ABSOLUTELY HORRIBLE - PLEASE READ!
Written: Dec 27 '05 (Updated Dec 27 '05)
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I apologize for the length of this email, but I am writing to ask that you consider not utilizing Amazon.com for your future shopping needs. And I'll tell you why. I have made most, if not all, of my holiday and birthday purchases through either Amazon or eBay over the past several years. And up to this point, have never had issue. Unfortunately, that has now changed. Again this year I decided to do all my holiday shopping on-line. I ordered quite a bit of merchandise through Amazon.com. Most of which I ordered well in advance and even double checked the shipping to make sure I'd have it all in time for Christmas. Keep in mind, Amazon's policy is to not charge your credit card until they ship your merchandise, and they will ship it in as many packages as necessary so you get it "faster". :)
On 12/19, I decided to order a few more items. I again double checked to make sure it wasn't too late, and even used the upgraded shipping (which costs a bit more) to make sure I would have it within 3 days. When Thursday 12/22 arrived and I had yet to receive my package, I went on-line to check the status. At that point, I had 3 emails from Amazon telling me there was a problem with my order. I checked my order status and saw that is was "preparing to ship" but had not yet. I searched for approximately 45 minutes for an Amazon.com Customer Service # and guess what? Amazon management has made the corporate decision that it is not in their best interest to post that number. I then took a break from this stress and decided to balance my checkbook. That is when I noticed that Amazon.com had graciously decided to charge me 4 times for the package that was still "preparing to ship". Remember their policy of not charging until the items ship? Not the case. I don't know about all of you, but for our family, having an extra $162.69 taken from our account, especially around the holidays was not a good thing. Now I'm furious, so I go back to Amazon.com, search again for a customer service number, can't find one, so I follow their process of sending an email to explain my problem. Then I decided to do a search on Google, and located their number. Here it is in case anyone else encounters a problem: (800) 201-7575. I immediately call their "customer service" and get a sweet little guy (who sounded about 18), held for 18 minutes, was told it would take 2-3 business days for Amazon to "research" the overcharges, and someone would get back to me via email. Additionally, their excuse for my package not shipping was due to an issue with my credit card. Amusing considering the only problem they had with my credit card was that they charged me for the merchandise 4 times!! I then asked for a supervisor and was disconnected. Of course I called back, held for 7 minutes and got a supervisor. She gave me the same song and dance, explained that this "over billing" is a wide spread problem at Amazon right now and that there was nothing more she could do. I wonder why they wouldn't post pertinent information like that on their home page? :) When I asked her for the billing department (which is the area within Amazon that has to resolve such issues) I was told they are not available for customer calls. When I asked to speak to HER supervisor, I was told she was the highest ranking associate available to me. That any of her superiors would not be available to deal with customers.
On December 23, Amazon sent me an email saying my package had shipped but would most likely be late and basically to go buy the items somewhere else if I wanted them in time for Christmas. And that I could return to sender when the items did arrive for a full refund.
I did as they suggested and went out and "re-bought" the gifts from that shipment. Late Saturday evening, we instructed UPS to return the Amazon shipment to sender.
On December 24, 3 of the erroneous charges were removed from my account through my bank's customer service department, not Amazon.
On Monday, December 26, I received the following email response from Amazon's billing department regarding the overcharges: "Please note that we have contacted our bank and confirmed that you have only been charged once for your order. When you receive your physical statement you will only see one charge for each shipment from Amazon.com.
If your bank's records should differ at that time, please fax your request to us at 1-304-781-4960, and include the following information:
- your name and e-mail address
- the order number in question
- a copy of the bank statement that shows the charge or refund in question"
Please keep in mind, Amazon did not remove the overages, my bank did. And had they not, it would have been MY responsibility to wait for my bank statement (or go to the branch and pay for an off cycle statement) and fax it to Amazon. That research would take them an additional 4 weeks to resolve.
Finally, I called Amazon early this morning to find out when I will be credited the final charge for the returned items. :) That can take upwards of 4 weeks. Everything that has happened has been errors on the part of Amazon. Yet, I was out over $160 for 6 days, and I'm still out the $54.23 for the order I returned. Not to mention I am the one who had to go out last minute and "re-purchase" the gifts that they didn't ship.
I am in the process of writing a complaint to Amazon's CEO as well as their SVP of Customer Service. This VP (Jeff Wilke) also refuses to speak to customers and Amazon refuses to give out their Executive Resolutions number or any of their higher ranked officials email addresses. I seriously doubt they will pay much attention to one measly shopper, but I'm hoping it will get their attention. A company that has this little concern for their customers does not deserve my business or yours. So I am asking that you discontinue shopping with Amazon and filling the pockets of people that care very little about their consumers. I am also asking that you share this story with everyone you know and ask them to do the same.
US Customer Service
Phone toll-free in the US and Canada: (800) 201-7575
Phone from outside the US and Canada: (206) 346-2992 or (206)-266-2992
Another direct line: (206) 266-2335 (this is Corporate Headquarters but they won't transfer you to anyone except Resolutions which is a voicemail box that is always full)
E-mail: orders@amazon.com
resolution@amazon.com
charge-inquiries@amazon.com
Snail mail to customer service
Amazon.com, Inc.
Customer Service (Jeff Wilke is the VP but he won't talk to you)
PO Box 81226
Seattle, WA 98108-1226
Recommended:
No
What product did you purchase or try to purchase? Star Wars DVD''s
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buckeye45217
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