Amazon.com Customer Service

[spikeyjac]

Basically I highlight my points in the email I just sent :

Hi I would like to make a serious complaint about amazon customer service.
I have three main points to make.
I contacted your customer service the other day when I noticed an extra charge of £19.03 in my account, from amazon.com ( and stated that I had been charged 3 times instead of 2). This meant that I had insufficient funds in my account to put petrol in my car and as a result I couldn't get to work in my car. The funds were replaced next day but this is not the point, you charged me extra then put it back in,
however when customer service replied to this email they acted as if I was stupid and said I had two orders at 19.03 and that is why I had been charged twice, and it seems to me that they didn't even bother to read my original email properly.
Secondly, I contacted them about an order that I placed, order number 102-5409205-9717858, that although I selected to order in GBP, the order actually was processed in the $ currency, and so my bank charged me an extra £2 for the conver
for the conversion. I think this is very unfair, as I selected to order in great british pound (GBP). However when I contacted customer services and told them about the order, twice they could not find the order, and kept repeating was I sure I hadn't ordered it from another site, as though I was stupid. I didn't appreciate being told this twice, even though I stated that I had indeed ordered from Amazon.com.
Your customer service definately needs a look at, as helpful as the staff are trying to be, the help doesn't go very far.
Finally I selected standard delivery for my first two orders, after the order page assured me my orders ( 102-5409205-9717858 and 102-1807953-7285041) would be with me before or on 24th December. However upon shipment of these orders, the system now tells me that they will arrive after christmas, in fact one even says 1st January 2011!
This to me is shocking, as I ordered for christmas presents, and I am dismayed to find that they won't be here for christmas.
I feel very let down by amazon.com, and feel that I have had much more hassle than neccessary.
If possible, could this complaint be shown to a manager and could I have a manager reply.
Thanks
Jack


Grr it annoys me so much, when customer services just don't listen.
When on a chat to someone at AMZ.com just now, I copied and pasted the email and sent the text to them.
Here is my reply :
I am forwarding it to our billing department, within 24 hours you will get a e-mail. If charge find twice it will be refund to you.

Grr
Sorry about the rant

[SonOfArathorn]

They're pissing me off this year too. Placed and order four days ago and it still hasn't even been prepared to ship.

[Blu-Benny]

Originally Posted by SonOfArathorn

They're pissing me off this year too. Placed and order four days ago and it still hasn't even been prepared to ship.

just out of curiosity, what did u order??

i ordered a blu on sunday and it was finally shipped yesterday.

[Beta Man]

Things that would make the situation better:

1) Don't lie to them.... Don't tell them things like "I was unable to get petrol and couldn't go to work" if it's not true......

and

2) If #1 was in fact true..... you shouldn't buy Blu-rays when you're living hand-to-mouth.


I fully suspect that either you didn't miss work, didn't have work to miss, didn't have any issues getting petrol, didn't TRY or need to get petrol at that time, didn't buy the Blu-rays as Christmas presents, or ALL OF THE ABOVE......

It's frustrating to be charged twice etc... and to have shipping delays..... But I don't think your approach is very productive in regards to getting a satisfactory solution.

[Septimus Prime]

Amazon's customer service has always been pretty good with me.

[spikeyjac]

Originally Posted by Beta Man

Things that would make the situation better:

1) Don't lie to them.... Don't tell them things like "I was unable to get petrol and couldn't go to work" if it's not true......

and

2) If #1 was in fact true..... you shouldn't buy Blu-rays when you're living hand-to-mouth.


I fully suspect that either you didn't miss work, didn't have work to miss, didn't have any issues getting petrol, didn't TRY or need to get petrol at that time, didn't buy the Blu-rays as Christmas presents, or ALL OF THE ABOVE......

It's frustrating to be charged twice etc... and to have shipping delays..... But I don't think your approach is very productive in regards to getting a satisfactory solution.

Luckily I was able to get to work, but was unable to fill my car with petrol and so I could have been stuck..
It annoyed me, and I did have to walk some of the way ( left my car at my girlfriends)
And as for the hand to mouth comment, not that it's any of your business, but I was in the middle of transferring money from another account, so the account which I spend things on was low.
And the lie to me blu ray is a christmas present, and the delivery date was supposed to be before 24th December.
I did send alot nicer emails to begin with.
I sent that one after I recieved the bog standard replies to the emails.

[MrFattBill]

I placed an Amazon order on the 25th (Mad Men S2 & S3 as well as Tin Man) it hasn't shipped yet

I guess I am the only one that places an order and just waits for it to show up Even stuff I order from the UK site gets here when it gets here, if I want things sooner I either go buy them at a B&M store (pay more) or opt for quicker shipping (pay more). I would guess this time of year things will not be getting processed nearly as fast due to the holiday....

OP I would be upset about the double charge and as for getting things quick you could try ordering from the UK specific Amazon site.

Bill

[MaCruz]

I'm still waiting for 4 movies that I've ordered during BF.
They shipped Expendables the other day so I should get it today.
At least they got my Kindle though which should also arrive today.
I'm in no hurry to get all my movies in because I have sooo many to watch.

