Where do I stand with amazon?

xraycat87

xraycat87

xraycat87

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Sorry for the long pasted chat, but where would I stand from a customer service point of view here. Towards the end I'm slightly annoyed as reflected by the advisers promises.

Hello,
Here's a copy of the chat transcript you requested:

Initial Question: I ordered a TV and I can now see there is a code for every warehouse deal to have 20% off, as im within the terms to return it, can I just be credited with the 20% due to this, instead of returning it, buying it again when its listed once again and costing amazon more in shipping.

02:40 PM BST Susen(Amazon): Hello, my name is Susen. I will be happy to help you.

Thank you for being an Amazon Prime member.

Am I chatting with Ashley Davis?

02:40 PM BST Ashley Davis: you are yes :) hello.
02:41 PM BST Susen: Hi,Ashley
Thank you for the verification


02:41 PM BST Ashley Davis: no problem.
02:42 PM BST Susen: As I understand you that you did not receive 20% off on the item you purchase?
02:43 PM BST Ashley Davis: I bought the item and since then within 2 weeks theres a code to reduce it by 20% further, this is quite a saving and as im eligable to return it and buy again, it would be easier for both parties that im refunded/credited the difference :)
02:43 PM BST Susen: Thank you for the information.
May I know the order number please?
02:44 PM BST Ashley Davis: Order # xxxxxxxxxxx
02:44 PM BST Susen: Thank you
02:44 PM BST Ashley Davis: thats ok
02:44 PM BST Susen: Please allow me a moment while I check this for you.
02:44 PM BST Ashley Davis: okies
02:49 PM BST Susen: Thank you for waiting
02:51 PM BST Ashley Davis: no problem.
02:51 PM BST Susen: Ashley ,I have checked this for you and I am really sorry that this item is for selected item and it does not apply to all items.however, to help you in this as one time exception I will give you 10% off on this order and you can keep the item .
If that would help?
02:52 PM BST Ashley Davis: could i be cheeky and have 15 and we'll call it at that.
02:54 PM BST Susen: I can understand you here however, I am really sorry that this offer is valid only for selected items however, as an exception I am doing this for you and 10% is the maximum I can do for you.
02:55 PM BST Ashley Davis: that would be great then, I understand. How would it be credited.
02:56 PM BST Susen: Thank you so much for understanding here .
I will refund to your payment card.
Would that be fine?
02:56 PM BST Ashley Davis: how much would that be in total
02:59 PM BST Susen: Ashley ,I am unable to process a refund from my end in this case I will transfer your chat to relevant team and they will help you in this.
03:00 PM BST Mayukha Murthy(Amazon): Hello, my name is Mayukha. How may I help you?
03:00 PM BST Ashley Davis: Hello :)
the previous advisor sent here for my 10% refund?
03:01 PM BST Mayukha Murthy: May I know the reason for refund?
03:01 PM BST Ashley Davis: has she not explained this?! This is annoying. Ill copy the chat but this isnt acceptable.
Thank you for the information.
May I know the order number please?
Me: Order # xxxxxxxxxx
Susen: Thank you
Me: thats ok
Susen: Please allow me a moment while I check this for you.
Me: okies
Susen: Thank you for waiting
Me: no problem.
Susen: Ashley ,I have checked this for you and I am really sorry that this item is for selected item and it does not apply to all items.however, to help you in this as one time exception I will give you 10% off on this order and you can keep the item .
If that would help?
Me: could i be cheeky and have 15 and we'll call it at that.
Susen: I can understand you here however, I am really sorry that this offer is valid only for selected items however, as an exception I am doing this for you and 10% is the maximum I can do for you.
Me: that would be great then, I understand. How would it be credited.
Susen: Thank you so much for understanding here .
I will refund to your payment card.
Would that be fine?
Me: how much would that be in total
Susen: Ashley ,I am unable to process a refund from my end in this case I will transfer your chat to relevant team and they will help you in this.
A Customer Service Associate will be with you in a moment.
You're now connected to Mayukha Murthy from Amazon.co.uk
Me: Hello :)
Mayukha Murthy: Hello, my name is Mayukha. How may I help you?
Me: the previous advisor sent here for my 10% refund?
Mayukha Murthy: May I know the reason for refund?
03:02 PM BST Mayukha Murthy: I'm sorry for this Ashley.
03:02 PM BST Ashley Davis: its not your fault but this isnt great service, (not your fault as i say)
03:03 PM BST Mayukha Murthy: However, we will not be able to help you with the post-order price adjustments.
We work hard to make sure our prices are as competitive as possible and may from time to time change our prices. However, we don’t offer post-order price adjustments.
03:04 PM BST Ashley Davis: i can see the general auto reply but this was promised and agreed by the previous advisor. Please see the chat before. If this still isnt processed i want to raise a complaint against the previous advisor too.
03:05 PM BST Mayukha Murthy: I can understand your concern Ashley, however, we will not be able to help with post-order adjustments for any order or item.
In this case, you can return the item for a full refund and place a new order for it for discounted price.
03:06 PM BST Mayukha Murthy: I'm sorry about the incorrect information you've received.


