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Decline in Amazon Customer Service?

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Anyone else noticed this? I bought a laptop yesterday. I wake up to see the price has been reduced by £22. Not a lot, but let's be honest, I'm not on Hotukdeals because I like throwing away £20! … Read More
Salfordgirl1 Avatar
6m, 3d agoPosted 6 months, 3 days ago
Anyone else noticed this?

I bought a laptop yesterday. I wake up to see the price has been reduced by £22. Not a lot, but let's be honest, I'm not on Hotukdeals because I like throwing away £20!

I contacted Amazon, thinking they'd just refund the difference and it would all be fine - they've refunded me more than £20 in the past and I haven't raised any issues with them in months. They refused because of "various reasons". Now I have to send the item back, simply to buy it again tomorrow.

Not only is this a complete waste of my time, but will cost Amazon a bomb in delivery charges alone. On top of that the used laptop will probably go on Amazon Warehouse deal for a few hundred less.

Over all, pretty awful compared to the past. Took 30 mins of my time, guy barely spoke English and all for nothing.

Anyone else noticed a decline in service lately? Definitely shook my perception that Amazon have "The worlds best Customer Service". Flubit it is.
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Salfordgirl1 Avatar
6m, 3d agoPosted 6 months, 3 days ago
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#1
I've had exactly the same and completely agree with you.
#2
they now have so many sheep/loyal shoppers,
they don't have to worry about trivial things like customer service.
#3
They have started to be **** lately wouldn't let me return an external hard drive after 2 months and kept referring me to manufacturer
#4
That's just happened to me too
#5
Completely agree they overcharged me recently and refused to back down even when it was clear from looking at my emails. They eventually refunded me the difference but I had to kick up a fuss and they basically wasted a lot of my time in the process.

Edited By: killerboy32 on Nov 21, 2016 19:19
#6
big time awful. I had items cancelled all because their customer service team didn't fully understand my language and ran off and cancelled then came back and said " all done all cancelled" my reply was I only asked you to group items together for postage
#7
Yep. We refuse to use them now. We never received our order and when we questioned it they closed our account. Fortunately our bank helped us resolve the matter but Amazon just were not interested and refuse point blank to help. Since this happened to us we have heard of many similar incidents from other unsatisfied customers. It appears they are so big now that the odd customer here and there is not important to them. Vote with your money and shop elsewhere, maybe then they will value the customer more.


Edited By: EngineRom on Nov 21, 2016 19:33
#8
I noticed a problem back in about June on a glitched Flash Sale offer. Had plenty of proof that the page had a bug. Took over an hour on the phone to get me the flash sale price - had to be escalated through managers as they just kept saying no. It's their website that had the problem - the deal ended 2 hours earlier than advertised (I tried to buy at 11:00:00) when even the timer showed it had 2 hours left.

Yes I got them to agree it - but I shouldn't had to. And most people would have given up after 30 minutes on the phone. Thoroughly unpleasant experience when they were in the wrong.

Edited By: Firefly1 on Nov 21, 2016 19:30
#9
They have gotten very poor. Few times recently i have had to complain 3x about item not showing up (Hermes fault, not theirs), before they offered a solution....

Then recently, i got a complete, unabashed fob off from phone CS (our system's down, i'll email you an update later on...) Of course, that never materialised, so had to complain AGAIN

I know a tiny bit about call centres, and it's obvious they are trying to reduce their return rates while at the same time keeping their customer service rating high...so, blame the system, or just pretend not to understand what you are saying to make you go away....

Not cool, but for a lot of people it works as they just give up and either forget to return the item, or keep it anyway...
#10
EngineRom
Yep. We refuse to use them now. We never received our order and when we questioned it they closed our account. Fortunately our bank helped us resolve the matter but Amazon just were not interested and refuse point blank to help. Since this happened to us we have heard of many similar incidents from other unsatisfied customers. It appears they are so big now that the odd customer here and there is not important to them. Vote with your money and shop elsewhere, maybe then they will value the customer more.

i have been passively aggressively threatened with account closure as well... to the point where i am scared to return items in case they deem the ratio of returns to purchases too high and close my account.

of course i'm dependent on it for nappies and what not, so i don't want it to happen... sad but they will probably run the world one day....
#11
Yep and they will then try to brush you off with a month of free Prime ....
#12
did they offer a free return? if so thats much more than they need to do - they already know your reason for return is basically cos you want money off and not even a 'real' reason so be grateful
too many people feel such entitlement nowadays
#13
brilly
did they offer a free return? if so thats much more than they need to do - they already know your reason for return is basically cos you want money off and not even a 'real' reason so be grateful
too many people feel such entitlement nowadays

"So be grateful".

