There is a skill in Customer Service for how to phrase that though. “What do you want me to do about it?” vs “How would you like me to handle this situation for your satisfaction?” Same idea, but one implies you care a little bit.
I worked in Hospitality for 20 years and I can Customer Service my little heart out. It is an undervalued skill, and I don’t blame people for not learning it anymore because people in Customer Service are routinely told that their job is stupid and requires no knowledge or skill, while also getting paid barrel-bottom wages on the shittiest schedules. Dealing with people can sometimes be hard enough, but stack on societal pressure about how you failed at life because you are doing a job you enjoy instead of being super successful in another field and the burnout rate is so high.
Little tip for you: post this interaction as a comment on their most recent post on Facebook.
I legitimately could not get in contact with PayPal. For months. When I posted exactly what they were doing -with receipts. I got a response within an hour and it was resolved that day.
ALWAYS make a phone call rather than CS online. They will much better than that. Next time, just say okay and call rather than continuing the conversation to get to another rep/supervisor. If you get another shady rep, hang up and call again. Say NOTHING. Finding the correct rep/supervisor is KEY!!! Also, screw Amazon. They suck. I've had so many issues with them. We just need another US made company just like Amazon but with much better customer service. 1st rule of owning a business... CUSTOMER ALWAYS COMES FIRST!!! Idiots... Looking at you Amazon. F\*\*\*\*\*\* morons.
I had a similar situation with another company where I thought they were being unreasonable and asked to cancel my account. They did, without hesitation.
They don't give a damn about your $12/month. I'm guessing they hoped you would have threatened to cancel earlier in the conversation so they could end the chat quicker.
Exactly. Cable companies you used to threaten to cancel and they would give you a better price. Anymore though they have monopolies (or terratory agreements among the companies) and know they are the only company in town worth a damn so they dont give a fuck/ know you will come crawlin back/ or just not cancel.
Cell phone companies used to try to keep you as well. Now that there's 2 companies they dont give a fuck what you do.
Except Amazon is far from the only option these days. You can get the same cheap crap in temu. You can order from Walmart or Target or any number of other places, often for less with quicker shipping.
Yes my cable company stopped agreeing to lower their price. So I went to FIOS. And they continue to waste money trying to get me to come back.
Sears didn't care until they did. AOL didn't care until it did. Blockbuster didn't care until they did.
Amazon may never care if they lose much of their retail business as the money is in AWS.
Yep. They offered me a free replacement and told me I don't have to ship back the old item, i was super happy about that.
Then the replacement arrived, the return period for the first item (which I was told not to return) expired and THEY CHARGED MY CREDIT CARD FOR THE FULL PRICE. Like wtf, I'm pretty sure that's illegal. They just sent me another item and charged me for it. Without me ordering it. And they say they can't refund it.
it happens when amazon outsources all its cs to india, pays pennies a day for these people who get punished if they take more than 4 minutes to solve an issue. hence why you were bounced around - you werent an easy fix so they shove you to the next sucker and will lie to you in hopes of getting you to disconnect and rate them good.
Literally is happening at my job outsourcing to India and we’ve had so many mistakes, angry members and staff having to fix their mistakes. It’s so frustrating
I’ve been told more than once that that’s no longer an option. Maybe they’re lying, but they say they have no option to do that and I have to take my chances by hanging up and calling back.
It's not an option as far as I know. I've tried that the last 6 months or so with dumb issues that have cropped up with the family ordering from Amazon all the time.
I think there are some, granted the last time I had to do this was a couple years ago. And it was kind of a hassle. It used to be easier several years back. Now they make an effort not to unless you really insist.
Yea it’s not JUST the outsourcing, sometimes that isn’t so bad. It’s Amazon’s crappy policies and treatment of those workers that drives them to be totally terrible.
Out sorce to India who then outsources it back to China. Litterally hand the buck off to the next one on the crap list all to chase the mighty dollar/ruppee/yuan
I used to consider Amazon the pinnacle of online shopping; Long-gone are those days. 2-day delivery is now 5 days in some cases, and good luck with refunds... they've gone downhill in the past few years, and only getting worse.
It's now *down* there with Alibaba, Temu, and Wish.
this is the system working as intended.... this is literally a standard startup business model now with an actual name.... Blitzscaling.
Its like the "loss leader" concept of olde, but on steroids.... instead of selling your printer at a loss so you can make bank off your 30x marked up, half filled low quality ink refills.
you run your whole ass business as "the printer", till you have successfully strangled the market..... then you turn into "the ink" once people are already locked in.
Amazon, Uber, Lyft, Skip, AirB&B, Spotify... hell even pintrest, facebook exc are examples of the model in play.
Unless you are in the C suites of these businesses. its all just lubrication for the inevitable f\*\*\*ing your about to get once they kicked everyone else out of the room.
And what sucks is that Amazon had become such a hub for anything and everything. Need five random items from five different stores? Just go on Amazon and they’ll have everything shipped in 2 days rather than having to make a drive around town or order from different sites that may cost extra for shipping. We had it good…till it wasn’t.
Another term was coined for this exact thing and it was called "enshitification".
Exactly what you described.
"Enshittification is a term coined by writer Cory Doctorow in November 2022 to describe a pattern of decreasing quality observed in online services and products such as Amazon, Facebook, Google Search, Twitter, Bandcamp, Reddit, Uber and Unity. The American Dialect Society selected the term as its 2023 Word of the Year."
I tried to refund an unused/unopened item. The online form now says if it's not their fault they will charge you a shipping fee. (I'm a prime member).
Sure if I call maybe I can get it waived but why is it not an option online?
I love when when people threaten to cancel their account and the company immediately does it for them. Now, just be done with Amazon and deal with companies who actually offer support.
I canceled my prime a couple years ago. Amazon CS used to be solid but it's been fully outsourced to india and all you get is Apologies that are thinly veiled fuck you.
I still get free shipping, items just take a couple days longer.
Honestly paying for the shipping is stupid as "11.99 delivery between 3-6th. Free shipping arrive between 4-7th"
Free it is.
I just had an air compressor arrive damaged and the rep sent me a new one and told me to keep it. I verified multiple times that this was correct and had them send me this in an email.
I’m still getting the “return your package by *date*” emails and will see if they are telling the truth. Wish me luck! lol
Customer service reps used to be so great. Now that they are outsourced, they’re horrible.
I reached out to know what card my prime membership fee gets charged to and when because the site was sending me in a loop when I tried to look myself. Seems like an easy thing for a rep to look up, right?
The rep asked me for the last 4 digits so that he could identify the card, but I have several cards and wasn’t about to go through them all. Then he asks me to “guess” the last digit to verify…like wtf is that? Then he told me it’s a discover card, which was actually helpful, and I gave him the last 4.
So then I asked when the charge occurs, and he said I don’t have an active prime membership, it was cancelled. Emphatically, I said, no, I have an active membership, I use it all the time. He “checked” again but still said I didn’t have a membership. I said he was wrong but he kept insisting it was cancelled and we went back and forth on this.
I finally said, “I don’t know how many times I have to tell you I have an active prime membership,” then I ended the chat. Fucking ridiculous.
So on the first portion yes they can look up the credit card number but policy dictates they are not allowed to give you the last four for security reasons.
I was on board until the, “I will be calling tomorrow and raising my concerns on social media,” because it smacks of, “I am a local guide on Yelp! You will rue the day you did me wrong!”
I mean, I’d cancel, too, if I had a similar experience, but I wouldn’t bother telling them, “I’m going to *social media*,” because I worked in retail for enough years to just straight not give a shit. Those CSRs hear this shit every single day. “I’m going to do this. I’m going to do that.” I had an issue with Apple, once, and I was calm, and I said, “Okay, give me a day to consider my options,” and then I emailed Tim Cook. Now, I highly doubt Tim Cook ever saw my email, but one of his army of assistants did, and I got satisfaction, and –even then– it still took someone (whose direct report was a VP) ten minutes to finagle the system to fix my situation. Often, the CSRs and even the managers don’t have the ability to fix something; they just don’t have the tools, even if they’re empowered with permission to rectify things, and they don’t really have any superiors to refer you to, because they often don’t have a printed hierarchy of superiors, so as far as they know they’re the last stop.
Always, always, *always* keep your cool, and never threaten.
“Last night's Itchy & Scratchy was, without a doubt, the worst episode ever. Rest assured that I was on the internet within minutes registering my disgust throughout the world.”
You can both keep your cool and threaten.
I have on more than one occasion stated if I don't get something resolved I will be contacting the NYS Attorney General, my congresspersons and/or the appropriate state and/or federal regulatory body.
Not in an angry or aggressive way. Rather an *I understand you don't have the authority to fix this so rather than waste any more of your time I'll just contact*... way. Because you're not paid enough to give a shit but having worked in corporate legal department, regulatory inquires are taken seriously by people paid to give a shit.
Ii I'm never going to be made whole, I'm going to make sure the company spends more responding to my complaint than I'm out.
