Saturday, 28 August 2010

Warehouse Deals by Amazon NOT

Copy of an email sent today to

note the words: by Amazon (with logo)
I am writing to suggest that you investigate the legitimacy of a third-party seller on

I have always assumed that the Amazon Warehouse Deals section of the is a part of Amazon itself because  they trade off the Amazon name, use Amazon logo, paperwork, packaging and use the same returns address as Amazon.

I tried to order a new TV today but when I tried to go to checkout, it said they couldn't deliver to my registered home address.  There was no plausible explanation for this as far as I could tell and there was no useful help available on the site so I called Amazon to try and get it sorted out.

Doesn't look like a 3rd party does it!
The first shock was that I was told that Amazon Warehouse Deals is a third-party seller and isn't part of  Putting that aside for a second, I continued with the enquiry regarding the delivery address.  We did some tests including adding a 'regular' Amazon product through to order which proved my registered address was working (this order was subsequently canceled). I also tried adding another Amazon Warehouse Deals item (A Panasonic TZ7 camera) which also went through to order without a problem.  I also tried a similar Panasonic 42" Plasma TV to see if it was anything to do with the size or weight of the delivery but that went through to checkout as well.

Amazon said they would raise an internal inquiry to work out what the problem was because all Warehouse Deal items are shipped from the Amazon warehouse and therefore are automatically valid to be dispatched to any UK address.  This also revealed that the 'Third Party' seller is shipping items stored at the Amazon main warehouse!

I asked for Amazon Warehouse Deals' phone number and email address but neither of these were available to the calltaker.  I found this incredible considering all third party seller must surely have to register with Amazon - at least their basic detail like phone, emails and trading address.

I was told to wait 24 hours and try again, after which time, Amazon would have resolved the matter.  I was annoyed because that could mean someone else making an order on the TV.

So, my original issue is - how can Amazon allow a third party seller to act as though they are Amazon themselves by using their logo, paperwork, packaging, returns address and dispatch from the same warehouse as Amazon?  I think it is reasonable to assume that Amazon Warehouse Deals is a returns arm of Amazon which processes returned goods and makes then available at a discounted price - just like it says on the Amazon website:

'Warehouse Deals by Amazon' but it is a third party seller? Deception rather than honest sales practice.

Update - 4:47pm

Amazon sent me an email - To Mr Jones . . .  My feedback  rant reply below.
Email to Mr. Jones.  I am Mr. White! Otherwise, the call was dealt with as well as can be expected BUT

1. I think it is a deception that Warehouse Deals 'by Amazon' complete with the Amazon logo, paperwork, packaging and returns address can be a third party seller. I and many other 1000's of people will think Warehouse Deals is a part of Amazon and therefore feel confident in buying from them.  I don't like buying from third party sellers on Amazon and always stick to Amazon only.

2. I find it incredible that Amazon have no basic contact details for 'Warehouse Deals by Amazon'- even an email address or phone number. I even found out as part of the phone conversation that they dispatch all their items direct from Amazon's 'actual' warehouse.  This is hardly third party is it!

Also I would like to comment on the feedback form which insists on an order number before it will submit.  This is fine if you have an order number but no good if the original issue is because you couldn't order what you wanted!!!!!

Suggest you make this field optional so I don't have to bung in an old order number just to get it to send.

Updated 6:24pm

I just found this on the Warehouse Deals by Amazon web page:

About Seller
Warehouse Deals is a trading name of Amazon EU Sarl, and is part of the Group. We offer open box, customer returned and warehouse damaged merchandise at reduced prices with the benefits of fulfillment and customer service.

Please note that, due to the nature of Warehouse Deals' items, we cannot replace your item, nor can you return items for defects which were disclosed in the description of the item in Warehouse Deals' Marketplace listing.

Warehouse Deals will deliver only to UK mainland addresses.

Update 7:16pm

I have just emailed Warehouse Deals by Amazon to inform them about my inquiry with Amazon:

I wanted to inform you that I have raised the following issue with Amazon regarding a problem I am having trying to buy an item from Warehouse Deals from Amazon.

I cannot complete purchase because the system will not accept my UK delivery address.  The item is a Panasonic 42" Plasma G10 TV priced most recently at £407.89.

I have also questioned why Amazon refer to you as a third party seller despite the fact that you use Amazon's logo, paperwork, packaging, returns address and dispatch from the same warehouse as Amazon?  You describe yourselves as follows: "Warehouse Deals is a trading name of Amazon EU Sarl, and is part of the Group". How can you be a third party seller and also part of the Group?

Finally, is there a way you can reserve this TV while this issue with the delivery address is sorted out.  Amazon has asked that I don't try again until September 1st, 2010.  I am concerned that this item may be sold to someone else by then.

Many thanks
David White

1 comment:

Anonymous said...

Not good..... I would have expected a transparent service from a well respected organisation such as Amazon.

Hope that this gets picked up as an issue by Which and investigated.