Customer Service Scoreboard
started buying with amazon 3 years ago and a month afterwards I was no longer able to review, I do not cuss ever, I was stopped because they said one of my reviews was apparently flagged when I've spoken to customer service they can't tell me why nor what review was flagged & they were supposed to fix that so i could review my
products but it's been almost 2 years and I still can't post a review!
I have been an Amazon Prime member for about 20 years and decided to cancel my Prime subscription tonight. The customer service is so bad at resolving the issue. Not only this, but Amazon now has a culture of tolerating lies from their customer service agents and drivers. Driver completely lied about attempted delivery and I had multiple customer service agents lie to me about a redelivery attempt. When I talked to the sixth agent, he finally told me that the item was still in the warehouse and doesn't know why other agents told me that it was on the way. Agents are so poorly trained and seem to not be held accountable in what they tell customers. All of this, combined with the influx of poorly made products, has pushed me over the edge. I now hate Amazon.
Worst customer service I've ever experienced. CSA's on Amazon are rude, unhelpful, and no longer resolve any issues even if I receive a faulty item from Amazon! I Can do more than their so called "supervisor" who refused to help me with the item due to the fact I used the word "faulty" in one sentence and "broken" in the next. They claimed they couldn't help me resolve the issue as the reason for initiating a return had changed from the original statement. They also never refunded me for an item I mailed back and claim it's not in their policy to do so.. so I don't have the item anymore, they won't mail it back to me even though I bought it, and they will not issue a reimbursement of any kind. Scammers!
Hello I was Amazon prime shopping member several years ,as it turns out they have been charging me for a ridiculous amount of other prime services for which they had no authorization. Upon discovering this I requested refund for all of money they were unauthorized to take they refused no longer going to use there service. Ralph venneman
Amazon has been withholding over $2600 dollars in refunds from me/ my business for over four months. I have a business account for a school district where I coach. I bought uniforms for my team, as well as sweats for them through Amazon. I bought in excess so they could pick the sizes they liked and return the extras. Unfortunately they did not end up liking the way the sweats fit.
After returning the all the sweats and extra uniforms, my refund was over $2,600 dollars. Unfortunately, the original card of payment had fraud on it so that card was closed and did not get a new card with that account. So they weren't able to return to a card-makes sense. I also didn't want a gift card of that amount to my account. They said the only option was a check and it would come in about 4 weeks. Great! Well, over 4 weeks go by and I didn't receive the check. So I call customer service. They say they'll make it a priority and it'll come in 4 weeks. Well, over 4 weeks go by again. And the story repeats itself. The customer rep assured me that this time she made it such a priority the check would come by the end of the week. And although I don't trust that she reassured me that this time I will see the check by the end of the week. Still didn't come.
So I call again. This time they offer to refund me via direct deposit to my bank via Amazon touch stone and it would come within 5 business days. I waited 10 and it didn't come.
I called yesterday and today asking why it didn't come. After each phone call took around an hour each, both times the call got disconnected and they never called back. If I called back I'd have to start from the beginning. It takes about an hour each time I call them cause they have to transfer me to another person and re explain everything just for them to transfer me to another person again.
I'm beyond frustrated at this point. I've either chatted with or talked to multiple dozen of reps at this point. I've waisted around 20 hours chatting or talking with no refund to get out of it. I've been waiting for over four months for a refund over $2600 dollars. Also this is my business money they are waiting on.
Ludicrously bad service. I spoke to four individuals in a span of two hours about getting half of a missing shipment resent and refunded. I provided a concise summary of a) the problem, and b) how I would like to see it resolved. Each time, I had to reiterate and repeat this a number of time to each person. Ultimately, I got a limited refund (and zero compensation for the hours wasted chatting with them).
I have contacted CS 3 times about same problem, all 3 reps have lied to me about what they were going to get done. Problem still not solved. I feel like Amazon has scammed me, being charged for an item that was returned. I will not buy from them until cleared. CS use to be 5* now its not even 1*
Amazon is so greedy all they want is to sell there crappy services.Greed Greed if your not a prime member cust serv gives you run around,making things harder to return .Especially if you have to pay at ups.Becoming a real gamble on buying stuff at amazon with such hassle on returning.Dont get me started on those smarty pants in the phillipines or where ever.Done Done with this cheap ass co.who dont give a rats ass about the people who buy this crap.
