Amazon Customer Service Gone Downhill

itsme56 on 17/10/2022 - 23:23
Last edited 18/10/2022 - 09:58 by 1 other user

Anyone else noticed the service has dropped significantly?

Banda | Customer service
How may I assist you?
B11:06 PM

this return was delivered to amazon 12 days ago
11:07 PM

Banda | Customer service
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx ?
B11:07 PM

yes
11:07 PM

Banda | Customer service
Please allow me a minute to check that for you.
Thank you for waiting online.
I've checked and see that, your already delivered to us.
Please don't worry, you'll receive your refund as soon as possible. After delivery returned, a full refund which should reflect in your account in the next 2-10 business days.
B11:11 PM

this return was delivered to amazon 12 days ago
Refund Timelines
It may take 1-5 business days after we receive the item(s) to process your refund.
https://www.amazon.com.au/gp/help/customer/display.html?node…
11:13 PM

Banda | Customer service
I've checked and see that, the delivery was returned to us back on 6th Oct to our Hub and I request to please allow us 24-48 hours to get refund.
Please be assured that your funds are safe with us.
B11:14 PM

It may take 1-5 business days after we receive the item(s) to process your refund.
it has been 8 business days
11:14 PM

Banda | Customer service
Sorry for the inconvenience that caused you.
This is the guide line to all customer, even you've got refund previously within 1-5 business, however the refund will initiate 2-10 business day.
B11:16 PM

your own page says 1-5 not 2-10
https://www.amazon.com.au/gp/help/customer/display.html?node…
please read
11:17 PM

Banda | Customer service
Please could you check once : Credit Card Credit Card 2 to 10 business days
B11:18 PM

i paid via zip
please check once
UNO Reverse sir
Zip Account Zip Account Immediate
11:19 PM

Banda | Customer service
Sorry for the inconvenience that caused you.
Please allow me a 2 minutes to check that for you.
B11:20 PM

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Comments

  • Hybroid on 17/10/2022 - 23:27
    +7

    I returned an item today and got a full refund issued 4 mins after AusPost scanned the barcode. So your mileage can vary.

    Try another customer service agent.

    • vinnychase on 18/10/2022 - 00:06

      I guess it depends on the price. below $100 items are probably instant whereas those above that have a bit more verification.

      • Hybroid on 18/10/2022 - 00:07
        +2

        $320. Probably depends on account standing/history too.

    • Froot Loops on 29/11/2022 - 01:13

      For local return items of lower value, the scan at submitting is enough for a refund to be triggered. More expensive or global items can be bitch atm.

      Edit: $320 item, nice.

  • Muzeeb on 17/10/2022 - 23:49
    +1

    @bezos

  • jv on 17/10/2022 - 23:53

    I've never had a problem with them…

    Problem always gets sorted in a few mins.

    • Ehty on 17/10/2022 - 23:56
      +3

      How do they solve you

    • Thrift on 19/10/2022 - 00:15
      +1

      The problem you've never had with them always gets sorted in a few mins?

      • jv on 19/10/2022 - 00:19

        I've never had a problem with them resolving issues with sellers.

  • Jimothy Wongingtons on 17/10/2022 - 23:56
    -6

    Agree cs for amazon is terrible and non existent- but still better than eBay and can’t beat that next day (or even same day in some states) impulse shipping

  • penguincat on 18/10/2022 - 01:22
    +7

    Anyone else noticed the service has dropped significantly?

    What are you blaming Amazon for exactly? Some broken English well that isn't new.

    If you are using buy now pay later platforms aren't you bound to their terms as well not just the sellers?
    Zip mentions "Refunds on orders can take up to 14 business days to process however the exact timeframe is dictated by the merchant." Now that doesn't mean because Amazon or whoever refunds it instantly that Zip will be the good company here and pass it along straight away.

    I personally would be complaining to Zip. If they just blame the seller are you actually surprised? Because I'm not. Zips own vague at best terms give them an excuse to drag their feet regarding refunding the customer so it is likely not the seller at fault here.

    • AngusD on 18/10/2022 - 08:22

      But if Amazon had already refunded the money then surely the customer service rep would have said "refund was issued on XX October, if you don't have it yet then please talk to Zip or your credit card provider or whoever". I would think that Amazon's records would show the refund as soon as it was issued, even if it then took a while after that for it to make its way to the customer?

    • itsme56 on 28/11/2022 - 23:38

      Zip refunds are instant if they are actually processed.

  • djkelly69 on 18/10/2022 - 04:52
    +11

    Not sure how being an a-hole to a front line CS rep meant to get you a refund any faster?

    • [Deactivated] on 18/10/2022 - 05:16

      he was being a bit rude, but then again, the CS rep wasn't doing his job, wasting other peoples time is rude.

  • djones145 on 18/10/2022 - 07:19

    u forgot to play the reverse card when asking for refund, would have been faster

  • JimmyF on 18/10/2022 - 10:29

    i paid via zip

    Well there is your delay….

  • lint on 18/10/2022 - 11:13
    +5

    The chat person looked at the problem and can see your return was received and you should've gotten your refund already, so processes the refund for you, asks you to please allow 24-48 hours for the refund to go through.

