Major problems getting Amex delivered – anyone else?

[jimlad48]

Long time lurker, first time poster, but deeply frustrated by AMEX and wondering if I am the only one?

I ordered an AMEX platinum on 17 march, was told it would be delivered by Thu 21 March through Royal Mail. By Thu 3 April it still hadn’t arrived. Rang AMEX who ordered a new one same day and said it would be delivered by 8 April by DHL.
Rang today to discover that apparently DHL ‘attempted delivery’ on Fri 4 April, despite my being in and not leaving any evidence of attempted delivery. The card is now lost and cannot be redelivered apparently. I’m now on my 3rd attempt to get a card delivered, which will apparently involve DHL again, and should be done in 3 days time – but they can’t give me a tracking number on the call, so I need to ring up again to get the tracking number to find out where my card is.

Its taken nearly a month and now on 3rd attempt to get the card and I’ve nothing to show for it. When I raised concerns that the bill was being generated in 5 days time, and how can I pay a bill for a card that I’ve never actually seen, I was told I’d need to ring up AGAIN and pay it over the phone. This is an astonishingly poor effort here by the company, and I’m struggling to work out what to do – I’ve paid £650 for a product I’ve never seen, and which it seems is beyond the wit of two major delivery companies to deliver to an address in a residential area of South London.

Is this worth a formal complaint or should I suck it up?

[aq.1988]

If there’s a chance you might not be able to spend the required amount in the timeframe to hit the SUB, then it might be worth asking them to extend the date (not sure how likely they are to agree). Especially, as the clock starts when you are approved, not when you activate the card.

[RV]

As a watch out, personally I’d keep both my eyes open for potential fraud. There are several reports of card theft in London, including 2 recently from myself (although mainly concerning Royal Mail). https://www.telegraph.co.uk/money/consumer-affairs/royal-mail-fraud-investigation-missing-bank-cards/

Worth asking Amex to check if the cards were returned to the sender, and if you (or Amex) need to log a police report for the missing cards.

I also had the same problem with DHL. I was at home when I got the text message of the failed attempted delivery. I went downstairs very quickly to still find the DHL van outside. They tried to deliver to a different address (!!!!).

Good luck getting it sorted!

[Deek]

I also had issues getting my card delivered last year – rang Amex after 2 weeks and they sent another out, which took another 10 days to arrive. Then a week after the second one arrived the first one pitched up!

[jimlad48]

Thanks all – sounds like its not just me then. Really unimpressed with Amex to be honest – have come back to them for Platinum due to a need for it outside of sign on bonus (long story), but their customer service feels really shoddy.

[Maples]

I had an issue with my supplementary user’s card when it was dispatched on the same day as mine back at the end of February. Mine pretty much came the next day after it had been dispatched, and then the other card didn’t turn up. I asked for it to be resent, and DHL was better since I was able to fully track it by using the webpage they provided and the tracking number. I think about 3 weeks later, the first supplementary card arrived… Going with the other comment, yes, I live in London.

This isn’t really on Amex, though. I’d say it’s more to do with Royal Mail/DHL with missing items, and this is the second time a card went missing for 3-4 weeks.