Everything that BlazerY said.
Dealing with them the past two weeks has been excruciating. And yes, I received the "abnormal activity" e-mail, as well.
Just got off the phone with the most rude person I have ever spoken with (and I don't have thin skin), after being able to understand practically nothing that the first agent said. And the second person, the rude one, was not much better.
I never got a straight answer about the abnormal activity detected on my account. One thing is for sure, I will not be uploading my identification Amazon. I simply don't trust that it will be secure or secured.
My future as an Amazon customer is in very precarious position. I have been a prime member since its inception and I am a regular shopper.
There have changes over the years and because I am there all the time, I have seen certain things go downhill. Customer service is a "prime" example. It used to be great. Now, it takes a boatload of patience to navigate the whole "help" process.
I have been given erroneous and conflicting information a numerous occasions. The latest case in point had to do with making contact with a seller regarding missing items from the order and a warranty question. Customer service was no help whatsoever and just told me to return it. I didn't need to return it, I wanted contact the seller and request the missing items and get clarity on the warranty process. Or course, I was given the wrong information regarding the warranty and told to use the contact seller button. The contact seller button sent me to messaging assistant hell, again, and ended right back to where I was and went through it all again.
After an exhaustive online search, I finally found a way to contact seller and the issue was quickly resolved.
I am just about done there. Because of my disability, I have come to depend upon Amazon more and more, but it is probably for the best that I explore other options. It is becoming more and more not worth the frustration and stress of dealing with Amazon, its poor customer service and the substandard service in general.
I am writing this review to share a recent experience with Amazon that has left me deeply disappointed and concerned. After purchasing a Panasonic camera, I discovered that it was missing an essential component - the battery charger. This led me to contact Amazon's customer service, where I expected a simple and straightforward resolution. However, what transpired was far from satisfactory.
My interaction with a customer service manager named Cris, based in the Philippines, was not only unhelpful but also deeply troubling. Cris's approach to handling my concern was evasive and unprofessional. The situation escalated to a point where, following my expressed dissatisfaction, I received a notification about "abnormal activity" on my account, which I believe was a retaliatory action.
This experience has raised serious concerns about the misuse of power within Amazon's customer service. The treatment I received was not just poor service; it bordered on tactics I would associate with organized crime - using intimidation and authority to suppress and control. As a customer of over 18 years, I am shocked and appalled.
I believe such behavior within Amazon's ranks is unacceptable and poses a significant risk to customer trust and loyalty. I urge Amazon to address this issue seriously and take necessary steps to ensure that no other customer experiences such treatment. Until then, my confidence in Amazon and my decision to continue as a customer remains uncertain.
Amazon takes very little responsibillity for anything. Double billed for prime channels? Received conterfeit items instead of the real items you ordered and payed for? Told customer service THREE times you did not want a refund on serices already paid for? Just want a receipt or packing slip in your order? Too bad! You end up paying the double charges, sucking up the cost of the crappy fake items that don't work and end up in the trash, and have your already paid for services cut off instantly when you are just trying to stop auto renewel which was previosly ignored. Apparently this is how you literally have an income of BILLONS of dollars a year.
Amazon has always been my go to. I buy everything on Amazon and I mean everything. Why waste time hunting in stores. Amazon customer service is so bad I am loosing money. It's literally impossible to reach a human. If you reach a human -wow nasty attitude. On line customer service doesn't understand anything you say. The computer just keeps demanding answers to questions to you ask it says it will get you a human but puts you back in the beginning where you started. Eventually you give up and take a loss. If the item is from China assume you won't get it it's third party so they won't answer you. I guess it's time to go back to the stores this mega giant who has the opportunity and has to a large extent taken over how America shops is in a downwards spiral. Buyer beware it's no longer the Amazon we were used to.
Not a racist comment as I am an Asian ad well. But the customer service has quite a bad Indian accent. And very sarcastic impatient and rude tone of voice. I am surprised the USA call centre customer service does not offer an interval where we could rate and give feedbacks about the customer service. I am sure not all of them are like that. But this one surely got on my nerves. As far as I am concerned I am aware of the difficulties cust serv people face from rude customers but I was at my very best in politeness and clear English. It was the cust serv person that was rude instead.
