Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think I wasn't rude

97 replies

TitaniumSodiumBorate · 27/11/2018 22:20

Courier was meant to deliver a package that although they said had been delivered they didn't. Contacted them and they confirmed GPS location of drop of was wrong and that I should contact Amazon for replacement.
Unfortunately package contained the switch half of a bundle I bought on black Friday and amazon are now sold out.

They have said I can return the game and they will refund the amount I paid for both

I can still buy the items separately on amazon for £80 more. They won't budge on the only option is a refund.
Attached pic is the end of the conversation... to which the operator immediately disconnected.
I don't think I was rude. Was i?

To think I wasn't rude
OP posts:
puzzledlady · 27/11/2018 23:35

I think if you were a little nicer they might have done something more for you - you were quick with your sarcasm - they did for me last week. Something didn’t arrive or it broke while in transit and they gave me my money back - then I saw that if I wanted to re order they were charging nearly double so amazing gave me the difference In money, which meant I paid exactly the same as I would have done before.

SemperIdem · 27/11/2018 23:38

op

I’m a customer frequently. It just so happens that I have to deal with general public en masse for my job too.

9/10 times, the employee does care. There’s always the odd on ill suited to their job, true of any role.

They care until “YOU” is bandied around in an accusatory manner. Because no, the person you are talking to is not responsibile for company policy and the whys and why nots of your delivery.

garethsouthgatesmrs · 27/11/2018 23:40

The thing you can do about it is not shop at amazon again. Their customer service isn't good, their returns system is confusing and they dont pay their taxes. They are also responsible for all kinds of high street closures imo. Plus you can almost always get your items the same price or cheaper elsewhere if you shop around .

Plus they are a rip off with prime and that stupid add-on item system which has caught me off guard so many times in the past. I have found all kinds of great smaller online retailers since i boycotted amazon.

Original poster
TitaniumSodiumBorate · 27/11/2018 23:40

Sedona123 it took emailing Sinead Croke director of public experience to get it sorted.

Good luck!

OP posts:
Original poster
TitaniumSodiumBorate · 27/11/2018 23:43

Just to point out I wasn't quick with sarcasm... It came after 20 mins. The full script is too identifying unfortunately

OP posts:
HannahnotAgnes · 27/11/2018 23:44

I don't think you were rude in the slightest - curious that anyone would TBH Confused

Original poster
TitaniumSodiumBorate · 27/11/2018 23:58

Sempelderm that chat names were me and amazon hence my choice of pro noun had The chat name been a different name I would have use the proper noun.

OP posts:
C8H10N4O2 · 27/11/2018 23:59

He was just computer says no at every turn and very unhelpful

It most likely was a bot with less flexibility/nuance than a human CSA. Amazon's CSAs are better than many but I notice a distinct reduction in quality of service from bots by comparison with CSAs who have human nuance in their undrestanding.

ajw88 · 28/11/2018 00:00

This reply has been deleted

Message withdrawn at poster's request.

FunshineCareBear · 28/11/2018 00:07

Isn't there a binding contract once the item is dispatched?

GooodMythicalMorning · 28/11/2018 00:09

Dpd broke not one but two car batteries over the course of two days and then had the cheek to lie about it to our face and say they didnt know there was another package (dh ordered a lightbulb for the car too so noticed the obvious size issue and marked 1 of 2 packages!)

JellieEllie · 28/11/2018 00:30

I ordered a bottle of gin on Friday that cost me £40. Using my prime membership I was expecting delivery on Saturday. It never arrived and I received an email stating it would now be delivered Sunday. Again on Monday, another email saying it was delayed and a further email this morning saying the same thing.
I emailed them today and said it wasn't acceptable as this was a gift which was now too late to receive.
I was told the same as you that it wasn't able to be replaced due to it being a mistake on their end due to high volumes of delivery's over the Black Friday period.
I accepted the refund and a £5 goodwill gesture. I said thank you and ended the conversation.

These things happen, it's unfortunate but it's not the end of the world. I think you were quite rude. Understandable but also not the fault of the person you were speaking to.

Sedona123 · 28/11/2018 00:33

TitaniumSodiumBorate - thanks for the email address. We have so far been just dealing with their investigations department. The emails that we have been sent have been shocking. Such appalling poor English that they don't even make sense!

BunsOfAnarchy · 28/11/2018 00:41

OP, Amazon customer service is by far the best. So this is a massive surprise!

