What Happened To The Best Of OMD CD I Ordered From Amazon.ca?

For the last three Christmases, a good friend of mine has given me an Amazon gift card.  In order to redeem it you have to have an active account.  Since my old one was apparently discontinued (probably because of a defunct email address and years of inactivity), I had to start a new one.  (I should clarify that my parents were the ones who used the old one and not very often, at that.)

No problem.  It takes two seconds to sign up.  Adding a gift card balance is just as quick and simple.

After searching Amazon.ca for music long coveted on my CD wishlist, I was able to spot some elusive titles I had been unable to nab at local record shops for years.

Back in early 2016, you only needed to purchase $25 worth of merch to get the free shipping & handling deal.  So, I bought a couple of titles right away.  And then, when I discovered they accept a Visa debit card, I was able to buy two more later on in order to use up the rest of the balance, also with free shipping.  Anything over my limit would be withdrawn from my seriously depleted account.  (Hey, experienced blogger looking to get paid over here.  Offers welcomed.  Send email or a DM.)

Just a few days after ordering, all my requested items showed up at my house.  Fantastic.

The following Christmas, Amazon.ca jacked up its free shipping & handling minimum to $35, so I ordered everything I wanted in one shot.  All my requested CDs showed up relatively quickly although my Matthew Sweet hits compilation could not be opened without breaking the case.  I don’t know how it got so stuck but once my dad got it open, I discovered the liner notes, the back cover and the disc were in perfect shape.  Thankfully, I had a spare case to replace the broken one.

That brings us to December 27th of last year.  Three days earlier, my friend once again generously gave me an Amazon gift card.  I ordered 4 CDs.  Two arrived on January 2 while another showed up the following day.  The fourth, The Best Of OMD, was scheduled to be delivered on January 4.

It never arrived.

So I vented in a tweet on Twitter which was spotted by the helpful folks who run the Amazon Help account.  They asked me if I had been sent an email about this.  Sure enough, in my in-box, was this notification:

“We recently learned that we may miss your delivery promise for your Amazon.ca Order…and apologize for the inconvenience. You’ll still receive the item and you can track the status of or make any changes to your order under Your Orders on Amazon.ca…”

When the disc didn’t arrive on January 5, I was told by the Amazon Help folks to sign in to my account and talk to someone with direct access to my order.  It took a few tries but I got on the live chat there.  I was told the following:

It seems, the shipment was possibly delayed by the carrier due to huge holiday deliveries. The carrier has apologized and states that ‘We’re working hard to process and deliver record holiday parcel volumes as quickly as possible. In some cases, customers may experience a delay in delivery. We continue to devote extra resources to serve you and apologize for any delays’. Usually this does not happen, please accept my sincere apology for this bad experience with us and I hope you can understand our limitations as well as of the carriers.”

I was then informed that I would receive a $5 “courtesy credit” that will go towards my next purchase.  And also this:

“I have requested a redelivery of your order on priority. The maximum time carrier would require is till Monday.”

To make sure I understood completely, I replied, “I appreciate that. So, just to be clear, [the CD] should be here no later than Monday?”

“Yes, correct. Thanks Dennis for understanding.”

It didn’t arrive on Monday.

After trying for over an hour to get back to the live chat (I later got an email from an Amazon rep who had seen me sign in even though I couldn’t see anything on my end), I gave up and wrote an email.  Just before bed late last night, I received an apologetic message from a different rep:

“As the estimated delivery date is already passed at this point, we can only presume that the package was lost during shipping. I sincerely apologize for the incorrect update.​”

I was to receive a full refund for my order (which was confirmed today).  They couldn’t replace the disc because The Best Of OMD was only sold through MegaHitRecords Canada (a third party) and not through Amazon.ca.  (They only “fulfilled” the order.)  I could always try again and re-order the CD (Ha!) or if the original disc magically appeared out of nowhere one day, I could let them know and just pay for the damn thing.  I could also refuse it (why would I do that when I want it?) and have it returned.

At any event, while I appreciate the credit, the restored portion of the gift card balance and all the apologies, I still would like to know what the fuck happened to this CD.  Because there is a Canada Post tracking number for the delivery, you can also track its progress on their site.  But much like Amazon, there’s no further update beyond December 28.

According to Canada Post, “The shipper [MegaHitRecords Canada] has created a shipping label for this item and has sent us electronic information.”

That’s followed by this alarming notice:

“If no additional updates are showing in Track, it means we have not yet received the item. We will track the item once we receive it.”

Wait.  Canada Post didn’t acquire my ordered disc?  (They only got the label to put on it?)  Then, where the fuck is it?

I’ve sent a message to MegaHitRecords Canada and hopefully they’ll have some answers for me soon.  (I’ll update if I hear anything back.)  What’s so puzzling about all of this is that 2 of the other 3 discs I ordered that did arrive as scheduled were also fulfilled by Amazon through other 3rd-party sellers with zero difficulties.

Furthermore, MHR has a 99% approval rating on Amazon.  One pleased commenter wrote yesterday, “fast delivery all good!”

Don’t tell Bernie but I’m part of the 1%.

Dennis Earl
Hamilton, Ontario, Canada
Tuesday, January 9, 2018
6:55 p.m.

UPDATE:  MegaHitRecords Canada responded yesterday apologizing for the undelivered CD but didn’t provide an explanation for why this happened in the first place.  (It remains a baffling mystery.)  I was told it was Amazon’s problem now since they fulfilled the order.

Originally, I was going to wait things out and see if the CD would actually show up within the next few business days.  After all, my most recent Internet bill was late.  Usually, I get it about a week or so before the payment is due.  Instead, it arrived on January 2nd, two days after the due date.  (I paid it immediately.)

But after thinking about it and discovering there was only one copy left of The Best Of OMD on Amazon (which is now curiously sold directly through them, not MHR Canada as before), I broke down and decided to buy it.  Thanks to that $5 credit I received and another helpful Amazon rep who made sure I still got the free shipping, I used my gift card refund to pay for it.  Now I should still have close to 4 dollars left on it (right now it’s zero) but at this point, all I care about is finally getting this goddamn CD in the mail.  I got the two-day shipping so it should be here on Monday.  Here’s hoping.

Dennis Earl
Hamilton, Ontario, Canada
Friday, January 12, 2018
1:16 a.m.

UPDATE 2:  Great news!  The second copy of The Best Of OMD CD I ordered arrived earlier this afternoon at my front door.  I am so relieved.  Many thanks to Amazon’s excellent customer service and all the folks running the @AmazonHelp Twitter account for all their assistance.  As for what happened to the original copy I ordered, it looks like it will forever remain missing.

Dennis Earl
Hamilton, Ontario, Canada
Saturday, January 13, 2018
4:54 p.m.

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Published in: on January 9, 2018 at 6:55 pm  Leave a Comment  

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