I've been a Prime member since Prime was offered. I am disgusted at the horrible customer service I continually get from the Chat Associates and the Call Center staff. They have horrible communication, can't speak clearly, are constantly interrupting, have NO clue as to what they are doing or what Amazon is doing. An untrained monkey would do a better job.
Terrible customer service. Seems like they don't know what they are doing. Blocks account because you ask for a password and if a payment fails. They ignore complaints about defective products, only send out new questions if you were satisfied with the feedback. If you complain further, they reply that they will no longer respond to you and that they have deleted your account. Yes, this is how a monopolist can keep teasing and fooling customers. I have never experienced the level of flat and frivolous customer service anywhere. Never, never again will I shop via Amazon.
Amazon use to be fantastic customer service, I always opted to purchase items from them rather than competitors like Argos, Homebase, Curry's etc. Now there is no benefit to them with the rude unsupportive customer service representatives. I am unable to receive refund or replacement for an item that arrived damaged & is classed as nonreturnable, the item is not damaged enough. So disappointing. Will be looking for other retailers in future.
Amazon went from being the thing that called shoddy local/Brick & Mortar Customer Service to account after literal decades (going back to about the mid-70s) of apathetic attitudes and hyperinflated and misleading pricing. Now, we're about back to where we were and it will spell the end of the economy, not the rebirth of it. Amazon's a big part of that now. Every generation gets the 1980s they deserve, and judgement day is coming for both Amazon and the undermotivated American service industry workforce. Amazon CS reps are passive aggressively (at best) and outright offensive. I remember when it wasn't that way. Mend your ways, Amazoon, or reap the consequences.
Amazingly n customer service, both in forms of Amazon-hired delivery people and customer support avenues and staffing, have declined tremendously over the past several years. Deliveries don't arrive on time, despite having to order more/pay more for a tighter delivery window (overnight deliveries, for example). Deliveries go to the wrong address consistently in my neighborhood, which is well marked (no excuse). When deliveries don't make it at all (with no delivery photo), the customer is required to wait as long as Amazon thinks appropriate for the item to "show up" magically. I suspect delivery person theft is at play here -- I live in a gated community that has high security. Contacting customer service about these issues is a nightmare. Automation is not satisfactory when a medical item you need today has not arrived. In person phone convos are not much better. Every sentence is scripted. Same for chat. Amazon used to be great. I have ordered from Amazon for more than 20 years and have been a Prime member for 10. Both end today. I refuse to give my money to a company who treats my business so shoddily.
While I actually got a good rep to eventually help me with my problem, Amazon blocked me from leaving a negative review about their service in chat and selling open and damaged items. They said put that on the seller feedback page. You go to that page (if you can find it , they hide it well) and guess what, the one product that you want to comment about has been removed from that page and you cannot leave a comment. So basically this is it: I ordered N95 masks, the top was torn off the box and someone actually undid the tie on the bag they are sealed in. Then I got to Amazon chat and they say "We don't provide refunds for this item, is there anything else I can help you with?" They are firing all the people for the most part in the call centers, blocking negative reviews and trying to say they won't give refunds or returns for open box damaged items. Company is dropping fast!
Not happy with Amazon's shipping lately, the date my things are getting shipped are later than said at the time of order. Their obviously having shipping problems even with things I've subscribed to have been canceled. I will stop ordering until they can fix their slow deceiving shipping problems.