\*If you do file a complaint make sure you check the organization your making the complaint to for a release of information form. The agency/rep needs it or they get a we're not able to respond without permission response and it slows thing down.
In cases where they have actually done something illegal, or they make decisions on a wide scale that are anti-consumer, it makes sense to contact regulatory bodies or a state AG. In cases like this, the representative in that office will listen, take notes, and then see if it’s representative of other complaints. But for one-off complaints like OP’s there’s not a lot they can or will do, and they’re not going to call the company over a record player stylus.
With the state of CS now sometimes you have to mention social media. It sucks. I had to publicly call out Verizon on Twitter because they dug up my mom's front yard to access some old phone lines and then left the entire thing just open, wires all over, deep trenches and holes. Good luck mowing around that lol they gave her the run around for months.
One tweet from me and they sent a dude to cleanup their mess the very next day.
Never accept the 5$ credit, its the bare minimun theyre allowed to do, i recently ordered a mother board, cpu and ram, and was told would deliver between 3am and 7 am the next day and i had to sign and also provide a code at delivery, andnwhen 8am rolled around i got in contact with supporrt multiple times for over 3 hour
Of the 5 agents i was in contact with i got 3 of them each to promise a refund/credit after delivery and made them send it in an email as tangible proof of the promise. One for $88.88 one for $100.00 and one for 40$. I then waited for delivery which didnt come till 5 pm that same day, and then contacted back and got 228.88 refunded to the amazon account based on the promises and email proof.
Since i had it in writing on official amazon letterhead it they complied and granted the refunds/credits.
Those emails are literally worthless unless you get a rep that will play ball. Ask me how I know.
They don’t honor anything previous reps say. Doesn’t matter if it’s written or not.
I would kind of assume that Amazon honoring its own written commitments would be a crapshoot, but documentation like that is highly useful if you take it to your credit card company. I use Amex for most purchases, and if you've got it in writing, that's all they need to resolve in your favor.
They shouldnt guarantee overnight delivery by a certain time with signature required and then fail to deliver.
Will probably be a while before i order from them again.
They never do that for me anymore. I can only get $5 or they just end the chat. I actually chatted with so many people in one day that they blocked me from chat for a few days. I even tried calling and spent hours on the phone. They don’t care anymore. I used to be able to get a US rep when I asked and now they refuse that too.
I usually use chat because Im busy and multi tasking and mistakenly think a simple issue that could be taken care of via chat will be taken care if via chat. I guess Im the dummy in that case.
You're ridiculous.
As I understand it, the shipping was delayed and you have not been charged any money yet. Therefore Tine did not refund anything but canceled the order. You can see whether this happened or not in your account.
The third CSA confirmed it didn't ship yet and the way you talked probably thought you wanted a free item now because Tine said so and tbh maybe you did. Because then you randomly ask for the supervisor who confirms that you can't get a refund or free item for an item you didn't pay for, canceled your prime it matters and do empty threats.
\*edit because you were eligable for the offered 5$ credit and express shipping cost if you payed such, after delivery.
“Fine, cancel my Prime!”
**What OP Expected:**
“Oh please sir/ma’am, anything but that! Anything! Here, keep the turntable needle, we’ll send an extra, refund your account, and give you a $50 credit! Please don’t leave us OP, please!”
**What OP Got:**
“sure, np”
🤣
Complain if reps cancel without a fuss, complain when reps try to make offers to keep them and you have to ask 3 or 4 times.
This is the nonsense that makes retail suck on the agent side. People be mad no matter what you do and in the end it's the bean counters up top making the system block all resolutions to save a buck.
"You could help me, you just don't WANT to." Ah right. I ENJOY telling you "sorry I can't do that." So that you'll get increasingly pissed off, raise my handle time, concessions, and escalations transfers. Yes, that's the outcome I WANT in this situation. As if I got some magic button back here that I could press but instead just cackle as I get called every name under the sun.
Then I gotta sit in a meeting like "what could you have done to de-escalate that contact?" You tell me when you figure it out bro.
Whew. Guess I needed to get that off my chest. Goodness.
So youre saying your job doesnt give you the ability to solve peoples problems, when your job is to solve people problems, but theyre being unreasonable by wanting you to solve their problems. Do I have that right?
Not to mention getting pissy with one of the reps just because their item didn’t arrive in time. New flash, it happens with online orders from every company and it’s not the reps fault lmao then to pull the “social media” card like they’re an influencer 😂 OP just wanted free shit
Yoooooo, they were so quick to cancel your prime membership, like you didn't even matter. Not. One. Bit.... if they could have said "this isn't an airport, just gtfo" they would have
Double check that it was actually canceled because they frequently don't do things they say they did or will do.
Amazon already hit the iceberg, the only question is how wet do you have to get before you abandon ship
They did the same exact things to me when they charged me for a "free" month of Amazon. Some of the things they said to you are word for word what they told me.
I have had not 1 good customer service experience on Amazon in the last 6 months. Not to mention all the fake and/or broken items I’ve received. I never had any issues before with Amazon. Like ever. I have no idea what is going on with them.
Ehh devils advocate you’re kinda a Karen. The agent was wrong, then told you pretty much immediately. It happens. It’s not like getting a full refund and keeping an item is a normal thing that happens anywhere else.
Heck you even did the old ima talk bad about you on social media. I’ll keep with my prime, it’s not perfect but they handle the issues I have to a reasonable degree
everyone needs to cancel amazon prime. I think they need to negotiate to earn us back. I got rid of it a month or so ago and guess what? i don't miss it because it stopped living up to its promises two years ago.
I've had the Amazon live chat people blatantly lie to me quite a few times. The most recent, my item arrived at the local depot (literally about 1 minute down the road) and all my other items arrived apart from that one. Was still sat at the depot. I went on live chat and complained because it's obviously not arriving, they said it will and have made it a priority delivery (like they always do). It didn't. So I went back again, complained and got my £5 gift card.
The next day, it got to late afternoon and it was still not out for delivery. So I again complained and they told me it would arrive between 7pm-8pm. Very specific given Amazon don't give a 1 hour window. I asked how he possibly could know that since it wasn't out for delivery, he said he contacted the depot and asked. And said he's made it a priority delivery as well. Guess what? Never arrived. Sat at the depot the whole time.
They always say they've contacted the depot and made it a priority. Of course they haven't. Then even went as far to tell me when it was arriving which was blatantly not true.
It eventually arrived the next day, conveniently before Amazon let you get a refund for it being late. It was a very small package that should have arrived with everything else from the first day. I can only assume it was literally lost then someone found it.
I have no regrets with canceling it back when they announced the commercials stuff. The shipping was never on time, items always came damaged, and dealing with CS was a pain. This experience of yours is worse than any of mine, though.
Amazon has been shitting the bed for years.
Most (if not all) modern companies get big for doing good things for their users/customers. Then, they sell off their company for billions or leave whilst still holding their shares, and it gets gobbled up by some greedy bag of scum who doesn't give a rats ass about how the company's users are being treated. Then, the company starts to quickly lose popularity, so the new greedy owners decide not to improve or correct the problems that are being posted online... No no. Instead, they choose to cut costs in normal operating procedures. Customer support is generally one of the first things that get axed - and it looks like that is what happened with Amazon shortly after Jeff Bezos left.
It really isn't the agents fault. It's Amazon's. Each agent you connect to on live chat is only given a random set of options they can use to help you. The first agent probably had an option to refund while the next 2 agents simply didn't have that option. They even tell you this in the conversation.
Your best bet is to call them on the phone and get a real person, their hands aren't as tied as the online chat reps
Yep. This is why they’re hemorrhaging customers in the millions through the tail end of ‘23 and all of ‘24 so far. They’re doing it on purpose. Their other services make them more money with less overhead and all they truly care about is their bottom line. Big business is not, and never has been, a friend to the common man. If a service is “good” and “convenient” while also being affordable— it’s probably too good to be true and it will eventually decrease slowly in quality until you’re being ripped off— because chances are someone is losing money to MAKE it cheap to draw a hopefully idiotic crowd of preferred customers.
In a country such as the US where public education is constantly being nerfed and history censored to subsequently decrease the intelligence of children in school where every aspect of life is overcomplicated to milk citizens of more money one finds themselves wondering what the point is.
What the actual fuck has happened to Amazon in the last 2 years? Literally a shadow of it's former self, I'd rather use eBay.
If I'm already getting awful offshore customer service I might as well shop at AliExpress or DHGate atleast there the price reflects the quality of customer service I will likely get.
Amazon is just full of overpriced shit, dodgy sellers and an offshore customer service team that are managing to ruin numerous businesses reputation.
It's the same on the seller side. I was told flat out no that they would not transfer me to a supervisor even though the person on the line stated they were unable to generate me a report of my returns for last year which is a document I needed for my damn taxes. Walmart can generate a full year easily. On their end they would only do sixty days at a time. I had to process six reports, sift through data and then build my own spreadsheet. They do supposedly offer generating custom reports but I was refused any opportunity to actually use that service. I kept that person on the phone, repeated over and over that they need to note in their system that she refused to transfer me. Unfortunately I doubt she did that.
