Customer Service Is King.... except when you are as big as Amazon

So, I watched a key note address by Amazon founder Jeff Bezos, who spoke about Amazon customer service and how they are always striving to do better etc etc.

I have had a few issues where I have purchased hard drives from the Amazon market place and for various reasons they simply did not arrive.

One such instance was still open with no goods being received, and not surprisingly, my credit card being charged (and not refunded).

Basically, the market place seller appeared to be fraudulent, all their feedback poor, and this market place seller would take the payment, issue a fake consignment note, and not reply to any messages sent.

I have already made contact with Amazon, and let them know what had happened, but no refund had been processed by them.

I thought to myself, I wonder if Mr Bezos is 'fair dinkum' about Amazon customer service?

I wrote an email and sent it via the Amazon portal. I very nicely let them know what the problem was, and even asked that they resolve this by simply supplying the same product directly, taking the payment (which was already processed) - a good will gesture on their part.

I received an email back, with them stating that:

They would promptly have their internal department investigate this - I still have not heard back after 1 month.

They had written to their seller and I would receive copies of the correspondence - no copies were received (and the seller is no longer on their site anyhow, so I don't even know if they had a way to contact the seller).

So, absolutely nothing happened. I also clicked on their "issue not resolved" link, but I am not sure what this actually does. Perhaps it dispenses a gum ball in the staff cafeteria.

So perhaps the moral of the story is to not waste time communicating back and force with Amazon customer service, and just get the credit card company to reverse the payment and be done with it.

I was kind of hoping this would be a postive article saying that customer service still means something to Amazon, but I can already hear the snickering of those reading this (and feel a little naive to believe everything that a key note speaker says).

I have pasted the 100% negative feedback of the market place seller below:

I did not received the item and messaged the seller multiple times no response
By Sayanthan on 10 January 2020.
1 out of 5 stars

Fake seller. The item never arrived, no response from the seller. AVOID buying anything from this seller.
By Nilesh Kevat on 3 January 2020.
1 out of 5 stars

Fake tracking number, no communication. AVOID AVOID AVOID. Amazon, you really need to step in here - I expect better from you also. The alarm bells should alrea… Read More
By Marcus on 31 December 2019.
1 out of 5 stars

Item never arrived. Numerous messages sent over the past 4 weeks, with zero replies received. Unable to obtain a refund because Amazon refuses to help. Avoid th… Read More
By JJ Mack on 17 December 2019.
1 out of 5 stars

Package did not arrive, no response from the seller.
By Joshua Ross on 17 December 2019.

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Comments

  • +26

    Amazon market place

    Stopped reading there.

    Amazon's customer service is second to none having used them heavily for over a decade on thousands of deliveries through Prime. Marketplace is not the same thing and has it's own risks. You should really avoid them at all costs.

    While I accept they're still bound to provide support in this case, the hyperbole of your posts implies it's across Amazon's own products and service. This is not the case.

    Suggest you go through the A-to-Z guarentee refund process if you haven't already. Expect to wait while they investigate and get both sides of the story. Don't expect the same expedited treatment as Amazon Prime.

    • +11

      Completely agree, I only buy Prime item from Amazon.
      If it’s not shipping by Amazon then stay away

    • I am happy that your direct dealings have been positive, but I believe they should make an equal effort to resolve an issue like this.

      By dealing with a market place seller, I expect that Amazon have vetted them, and taken the necessary steps to make sure they are legitimate.

      I also expect Amazon to make things right when they can clearly see there was a problem.

      • +6

        Have less expectations, only buy stuff from Amazon directly and not marketplace sellers.

        Move away from the 'Customer Service Is King' dogma, its antiquated and unrealistic. Do you really expect people to fall head over heels for you? How much did you spend on that business, what's your worth to them? Are you the Sultan of Brunei? Yes, get things resolved, but don't expect to be treated like they owe you the world.

        Also please don't strong arm businesses into giving you 'goodwill' freebies.

  • +5

    This is why, if possible, I prefer to deal with a B&M store. You walk in, you take the product home with you, and if you have issues you can hassle a salesperson directly. Costco has become a bit of a Cult for me. The couple of times I’ve had an issue with a product I got a refund, no hassles at all.

    The problem with places like Amazon is they are ginormous so there is little to be gained by following up with someone like you. You could try hassling them on Facebook etc laying out your tale of woe. However, I think reversing the credit card is, probably, the best way. PS - Don’t select sellers with poor feedback.

  • +1

    Only buy ships from Amazon, easy refund and return, they refund as soon as shipping is received. Have to jump through hoops if dealing with seller, Amazon will step in but not till you have been driven mad by seller.

  • +1

    How do you pick out these sellers?
    Surely there comes a time to cut your losses and only purchase from B&M or even stop using Amazon.
    You are entitled to vote with your feet.

  • +4

    Calls out Amazon.

    Rants about sellers on Amazon marketplace.

    • +2

      Amazon are making money from market place, and should still be accountable or at least try to assist for when things do not go right.

      If they were offering market place as a free service to third parties, then it would be different.

      • +1

        So your issue is with Amazon charging sellers on marketplace.

        Sounds like you have beef with Bezos making coin.

        • +1

          Nope - the point I was making is that Amazon financially benefit from their marketplace.

          Therefore expecting Amazon customer service even though it is not a direct sale from them, is still reasonable.

  • +1

    Buyer Beware.

    • +1

      Should not apply when dealing with Amazon Marketplace.

      Would apply if dealing directly with the buyer.

      • +3

        Ebay? Gumtree? Facebook marketplace?

        and the December negative feedback didn't appear for 7/8 months?

        As with the rest of the commenters here, amazon customer service is second to none, I wouldn't touch a marketplace seller I havent heard of with f**k all or negative feedback.

  • +4

    all their feedback poor

    Then why did you buy from them!?

    • The feedback appeared after the purchase was made. They must have been a new market place seller.

  • +5
    • +1

      The stalker of ozbargain.

  • Twice I’ve been duped by dodgy sellers on amazon, both times they promptly refunded me and even gave $10 credit. Strongly recommend you call them after making a claim rather than bombarding them with emails like some prefer

  • I bought a Hard drive too from a dodgy seller. Amazon refunded me the amount and gave me a $5 credit as soon as I got on the chat and complained about the sale to them.

  • Yup what would a $1,140,000,000,000 company know….

  • +1

    Amazon has been great for me. Never had issues

  • I only tend to buy supplied and distributed by Amazon products. Even then if supply unavailable if you havd to return due to faulty. You either wait for restock which may never come. They won't offer a discount on an alternative item. You might get a $10 credit with your refund if you push them enough for the inconvenience. Apart from that yeah ACS is great.

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