1st I must say amazon shopping is a very codependent relationship I'm addicted. I'm a prime member but we're to get 2 day shipping, not anymore. And the rep tonight couldn't tell exactly why..!!?? Then the reps speak horrible English many times my orders got messed up because they didn't understand. I'm on the fence because they act like they're the best through and through. I must say (pretty much they do this to not have more work to do or know I'll turn around and buy more items)-Ill explain, many times ONLY WHEN I've CALLED & explain how I'm so upset * they'll either tell me not to send item back it'll go back on my gift card-either makeup or shoes they don't want used items. SO when it comes to general customer service they're pretty bad, when it comes to big things they help if you're patient
I would like to thank Jeremy who last evening 12/19/22 assisted me with the most difficult undertaking of my Amazon buying experience. Without him I was ready to just forget about this way of purchasing. with out my knowledge a business account was established with an incorrect email, which i had tried to close, with assistance from customer service. This never happened. an order was filled with one account, and i could not access that account for a return. He worked thru almost 2 hrs of babysitting me to rectify the problem, staying so calm, collected, kind, considerate of my both computer navigation, and Amazon protocol. I THANK HIM AND WISH HIM HEALTH,HAPPINESS,WEALTH. ALSO WISH AMAZON HAD SPELLING CHECK
Brandon in Kindle was very knowledgeable and helpful, not to mention efficient. I passed through three CSRs before he was able to get to the root of my problem and fix it in under 2 minutes (perhaps 1). He was also very professional and polite.
Brandon, job well done. You need more employees like him. Thank you.
after purchasing and rating over close to 500 items, amazon has blocked me from writing reviews. i always gave an honest review and was pleasent about it too. this is the message they sent me.( We apologize but Amazon has noticed some unusual reviewing activity on this account. As a result, all reviews submitted by this account have been removed and this account will no longer be able to contribute reviews and other content on Amazon. If you would like to learn more, please see our community guidelines. To contact us about this decision, please email [email protected].) i have no idea what they are even talking about. i looked at thier guidlines and as far as i can see i didnt break any rules. not sure i want to buy from a company if i cant right a review
They have a very generous return policy that I've used multiple times. I trust Amazon, and I feel very safe buying products from them. Getting a refund on an order you never received is as easy as pressing a button. When you call Amazon support, that's actually an option the automated answering machine gives you (i.e. "press 1 for a refund on your latest shipment." I've never been kept on hold for very long. Would highly recommend their customer service.
I had Amazon assist me with an issue from their delivery service, UPS. They were extemely helpful, knowledgeable, and understanding. Through several calls with Amazon and UPS I was able to confirm that UPS had misplaced the order and would need an additional day or two to locate it. Amazon offered to discount the item, as they are a class act, and as always, made me feel like I was dealing with the best in the business!
I contacted amazon customer service about my nearly 2 year old Kindle Paperwhite device. I dropped it and put a small crack in the screen and after googling this I discovered that depending on the device amazon has replaced for free or repaired broken kindles (there are many types) My Paperwhite was a gift, so I didn't know how this was going to turn out. My wait after calling customer service was less than a minute. The service rep was polite, helpful and cheery. She informed me that the kindle was purchased in 2015 so it was well out of its warranty. She then passed me on to tech support. The wait was a little longer but the tech on the other end was equally cheerful, helpful and polite. Because the warranty had expired they were unable to fix or replace but they did offer a discount for me to purchase a new Kindle. This is above and beyond what I expected, and Amazon certainly isn't under any obligation beyond the warranty. But my internet search led me to believe that this is a common practice. Amazon might be a big corporation but those in charge still treat customers as human beings. They deserve props for staying human and holding themselves above their heartless corporation peers whose only concern is the bottom line.
Yesterday I called to customer service with an issue which i never ever deal with, but Customer Service guy by the name Philip.C helped me alot, he was so nice, understanding and took care of my problem really easily. All I can say is, customer service was great and I wish y'all had more employees like Philip.C.
Thank you so much for the service Philip.
Dina.R
I had to return two outfits and was incredibly impressed with the customer service. The lady on the phone was quick and friendly. She first apologized for the issues, and patiently listened as I explained that the one product was missing items (accessories that should have come with it), and the second was made very cheap so I didn't want to keep it. After apologizing again, she went ahead and sent me out another (the one with missing parts) and made sure to overnight it so I would have it the next day. I want to point out I did not ask for it to be over-nighted, she simply offered. She then emailed me the labels so I could send back both costumes free of charge and let me know I had the very reasonable time of 10 days to return the items. The call took maybe 20 minutes and I was taken care of. Fast, friendly service. She even went out of her way to get me more than I asked for by overnighting the one costume. The same wonderful service I get every time I have to call Amazon. :)
Having used other horrible online markets like ebay I find amazon the very best of all. In all my years I've had just 1 problem and it was fixed literally in minutes. Got a actual English speaking rep in minutes and item sent priority and received in 2 days. Amazon you have a great service and I appreciate your prompt customer support. Thank you!
