"Customer service" departments which are anything but.
I have a number of books on order from a second hand retailer on Amazon, for a family member. They were ordered just after Christmas. According to Amazon's parcel tracking system, they were dispatched a few days later. The latest tracking update (New Year's Eve) is that the delivery has been delayed "due to external circumstances"; however, the location is given as a town a few miles from home. Given that the delivery firm (Hermes) doesn't have any distribution facilities at this location, it must be a local "drop off your parcel" type of place (which, according to Google maps, there are two of in the town) which also serves as the pick up location for the local delivery driver(s). My parcel has (apparently) spent over 10 days here, doing nothing.
Anyway, the easiest thing to do would be to just go and collect the parcel in person. However, that would involve speaking to Hermes, which is basically impossible (their online help system is absolutely useless for anything other than "where is my parcel?"). So I contacted the retailer through Amazon's system, explaining the situation. I received a reply, here is a direct copy:
As some deliveries can be held up due to unforeseen circumstances could you allow a little more time for your item to arrive?
Fair enough. I replied, in a polite manner, restating that it's been over 10 days, I know it's not your fault, can you just ask them what the problem etc. Guess what reply I got?
The exact same message, copied and pasted. What an absolute waste of effort!
(Incidentally, if anyone has any suggestions as to what I could do next, please let me know!)