Oct 02, 2017 09:09 AM
36986 Views
I would like to share my bad experiences one after the other with Amazon in the past few months. Amazon customer care did nothing to provide a solution. Very conveniently they have been sending incorrect statuses. One of the worst customer care services I have ever seen in my life. I am surprised, how could such a big company do this to their customers? And sustain in the market? Is it because of monopoly or lack of legal mechanism?
Latest example, I had ordered for a travel bag online almost two weeks in advance of my travel date. As per the status updated in the site, the product was supposed to be delivered on 24th Sep 2017. I got an SMS, product delivered successfully whereas the product was delivered. I had complained in customer care and was promised that the product would be delivered within 24-48 hours. Nothing happened, I didn't even know what's going on, no updates, and no messages. I again contacted customer care via SMS and was promised that the product would be delivered within 1-2 days. It was three days back, nothing happened. Neither had I received the product nor any update from Amazon. I will have to reach out to customer care again, repeat the same story again and again and waste my time. Result: Didn't get the item which I wanted to use for my travel last week. I still didn't get any update from Amazon.
Another example three weeks ago, item was not delivered but status showed it was delivered. Amazon customer care took an excuse of saying "it was a courier problem", I did check with the courier guy whose number was sent to me in SMS. He said he didn't receive any item from Amazon, it was a false SMS. Also, he did deliver another item to one of my tenants on the same day, there was no point why he would keep the item with him. Finally money was refunded after speaking to customer care few times. Result: Didn't get the item I was looking for, had to waste my time talking to customer care.
Third example, item was not delivered but status showed in the order was "Delayed delivery on customer request". I never requested for delay in delivery. I did enquire from the courier guy who came to deliver the item, he said he delivered on the same day he received it.
Fourth example, delivery status showed "Address incorrect" which was not true. I had been receiving items in the same address and it’s my own house. Again customer care executives cut a sorry figure.
Fifth example in the past, Item not delivered but status showed "delivered". On enquiring with customer care, finally the item was delivered but much later than it was promised to be delivered date.
In summary, I had been sharing my experiences with customer care executives every time I interact with them, asking them to provide a permanent solution. Very conveniently they say, "It will not be repeated sir". But I think they dont take any corrective measures as the same problem has been repeating several times. Also one can notice, there is a line item "item not delivered, but status showed item delivered" in the pick list when we complain to customer care. This clearly means that it is a common issue. I am not sure why it is not taken seriously by
