"I have been a devoted Amazon Prime member for years and have spent many thousands of dollars each year. I have never returned anything or asked for money back on a single item.
Last Christmas I purchased a $100 gift card for my mother (her yearly gift). She tried to redeem it in June but was told that the money had been returned to me (what?), and they refused to help her any further on the matter. I contacted them through their "recommended" chat line a few months ago to find out what had happened. After more than an hour of back and forth, it finally became clear that somebody had contacted Amazon after hacking into my account, and had asked them to resend the card to a different address. We confirmed that I had never done such a thing, and we found out the address was somewhere in New York where I have no family or friends. The customer service rep told me that she would contact Finance, and someone would get back with me "within 24-hours". NOTHING!
I contacted them again a few weeks later to find out what was going on. This one acted like he had no idea what I was talking about, so I explained everything and told him that I wanted my money refunded or to have the gift card resent to my mother. He told me that he would do this, and he confirmed my mother's address in Seattle.
This takes us to today....NO gift card. So, this time I call them. After the not-so-smart customer service rep misspelled my email address several times after I carefully spelled it out for her, she finally got into my account. I went through the grueling process of explaining my situation AGAIN. She kept putting me on hold and then informed me that the card had already been resent to me in April! She went on to read some communication between me and Amazon in April when this happened. I told her that this was not me, and this is the person who was pretending to be me in order to steal my money. After much more holding, she informed me that since it was already resent once, there was nothing they would do about it! I told her that was ridiculous and told her that I would cancel my Prime membership and stop using their site if they wouldn't take care of their customers. She put me on hold again, and then came back to tell me that they would do nothing, and she would go ahead and cancel my membership! Unbelievable! They would rather lose a customer than part with $100 measly dollars to make this right with me!
The really scary part is that it was likely an inside job by an employee, because who else would know that there was an unredeemed gift card out there to steal? I can't even feel safe to shop on their site, even if I wanted to again!
So, PLEASE, PLEASE be careful if you shop on Amazon, and just know that if something goes wrong....they are NOT on your side! "
"Purchased some boots. The right boot was faulty, so contacted Amazon. The seller failed to respond, so I raised a claim. Amazon closed it. I contacted Amazon with pictures. The case was re opened because the boots were faulty. As no returns slip was provided, as advised in email from Amazon AND the supplier (Field and Trek), I returned the faulty boots to the vendor and a refund for the purchase was made a few days later, and Amazon closed the case again. I contacted Amazon and advised that I was entitled for a full refund for the return shipping costs as the goods were delivered faulty. They wriggled, squirmed, kept asking for information that I had previously provided and after I reminded them of the UK distance selling regulations and sale of goods act they refunded this amount. My problem with Amazon is the work and time that it took to do this. They repeated closed my claim incorrectly, and seemed to want to make the process as long winded and difficult as possible. The staff I talked to in customer service could not understand English! The account is now closed. Closing the account was a frustrating experience! I have always found ebay to provide really good service in the event of a problem. I wont use Amazon again because I dont trust them to handle a problem without them making it hard work. They protect sellers, not buyers"
"Joined as a Prime Member to get orders sooner and other deals like streaming video, shows etc. First, streaming video is always freezing, stops playing, starts over. My cable carrier said it was Amazon's poor service. We do not have these problems with NetFlix and others. Also orders are suppose to be delivered in 2 days on normal orders. It is taking 5-9 days. I placed a order nine days ago, was told I would have in two days, still waiting. Service folks you respond to are not humans, they are computer driven responses. So you are wasting your time thinking you are discussing a problem with a real live person. Amazing Bezos has made Billions off us, but can care less about his service. "
"I have been with Amazon for over 10 years. It was excellent, at first. Now... all of the customer support was outsourced, no one has the capacity to help you, and they are becoming very rude, when you insist on help.
Shipment issues with Amazon PRIME delivery are a pain in the neck. I have packages delivered late, to the wrong address, damaged, etc. I ran out of my patience with Amazon customer service when I demanded a replacement for my missing package, to which I was told to wait a week until the carrier delivers (even though I paid for PRIME 2 day delivery and ordered a gift). I demanded to speak to the supervisor. Nadina, the supervisor, was very nasty she told me to file a claim with a police department to get any refund or replacement from Amazon and then threatened to terminate a conversation, because she had no capacity to help me. I spent over an hour with customer service on this issue, just to be kicked out. Ans I was not nasty or screaming, I just demanded some action from Amazon. I pay for PRIME, I should get a 2 day delivery guaranteed or a refund/replacement. Nadina stated that there is no such thing as a 2 day guaranteed delivery (which is an actual statement from Amazon you see every time you order with PRIME) and Amazon is not responsible for what the carrier does with the package. It was so hurtful and disappointing to be treated like that after years of paying for PRIME.
Before all of the support was outsourced, customer service would actually attempt to solve your problem with the carrier or a seller and then issue a refund/replacement/compensation for the troubles you go through."
