|
|
 Getting The Run Around At Amazon
Posted Sat May 13, 2006, by Jennifer B. written to Amazon.com, Inc.
Write a Letter to this Company | Rate this Company
Poor customer service
Dear Amazon,
I am writing because I am extremely displeased with your email customer service. I placed an order from Toys R Us.com and all of my items had free shipping and the whole amount of shipping was credited to my order (#104-4817700-6645513) before I submitted it. After I submitted the order I was being charged for a partial amount of the shipping. I emailed customer service immediately, copy and pasting my order totals and break downs from before and after submitting the order. I was trying to very clear about what had happened. Well Revanth responded saying the order was processed correctly and my total was correct. It was not, I had a screen capture of my order before I submitted it, there was a definite error so I emailed again. This time Kelly responded saying that "it appears that one of my colleagues has already resolved this issue", well actually, if she had read my email she would realize, no her colleague did not resolve the issue. So I thought I would try one more email. The third time Hakeem responded with the exact same canned response as Kelly.
My personal thinking is that reading properly would be an extremely important skill when it comes to email customer service and obviously your employees are somewhat lacking in this skill. Not one of them addressed the actual issue in my emails. What a waste of time and resources!
So I ended up calling your difficult to find 1-800 number and talked to Mary Ann who was wonderful, saw the problem, and resolved it right away.
Why does Amazon not provide proper customer service by email when it is fairly obvious that you don't want customers calling you? I think part of the problem is outsourcing some of your customer service to other countries where English is not the first language, but that doesn't explain Kelly not being able to read either. So perhaps it is plain old laziness.
To add insult to injury, when Revanth emailed me she (?) said a $10 promotional credit would be added to my account and it was not.
I hope to receive a satisfactory response from this letter and I also hope the next time I deal with your email customer service it will be much approved and the employees involved with this are reprimanded appropriately (or rewarded in the case of Mary Ann who actually gave me proper customer service).
 Reply
| Log In/Create an account | 6 comments |
|
|
| PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately. |
|
|
SHARED LETTERS 
del.icio.us
Digg this