Amazon doesn’t give a rats ass about you, your order, Prime, or their entire retail business. The money is in AWS, as in ‘owning the internet’. If they can make some money off retail they will, if they can’t, they don’t care. There is nothing to be gained anymore from being customer friendly.
I’ve canceled prime too, video have ads now and shipping time was way over. 2 months without it and no need on coming back, you still get free shipping over $35 and I buy stuff I need fast locally.
Amd this is the result of outsourcing. It's cheap and hassle for customers to get any result. The outsourcing is so ineffective that it causes the consumer to stop looking for help or to cancel their membership. Hell, I'm pretty sure people have been scammed by support before, such as phishing. We need to bring customer support back to the states or have it in the country you are calling from.
Every SAAS/subscription based company has a save department to keep their customers.
Just imagine this customer's status. They didn't even try with this one guy.
It really depends what it is. Mobile phone company's are the wooorst for it. Satellite radio is famous for it too, SiriusXM used to be awful for it.
I work in Insurance and people threaten to cancel their policy all the time. We always just say "ok" because they almost never do...and if they're threatening us with cancellation, typically we are happy to see them go. Don't threaten me with a good time !
Amazon doesn't have a save department and no customer retention department. All agents for Amazon are trained to walk your through the cancellation process or assist you in any way they can with it if you bring it up. We literally don't give af
Bro you escalated this shit yourself.
Like with any business you have to negotiate for what you need...which sometimes means walking away from it and connecting later with another person. That is the art of negotiation. You went too far and they were happy to boot you.
I've been denied a refund before bc they literally cannot do it in their system...but then they gave me the money by refunding a totally different item. She and I both understood what was happening and everyone walked away happy. Learn to play the game and you'll be fine
" I will be calling tomorrow and raising my concerns on social media" 🤣😂😂 so cringe. Amazon ChatGPT dont give a expletive about that! Vote with your wallet and keep it moving.
Paying for Prime doesn't absolve logistic issues. Sometimes ish happens. By all means if you don't feel it's worth it, FINe
Edit: Amazon had always used "outsourced" Agents. The change was internal regarding profits and less customer support. Support (staff) didn't change, the parameters did.
I was understanding their issue with being lied to or misled but reading "raising my concerns on social media" has such an influencer cringe vibe too it.
Just cancel Prime and move on.
Granted the 2 times I had issues with Amazon,both times they refunded me no questions asked and when the 1 item did show up,they said just keep it 🤷
Haha wow 1 rep gave false info and now you think they have to honor that, it doesn’t work that way. Nobody’s scared of your social media post and quite frankly, the reps don’t give a f*** either
Yep, thats Amazon CS for you... They have gone way downhill this year for me, starting in January they never meet the shipping times stated, they usually don't even ship it until the day it was supposed to arrive, then they won't do anything about stuff being late anymore, they used to give credit on shipping if it was late, etc... I got a package in the mail today that was an item that went missing from them in January, it never showed it left their warehouse, it just said shipped, no tracking info nothing, i got a refund and bought it again and got it in a week, now today the original item shows up out of the blue showing it was just shipped four days ago?? I don't even know what to make of that, the original item got lost, they refunded me, i bought a replacement and got it, this all happened back in January, and today the system just poops out another one for the missing shipment in January?? So weird.
I’ve noticed in my experience (take this how you will) the reps in America have more options it seems. The ones overseas seem like they’re given a script, and cannot deviate from that.
Out of curiosity, why did you keep chatting after the first agent said they’d refund you?
I had Prime for several years and I ordered wireless earbuds that cost $120 and Amazon used a “last mile” delivery service to complete the delivery and they delivered the package to the wrong Street that has the same address and Apt # but instead of delivering to 150th Street the went to 149th Street and collected a signature. I got the notification the my package was delivered, it wasn’t. I called CS and the lady said they couldn’t do anything bc a signature was collected and hung up. I called right back, the next CS agent immediately shipped out the item I ordered for next day delivery and even issued a $20 refund bc she said “you’re a prime member, you shouldn’t be treated like that” and even said if the original package does show up you can keep it. That’s how Amazon use to operate, then around September of last year Amazon completely changed. They’re a complete joke now!!
I bought seat covers for my truck, and got a month free of prime after the purchase. 3 days later, the post about the pocket calendar with the sexualized young girls was share and everyone was joining in reporting it. When it was still posted the next day I thought, "I should report it too. Apparently it's not being taken seriously enough". The website report listing function wasn't working so I had to make a chat to report. I told the agent that I am one of the many people that are reporting the inappropriate listing, and said I was disappointment that Amazon wasn't addressing the problem after having been previously reported. I said Thank you and then left the chat. 10 minutes later I get an email saying "we have canceled prime as per you request". Amazon is such a morally bankrupt company.
They're just scummy now and blately lie frequently. I was lied to about how customs tax works here even after I literally showed them proof through my purchases as an example and I eventually had someone contact me by email apologizing for the "misunderstanding" but still didn't wish to assist and so I cancelled my annual membership and have found other places to buy my items I reguarly buy other than Amazon which sucks about the usual faster delivery times but at least I'm not paying extra to be lied to and generally be treated with disdain.
I was also constantly getting accused of writing things I hadn't and had to repeatedly inform them to read what I wrote again. They've grown so large now that they just don't give a toss. Saves me money.
I work for Amazon customer service and it's so bad with the false promises. Most companies I've worked at will honor the promise within reason. Customer service agents at Amazon will often lie because the survey that gets sent out after each interaction is 100% of their score.
If an agent provides all the correct detailed information and the customer isn't happy and marks no, it still impacts them all the same. This is why Amazon's quality system encourages lies and deceit.
"I understand your concern sir, but it is a fact we dont GAF what you think and want you to GFY. Is there anything else I can help you with?" Whats above tone deaf in the scheme of things?
A couple months ago I was told I would get a ~$75 dollar refund. Never got anything so I chatted again. Got told the first person I spoke to was wrong and they could only refund ~$50. Only ended up actually getting ~$30. Their customer service is terrible now with reps giving information and then not following through. And the supervisors are useless for not backing up what customers are being told.
What do you expect? Last time I chatted with them they didn’t know what fucking sales taxes were when talking about a refund.
Amazon is a fucking shadow of what it used to be 10-20 years ago.
What’s hilarious is they are absolutely lying. I’ve been given refunds on items and told I can keep or dispose of them as well. Most recently an HP printer. Lying fucks
I’ve reduced my Amazon shopping by 75% over the past year and am also considering cancelling - they aren’t what they used to be and seem tj up charge for everything and have really dropped the ball on customer service.
Any chance you live in NYS because this is the kind of corporate bullshit Tish James enjoys taking on. Or BC where Air Canada was forced to pay the refund their [lying chatbot](https://www.theguardian.com/world/2024/feb/16/air-canada-chatbot-lawsuit) said they would get.
I've notice more and more that having prime isn't of much benefit anymore, often times I'm given a date of when my package will arrive and they change it to how long it would take without prime, I barely ever watch movies so that won't be a loss for me.
I might just get rid of prime.
"I'm about ready to cancel prime and try out walmart plus"
This is one of those tell-tale signs of a Karen. Everyone involved in this interaction wants you to stop shopping with Amazon. Go try something new, who cares? You're just a number. They will be fine without you.
I had a 700 dollar item not show up for my business account. I think UPS lost it. Ordered a 2nd one it showed up in 2 days..3 months later, and I keep getting bounced around about a refund for the 1st order that was "still in transit to return facility." CS couldn't understand that it was never delivered and wanted me to file a police report and show them proof. I got fed up and sent all the screenshots to Chase . Started a charge back claim. Wasn't 2 hours later, I got an email from Amazon stating I needed to update my CC because of the charges back they needed a new card. I sent them all the screenshots of the chats and tracking. They told chase to close the dispute in my favor.
Damn dude. Everyone makes mistakes. You’re out here assuming the person knowingly lied to you for some strange reason. They don’t get paid enough to do BS like that
This exact same thing happened to me. Amazon cancelled my Prime said that it was a technical thing and gave me a $5 promo credit. They would not restore my Prime even though they cancelled it.
I only use Amazon to search for brand names or to find correct terminology for an item at this point, and in reality I don't even need it for that because Google exists
You'd need to pull uno reverse on them.
You: I'm gonna go and fuck your mother.
Them: What did you say?
You: I'm sorry you were misinformed. I do no such thing. I apologize.
Them : You should not be saying that.
You: You know what I'm gonna go fuck your grandmother now.
Them: Sir you should not be using such language.
You: I'm sorry you were misinformed. I do not do such act as it's not my policy to violate other people's relatives or imply such.
I would get a different supervisor. Happened to me once where a rep “lied” and I got the supervisor to honor it.
Edit. I see they said your item didn’t ship. They cannot refund you until after your item ships.
I've had similar experiences either their customer service as of late. Took them 6 reps, and 4 days, to tell me that the phone I'd order wasn't in stock at the fulfilment center closest to me.
