Any advice for how to go about escalating a complaint to Amazon UK?
I am a Prime member and ordered a product on Prime day with next day delivery. Four days after the expected delivery date and it still hasn't arrived. I have been emailing their complaints department (so I have a paper trail) but I'm not getting anywhere. The reasons for the delay keep changing, but it now appears that they could not guarantee next day delivery as the item was not actually in stock, despite what was stated on their website.
They promised 'without fail' that the item would finally arrive last night but it didn't, and today I checked the online tracker and it said that I had requested a change of delivery address. When questioned, Amazon have stated that the courier changed my address on the system. They haven't yet answered how and why they were able to do this without my permission.
They are also now appear to be saying that they do not know where my original item is, but they have processed another order and it will arrive on Sunday. I have stated that I did not give them permission to do so, and all I want is the original item. I do not want to wait a further two days.
Im so frustrated and seriously at the end of my tether. I feel that my complaint is not being taken seriously and I am continually being lied to. Does anyone know how I can take this further? Conveniently, the contact information on their website is quite sparse 