Hey. I'm a CSA at Amazon. What I can tell you is, we're pretty much customer obsessed, as people below have mentioned. We are also concerned about your problems, and do our best to help you.
However, I'd like to share with you the LIMITS OF THE THINGS WE CAN DO:
1) If the PRICE CHANGES on an item and you were refunded, there is literally NOTHING we can do, because we cannot change the price of an item (by policy). If you go to a supermarket and the price changes for something, you don't go around asking the price to go back, do you? In here, it's essentially the same.
2) If your SHIPMENT DID NOT ARRIVE IN TIME, it's not that we're thieves, nor are we trying to take your money. There was a problem with the carrier. We can refund you, generally, and sometimes even offer you a free replacement. If it has to do with something sold and shipped by a third party seller, all we can do is contact that seller and ask them for a refund. You just have to wait. I know it sucks, but that's just the way it is. Sellers do respond, in general, and if they don't, we can file a claim against them. So just chill, and be patient. Also, if it's out of stock, I can't give you a replacement. I am not a wizard, just a CSA.
3) If something is OUT OF STOCK, and holding your shipment back, you can try and cancel the item or put it in another shipment. If you put it on another shipment, it will probably make your shipping costs go up. That's just the way it is.
4) If something says that it "CANNOT BE DELIVERED BEFORE CHRISTMAS (OR WHATEVER HOLIDAY/DATE PROVIDED)", don't ask me if it can...It can't, that's why you see the message on the website. You can check the shipping options and the prices before you actually place the order, on the checkout page.
5) I AM NOT ACTUALLY AMAZON. I realize you called Amazon, and I picked up. I do respond for Amazon, and I will apologize as honestly as possible for any trouble you might experience, and I will do my best to help you, I really will. But please, I am not the actual company, and if you'd like to know, the company that pays me is not even directly Amazon. So don't tell me that "YOU ARE THIEVES", "I DON'T KNOW HOW THE GOVERNMENT ALLOWS YOU TO STEAL OUR MONEY", "(INSERT LUDICROUS COMMENT HERE)". I am a CSA trained to help you. But I AM NOT AMAZON.
6) If you USE A PROMOTIONAL CERTIFICATE, it ONLY APPLIES ONCE! Let me say that again: It only applies once. If you cancel the order, because you ordered the wrong size, and you put in a $30 dollar promotional certificate, by policy, I cannot give you that certificate back. If I do, I am actually violating policy. So, you'll be truly unhappy and you'll probably put that I "DID NOT SOLVE YOUR PROBLEM", and I am truly sorry I could not. But if it was your mistake, and you ordered the wrong thing, or you don't want it any more, that is not my fault and I do not deserve to take your rants. I will hear them, and I will apologize for the inconvenience, but I cannot help you there. If I do, I am actually violating policy.
7) WE ARE NOT STUPID, at least, in general. If I ask you three times to spell out your email, it's likely because: you probably said it too fast the first time and I couldn't catch it. Or perhaps you are speaking with the speakers on, far away from the phone and I can't make out what you're saying, so I'll ask you again. If I ask you a third time, the communication might have broken up and I didn't get a letter or a number or I might have misunderstood. I am a human being. Some sounds really do sound very similar. If you say "E" it might sound like "P", or "G" or even "T" over the phone. Remember, I cannot see your face so I don't get any clues from your mouth, like when you are face to face.