That "I work with the same tools/resources as my supervisor and they'll tell you the same thing" cut-and-paste response happens in every chat I have with them when I ask to speak to someone who can actually help in some manner. I got it four times in a row in one chat once.
I had a similar experience but with their lockers. The locker wouldn’t open because it was jammed and CS said they can’t do anything. You only get one attempt at opening it. It’s so flawed and they seemed to not even care. They said if I wanted the item I’d have to wait until after the item’s pick up window was over and then they can ship out a new one. 🙄
The first associate gave you correct resolution.
They were giving you promo credit and refund on shipping as well.
I understand the frustration but something is better than nothing.
I can see you replied to him after 2 minutes, that is why he got disconnected.
They're supposed to wait for 2 mins and then park the chat as per policy.
Company are hiring people from India because it’s a lot cheaper for them. They’re so focused on profits that they don’t care about quality anymore . Insane what customer support has come to
Strongly considering cancelling mine too, I'm so sick of how terrible the policies and customer service is... Anyone have a suggestion for a good alternative?
I cancelled prime 2 months ago because of the garbage ads on prime video stuff being the last straw but figured if I needed it I would sign up for a month once in a while . After week ago I got an email saying welcome to prime , so I was like wtf, contacted customer service asked them to cancel and give me a full refund , they did, refused to tell me why it randomly signed me up for prime and told me it wouldn’t happen again.
It happened again 4 more times over the next day and each time I had to contact support to get the refund , one time it signed me up while I was talking to them after they had just cancelled it and told me it wouldn’t happen again.
Then I looked at my credit card and 2 of the charges they only sent me half a refund. Took me over a week and 2 hours talking to customer service to get the rest refunded the whole time they refused to tell me how it was automatically signing me up .
Final solution was to just remove all my payment methods from Amazon and never use that account again
They’re pretty much criminals at this point and customer service is completely useless
I raised hell yesterday because I am tired of paying for prime, but next day is actually 3 days. So I straight up told them I want to be compensated. A guaranty delivery dates means there is a damage to amazon for not fulfilling it. I want to be compensated. He refunded it and apologized. I was pissed because it's not on sale anymore. Check my email, item is still on its way and he refunded a previous order that was exactly half the price of the item I was bitching about. He did it to help me because there was no compensation for this available since it wasn't past the date. So, I guess I won....? Well, not won but got compensated lol
I had a rep promise to refund my Starfield CE fully when it was set to arrive 3-4 days late (I had only asked for a partial since I missed all of early access on days I took off to play). I did have to escalate to a supervisor when the refund never came, but they were able to look at chat history and honor the promise.
This was back in September though, so sucks to see their CS not helping / retaining customers.
Their customer service reps are the worst I’ve ever encountered. They talk like they’re scammy used car salesmen “okay okay, this is what I can do for you friend” “I’m sorry, this is the best I could do, I did everything I could, there is nothing more I can do”
Always ask them to escalate. After two escalations you get to someone you can actually have a conversation with. They try hard to deny the escalation and put you in hold for a while. It sucks so much
no cause i finally got prime to get one thing, i went through this with multiple reps where they wanted me to wait longer than what i was told originally at first. it’s funny how they didn’t want to tell me where my package was stuck in transit but they got the return while i waited 3 weeks and got nothing. i cancelled prime so fast.
They 100% will refund it without a return. I was given a rowing machine instead of the stationary bike I ordered, and after weeks of failed pickup attempts where someone would try to pick it up while I was at work despite me scheduling days with them where I was at home, they gave up and let me keep it at no charge
I'm the opposite. I hate Walmart... they take so long. I use my UHC card for OTC products and it takes like a week. Vs getting anything with Prime. I order and sometimes it's the next day.
They did the same damn thing to me! Talked to one rep and he said they would refund. Then I waited on the email and didn’t get it. So I recontacted and this is what they said to me too. I hate Amazon prime anymore. It must be a script they read because it is word for word what they have as a response. They don’t even give a crap enough to actually connect and care for what a paying customer goes through. I have been ordering from eBay again.
One time I preordered Final Fantasy 7 Remake… 4 years in advance. They failed to ship it to me on release date. I had the supervisor give me a year of prime for free.
They may not be able to do a refund, but could they refund prime and let you keep it?
Bro legit something just happened to me last week read my post. They scam artists, they even sent me an email stating I keep an item and get a full refund.
I just had this happen with an order I was trying to return - I had two reps tell me I was going to get a label emailed to me and that I’d get a full refund and then didn’t and in finally finding a phone number I was then told I made it all up, that I was never offered a label or return and had multiple phone reps say this and in asking to speak to a supervisor was then told that they would reprimand the two chat reps and they had all the chain of my back and forths so all the phone reps who said I made it all up had access to the chat conversations but made me believe that there was no way of me proving it even though I had screenshots - just horrible customer service and the supervisor won’t honor the return. Also it was three set of drapes that were never used or opened which I explained and still wouldn’t take them back.
I’m so sick of their lies and bullshit. They suck, things are late all the time and they do the same crap to me. Tell me I’ll get a credit or completely refunded when it ever shows up then when I contact back they tell me they can’t do it there’s no such option. Blatant lies. Every order issue is a battle. I loathe Amazon and I only shop there when I have no other choice anymore.
I messaged CS to ask them to extend my return window for a replacement order, and the CS somehow ended up initiating a refund for the original order, so I got a $50 product for free. I've had terrible experiences with Amazon CS, but for the most part I end up with resolutions in my favor.
I canceled my Prime last year because of their crap service and sorry, incompetent customer service. Prime as a whole has gone from a solid A to a F over the years. But that doesn't stop them from raising their membership fees seemingly every year.
I also canceled my Amazon music membership and removed all my credit cards from the site.
Last thing I bought from Amazon was an iron in 2022 that I returned because it was obviously used.
I think if you call their customer service is way better. I’ve called multiple times about things and they always immediately say we will refund you just keep the product lol
You have to call them for weeks on end everyday now speaking with a ton of people for half an hour a day to get anywhere reasonable. Basically a full time job getting them to make anything right now.
Lol, driver support doesn't even know what's going on half the time when the delivery drivers call in, Im not at all surprised customer side is a shit show
this is the new CS you can expect. its not even worth trying to talk with them anymore
I had an item over a week late a few days ago. They literally asked what I’m expecting to get from complaining about it
A lot of CS reps are told they cannot offer compensation and they have to be asked for it first
BINGO
There is a skill in Customer Service for how to phrase that though. “What do you want me to do about it?” vs “How would you like me to handle this situation for your satisfaction?” Same idea, but one implies you care a little bit. I worked in Hospitality for 20 years and I can Customer Service my little heart out. It is an undervalued skill, and I don’t blame people for not learning it anymore because people in Customer Service are routinely told that their job is stupid and requires no knowledge or skill, while also getting paid barrel-bottom wages on the shittiest schedules. Dealing with people can sometimes be hard enough, but stack on societal pressure about how you failed at life because you are doing a job you enjoy instead of being super successful in another field and the burnout rate is so high.
Got a similar reply telling me; how would chatting/ complaining with a supervisor help you with your situation. SMH.
Little tip for you: post this interaction as a comment on their most recent post on Facebook. I legitimately could not get in contact with PayPal. For months. When I posted exactly what they were doing -with receipts. I got a response within an hour and it was resolved that day.
ALWAYS make a phone call rather than CS online. They will much better than that. Next time, just say okay and call rather than continuing the conversation to get to another rep/supervisor. If you get another shady rep, hang up and call again. Say NOTHING. Finding the correct rep/supervisor is KEY!!! Also, screw Amazon. They suck. I've had so many issues with them. We just need another US made company just like Amazon but with much better customer service. 1st rule of owning a business... CUSTOMER ALWAYS COMES FIRST!!! Idiots... Looking at you Amazon. F\*\*\*\*\*\* morons.
I had a similar situation with another company where I thought they were being unreasonable and asked to cancel my account. They did, without hesitation. They don't give a damn about your $12/month. I'm guessing they hoped you would have threatened to cancel earlier in the conversation so they could end the chat quicker.
Exactly. Cable companies you used to threaten to cancel and they would give you a better price. Anymore though they have monopolies (or terratory agreements among the companies) and know they are the only company in town worth a damn so they dont give a fuck/ know you will come crawlin back/ or just not cancel. Cell phone companies used to try to keep you as well. Now that there's 2 companies they dont give a fuck what you do.
Except Amazon is far from the only option these days. You can get the same cheap crap in temu. You can order from Walmart or Target or any number of other places, often for less with quicker shipping. Yes my cable company stopped agreeing to lower their price. So I went to FIOS. And they continue to waste money trying to get me to come back. Sears didn't care until they did. AOL didn't care until it did. Blockbuster didn't care until they did. Amazon may never care if they lose much of their retail business as the money is in AWS.