[LeAnn]

They better have wrapped that kindle better than they did my bluetooth.

[mikejet]

Originally Posted by Beta Man

Things that would make the situation better:

1) Don't lie to them.... Don't tell them things like "I was unable to get petrol and couldn't go to work" if it's not true......

and

2) If #1 was in fact true..... you shouldn't buy Blu-rays when you're living hand-to-mouth.


I fully suspect that either you didn't miss work, didn't have work to miss, didn't have any issues getting petrol, didn't TRY or need to get petrol at that time, didn't buy the Blu-rays as Christmas presents, or ALL OF THE ABOVE......

It's frustrating to be charged twice etc... and to have shipping delays..... But I don't think your approach is very productive in regards to getting a satisfactory solution.

This, I was going to say something along those lines but didn't want it to come out wrong.

[jw]

without Amazon you would be paying those 35.00 MSRP prices at Best Buy....I have no pity here as you did import and their TOS does state you are responsible for all duties/customs or extra charges when importing. I believe that extra 2.00£ was cheaper than having Amazon convert the currency (I have priced it both ways, its way cheaper on the US side)

[spikeyjac]

Originally Posted by jw

without Amazon you would be paying those 35.00 MSRP prices at Best Buy....I have no pity here as you did import and their TOS does state you are responsible for all duties/customs or extra charges when importing. I believe that extra 2.00£ was cheaper than having Amazon convert the currency (I have priced it both ways, its way cheaper on the US side)

I can understand that JW, but it was the fact that I ordered in GBP, and yet I still was charged in dollars when I ordered in GBP
I can even cope with the extra charge, and although the double charge annoyed me, it does happen, I understand.
However it was the replies I got from Amazon.com CS, which infuriated me, and they also couldn't find one of my orders ( I told them the contents etc) and kept saying was I sure I hadn't ordered it from one of their other websites

[Dexter Morgan]

Originally Posted by LeAnn

They better have wrapped that kindle better than they did my bluetooth.

The packaging for the Kindle is acceptable.

[Secretagentnumber6]

My stuff has all been shipping quickly. I have Prime though so maybe that is making a difference. I bought a DS game on Cyber Monday, it got here Wednesday. I orderd Christmas Carol Blu last night, it is shipped and due here tomorrow. It probably helps for me that I am in Southern Illinois and the Amazon shipping center for most media items is in Lexington KY, which is just a few hours away.

[D-Blitz]

I have had nothing but TOP notch service from Amazon (whether it be .com, .ca, .de or .co.uk).

[michaeljoo]

Originally Posted by LeAnn

They better have wrapped that kindle better than they did my bluetooth.

Originally Posted by Dexter Morgan

The packaging for the Kindle is acceptable.

In general, I agree. However, when we first received our Kindle there were a couple weird lines on the screen that only appeared on some of the pages, but not all of them.

I eventually realized that it was some kind of damage to the screen that I believe was probably caused by the pressure from the lid of the box on the screen during shipping. If you look at the inside of the box lid it has a part that extends down and touches/rests on the screen to act as padding. However, I guess if too much pressure is put on the lid so that it presses on the screen it can result in these lines on the screen.

I'm pretty sure that this is what happened as the two lines lined up exactly where the edges of this lid padding touched the screen.

I suppose it would have been better if the lid padding were designed to align with the Kindle body and not the more sensitive screen.

In any case, Amazon was really good about just swapping it out with another and our replacement arrived defect free, and in the same type of packaging. I got the impression from speaking to CS that this was a rare occurrence. Anyway, you may just want to check. Just be careful as mine only showed on occasional pages, not on all of them (that was the weird thing about this as you would expect a screen defect to manifest on every page).

Go figure. It was a bit of a hassle, but in the end worth it to me as I didn't want to be continually annoyed by these lines showing up on random pages for as long as we own this unit.

[Liselotte]

heh, ordered Taking of Pelham 123 last week. shipped on monday using prime two-day shipping. its thursday and its not arriving here. they shipped via USPS! freaking god. estimate says Dec. 1, now its Dec. 3. tracking still says its in Phoenix, AZ. ffs.

if im not getting it tomorrow, im gonna give them hell.

[GamerPS3-X360]

I had a little bit of the same experience as the OP because during BF I had a certain budget I put in my gift card account and was double charge $48.97 for part of my first order and had to e-mail many times to get the solution that best fit me. They wanted me to wait for everything to ship while part of my order would ship Dec.1-6 to get a refund, which wasn't acceptable because I would miss out on deals and this charge was a technical error on their part. So I had to cancel the part of the order that didn't ship yet and reorder those items, which solved my problem, but took to many e-mails to get to that solution. Now I bought a blu that was supposed to be delivered Dec. 1 (order Nov 28 w/ prime 2-day) and still hasn't arrived yet. Also tracking via Amazon/USPS shows no information where the item is currently at and what city/state it originally shipped from. So hopefully they can either ship me a replacement because I don't want a refund for the blu it is back up in price already. The CS reps are nice and helpful they just need to make getting the solutions to a person issue a lot easier because it waste both parties time.

[technique]

sorry to hear that happened but i would choose gas, food, heat, etc over buying blu rays lol just saying