 for my trouble. Here is a list of the colleagues I spoke to and the misleading information that I received from each. Amazon, if you are reading this, I have copies of the chats in case the below seems a bit too far fetched. :) Colleague 1 (name is protected as I know this is not a personal issue) Specifically told me that there were 2 replacement items in stock and I would have delivery the next day. Clearly not true. Colleague 2 Assured me that a replacement would be with me the following day (this is when then second delivery did not arrive) She also told me that I would be issued with a refund would be issued for my first purchase. Still not received my refund or my goods. Colleague 3 Told me that he could get a member of the complaints team to call me.... And that a refund would be with me immediately. No one called and no refund issued. Colleague 4 logged in to the chat, read my question and logged out Colleague 5 logged into the chat, read my question and logged out Colleague 6 Offered me £5 and then told me that she could not request that a manager called me. It isn't possible apparently. Colleague 8 (a Manager) Told me that he cannot say my order will even be with me in the next 2 days. As I am sure you can imagine. I have tried to email a complaint in. TRIED. When I first sent an email, it got bounced back due to it being 'too large'. It was just a written email. Email 2 - i moved the written email to a Zipped word document - Bounced back. File still too big. Email 3 - Now containing a Zipped PDF made it through but the team couldn't speak to me because they didn't recognise my email address. Email 4 and 5 sent from the only other 2 email addresses I have ever possessed. No response. To sum up this incredibly shocking service and the parts that I would want people to know before trusting Amazon with any money. 1 - I am now over £1000 out of pocket because I have purchased the same item 3 times and not received any of the items or a refund. 2 - Amazon Prime means nothing. The original order was placed on the 2nd Dec. It is now the 16th Dec 3 - the customer service team are simply there to listen to complaints and do actually have the ability to make any changes. 4 - apparently a £5 credit on an account is an acceptable way of resolving any issue. 5 - the complaints process has been made purposely hard to access to ensure people give up before a complaint it logged. I have informed the Manager that I spoke to that I will be writing this review and his response was: 'we welcome your feedback' Anyone sense the sarcasm? I will update this review tomorrow morning and then every half a day thereafter to keep you all informed of my progress. Watch this space and wish me luck.