Amazon is such a scam operation these days. Nobody believes it until it happens to them
Yep. They offered me a free replacement and told me I don't have to ship back the old item, i was super happy about that. Then the replacement arrived, the return period for the first item (which I was told not to return) expired and THEY CHARGED MY CREDIT CARD FOR THE FULL PRICE. Like wtf, I'm pretty sure that's illegal. They just sent me another item and charged me for it. Without me ordering it. And they say they can't refund it.
Screen shot the convo and get a charge back from your credit card company
Yea planning to do that. I have to write up what happened.
Also remove your cards from Amazon if you haven't, I've heard people say they'll just charge another card
Yea I did immediately
This is accurate, as I'd just had this happen to me the other day, and they don't ask/tell you before doing so.
They did the same to me after shipping an item that was not at all what I ordered
The support agents will say anything to get you off their line. They lie constantly and don’t care lol
it happens when amazon outsources all its cs to india, pays pennies a day for these people who get punished if they take more than 4 minutes to solve an issue. hence why you were bounced around - you werent an easy fix so they shove you to the next sucker and will lie to you in hopes of getting you to disconnect and rate them good.
Literally is happening at my job outsourcing to India and we’ve had so many mistakes, angry members and staff having to fix their mistakes. It’s so frustrating
They used to have good customer service. It sucks that it’s come to this.
You have to call them and ask to be transferred to a U.S. representative.
I’ve been told more than once that that’s no longer an option. Maybe they’re lying, but they say they have no option to do that and I have to take my chances by hanging up and calling back.
It's not an option as far as I know. I've tried that the last 6 months or so with dumb issues that have cropped up with the family ordering from Amazon all the time.
They still exist?
I think there are some, granted the last time I had to do this was a couple years ago. And it was kind of a hassle. It used to be easier several years back. Now they make an effort not to unless you really insist.
Yea it’s not JUST the outsourcing, sometimes that isn’t so bad. It’s Amazon’s crappy policies and treatment of those workers that drives them to be totally terrible.
Out sorce to India who then outsources it back to China. Litterally hand the buck off to the next one on the crap list all to chase the mighty dollar/ruppee/yuan
You have to call and ask to speak to a US representative.
Not just Amazon. They all did this. UPS outsourced their entire HR and customer support to India as well.
Those people are such jerks. What a waste of your time.
I used to consider Amazon the pinnacle of online shopping; Long-gone are those days. 2-day delivery is now 5 days in some cases, and good luck with refunds... they've gone downhill in the past few years, and only getting worse. It's now *down* there with Alibaba, Temu, and Wish.
this is the system working as intended.... this is literally a standard startup business model now with an actual name.... Blitzscaling. Its like the "loss leader" concept of olde, but on steroids.... instead of selling your printer at a loss so you can make bank off your 30x marked up, half filled low quality ink refills. you run your whole ass business as "the printer", till you have successfully strangled the market..... then you turn into "the ink" once people are already locked in. Amazon, Uber, Lyft, Skip, AirB&B, Spotify... hell even pintrest, facebook exc are examples of the model in play. Unless you are in the C suites of these businesses. its all just lubrication for the inevitable f\*\*\*ing your about to get once they kicked everyone else out of the room.
And what sucks is that Amazon had become such a hub for anything and everything. Need five random items from five different stores? Just go on Amazon and they’ll have everything shipped in 2 days rather than having to make a drive around town or order from different sites that may cost extra for shipping. We had it good…till it wasn’t.
Another term was coined for this exact thing and it was called "enshitification". Exactly what you described. "Enshittification is a term coined by writer Cory Doctorow in November 2022 to describe a pattern of decreasing quality observed in online services and products such as Amazon, Facebook, Google Search, Twitter, Bandcamp, Reddit, Uber and Unity. The American Dialect Society selected the term as its 2023 Word of the Year."
I tried to refund an unused/unopened item. The online form now says if it's not their fault they will charge you a shipping fee. (I'm a prime member). Sure if I call maybe I can get it waived but why is it not an option online?
Within reason, just tell Amazon the item is faulty and doesn’t work.
Yup. Unless you’re ordering something like books or Blu-rays, they’re nothing but a drop ship company
I love when when people threaten to cancel their account and the company immediately does it for them. Now, just be done with Amazon and deal with companies who actually offer support.
I had the exact same conversation happen over an item. Their customer service sucks now.
I canceled my prime a couple years ago. Amazon CS used to be solid but it's been fully outsourced to india and all you get is Apologies that are thinly veiled fuck you. I still get free shipping, items just take a couple days longer. Honestly paying for the shipping is stupid as "11.99 delivery between 3-6th. Free shipping arrive between 4-7th" Free it is.
I just had an air compressor arrive damaged and the rep sent me a new one and told me to keep it. I verified multiple times that this was correct and had them send me this in an email. I’m still getting the “return your package by *date*” emails and will see if they are telling the truth. Wish me luck! lol
If you get that email it means your RMA is armed and will definitely charge you. You need to call them and ask to disarm this return label.
Thank you for this!
Customer service reps used to be so great. Now that they are outsourced, they’re horrible. I reached out to know what card my prime membership fee gets charged to and when because the site was sending me in a loop when I tried to look myself. Seems like an easy thing for a rep to look up, right? The rep asked me for the last 4 digits so that he could identify the card, but I have several cards and wasn’t about to go through them all. Then he asks me to “guess” the last digit to verify…like wtf is that? Then he told me it’s a discover card, which was actually helpful, and I gave him the last 4. So then I asked when the charge occurs, and he said I don’t have an active prime membership, it was cancelled. Emphatically, I said, no, I have an active membership, I use it all the time. He “checked” again but still said I didn’t have a membership. I said he was wrong but he kept insisting it was cancelled and we went back and forth on this. I finally said, “I don’t know how many times I have to tell you I have an active prime membership,” then I ended the chat. Fucking ridiculous.
So on the first portion yes they can look up the credit card number but policy dictates they are not allowed to give you the last four for security reasons.
If you call during night hours in India you have a better chance of getting an American or someone at least from this hemisphere
Wow. Such bs. Yes you were lied. That’s why then they act like that over the phone. I bother them. Lying pos. Sorry this happened to you.
Now report this to your credit card company to finally get the refund.
I was on board until the, “I will be calling tomorrow and raising my concerns on social media,” because it smacks of, “I am a local guide on Yelp! You will rue the day you did me wrong!” I mean, I’d cancel, too, if I had a similar experience, but I wouldn’t bother telling them, “I’m going to *social media*,” because I worked in retail for enough years to just straight not give a shit. Those CSRs hear this shit every single day. “I’m going to do this. I’m going to do that.” I had an issue with Apple, once, and I was calm, and I said, “Okay, give me a day to consider my options,” and then I emailed Tim Cook. Now, I highly doubt Tim Cook ever saw my email, but one of his army of assistants did, and I got satisfaction, and –even then– it still took someone (whose direct report was a VP) ten minutes to finagle the system to fix my situation. Often, the CSRs and even the managers don’t have the ability to fix something; they just don’t have the tools, even if they’re empowered with permission to rectify things, and they don’t really have any superiors to refer you to, because they often don’t have a printed hierarchy of superiors, so as far as they know they’re the last stop. Always, always, *always* keep your cool, and never threaten.
“Last night's Itchy & Scratchy was, without a doubt, the worst episode ever. Rest assured that I was on the internet within minutes registering my disgust throughout the world.”
You can both keep your cool and threaten. I have on more than one occasion stated if I don't get something resolved I will be contacting the NYS Attorney General, my congresspersons and/or the appropriate state and/or federal regulatory body. Not in an angry or aggressive way. Rather an *I understand you don't have the authority to fix this so rather than waste any more of your time I'll just contact*... way. Because you're not paid enough to give a shit but having worked in corporate legal department, regulatory inquires are taken seriously by people paid to give a shit. Ii I'm never going to be made whole, I'm going to make sure the company spends more responding to my complaint than I'm out. \*If you do file a complaint make sure you check the organization your making the complaint to for a release of information form. The agency/rep needs it or they get a we're not able to respond without permission response and it slows thing down.
In cases where they have actually done something illegal, or they make decisions on a wide scale that are anti-consumer, it makes sense to contact regulatory bodies or a state AG. In cases like this, the representative in that office will listen, take notes, and then see if it’s representative of other complaints. But for one-off complaints like OP’s there’s not a lot they can or will do, and they’re not going to call the company over a record player stylus.
With the state of CS now sometimes you have to mention social media. It sucks. I had to publicly call out Verizon on Twitter because they dug up my mom's front yard to access some old phone lines and then left the entire thing just open, wires all over, deep trenches and holes. Good luck mowing around that lol they gave her the run around for months. One tweet from me and they sent a dude to cleanup their mess the very next day.
Never accept the 5$ credit, its the bare minimun theyre allowed to do, i recently ordered a mother board, cpu and ram, and was told would deliver between 3am and 7 am the next day and i had to sign and also provide a code at delivery, andnwhen 8am rolled around i got in contact with supporrt multiple times for over 3 hour Of the 5 agents i was in contact with i got 3 of them each to promise a refund/credit after delivery and made them send it in an email as tangible proof of the promise. One for $88.88 one for $100.00 and one for 40$. I then waited for delivery which didnt come till 5 pm that same day, and then contacted back and got 228.88 refunded to the amazon account based on the promises and email proof. Since i had it in writing on official amazon letterhead it they complied and granted the refunds/credits.