03:06 PM BST Ashley Davis: I need this escalated then becuase im happy to return the item as i can get 20% off. she agreed i get 10% credited and not return the tv. have this escalated please because im not very unhappy to be lied and misled by the last person.
03:07 PM BST Mayukha Murthy: Yes Ashley, I'll surely forward this so that the previous agent is coached regarding this.
03:07 PM BST Ashley Davis: I also want the promise actioned
03:08 PM BST Ashley Davis: and Im aware you need to get authorisation.
03:08 PM BST Mayukha Murthy: I'm sorry Ashley, we will not be able to help with the discount that was offered.
Please return the item and place an order for it at the discounted price.
03:09 PM BST Ashley Davis: then i want my account credited for the trouble and I will raise a complaint on my own. You can understand my frustration and im just wanting some help and this to be sorted.
03:11 PM BST Mayukha Murthy: I can understand that Ashley.
However, we will not be able to help you with any compensation for this.
I'm sorry for this.
03:12 PM BST Ashley Davis: Not acceptable at all. I need this raised. It's not hard to credit my account, im finding this very frustrating that now ive been misled, lied to, refused help and pretty much told nothing will be raised or sorted.
03:13 PM BST Mayukha Murthy: Ashley, I'm sorry that you were given wrong information.
In this case, I request you to return the item for a refund and then place a new order for it at the discounted price.
03:14 PM BST Mayukha Murthy: I've already forwarded this to the concerned team so that the previous agent is coached regarding this.
In this case, this is the only solution I can help you with.
Apart from this, Could I be of any further assistance for today?
03:15 PM BST Ashley Davis: no, I'm raising a complaint against both agents now. This was awful.


Thank you.
Amazon.co.uk
 
As you are returning the TV due to wanting the discount it will be you who has to pay for return postage which will be expensive depending on the size of the tv. Have you checked that the cost for the postage won't be more than 10% of the value?
 
sanaxe1 said:
As you are returning the TV due to wanting the discount it will be you who has to pay for return postage which will be expensive depending on the size of the tv. Have you checked that the cost for the postage won't be more than 10% of the value?
Click to expand...


postage costs £30, refund due £115

its more how I've been lied to directly that annoys me more.
 
Blimey, what a hassle. And this is after paying for Prime membership!

Personally, I'd take the hit, keep the TV and forget about the discount.
 
Yadda said:
Blimey, what a hassle. And this is after paying for Prime membership!

Personally, I'd take the hit, keep the TV and forget about the discount.
Click to expand...
Yeah it's a nightmare. Where I work if a customer has been misled or quoted a price we have to honor it 99% of the time. Clearly if they're lied to me she's probably done it to others too. It wasn't even hard to get them to agree but now it's all a lie I dont know what to think.

I'd rather be without a TV and buy elsewhere then take the hit which even in their terms Im eligible for, then be lied to and passed along.
 
xraycat87 said:
postage costs £30, refund due £115

its more how I've been lied to directly that annoys me more.
Click to expand...
i doubt you've been lied to...someone got their wires crossed and gave you the wrong info. that's not the same as someone deliberately trying to mislead you. is it worth your hassle to box the tv up and send it off for an 80 quid saving? that's your call i guess. if the tv is stand mounted as opposed to wall mounted and there isn't much faff then i'd go with returning. maybe try kicking up a stick that you want to cancel your prime off the back of this and see if anything comes from it?
 