"Ordered a relatively expensive electronic product (~$400) from Amazon at the exact price as the local big box store as I physically cannot go to the brick and mortar. Offered free 1-day delivery and I am a Prime Member. Amazon charged my credit card immediately that seemed somewhat normal as in the past they have not charged until product ships. Given the one day and 30 mile proximity to one of their large Fulfilment Centers, I accepted this as reasonable (I get text messages from CC provider for any charge over $50 that is how I know when they process). Several times today, I checked my order page to Track the package and it never progressed to the Shipped state. At 5 pm I receive an eMail stating that they have had delivery problems and will advise when they expect delivery. Right now, it still shows as arriving today by 9 PM even though they sent eMail to the contrary.
Once they shifted towards their own delivery service, everything has gone south. Sure-Post stinks like many have posted, but their OWN delivery capabilites are even worse. Over the holidays I experienced multiple failures when delivered by Amazon, and zero when delivered by UPS and even USPS Sure-Post. From this particular order as well as other orders in Dec 2017, I see a pattern that leads me to think that they are showing items as available on website when they really are not, then claiming delivery problems as an excuse. For example, on the same order, I purchased 3 identical Amazon GIft Cards for the same amount. Received 2 on separate days and received a similar eMail for the 3rd about delivery problems. WHen I escalated to Customer Service, I got the apology platitudes and agent promised next day delivery. That did not happen and I actually received the 3rd card via Sure-Post late Xmas Eve.
What made them wildly successful early on was passion towards the customer bending over backwards to make sure they met what they call their Customer Promise. This is a thing of the past with them becoming just like many of the other online pirates out their with Bait and Switch and garbage answers when problems arise. Now that prices have come up to Brick and Mortar, why bother? Bezos is too focused on himself and expanding his Amazon and personal empire. Avoid them .. I will from now on."
"Disrespectful, false advertisements& being a PRIME member& purchasing a PRIME product does NOT mean 2 delivery . Some of Amazon's customer service reps don't even know their policies or English ! Amazon's " head " is getting too big. Their delivery is usually late ( even PRIME ) &the products are getting worse ( especially 3rd party products). "
"I've never had better customer service. They always answer my question and go above and beyond. I've, luck-fully, only had to contact them three times in the five years of purchasing stuff online. They are great and provide prompt, professional, and courteous service. "
"Amazon continues to impress me with it's customer service. Every single time we've had an issue, they've gone above and beyond to rectify and resolve the problem. "
"I bought a item through a third party seller. Web site was wrong. It cost me $76.00 to ship it back but that was only after fighting with the seller. Amazon customer service was as good as comcast. Very poor. Amazon was no help. Most of the calls to Amazon were answered by a person who had great difficulty speaking english. Communication with the representative was at times nonexistent. Once the item was sent back to the seller (with a RMA number) they did not credit my account. I had put the billing into dispute to get my money back. "
"Amazon removed my reviews and reviewing privileges since 1999 without cause or explanation. I was not vile, untrue nor did I accept payment for reviews. They will not even discuss it. I have been a loyal customer and they think nothing of mistreatment."
"I finally figured out what Amazon Prime is for. It's for expedited handling of your orders. Most product from Amazon is from a warehouse a day away, at the most. But it takes them 10 days to ship your product, what a normal company does in 1 - 2 days. Gouging all their customers into paying for Prime. RIPOFF. You should be ashamed of yourself Bezos....."
"It was easy to order from Amazon. All my items were delivered on time and the products were good quality. Thank you for helping to make our Christmas shopping much easier.
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"Amazon was advertising the two day shipment order on the 22 of Dec the cut off date and you will receive your merchandise in two days that would be 24 Dec. After ordering the product and found out my area was under that condition I went forwarded and placed item. Talking to a customer service from Amazon I found out that since Monday is a holiday Amazon is not sending out orders. So I will not get item until 26 Dec. Also being a prime customer. That was false advertising . So now I have to run to Walmart and pick up something it is not fair to have company over and the person not to have a gift. Several people I talked to experience the same problem. Everything is $$$$$$$$$$ signs, what about customers, if it was not for the customers you would not be in business!!!!!! "
"I ordered from 2 different sellers on Dec 17th at around noon. Amazon had a big notice at the top of their website guaranteeing arrival by Christmas. Both items were supposed to be "in stock". One item arrived at the UPS site at 5:59pm on the 20th. The second item sat an extra day and didn't get to UPS until the close of business on the 21st. Remember, the order was placed on the 17th! This is not acceptable, especially when Amazon is advertising arrival by Christmas. I am very disappointed that the Christmas gifts will not be here for Christmas.....I will now likely be returning the items. This is extremely bad business and even worse customer service."
"I don't know if its because of the new net neutrality rules or whatever, but I've been making reviews on Amazon for over a decade and this is the first time my review was NOT POSTED - Also, the review guidelines have been edited to state that once your review has been stricken, you may NEVER post a review for that item you originally reviewed, ever again. OMG. What kind of world do we live in!? BOYCOTT AMAZON!"