    You're just being a jerk and repeating the same thing over and over and demanding that they refund you a week ago like the person can travel back in time and fix it for you. I mean, maybe you should've gotten a refund earlier and Amazon screwed up there, taking that rude stance to the person on the chat isn't really helpful.

    • MeesusEff on 18/10/2022 - 18:20
      +2

      Agreed, costs $0 to be nice. One time I said 'hope you are well' and 'hope you have a good rest of the night' and the rep actually thanked me for being his nicest customer that day. Like I can only imagine how his other chats went if that's the bar, geez

      • rokufan on 19/10/2022 - 19:00

        I always end online support chats with something nice and polite. Disappointed to here that maybe rare. Maybe people are just hitting the end chat button.

    • itsme56 on 28/11/2022 - 23:39

      Zip refunds are instant. So they hadn’t processed it.

  • nick1058 on 18/10/2022 - 20:25
    +2

    I returned an item Monday. Was refunded within 30 mins of delivering to post office, minus the $7 return postage cost. Went onto online chat that night and politely asked if it was possible to have the $7 credited as was Prime member who does not often return items. Was immediately offered a $10 voucher. Amazing customer service.

  • hasher22 on 18/10/2022 - 21:49
    +5

    I used to work for customer service and I would get the OP every 2nd call with full entitlement and demands.

    Front line workers can't give you the money asap but they can check and see whether there's an error or something got lost process.

    Don't take it out on the rep, first time be nice, you seem very entitled.

    Alot of things could have happened to your refund and they process thousands per day.

    You got your answer of up to 48 hours, if you don't get a notification of it being processed within that time frame, escalate it.

    I understand it sucks with delays but crap happens, don't take it out on other people that can't control what you want.

  • Third_Gear on 19/10/2022 - 07:49

    When I get an entitled customer like this I will just troll them for a while. Because I know no matter what I do I won’t be able to make them happy; I will do the bare minimum to solve their problem.

  • clint-008 on 19/10/2022 - 07:53
    -1

    Can't seem to get anything delivered anymore, I am still waiting on my last order from 2nd of October contacted customer service offered to resend or refund agreed to have it resent.

    Asked if they could not ship it with Aramex again unfortunately I was told they have no way of choosing what courier service is used and that it is automated. The second package is now in transit with Aramex unlikely I will ever see my order.

    Can't contact Amazon support again about it being undelivered until the latest possible delivery date of 31st of October has passed. I did find there customer service to be good though the representative was quick to respond, extremely nice and understanding. However unfortunately I am still waiting with no end in sight.

    Personally always had problems with Aramex usually waiting for my order to turn up at one of the random parcel connect agents is a massive headache. This time though it seems they can't even find our address at all, According to there tracking the package has gone from Aramex depot 180 km away and then being onboard with a driver for delivery to parcel connect agent to now being on the NSW-VIC border 600 km away. Aramex never even responded to my enquiry. Every Amazon order is nuisance and a waiting game now I just wish Amazon would offer an option to select your preferred courier Auspost has no trouble finding our address.

  • clint-008 on 19/10/2022 - 14:37

    Ok negged for sharing my experience, even though I said I had good experience with there customer service team. The problem is there overall service is going down hill there partnership with Aramex is causing major issues and has been getting worse this article from last year mentioned it.
    https://www.channelnews.com.au/amazon-customers-left-with-no… problem even seems to be occurring in other countries where they are used as a courier

    Almost 3 weeks with no signs it will ever be delivered is simply unacceptable and
    All I ask is that my package is delivered in a reasonable timeframe if that means I have to pay more for postage so be it just at least give us the option.

  • Ridiculous Panda on 29/11/2022 - 00:54

    I suggest shopping exclusively at Harvey Norman. Great experience and customer service.

    • Froot Loops on 29/11/2022 - 00:55

      😂😂😂 Best comment today 😂😂😂

  • Froot Loops on 29/11/2022 - 01:11

    I returned a laptop (I have a good experience being allowed to return it, as it was well out of warranty) to the states and was told the timeframe for a refund (upon delivery) was now is up to 40 business days (Amazons US global centre). I had contacted support 7-days after they got the package and whinges and was refunded within ~5 days.

    I have picked up (in my few recent chats) the staff seem to be less skilled, than in the past and clueless in certain areas.

    Another example of an issue I am detailing with, was I had 3 items shipped (locally) and it was returned to Amazon before even reaching my PO Box (or LPO). Contacting Australia Post they stated these were like damaged in transit due to the inland flooding we had a month ago. Anyways, after the return to sender, there has been no scans after that. Amazon staff keep saying (3 convos) they will need to wait until they get the good back before sending out replacement / refund, but also blame me stating "I need to deal with AusPost" (AusPost tell me I need to contact the shipper). A month on and no resolve and I'm not sure why they support cannot handle this issue. In this event when I first contact them, the chat agent would disconnect once hearing the issue (you are then connected to another agent in the same chat box) and this happen ~10 times in 1 chat. I demanded a call and I got a call from Pakistani? number, where the agent spoke no English (I mean none at all) with the intro recording also being in another language.

    I'm just putting it down to "internal issues" and hoping Bezos pulls his finger out. I believe there is problems within the company (like staff shortages), but this would be withheld from the public as shareholders are the key stakeholder. Hopefully you get this sorted mate and Amazon returns to the good old days.

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