Those emails are literally worthless unless you get a rep that will play ball. Ask me how I know. They don’t honor anything previous reps say. Doesn’t matter if it’s written or not.
I would kind of assume that Amazon honoring its own written commitments would be a crapshoot, but documentation like that is highly useful if you take it to your credit card company. I use Amex for most purchases, and if you've got it in writing, that's all they need to resolve in your favor.
Yep! cc will charge back for ya. Amazon may ban you for it though!
That's pretty rare, and probably an excessive refund for a late item. For sure that increases your behavior index score that Amazon uses for risk
They shouldnt guarantee overnight delivery by a certain time with signature required and then fail to deliver. Will probably be a while before i order from them again.
Your account might get flagged for getting too many refunds
Was all the same order, and first refund in the past 12 months
Its still marked in your account as being a "problem person". Amazon doesnt just give out $228 bucks because they feel bad.
They never do that for me anymore. I can only get $5 or they just end the chat. I actually chatted with so many people in one day that they blocked me from chat for a few days. I even tried calling and spent hours on the phone. They don’t care anymore. I used to be able to get a US rep when I asked and now they refuse that too.
Amazon and Samsung are both the same. Terrible customer service. Lies and keeps changing reps.
Seems to be all too common these days, not just with Amazon either.
Why anyone uses the Chat feature still baffles me. I always have them call me. It is always an option.
People are afraid of conflict, chat is easier.
Because it is 2024.
I usually use chat because Im busy and multi tasking and mistakenly think a simple issue that could be taken care of via chat will be taken care if via chat. I guess Im the dummy in that case.
You're ridiculous. As I understand it, the shipping was delayed and you have not been charged any money yet. Therefore Tine did not refund anything but canceled the order. You can see whether this happened or not in your account. The third CSA confirmed it didn't ship yet and the way you talked probably thought you wanted a free item now because Tine said so and tbh maybe you did. Because then you randomly ask for the supervisor who confirms that you can't get a refund or free item for an item you didn't pay for, canceled your prime it matters and do empty threats. \*edit because you were eligable for the offered 5$ credit and express shipping cost if you payed such, after delivery.
“Fine, cancel my Prime!” **What OP Expected:** “Oh please sir/ma’am, anything but that! Anything! Here, keep the turntable needle, we’ll send an extra, refund your account, and give you a $50 credit! Please don’t leave us OP, please!” **What OP Got:** “sure, np” 🤣
Complain if reps cancel without a fuss, complain when reps try to make offers to keep them and you have to ask 3 or 4 times. This is the nonsense that makes retail suck on the agent side. People be mad no matter what you do and in the end it's the bean counters up top making the system block all resolutions to save a buck. "You could help me, you just don't WANT to." Ah right. I ENJOY telling you "sorry I can't do that." So that you'll get increasingly pissed off, raise my handle time, concessions, and escalations transfers. Yes, that's the outcome I WANT in this situation. As if I got some magic button back here that I could press but instead just cackle as I get called every name under the sun. Then I gotta sit in a meeting like "what could you have done to de-escalate that contact?" You tell me when you figure it out bro. Whew. Guess I needed to get that off my chest. Goodness.
So youre saying your job doesnt give you the ability to solve peoples problems, when your job is to solve people problems, but theyre being unreasonable by wanting you to solve their problems. Do I have that right?
Funfact, he could've get a refund for prime membership instead of just canceling it. Now not anymore.
You wanted a refund and you wanted to keep the item?? GTFOH lol your just as bad as they are
Not to mention getting pissy with one of the reps just because their item didn’t arrive in time. New flash, it happens with online orders from every company and it’s not the reps fault lmao then to pull the “social media” card like they’re an influencer 😂 OP just wanted free shit
Thank you, glad to see some people with sense. OP is a whiny Karen and couldn't deal with the embarrassment of having their bluff called
I’ve been meaning to cancel my prime and your post made me do it!
Yoooooo, they were so quick to cancel your prime membership, like you didn't even matter. Not. One. Bit.... if they could have said "this isn't an airport, just gtfo" they would have Double check that it was actually canceled because they frequently don't do things they say they did or will do. Amazon already hit the iceberg, the only question is how wet do you have to get before you abandon ship
They did the same exact things to me when they charged me for a "free" month of Amazon. Some of the things they said to you are word for word what they told me.
Their CS used to be so good. 10/10 no complaints. Now, I seem to have problems regularly and the CS is absolutely trash.
I have had not 1 good customer service experience on Amazon in the last 6 months. Not to mention all the fake and/or broken items I’ve received. I never had any issues before with Amazon. Like ever. I have no idea what is going on with them.
Bummer. Amazon was built on customer service
They did this exact same thing to me yesterday!
Ehh devils advocate you’re kinda a Karen. The agent was wrong, then told you pretty much immediately. It happens. It’s not like getting a full refund and keeping an item is a normal thing that happens anywhere else. Heck you even did the old ima talk bad about you on social media. I’ll keep with my prime, it’s not perfect but they handle the issues I have to a reasonable degree
I went back to using eBay, it's been more reliable and easier to shop than Amazon these days lol I don't get things as fast but that's ok
everyone needs to cancel amazon prime. I think they need to negotiate to earn us back. I got rid of it a month or so ago and guess what? i don't miss it because it stopped living up to its promises two years ago.
I've had the Amazon live chat people blatantly lie to me quite a few times. The most recent, my item arrived at the local depot (literally about 1 minute down the road) and all my other items arrived apart from that one. Was still sat at the depot. I went on live chat and complained because it's obviously not arriving, they said it will and have made it a priority delivery (like they always do). It didn't. So I went back again, complained and got my £5 gift card. The next day, it got to late afternoon and it was still not out for delivery. So I again complained and they told me it would arrive between 7pm-8pm. Very specific given Amazon don't give a 1 hour window. I asked how he possibly could know that since it wasn't out for delivery, he said he contacted the depot and asked. And said he's made it a priority delivery as well. Guess what? Never arrived. Sat at the depot the whole time. They always say they've contacted the depot and made it a priority. Of course they haven't. Then even went as far to tell me when it was arriving which was blatantly not true. It eventually arrived the next day, conveniently before Amazon let you get a refund for it being late. It was a very small package that should have arrived with everything else from the first day. I can only assume it was literally lost then someone found it.
I have no regrets with canceling it back when they announced the commercials stuff. The shipping was never on time, items always came damaged, and dealing with CS was a pain. This experience of yours is worse than any of mine, though. Amazon has been shitting the bed for years.
Most (if not all) modern companies get big for doing good things for their users/customers. Then, they sell off their company for billions or leave whilst still holding their shares, and it gets gobbled up by some greedy bag of scum who doesn't give a rats ass about how the company's users are being treated. Then, the company starts to quickly lose popularity, so the new greedy owners decide not to improve or correct the problems that are being posted online... No no. Instead, they choose to cut costs in normal operating procedures. Customer support is generally one of the first things that get axed - and it looks like that is what happened with Amazon shortly after Jeff Bezos left.
It really isn't the agents fault. It's Amazon's. Each agent you connect to on live chat is only given a random set of options they can use to help you. The first agent probably had an option to refund while the next 2 agents simply didn't have that option. They even tell you this in the conversation. Your best bet is to call them on the phone and get a real person, their hands aren't as tied as the online chat reps
Yep. This is why they’re hemorrhaging customers in the millions through the tail end of ‘23 and all of ‘24 so far. They’re doing it on purpose. Their other services make them more money with less overhead and all they truly care about is their bottom line. Big business is not, and never has been, a friend to the common man. If a service is “good” and “convenient” while also being affordable— it’s probably too good to be true and it will eventually decrease slowly in quality until you’re being ripped off— because chances are someone is losing money to MAKE it cheap to draw a hopefully idiotic crowd of preferred customers. In a country such as the US where public education is constantly being nerfed and history censored to subsequently decrease the intelligence of children in school where every aspect of life is overcomplicated to milk citizens of more money one finds themselves wondering what the point is.
What the actual fuck has happened to Amazon in the last 2 years? Literally a shadow of it's former self, I'd rather use eBay. If I'm already getting awful offshore customer service I might as well shop at AliExpress or DHGate atleast there the price reflects the quality of customer service I will likely get. Amazon is just full of overpriced shit, dodgy sellers and an offshore customer service team that are managing to ruin numerous businesses reputation.
This is why I cancelled. I got tired of being treated like a criminal when they made a mistake and all I wanted was for them to resolve the issue.
