Needs to learn the meaning of CUSTOMER service- even worse than before
Written: Sep 04 '02 (Updated Feb 10 '03)
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I am adding this update on Feb. 10, 2003. Sad to say, Amazon's customer service is worse than ever. The latest example: In December, I ordered a one-year subscription to USA Today, a daily newspaper with same-day home delivery in major cities. After waiting three weeks, I called to find out whey the delivery would start. I was told that it would not start until March, NINE WEEKS after I placed the order. I then canceled the order with Amazon, placed it with USA Today, and delivery started in five days. That was a month ago, and Amazon still has not issued a credit to my account. Other customers had similar problems and posted reviews warning others. Amazon first posted those reviews, but now has taken them down. Amazon still posts untrue information on its website, telling customers that delivery will start in two-four weeks, which is not true. Amazon's "customer service" dept. has been uniquely unpleasant about all of this. So, I now shop elsewhere. You should too.
What follows is my original review: I have bought dozens of items from Amazon over several years, but their customer service is so poor that I am reluctant to shop there again. Like many companies, when everything goes smoothly and there is no need to contact them, shopping with them is no problem. For several years, I thought their Customer Service was good too. In fact, there were several times when I paid more to buy from Amazon instead of buying the same item for less money elsewhere.
But recently, their customer service has just been terrible. One example: I ordered a men's leather jacket and they sent me a woman's coat instead. I went back to check my order to make sure it wasn't my mistake--and it wasn't. When I contacted Amazon, first they didn't want to pay the return postage. Then they wanted me to take it to the post office and wait in line to send it back. I cannot tell you how many e-mails and phone calls it took to straighten this out--and it was their mistake and I was a good customer. One Amazon customer representative told me on the phone that I was not the only customer who had ordered this jacket and was sent the wrong item.
This summer, I ordered a cell phone from Amazon. Based on recent reviews for this phone (Samsung R225) on Amazon's own website, I was not the only customer to learn the hard way that this phone does not work properly in Los Angeles, San Francisco, Detroit, Chicago, and other cities. But, instead of being helpful and doing something (anything) to resolve this quickly, Amazon just took up a lot of my time and really offered no help at all. They made me feel that it was my problem, not theirs. They also programmed the phone with an Arizona area code and then shipped it to me in Los Angeles. While I have returned the phone weeks ago, Amazon has not issued a credit. In fact, they don't even know if the phone was received--they must get a lot of returns to be that busy and disorganized. I used the return mailing label Amazon sent me, but it did not have a tracking numbers so I can't check it myself.
So, the point is that their customer service and attitude has really deteriorated. In the long run, that can't be good for business. I guess the old say, "Let the buyer beware," applies here. I'd be very careful before ordering anything from Amazon again.
Recommended:
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About the Author
Reviews written: 13
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