Over 6.5 Hours On The Phone & 14 People Later & Still Nothing
by redneckchick - Written: Nov 28 '05
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Never, ever, ever in my life will I order anything through Amazon.com again. Here is the email that I sent them:
When I received this email asking if my problem had been
solved I had to laugh. I could not pass up explaining the trouble I have gone through the past three days. I am thoroughly, thoroughly disappointed with Amazon, and disappointed is putting it nicely! I have had NOTHING but trouble and one fiasco after another with this order! I used amazon.com because I TRUSTED Amazon, and felt that this would be the safest and quickest way to purchase a cell phone package online.
I placed my order on November 19th. Later that evening I got an email from Amazon saying that there was a problem with my credit card, and I should go to Amazon and try to resend the information. I did this multiple times and got several emails back saying that there was still a problem with the card and they were unable to receive payment. I called my bank and they confirmed that the money had been taken out on the 19th, yet I was still getting the notices from Amazon. I called the customer service line on the 21st and first talked to Hermaan. After listening to my story, he said that
he could not help me but he would send my information on to the appropriate people and they would call me back shortly. I never received a phone call. I called back at 12:20pm and talked to Pheeb. I explained the situation to him and he told me that he could not help me either and told me he would have to transfer me to the cell phone dept. Maria answered the phone and I asked her if she was in the cell phone dept and she said no but she would be willing to help me out as much as possible. She gave me some elaborate explanation that they needed to hold the money for two
days before they could do anything and on and on. I asked her several times if this would change my delivery date and she assured me that no it would be the same as it had been, the 28th-30th. I then said, so it will be delivered somewhere between the 28th and the 30th and she said, No, somewhere around December 1st, because the phone would not be sent out until Monday the 28th. I gave the situation 24 hours to be taken care of and then called back on the 22nd at 10:05am. I called back because I was still getting the
email saying there was a problem with my payment, and when I checked my bank, the $149.99 had been credited back to my account. When I called, I got Maggie. She was quite helpful. I explained to her the situation, and told her how frustrated I was that this was the fourth person I had talked to in two days, and nothing was taken care of. She was very polite and helpful and I THOUGHT that the problem had been solved. Maggie told me that for some reason the
order had been reversed back the day before. I explained to her that I was extremely upset because I had canceled my old cell phone contract to order this one and my contract was going to be up at the beginning of the month. She told me that since it was their fault that the order would not get here in time, she would upgrade my shipping to two day shipping for free. She put me on hold and was able to push my payment through and assured me that within an hour or so my bank would confirm the amount and my order would be shipped out that afternoon or later that evening. This put my delivery date at November 25th. At 11:45am on the 23rd I called back because the money still had not come out of my bank account. This time I talked to Ayank. I told him what was going on and he told me he could not be of any assistance, so he transferred me to the cell phone dept. I talked to Niki from the cell phone dept at 11:55 am. She told me that there was nothing to worry about, even though the money was not out of my account, the bank had confirmed the amount and it had shipped out the day before. That
evening at 8:40 I called and talked to Monica because it still said that my order needed attention and it was still open awaiting payment. She sent me to the cell phone dept. I then talked to Kimberly, the EIGHTH person I have had to tell my story to in three days. She told me that the order had NOT been shipped yet but it would be delivered on the 25th. I asked multiple times if she was sure that it would be delivered on the 25th if the order had not gone out yet at almost 9pm on Wed, and Thurs was Thanksgiving. She assured me that the order would arrive on the 25th.
Now I have told my story to someone at Amazon for the 9th time. Hopefully, I will not have to say this all again. I am keeping my fingers crossed that sometime on the 25th a cell phone will arrive at my doorstep. I am thoroughly disgusted with the service I have received. I have ordered through Amazon before and have had no problems. I do not know what is going on this time but I can tell you that I am extremely frustrated with the stories and excuses I have been given each time. The only person who TRULY seemed concerned about my situation was Maggie. I can promise you that this whole mess will seriously deter any future purchases I plan to
make through this company, and I have no compunctions about telling everyone I know the problems I have had. So, in response to the email I received, No, my problem has not been solved.
This email was sent on the 23rd of November. I got this response back on the 24th:
Thank you for writing to us at Amazon.com
First, let me tell you how sorry I am for all the trouble and frustration you have gone through so far. I would be upset too. It is certainly not our intention for our guests to have anything but a pleasant experience at Amazon.com.
At this point, you may at least rest assured that our billing department is currently working hard to resolve the issue with your order. Currently, we anticipate your order to ship Nov. 25, but may indeed take an additional 1 to 2 business to clear the matter between us and your credit card company. We request your patience, and will send you an e-mail when your order ships.
We value our customers' trust above all else--it is the foundation upon which Amazon.com was built. Please know that this situation was the result of a combination of technical and human errors, and that in no way did we intend for this to happen.
Although it certainly cannot make up for the inconvenience this has caused, we would like to give you a $10.00 promotional certificate for use toward your next Amazon.com order. When you redeem your promotional certificate, please be sure to use the shopping cart rather than ordering via 1-Click.
You will find all of the details below. Simply print this
certificate or save the message on your hard drive for future reference.
Thank you again for shopping at Amazon.com.
Since this email, I have spent over 6 and a half hours on the phone with amazon. I have talked to 14 people total and no one can help me and I have heard 14 different reasons why I am having problems. I have talked to Team Leaders, Area Managers, and plain old customer service reps. One of the more recent stories I have been told as to why I have not received the cell phone I ordered is that there is a problem with the Campbellsville Fullfillment Center in Campbellsville, KY. Supposedly, for over a week now, they have been having "internal problems". It was explained to me that they have my order, they packaged it, put on the correct postage information and sent it out. However, the "internal problem" is that nothing is leaving the Campbellsville Fullfillment Center because everything that goes to be shipped out seems to be getting sent to receiving so all the packages are doing is looping through the system. Now call me crazy, but surely to God someone, in over a week, would notice that nothing is going out, but a TON of packages are going in. What is the UPS man or whoever they use thinking when he shows up and there are no packages to take? Didn't someone get the clue that there is a problem?
So anyhow, my phone has still not been sent. They have upgraded my shipping each time, for "free", except for that $18.98 shipping charge they added on my to account I had to fight them to take off. However, one day express shipping for free doesn't help much, when the regular old shipping they were giving out for free would have got my package here by now. The "promotional code" for $10 off is also of no use to me, since I told them that I WILL NOT be ordering anything from Amazon ever again. I asked if they could take it off of this purchase and they told me that I can only use it for NEW purchases, which I WILL NOT be making.
So, if Amazon.com was the last place on earth to order something, it looks like I'll be going without.
Recommended:
No
What product did you purchase or try to purchase? A Cingular Service Plan and a cell phone
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