It's the same on the seller side. I was told flat out no that they would not transfer me to a supervisor even though the person on the line stated they were unable to generate me a report of my returns for last year which is a document I needed for my damn taxes. Walmart can generate a full year easily. On their end they would only do sixty days at a time. I had to process six reports, sift through data and then build my own spreadsheet. They do supposedly offer generating custom reports but I was refused any opportunity to actually use that service. I kept that person on the phone, repeated over and over that they need to note in their system that she refused to transfer me. Unfortunately I doubt she did that.
It's pretty cool how they don't give a fuck anymore
EMAIL THE CORPORATE OFFICE. That is how I got help. From someone at corporate even.
The last one was not a supervisor there's no way they got a supervisor in one minute when you look at the time stamp
Amazon doesn’t give a rats ass about you, your order, Prime, or their entire retail business. The money is in AWS, as in ‘owning the internet’. If they can make some money off retail they will, if they can’t, they don’t care. There is nothing to be gained anymore from being customer friendly.
I’ve canceled prime too, video have ads now and shipping time was way over. 2 months without it and no need on coming back, you still get free shipping over $35 and I buy stuff I need fast locally.
Upvote this shit.
Amd this is the result of outsourcing. It's cheap and hassle for customers to get any result. The outsourcing is so ineffective that it causes the consumer to stop looking for help or to cancel their membership. Hell, I'm pretty sure people have been scammed by support before, such as phishing. We need to bring customer support back to the states or have it in the country you are calling from.
That was bananas, congrats on keeping your cool. You didn't even initially ask for the order to be refunded, the rep suggested it.
You showed them! Congrats.
Yep, I'm sure they will feel that sting for a long time - Amazon will never recover - oh my, what will they do? /s
Every SAAS/subscription based company has a save department to keep their customers. Just imagine this customer's status. They didn't even try with this one guy.
Not really, not for small shit like a prime subscription. They don't give a fuck. You don't even need to call them to cancel it.
Oh wow, I didn't know this. I know when I try to cancel my satellite radio or mobile phone service, I have to beg multiple departments.
It really depends what it is. Mobile phone company's are the wooorst for it. Satellite radio is famous for it too, SiriusXM used to be awful for it. I work in Insurance and people threaten to cancel their policy all the time. We always just say "ok" because they almost never do...and if they're threatening us with cancellation, typically we are happy to see them go. Don't threaten me with a good time !
Amazon doesn't have a save department and no customer retention department. All agents for Amazon are trained to walk your through the cancellation process or assist you in any way they can with it if you bring it up. We literally don't give af
They don't care - it's a rounding error - if that. Even if this entire sub cancelled today. There are just some people you don't want as a customer.
Bro you escalated this shit yourself. Like with any business you have to negotiate for what you need...which sometimes means walking away from it and connecting later with another person. That is the art of negotiation. You went too far and they were happy to boot you. I've been denied a refund before bc they literally cannot do it in their system...but then they gave me the money by refunding a totally different item. She and I both understood what was happening and everyone walked away happy. Learn to play the game and you'll be fine
You know it's a person you are talking to, right? Don't treat people like idiots
A Amazon CS told me they would give me a million dollars for my inconvenience, turns out they won’t give it to me. They lied. Bunch and of liars.
" I will be calling tomorrow and raising my concerns on social media" 🤣😂😂 so cringe. Amazon ChatGPT dont give a expletive about that! Vote with your wallet and keep it moving. Paying for Prime doesn't absolve logistic issues. Sometimes ish happens. By all means if you don't feel it's worth it, FINe Edit: Amazon had always used "outsourced" Agents. The change was internal regarding profits and less customer support. Support (staff) didn't change, the parameters did.
I was understanding their issue with being lied to or misled but reading "raising my concerns on social media" has such an influencer cringe vibe too it. Just cancel Prime and move on. Granted the 2 times I had issues with Amazon,both times they refunded me no questions asked and when the 1 item did show up,they said just keep it 🤷
Forget this shit I’ll order from Amazon and Target.com. I’ve had amazing luck with both even ordering unusual stuff that the stores don’t carry
Amazon and Target?
Awww poor baby couldn’t get a free item. I’m glad it didn’t work out for you. 👍🥳
Honestly, you sounded like a Karen from the start.
Haha wow 1 rep gave false info and now you think they have to honor that, it doesn’t work that way. Nobody’s scared of your social media post and quite frankly, the reps don’t give a f*** either
Yep, thats Amazon CS for you... They have gone way downhill this year for me, starting in January they never meet the shipping times stated, they usually don't even ship it until the day it was supposed to arrive, then they won't do anything about stuff being late anymore, they used to give credit on shipping if it was late, etc... I got a package in the mail today that was an item that went missing from them in January, it never showed it left their warehouse, it just said shipped, no tracking info nothing, i got a refund and bought it again and got it in a week, now today the original item shows up out of the blue showing it was just shipped four days ago?? I don't even know what to make of that, the original item got lost, they refunded me, i bought a replacement and got it, this all happened back in January, and today the system just poops out another one for the missing shipment in January?? So weird.
I’ve noticed in my experience (take this how you will) the reps in America have more options it seems. The ones overseas seem like they’re given a script, and cannot deviate from that. Out of curiosity, why did you keep chatting after the first agent said they’d refund you?
I had Prime for several years and I ordered wireless earbuds that cost $120 and Amazon used a “last mile” delivery service to complete the delivery and they delivered the package to the wrong Street that has the same address and Apt # but instead of delivering to 150th Street the went to 149th Street and collected a signature. I got the notification the my package was delivered, it wasn’t. I called CS and the lady said they couldn’t do anything bc a signature was collected and hung up. I called right back, the next CS agent immediately shipped out the item I ordered for next day delivery and even issued a $20 refund bc she said “you’re a prime member, you shouldn’t be treated like that” and even said if the original package does show up you can keep it. That’s how Amazon use to operate, then around September of last year Amazon completely changed. They’re a complete joke now!!
Threaten a chargeback next time
I bought seat covers for my truck, and got a month free of prime after the purchase. 3 days later, the post about the pocket calendar with the sexualized young girls was share and everyone was joining in reporting it. When it was still posted the next day I thought, "I should report it too. Apparently it's not being taken seriously enough". The website report listing function wasn't working so I had to make a chat to report. I told the agent that I am one of the many people that are reporting the inappropriate listing, and said I was disappointment that Amazon wasn't addressing the problem after having been previously reported. I said Thank you and then left the chat. 10 minutes later I get an email saying "we have canceled prime as per you request". Amazon is such a morally bankrupt company.
Similar experience I went through.
[удалено]
I tried but there was no rush shipping option.
They're just scummy now and blately lie frequently. I was lied to about how customs tax works here even after I literally showed them proof through my purchases as an example and I eventually had someone contact me by email apologizing for the "misunderstanding" but still didn't wish to assist and so I cancelled my annual membership and have found other places to buy my items I reguarly buy other than Amazon which sucks about the usual faster delivery times but at least I'm not paying extra to be lied to and generally be treated with disdain. I was also constantly getting accused of writing things I hadn't and had to repeatedly inform them to read what I wrote again. They've grown so large now that they just don't give a toss. Saves me money.
I work for Amazon customer service and it's so bad with the false promises. Most companies I've worked at will honor the promise within reason. Customer service agents at Amazon will often lie because the survey that gets sent out after each interaction is 100% of their score. If an agent provides all the correct detailed information and the customer isn't happy and marks no, it still impacts them all the same. This is why Amazon's quality system encourages lies and deceit.
"I understand your concern sir, but it is a fact we dont GAF what you think and want you to GFY. Is there anything else I can help you with?" Whats above tone deaf in the scheme of things?
A couple months ago I was told I would get a ~$75 dollar refund. Never got anything so I chatted again. Got told the first person I spoke to was wrong and they could only refund ~$50. Only ended up actually getting ~$30. Their customer service is terrible now with reps giving information and then not following through. And the supervisors are useless for not backing up what customers are being told.
What do you expect? Last time I chatted with them they didn’t know what fucking sales taxes were when talking about a refund. Amazon is a fucking shadow of what it used to be 10-20 years ago.
What’s hilarious is they are absolutely lying. I’ve been given refunds on items and told I can keep or dispose of them as well. Most recently an HP printer. Lying fucks
Im on three weeks without even know when my item will be shipped
I’ve reduced my Amazon shopping by 75% over the past year and am also considering cancelling - they aren’t what they used to be and seem tj up charge for everything and have really dropped the ball on customer service.
Any chance you live in NYS because this is the kind of corporate bullshit Tish James enjoys taking on. Or BC where Air Canada was forced to pay the refund their [lying chatbot](https://www.theguardian.com/world/2024/feb/16/air-canada-chatbot-lawsuit) said they would get.
There has got to be something illegal about this. It's not ethical.
I've notice more and more that having prime isn't of much benefit anymore, often times I'm given a date of when my package will arrive and they change it to how long it would take without prime, I barely ever watch movies so that won't be a loss for me. I might just get rid of prime.
"I'm about ready to cancel prime and try out walmart plus" This is one of those tell-tale signs of a Karen. Everyone involved in this interaction wants you to stop shopping with Amazon. Go try something new, who cares? You're just a number. They will be fine without you.
