Amazon chat - Should I make a complaint

Drake5 · 29 Nov 2015 at 19:50

I contacted Amazon via live chat as I was due a parcel yesterday that never arrived (I'm an amazon prime customer) so I contacted them yesterday and I was assured that it would arrive today and they even gave me £5

I contacted them again earlier as the parcel still didn't arrive, I connected on live chat and spoke to someone who was quite rude from the start. I explained the situation and they told me that they couldn't give me a delivery date as it seems the parcel hadn't been loaded onto the van correctly (not sure what this meant)

I then explained that this wasn't good enough as I was told yesterday that it would arrive today and that I've spent £100's with Amazon over the past couple of months and the customer agent responded 'XXXXX: and a parcel gets delayed and all heck breaks loose huh' (That's the exact response)

Does this response seem very unprofessional to anyone else or am I making it a big deal, just feels that I'm not really getting respected as a customer - I asked to be transferred to a manager and was told that it wasn't possible at the moment, he told me to ring the free phone number and ask for a manager

Would anyone else make a complaint about this? Maybe I'm just overly frustrated by the situation right now

llamadal · 29 Nov 2015 at 19:54

I'd speak to a manager about that personally

MissChief · 29 Nov 2015 at 19:55

Bit of an attitude on the agents part yes. Worthy of a complaint? IMO no.

[TW]Fox · 29 Nov 2015 at 19:55

It is worthy of a 'lol' to yourself and then getting on with your life.

dowie · 29 Nov 2015 at 19:56

they take customer service pretty seriously so would probably want to know if one of the chat ***** has a bad attitude with the customers

AshD93 · 29 Nov 2015 at 20:00

If you feel upset about the situation, make a complaint.

If you aint bothered, don't make a complaint.

Its really not difficult.

Rroff · 29 Nov 2015 at 20:00

Not very professional from them but black friday and all that I wouldn't be getting too stressed over delayed deliveries personally as its kind of par for the course at this time of year.

Craig321 · 29 Nov 2015 at 20:03

Reconnect and speak to someone else. They are normally very good with this sort of thing, never had a problem with them previously.

Snookums · 29 Nov 2015 at 20:07

It's amazon, milk them for all you can. Ask to speak to a manager etc.

Every late parcel I have ever had I've been given 1 month prime free, how comes you got £5

MadMouse101 · 29 Nov 2015 at 20:08

AshD93 said:
If you feel upset about the situation, make a complaint.

If you aint bothered, don't make a complaint.

Its really not difficult.

This

neoboy · 29 Nov 2015 at 20:10

Nice to know it's not just robots who work there and someone has actually has a dry sarcastic sense of humour.

Packages get lost and delayed from time to time, looks like something went wrong with yours unfortunately and you were compensated for it but CS agents can only see and control so much from their end. You're free to cancel and order elsewhere now, such is the wonder of capitalism.

You were given the most recent information which wasn't ideal but all they could give and you then went for, "not good enough, I spend X much with your company" card that everyone thinks will all of a sudden magically create extra options and new answers on terminals of an agent. You were probably hoping for a little extra compensation but got a dose of sarcasm instead. If you want that freebie now and have time then make a complaint.

LewisStuart · 29 Nov 2015 at 20:11

I've had a couple of next day prime items not show up on the next day, even when the tracking says loaded onto van, You have to expect this at Christmas.

Rroff · 29 Nov 2015 at 20:15

Snookums said:
It's amazon, milk them for all you can. Ask to speak to a manager etc.

Every late parcel I have ever had I've been given 1 month prime free, how comes you got £5

I had a couple of orders delayed - flagged with "Your package is still on the way, but it may arrive later than originally expected due to a transit delay." and Amazon automatically gave me an extra month of Prime free each time without me even doing anything.

breadturbo · 29 Nov 2015 at 20:19

This is the probable explanation

oops i'd better remove Mr Mitchell as there is an 's' word in there

Haggisman · 29 Nov 2015 at 20:22

neoboy said:
Nice to know it's not just robots who work there and someone has actually has a dry sarcastic sense of humour.

Packages get lost and delayed from time to time, looks like something went wrong with yours unfortunately and you were compensated for it but CS agents can only see and control so much from their end. You're free to cancel and order elsewhere now, such is the wonder of capitalism.

You were given the most recent information which wasn't ideal but all they could give and you then went for, "not good enough, I spend X much with your company" card that everyone thinks will all of a sudden magically create extra options and new answers on terminals of an agent. You were probably hoping for a little extra compensation but got a dose of sarcasm instead. If you want that freebie now and have time then make a complaint.

While I'm all for a bit of sarcasm when it's appropriate, its the CS agent's job to try to keep the customer happy wherever possible, and if they can't, then to at least act professionally, things outside of their control go wrong, sure, but that response wasn't necessary

uber soldat · 29 Nov 2015 at 20:27

You should send them a strongly worded E-mail.

Snookums · 29 Nov 2015 at 20:28

Rroff said:
I had a couple of orders delayed - flagged with "Your package is still on the way, but it may arrive later than originally expected due to a transit delay." and Amazon automatically gave me an extra month of Prime free each time without me even doing anything.

No I've never had that happen, I've always had to complain. I think I'm on 4 free months now and I've had it a year and half in January.

jsmoke · 29 Nov 2015 at 20:36

Yes and no.

pepp77 · 29 Nov 2015 at 20:36

I might have to complain as well, ordered something yesterday at about 3pm which said it would be delivered today. The order is showing in my account as to be delivered today and also awaiting despatch. The two other things I ordered a couple of hours earlier have both arrived though.

This is after an order from the start of the week came a day late and they gave me an extra free month of prime. Should I try for a second free month?

neoboy · 29 Nov 2015 at 20:40

Haggisman said:
While I'm all for a bit of sarcasm when it's appropriate, its the CS agent's job to try to keep the customer happy wherever possible, and if they can't, then to at least act professionally, things outside of their control go wrong, sure, but that response wasn't necessary

Not the most professional response for sure, but none of us know exactly what was said in the transcript apart from that bit that was posted word for word. Even then not the most professional response but having worked front and back of the house with the Marriott, I find that people who started complaints about service with, "he was rude from the start" followed by how much money they spend aren't the most reasonable lot and most of the time have themselves made a meal out of nothing.