NEVER BUY FROM AMAZON...TERRIBLE CUSTOMER SERVICE.
by rogue1313 - Written: Dec 01 '06
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Here's my experience with so called customer service at Amazon.com...an email I sent to their Customer Relations:
(I'm going to leave the Name's out...just in case of a legal reprisal)
For what it's worth. This is a copy of an email that I sent to your Executive Customer Relations dept., outlining the problems I've had with your service thus far. Now on top of that, just dealing with your ECR dept., has been a real eye opener as to what kind of organization you are running. Apparently, no one has any names of supervisors or managers, no phone numbers, no email addresses, no contact iinformation about your company what-so-ever, no clue about the organization at all. At least they refuse to give me that type of information. I also do not appreciate the ECR dept. trying to play hard ball with me and giving me a hard time about this order, when it's been your company that has been screwing it up. I think your Executive Customer Relations dept. should be renamed Try to Push the Customer Around dept...there is nothing executive about it's behavior.
At this point, I've been GUARANTEED, by both a Mr. YYYYYYY, one of your area managers, and Mr. XXXXXXXX, apparently the top dog, only person who I can talk to, runs the show at Amazon, at the Executive Customer Relations Dept., that once this order if finally filled, I will be reimbursed COMPLETELY for the entire amount of the order. This has been promised to me for having to waste my time and energy trying to navigate through your maze of so called customer service, to try and resolve problem.
I would appreciate being contacted by someone, if there is ANYONE higher up than Mr. XXXXXX, about this entire situation.
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Subject: Ref: 104-XXXXXXXXXXXXX
Date: Thu, 30 Nov 2006 15:40:22 -0800
To Whom it May Concern,
I would write a name, but apparently getting information about the Amazon organization, is like trying break into the CIA. This is in reference to order number 104-XXXXXXXXXX, which I placed yesterday, November 29th, 2006. So far, I have had nothing but problems and grief associated with this order. I placed the order, using the Amazon VISA credit card that I was approved for on a previous order, #103-XXXXXXXXXXXXXX which I ultimately ran into problems with as well.
On this order, 104-XXXXXXXXXXXXXXX, shortly after placing it, I received an email notification that there was a problem with the payment method. I logged onto my account and could not see what the problem was, so I resubmitted the order, still using the Amazon Visa. Shortly after that I received another email saying yet again, there was a problem with the payment.
This time, I contacted your customer service via telephone, to try and resolve the issue. The ability to even understand what your representative was saying, due to a heavy accent, aside, I was ultimately told that the problem was corrected and the order would be placed. Of course this was after spending 10-20 minutes of my time on the phone.
Shortly thereafter, I received yet another email saying the same thing; the payment option chosen had an issue. I called customer service again to try to resolve the issue. This time, I asked to speak to a supervisor or manager. Well after finally getting to talk to a supervisor, I was told yet again that the payment issue was solved and there should be no problem again.
Well, yet again, I received another email telling me the same thing again; problem with the payment method. By this time, I was pretty upset. I called the customer service line again, and tried to speak to yet another manager/supervisor. I waited on hold for a while again, and was yet again told that the problem was solved…but of course it was NOT!
So on the fourth receipt of notification that the order could not be placed due to an issue with the credit card, I called yet again, and spoke to another one of your supervisors….actually I believe he was a LEAD, not a manager. Anyway, this LEAD, known only by Andy (because he would not give me any more info) proceeded to tell me that because it was an issue with the credit card company, CHASE, and that Amazon couldn't do anything. Because the card was just applied for, I can't do anything either, because as the cardholder, I don't even have the entire account number yet. I asked if the credit card was OK to use for the Television that I order previously, which like I said, that order was screwed up, what is the problem with using the same card now. Andy couldn't give me any information.