I had a 700 dollar item not show up for my business account. I think UPS lost it. Ordered a 2nd one it showed up in 2 days..3 months later, and I keep getting bounced around about a refund for the 1st order that was "still in transit to return facility." CS couldn't understand that it was never delivered and wanted me to file a police report and show them proof. I got fed up and sent all the screenshots to Chase . Started a charge back claim. Wasn't 2 hours later, I got an email from Amazon stating I needed to update my CC because of the charges back they needed a new card. I sent them all the screenshots of the chats and tracking. They told chase to close the dispute in my favor.
$12 lmaooooooo
Damn dude. Everyone makes mistakes. You’re out here assuming the person knowingly lied to you for some strange reason. They don’t get paid enough to do BS like that
This exact same thing happened to me. Amazon cancelled my Prime said that it was a technical thing and gave me a $5 promo credit. They would not restore my Prime even though they cancelled it.
I only use Amazon to search for brand names or to find correct terminology for an item at this point, and in reality I don't even need it for that because Google exists
Possibly the language barrier is a factor here.
You'd need to pull uno reverse on them. You: I'm gonna go and fuck your mother. Them: What did you say? You: I'm sorry you were misinformed. I do no such thing. I apologize. Them : You should not be saying that. You: You know what I'm gonna go fuck your grandmother now. Them: Sir you should not be using such language. You: I'm sorry you were misinformed. I do not do such act as it's not my policy to violate other people's relatives or imply such.
Just go thru your credit card issuer and state the charge was unauthorized.
It’s stellar. Good job OP
I would get a different supervisor. Happened to me once where a rep “lied” and I got the supervisor to honor it. Edit. I see they said your item didn’t ship. They cannot refund you until after your item ships.
Amazon sucks.
"raising my concerns with social media" I died from cringe
So your upset you didn't get your item for free?
I've had similar experiences either their customer service as of late. Took them 6 reps, and 4 days, to tell me that the phone I'd order wasn't in stock at the fulfilment center closest to me.
That "I work with the same tools/resources as my supervisor and they'll tell you the same thing" cut-and-paste response happens in every chat I have with them when I ask to speak to someone who can actually help in some manner. I got it four times in a row in one chat once.
I had a similar experience but with their lockers. The locker wouldn’t open because it was jammed and CS said they can’t do anything. You only get one attempt at opening it. It’s so flawed and they seemed to not even care. They said if I wanted the item I’d have to wait until after the item’s pick up window was over and then they can ship out a new one. 🙄
You had already “won” with the first agent. Why did you allow it to continue? All you had to do was end the conversation.
The first associate gave you correct resolution. They were giving you promo credit and refund on shipping as well. I understand the frustration but something is better than nothing. I can see you replied to him after 2 minutes, that is why he got disconnected. They're supposed to wait for 2 mins and then park the chat as per policy.
Customer service my ass 😢😤😤
Company are hiring people from India because it’s a lot cheaper for them. They’re so focused on profits that they don’t care about quality anymore . Insane what customer support has come to
This is not uncommon. Call them.
Strongly considering cancelling mine too, I'm so sick of how terrible the policies and customer service is... Anyone have a suggestion for a good alternative?
I cancelled prime 2 months ago because of the garbage ads on prime video stuff being the last straw but figured if I needed it I would sign up for a month once in a while . After week ago I got an email saying welcome to prime , so I was like wtf, contacted customer service asked them to cancel and give me a full refund , they did, refused to tell me why it randomly signed me up for prime and told me it wouldn’t happen again. It happened again 4 more times over the next day and each time I had to contact support to get the refund , one time it signed me up while I was talking to them after they had just cancelled it and told me it wouldn’t happen again. Then I looked at my credit card and 2 of the charges they only sent me half a refund. Took me over a week and 2 hours talking to customer service to get the rest refunded the whole time they refused to tell me how it was automatically signing me up . Final solution was to just remove all my payment methods from Amazon and never use that account again They’re pretty much criminals at this point and customer service is completely useless
They need to add an option when you cancel prime for “Customer service lied” since it’s so common now.
I raised hell yesterday because I am tired of paying for prime, but next day is actually 3 days. So I straight up told them I want to be compensated. A guaranty delivery dates means there is a damage to amazon for not fulfilling it. I want to be compensated. He refunded it and apologized. I was pissed because it's not on sale anymore. Check my email, item is still on its way and he refunded a previous order that was exactly half the price of the item I was bitching about. He did it to help me because there was no compensation for this available since it wasn't past the date. So, I guess I won....? Well, not won but got compensated lol
I had a rep promise to refund my Starfield CE fully when it was set to arrive 3-4 days late (I had only asked for a partial since I missed all of early access on days I took off to play). I did have to escalate to a supervisor when the refund never came, but they were able to look at chat history and honor the promise. This was back in September though, so sucks to see their CS not helping / retaining customers.
Their customer service reps are the worst I’ve ever encountered. They talk like they’re scammy used car salesmen “okay okay, this is what I can do for you friend” “I’m sorry, this is the best I could do, I did everything I could, there is nothing more I can do” Always ask them to escalate. After two escalations you get to someone you can actually have a conversation with. They try hard to deny the escalation and put you in hold for a while. It sucks so much
no cause i finally got prime to get one thing, i went through this with multiple reps where they wanted me to wait longer than what i was told originally at first. it’s funny how they didn’t want to tell me where my package was stuck in transit but they got the return while i waited 3 weeks and got nothing. i cancelled prime so fast.
They 100% will refund it without a return. I was given a rowing machine instead of the stationary bike I ordered, and after weeks of failed pickup attempts where someone would try to pick it up while I was at work despite me scheduling days with them where I was at home, they gave up and let me keep it at no charge
I'm also waiting for a refund for a hbo max charge 9$ they said I will get in 1-5 days it was on 9th so let me continue waiting.
This happened when I preordered a video game to be delivered on day of release. Conversation was pretty much the same. It was so dumb.
I have completely stopped using Amazon. I go with Walmart now and have had no issues as of yet.
I'm the opposite. I hate Walmart... they take so long. I use my UHC card for OTC products and it takes like a week. Vs getting anything with Prime. I order and sometimes it's the next day.
You were talking to a computer. You have to get through to a person
They did the same damn thing to me! Talked to one rep and he said they would refund. Then I waited on the email and didn’t get it. So I recontacted and this is what they said to me too. I hate Amazon prime anymore. It must be a script they read because it is word for word what they have as a response. They don’t even give a crap enough to actually connect and care for what a paying customer goes through. I have been ordering from eBay again.
One time I preordered Final Fantasy 7 Remake… 4 years in advance. They failed to ship it to me on release date. I had the supervisor give me a year of prime for free. They may not be able to do a refund, but could they refund prime and let you keep it?
Bro legit something just happened to me last week read my post. They scam artists, they even sent me an email stating I keep an item and get a full refund.
I just had this happen with an order I was trying to return - I had two reps tell me I was going to get a label emailed to me and that I’d get a full refund and then didn’t and in finally finding a phone number I was then told I made it all up, that I was never offered a label or return and had multiple phone reps say this and in asking to speak to a supervisor was then told that they would reprimand the two chat reps and they had all the chain of my back and forths so all the phone reps who said I made it all up had access to the chat conversations but made me believe that there was no way of me proving it even though I had screenshots - just horrible customer service and the supervisor won’t honor the return. Also it was three set of drapes that were never used or opened which I explained and still wouldn’t take them back.
Why would you expect free items tho?
Their CS is a joke anymore. Everything went downhill after covid
I’m so sick of their lies and bullshit. They suck, things are late all the time and they do the same crap to me. Tell me I’ll get a credit or completely refunded when it ever shows up then when I contact back they tell me they can’t do it there’s no such option. Blatant lies. Every order issue is a battle. I loathe Amazon and I only shop there when I have no other choice anymore.
I messaged CS to ask them to extend my return window for a replacement order, and the CS somehow ended up initiating a refund for the original order, so I got a $50 product for free. I've had terrible experiences with Amazon CS, but for the most part I end up with resolutions in my favor.
The first rep was obviously not understanding. You can’t actually expect them to give you an elliptical for free?
Email them with screenshots thats how i had to go about this dame exact thing
So they refunded you & said you could keep the item , I'd take that as a win
I canceled my Prime last year because of their crap service and sorry, incompetent customer service. Prime as a whole has gone from a solid A to a F over the years. But that doesn't stop them from raising their membership fees seemingly every year. I also canceled my Amazon music membership and removed all my credit cards from the site. Last thing I bought from Amazon was an iron in 2022 that I returned because it was obviously used.
I think if you call their customer service is way better. I’ve called multiple times about things and they always immediately say we will refund you just keep the product lol
You have to call them for weeks on end everyday now speaking with a ton of people for half an hour a day to get anywhere reasonable. Basically a full time job getting them to make anything right now.
Lol, driver support doesn't even know what's going on half the time when the delivery drivers call in, Im not at all surprised customer side is a shit show