Thekwango said:
i doubt you've been lied to...someone got their wires crossed and gave you the wrong info. that's not the same as someone deliberately trying to mislead you. is it worth your hassle to box the tv up and send it off for an 80 quid saving? that's your call i guess. if the tv is stand mounted as opposed to wall mounted and there isn't much faff then i'd go with returning. maybe try kicking up a stick that you want to cancel your prime off the back of this and see if anything comes from it?
Click to expand...
I agree with some parts.

it's this one that gets me, the fact they've said they checked,

"02:51 PM BST Susen: Ashley ,I have checked this for you and I am really sorry that this item is for selected item and it does not apply to all items.however, to help you in this as one time exception I will give you 10% off on this order and you can keep the item ."
 
xraycat87 said:
I agree with some parts.

it's this one that gets me, the fact they've said they checked,

"02:51 PM BST Susen: Ashley ,I have checked this for you and I am really sorry that this item is for selected item and it does not apply to all items.however, to help you in this as one time exception I will give you 10% off on this order and you can keep the item ."
Click to expand...
perhaps they did check and misunderstood what their system was telling them. that's still not the same as lying. i highly doubt that the first advisor was intentionally lying to you. it serves no purpose.
 
I would call them. They are massively more helpful on the phone. They always say things like "just this one time, for being a prime member, we'll do xx" and they just sort it out. I've had all sorts of shenanigans from Amazon, but in the end they always resolve the issue to my satisfaction.
 
Tbh, you've purchased atelly and want to return it due to finding it cheaper elsewhere, not their problem.

HOWEVER, you should have just contacted returns and said you wasn't happy with the TV and want a refund due to xyz. Then ordered elsewhere

Whilst this isn't what you're doing, it winds me up when people buy stuff then com.ent on manufacturers pages going 'ugh literally just purchased this two days ago and now there's a sale???!? Thanks *insert company name*
 
dirtychinchilla said:
I would call them. They are massively more helpful on the phone. They always say things like "just this one time, for being a prime member, we'll do xx" and they just sort it out. I've had all sorts of shenanigans from Amazon, but in the end they always resolve the issue to my satisfaction.
Click to expand...

They give you sneaky kisses for being a prime member?!
 
I would give them a ring as it is probably a lot easier to explain to someone when speaking to them, I have always found them more than helpful if I have ever needed them
 
To answer the original question , you don't really stand anywhere, you purchased an item for a price you were happy to pay and then an offer came on. You enquired about backdating the offer to your order and were advised that the item you ordered wasn't covered by the offer, but out of goodwill they will offer a 10% discount. On being passed to the department that can actually process refunds you were advised that unfortunately the first person had made a mistake.

As you had the chat transcript the best thing Amazon should have done is just honoured the 10% discount, however it doesn't look like they have any obligation to.
 
It was a warehouse deal and I'm still within the window on where by theres a price reduction or offer within x amount of days they honor that. That's the issue here and something clearly outlined in their T&C's. I contacted them with the expectation of getting the 20% I would get, and left happy with 10% and now they've not even honored that.
 
Goodness me, the way you got so annoyed over something because they wouldn't give you discount is unbelievable. You purchased the item at a price you were happy to pay. Now you're expecting to return it to them, get a discount on a new one, and not pay postage for the return? And then when they explain that they've made a mistake (which is human, btw) you then start getting all annoyed and start with the "escalate, escalate, escalate" just to get your own way.

You didn't have to purchase the TV. Unfortunately it's always a risk when you buy something that it might be cheaper a few weeks later. What do you do if something you buy is cheaper six months later? Do you still complain then?
 
Delvis said:
Tbh, you've purchased atelly and want to return it due to finding it cheaper elsewhere, not their problem.

HOWEVER, you should have just contacted returns and said you wasn't happy with the TV and want a refund due to xyz. Then ordered elsewhere

Whilst this isn't what you're doing, it winds me up when people buy stuff then com.ent on manufacturers pages going 'ugh literally just purchased this two days ago and now there's a sale???!? Thanks *insert company name*
Click to expand...
it sounds more like they've bought the TV and then Amazon have dropped the price right after.
 
timmeh said:
it sounds more like they've bought the TV and then Amazon have dropped the price right after.
Click to expand...
CHokKA said:
Goodness me, the way you got so annoyed over something because they wouldn't give you discount is unbelievable. You purchased the item at a price you were happy to pay. Now you're expecting to return it to them, get a discount on a new one, and not pay postage for the return? And then when they explain that they've made a mistake (which is human, btw) you then start getting all annoyed and start with the "escalate, escalate, escalate" just to get your own way.

You didn't have to purchase the TV. Unfortunately it's always a risk when you buy something that it might be cheaper a few weeks later. What do you do if something you buy is cheaper six months later? Do you still complain then?
Click to expand...

Exactly that! And the fact I can now get 20% because Im also within their 7 day window of price drop guarantee, this is why I'm annoyed. 20% of £1299 is quite a lot for me.
 
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