Public Mediation

Amazon.Com (Headquarters) Dispute

A. B. vs. Amazon.Com (Headquarters)
410 Terry Avenue North, Seattle, Washington, 98109, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"Complaint sent to Amazon twice with no response:

I order from Amazon often. This has been, by far, THE most terrible customer service I have EVER experienced with any vendor. The low quality pertains to the poor knowledge of the representatives to the rude interaction, including a hang up from a supervisor because I checked and verbally confirmed with my bank rep that money was withdrawn and she said it was not. Because I would not agree with her, she hung up on me. When I called back, the new rep stated debit transactions are immediately withdrawn, therefore the supervisor before her did not relay the correct information to me, and then proceeded to hang up on me because I would not agree that my bank account had not been withdrawn.
The very first rep, I contacted through chat only changed one part of my order, and so the rest of the items still went through processing, which is why funds were drafted from my bank account. Had it been resolved correctly at first contact, we would not have had additional problems.
The second rep, I contacted via phone, and she updated my payment information for all the other items that the previous rep missed, and told me I needed to cancel the order valued at $313 and re-order it after she added it to my cart because she could not make changes to it otherwise. She did not add all the correct items back to my cart, as she said she did, so I was missing an item AND both orders still processed to ship out, so I had double orders!
The third rep I spoke to was the one mentioned above who hung up on me. They were both extremely rude and the supervisor hung up on me. Very professional…She did not bother to find out why I was frustrated. Had she done her job as a CUSTOMER SERVCE rep, she would know this was my third contact with no resolution.
The fourth rep I contacted via phone, stated she would forward my complaint about the previous rep. This should help the timeline for what you see on record of my contact, should you choose to use this information to improve your process.
This fourth rep told me the correct information, that debit transactions are immediately withdrawn, when the previous rep and supervisor said it was only an authorization and nothing was drafted. The crux of the supervisors argument fell apart at this point when I found out this information. The supervisor stated she would not continue to tell me that she could not refund what was not withdrawn and hung up. However, had I been helped/given correct information in the beginning, we would not be here now. It is not my responsibility to know what Amazon processes are. This is why you have a phone line and chat avenue for contact.
I am currently working with Lin on chat, who is trying to resolve my issue. She has also relayed the information about bank transactions posting immediately. I have decided to cancel the entire order because this is frustrating and I do not trust Amazon to adjust anything appropriately. This has not only wasted 3 hours of my time, by contacting Amazon 5 TIMES, but I will also be overdrafted on my account, and no orders have been placed. This was a large order, too. So many negatives, on both sides have occurred that could have been different if you had competent, honest employees (specifically noting the rep and supervisor duo that may or may not have notes on the account to hide from their behavior).

If there is no resolution to this, I will NEVER order from Amazon again, and I will make sure no one in my family or any of my friends buy via Amazon again. I will find them deals myself to keep business from such a poor, unappreciative company. Stores honor Amazon prices just by showing how much items cost, so ditching you as a company will not be difficult.
I look forward to hearing what your resolution is.

Ashley Blakemore"
...
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What Claimant Wants Hide
Just make me happy!
Claimant invites Amazon.Com (Headquarters) to make a fair offer.
1. Other – Copy claim to regulators Oct 01, 2015 $14.99
2. Other – Pay for claim posting cost Oct 01, 2015 $7.99
3. Other – Physical delivery charges Oct 01, 2015 $2.99
Cash total : TBD
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Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Amazon.Com (Headquarters). This claim will remain posted until resolved
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