8) That survey that you see at the end, the one that says "DID I SOLVE YOUR PROBLEM?", it's actually quite important for us, as CSA. Many of us receive performance bonuses in accordance to the amounts of "NO's" that we receive, from a percentage of the Negative Response Rates (NRRs). So, when you put a "No" because you're just mad, and it was related to something I have mentioned before, you're just being immature and toying with real people who truly do want to help you, but likely couldn't do anything about it. I am not saying that everyone deserves a "Yes". Sometimes you might get a bad customer service experience, and I am sorry about that. Maybe sometimes "No's" are deserved. But if Chase Bank didn't issue your credit card for any reason, and you then take it out on the obligatory survey that I have to send you, it's really not my fault. If you're getting a decline message from your bank, and cannot place your purchase, I know I didn't solve your problem, but there was really NOTHING I could do about that. If I couldn't change the price of an item, well, that's because it changed and I cannot do that, so don't take it out on me, etc. If you want to change your payment method but you cannot provide me the correct last 4 numbers on your card, don't take that out on me. If you placed an order and cancelled an item, then it doesn't qualify for free shipping, well, that's your fault if you placed the wrong thing. Etcetera. Don't take it out on the guy who takes the phone if he CANNOT DO ANYTHING ABOUT YOUR ISSUE. We really try. And at the end of the day, you're actually taking money out of my pocket. When you don't deserve that no, and you can't make the bonus because of that, it's just extremely frustrating.
If you read all this, you should be a more informed customer. Even if only one person reads it, it will be worth it. I hope you understand our limits, and that you know that most of us really do want to help you, regardless of the bonus. Just don't take it out on us when we cannot do anything about your problem. Sometimes we wish we could do more, but we're not wizards, just human beings, like you. Thank you.
I am actually a CSA with Amazon customer Service I'm based in Jamaica. And i must say after reading some of the negative comments I must say its quiet unfair to Amazon. I believe Amazon is one of the most Customer obsessed Companies in the world, We will go the extra mile to make sure that our customers are satisfied and there issues are quickly resolved without having to call back. Most reps are highly skilled in what we do and the few reps that you may think are bad really and truly are just new and they are not use to the product. The reps really try out best to solve customer issue but at times it may appear that we cant help because its outside of policy or the customer is not being understanding, for example if your item arrive late its not all our faults its the carrier, If you work inside Amazon you will actually see that we are the most customer obsessed company in the world. People need to also know that we do have more reps in the United States we out source some of or customer service because We are a international company with customers outside the United states and we need people to take calls at anytime.
I was a customer representative of amazon.co.uk before and as a rep we are required to provide the customers the service that they deserve.we are also being monitored by our quality coach on how we handle the concern of our customers. we can also be terminated and lose our jobs if we are not doing the right thing.all of the calls are being recorded for quality purposes. we understand that the customers upset because they did not got what they want. it is either their request is really not possible or it is going beyond the policy.
Just so you know, I'm an Amazon.com customer service representative. I'm based in Washington State. We actually have more associates in the states then we do outside. Our customer service is pretty dang lenient. I'm a lowly employee and I have a lot more power with stuff than you realize.
Ohhh and Zappos is actually an affiliate of ours who's customer service is trained by our quality trainers.
I work at Amazon as a CSA, so I like to think that our customer service is top notch. We don't force you to wade through robotic phone systems. If you call Amazon, you WILL get a real person. We have general customer support 24 hours a day and most of the time the first person you speak with will be able to help you.
We have company policies that we're asked to adhere to, but the only one that we can't make an exception to is security. So you've been reading War and Peace, it's taken you 50 days to reach the end, and you find that the last 100 pages are bound upside-down? No CSA in their right mind would stick to the 30 day return policy in that case. We're asked to use our own judgment and we're empowered to make the decisions that will fix the problem for the customer without transferring or calling on a supervisor.
When we do have to transfer, I can guarantee that you aren't just being transferred around the room. We are "skilled" or trained in "tiers." If you call about your Kindle you will first be directed to "Kindle tier 1." If that CSA cannot help you they will transfer you to "Kindle tier 2." And so on.
As for working at Amazon, it rocks. Well, as much as a call center job can. There's not much of a dress code, so if you call us the chances are pretty good that you're speaking to someone in pajamas. Amazon feels that since the customer can't see us, what we wear doesn't matter, beyond normal HR appropriateness. And the more comfortable we are, the happier we'll be; the happier we are, the better we'll help our customers.
The one downside that I can see on this rating skill is product knowledge. We're VERY well versed in the service we provide, but because of the amazing wealth of products offered on our site, we're not always very well versed in the ins and outs of each product.
All in all, Amazon is customer obsessed. We do everything within our power to help our customers.
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