BUT....dont do the chat. Its shit. Get the on the phone. Go to contact us and then get them to call you. The chat people have messed up refunds for me so id rather speak to someone. And each time ive spoken on the phone ive had refund/replacement and even gift cards because an item id paid a lot for was reduced a week later and i didnt wanna return just to rebuy it.

I bet you theyll honour it.

SnipSnipMrBurgess · 28/11/2018 01:13

Did your chat start with a bot and then see you transferred to an agent?

DianaPrincessOfThemyscira · 28/11/2018 01:20

I’m really surprised they didn’t sort this for you. Only a couple of weeks ago I had to query a return that hadn’t been received - it was just shy of £50 and the woman on the phone refunded it immediately and said they’d chase with the courier. A few years ago they sent me a replacement kindle when I sat on mine.

I’d try again tomorrow OP but call them. £80 is a decent whack off the price of a Switch.

Rachelle3211 · 28/11/2018 01:46

I think if you'd been polite you'd have been more successful. We have a tv being delivered a week late. They have given us $100 off as compensation for the inconvenience. I said I was frustrated but was very polite, they originally offered me an extra month on my prime and then gave more. I think they generally have amazing service.

AjasLipstick · 28/11/2018 02:09

I'd be hitting up the courier for the compensation.

kmc1111 · 28/11/2018 02:57

I think you were very rude. I understand why you’re pissed off at Amazon, but you were taking your frustrations out on someone who has nothing to do with Amazon’s policies and zero power to change them.

Messages with your tone are best sent directly to Jeff Bezos (yes, you can do that).

Pemba · 28/11/2018 03:43

OP wasn't rude, just expressing her frustration. I can see why she is annoyed. And if you read all her posts you will see it was at the end of a 20 minute conversation which was getting her nowhere. I would try again, see if you get someone more helpful next time.

VashtaNerada · 28/11/2018 03:50

That is appalling customer service. I used to answer customer service calls and unless someone was literally shouting “I’m going to kill you, you fucking bitch” we were not allowed to terminate the call! Of course you’re angry. You’re right to be angry. Customer service advisors have heard much, much worse. It’s their job to resolve the customers’ problems and if they absolutely can’t they should apologise properly and be empathetic.

unibooj · 28/11/2018 04:13

Tbh I can’t make heads nor tail or your op.

If you ordered something from Amazon (or anywhere else) and it was sent to the wrong place, as you state, then Amazon needs to replace it.

Your photoshot of the conversation doesn’t cover the actual issue which is that you didn’t receive your item. So this whole AIBU is a bit weird

Buswankeress · 28/11/2018 07:30

I don't think you were rude OP. But then it's easier to terminate a web chat or phone call than a face to face which is how I have to deal with complaints when they come. I think if you query it you'll probably be told you 'lost connection' or similar because it just says 'amazon disconnected the chat' no sign off from the other end with a message.

I think there is a good few customer service operatives that have no idea what it really is to be treated rudely tbh, and it's used as an excuse when you're straight rather than all nicey nicey.
When you work for a company and your job entails either dealing with complaints or like mine, it can be part of your job, you accept you are the face (or voice) of that company to that customer and 'you' in that instance isn't usually a personal you unless you have personally done something to upset the customer. You are the person dealing with that complaint on behalf of the company, 'you' means the company. No, an individual worker cannot change anything but you are the only person they have contact with at that point. For my job, I know what I can authorise and what I can't and if it goes beyond what I can authorise I'm very clear who I'll be passing the complaint on to and an estimated time scale.

The only time I won't engage at all is when I'm sworn directly at, or they make personal remarks that have no bearing on the complaint, or if someone is shouting. Then I tell them unless they stop (swearing, insulting, shouting) I'm not willing to deal with the complaint at all. If they don't I walk away.
You've had bad customer service, I'd not be leaving it at that, I'd be back on today saying you got cut off without a resolution that works for you.

TruffleShuffles · 28/11/2018 07:44

I don’t think you were rude at all as I imagine the whole situation was extremely frustrating. I think if you can bring yourself to try again to get the item for the price you paid you should though as that is not the normal service I would expect from amazon. I ordered some headphones that were £150 that were delivered by an amazon courier to a completely made up address on my street and they sent out a replacement immediately when I said I would not be traipsing round my street looking for them.

RhiWrites · 28/11/2018 08:10

I’m guessing that Amazon think the wrong address is OP’s error and this don’t want to replace. Or are extra suspicious of such a high value item going “missing”. Or OP has a high frequency of missing items which has made them suspicious.

OP if you are certain it was not your error. I would politely escalate.