Obviously, after wasting a large chunk of my time over the past couple days, trying to sort out this mess, I was at the limits of my patience…i.e.. I was no longer capable of being a nice guy. Since Andy could NOT help me, I asked for his supervisor….he told me he didn't know the name of his supervisor because he has so many. I asked for the name of ANY manager, he could not provide one. I asked for the contact information for Amazon's corporate headquarters….he told me he did not know. He couldn't provide not even a phone number. I asked for email address for the the higher up management, he said he could not provide that information. Apparently Andy, one of your LEAD's, doesn't know anything about the company he works for.
At this point, I told Andy that I didn't even care about the order, now it was about the poor customer service experience and the stonewalling of information about the company to take my complaint to the next level. I told him I was prepared to wait on hold for as long as it took to talk to someone else who could do something. He put me on hold, and then magically came back on the line knowing the name of his supervisor, Mr. YYYYYYYYYYYY, at which point he told me I would receive a call back within 2 hours from him to further try and resolve the complaint.
I did receive a call from Mr. YYYYYYYYY within about a hour. Of course, I was at work now, so I had to step away from my job and use my personal cell phone minutes to continue with the resolution of this mess. Mr. YYYYYYYYYY informed me he was apprised of the situation, and wanted to have a conference call with me, himself, and CHASE credit cards, to find out why the charges were not being accepted. Yet again, I had to wait on hold with Mr. YYYYYYYYYY, while I'm at work, until CHASE came on the line.
By now, I'm fuming mad, and I let some curse words fly….not the best thing to do, but after spending time after time, waiting on hold, being told the situation was fixed and taken care of only to find out it was not, and getting no answers, my patience limit had run out. Off the bat, the Chase representative on the line took offense to a curse word, and I felt, began adding her unprofessional attitude to the situation. For the most part, my conversation while on the conference call was directed to your Amazon representative, not at the Chase representative, but she still felt the need to interject, and demand that I change my choice of words, or she would disconnect. I finally told her to disconnect, out of pure frustration , because I have enough on my hands dealing with Amazon.
After the Chase representative disconnected, your representative, Mr. YYYYYYYYYY, proceeded to tell me that Amazon would just send me the items I ordered for free. Then he proceeded to chastise me for my language and not being professional. He chastised me for treating the Chase representative that way, and I told him I was talking to him, not her, and if she got offended, then that's her problem. I also told him, in case he forgot, I was the customer, and it was not my job to remain professional, it was HIS. And had this not gone to the 5th and 6th phone call level, with me wasting what amounts to a few hours on the phone total, we would not be having a conversation about language.
Mr. YYYYYYYYYYYY told me again that my order would be filled at no cost to me, for all the inconvenience, and that Amazon would no longer appreciate business from me anymore. I told him wouldn't deal with Amazon in the future anyway, because this type of customer service is appalling and unforgivable.
I generally pride myself on trying to remain calm and respectful when dealing with this type of dispute. I have found that that is the best way to deal with a problem. I too worked in customer service in the past, for the Auto Club, and know what it's like to be on the other end.
However my patience, like any human being, has it's limits. If it had not been for the mess with the previous order, in which I BOUGHT and PAID FOR an LCD TV, which was advertised as IN STOCK, at an outstanding price, and then found that order cancelled 3 days later because it wasn't in stock, and my money refunded, without any other option being offered…..If not for that and now this mess with this order; where I was continually told over and over again that the problem was fixed, when it clearly wasn't, and then the multiple phone calls, waiting on hold, fighting just to speak to a manager, being barely able to understand most of the customer service agents, being told that no information about contacting your corporate headquarters was available, and then ultimately being CHASTISED by one of your managers for not being professional and that my business was not welcome after this…..After all that, yes, I found it very difficult to remain calm and be patient.
This has been one of the worst, if not THE worst experience I've had with any company, online or not. My order issue may be resolve, but I am NOT satisfied with the customer service and Amazon's policies, and expect to hear something back from you.
Like I said, I say YOU, because I don't know who I'm talking too, because apparently, getting information about Amazon, from it's own employees is like trying to get classified information out of the U. S. Gov't.
Recommended:
No
What product did you purchase or try to purchase? Olevia LCD TV 537H & Various XBOX 360 items
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