Be grateful? Lmao. It's the law for them to offer me a return. They don't have make it free, no, but it's their policy. Their policy is I can return the item for whatever reason I like until January 31st.

Your post is pathetic. They should be praised for following the law and their own policies? I want a medal for not murdering anyone today, thanks. Behold the great Salfordgirl, be grateful to bask in my presence for I have...followed the rules.
#14
would you have offered to pay £22 more it if had gone up not down, some you win and some you lose
#15
Salfordgirl1
brilly
did they offer a free return? if so thats much more than they need to do - they already know your reason for return is basically cos you want money off and not even a 'real' reason so be grateful
too many people feel such entitlement nowadays
"So be grateful".
Be grateful? Lmao. It's the law for them to offer me a return. They don't have make it free, no, but it's their policy. Their policy is I can return the item for whatever reason I like until January 31st.
Your post is pathetic. They should be praised for following the law and their own policies? I want a medal for not murdering anyone today, thanks. Behold the great Salfordgirl, be grateful to bask in my presence for I have...followed the rules.
well your purchase was good enough for you a few days ago but now you are crying that its gone down in price and expect them to bend over for you?
then they say you can get the money but you'll have to go to a bit of effort and you cry again?
wow
#16
brilly
Salfordgirl1
brilly
did they offer a free return? if so thats much more than they need to do - they already know your reason for return is basically cos you want money off and not even a 'real' reason so be grateful
too many people feel such entitlement nowadays
"So be grateful".
Be grateful? Lmao. It's the law for them to offer me a return. They don't have make it free, no, but it's their policy. Their policy is I can return the item for whatever reason I like until January 31st.
Your post is pathetic. They should be praised for following the law and their own policies? I want a medal for not murdering anyone today, thanks. Behold the great Salfordgirl, be grateful to bask in my presence for I have...followed the rules.
well your purchase was good enough for you a few days ago but now you are crying that its gone down in price and expect them to bend over for you?
then they say you can get the money but you'll have to go to a bit of effort and you cry again?
wow

"Then they say you can get the money", you speak as it's some sort of hostage situation. They're a shop. They're obligated by law to offer a refund within a certain time period and you're praising them for it. If that's all it takes, you're very easy to please.

Bend over for me? They've sent me refunds before. It takes them seconds. It's a few clicks and enters for, to them, an insignificant amount of money.

I've probably spent over a £1,000 with them in the past month. Would be nice to see some loyalty to their customers.
#17
Salfordgirl1
brilly
Salfordgirl1
brilly
did they offer a free return? if so thats much more than they need to do - they already know your reason for return is basically cos you want money off and not even a 'real' reason so be grateful
too many people feel such entitlement nowadays
"So be grateful".
Be grateful? Lmao. It's the law for them to offer me a return. They don't have make it free, no, but it's their policy. Their policy is I can return the item for whatever reason I like until January 31st.
Your post is pathetic. They should be praised for following the law and their own policies? I want a medal for not murdering anyone today, thanks. Behold the great Salfordgirl, be grateful to bask in my presence for I have...followed the rules.
well your purchase was good enough for you a few days ago but now you are crying that its gone down in price and expect them to bend over for you?
then they say you can get the money but you'll have to go to a bit of effort and you cry again?
wow
"Then they say you can get the money", you speak as it's some sort of hostage situation. They're a shop. They're obligated by law to offer a refund within a certain time period and you're praising them for it. If that's all it takes, you're very easy to please.
Bend over for me? They've sent me refunds before. It takes them seconds. It's a few clicks and enters for, to them, an insignificant amount of money.
I've probably spent over a £1,000 with them in the past month. Would be nice to see some loyalty to their customers.
brilly obviously more of the argos school of thought... any customer daring to return an item to store will be subjected to a full and lengthy interrogation as to why, have they used it, need to check with my supervisor, and you got a voucher with it so we'll need that back too...
#18
I really don't get the complaint, do you do the same at Sainburys if your pack of cereal goes up overnight?
#19
Salfordgirl1
brilly
Salfordgirl1
brilly
did they offer a free return? if so thats much more than they need to do - they already know your reason for return is basically cos you want money off and not even a 'real' reason so be grateful
too many people feel such entitlement nowadays
"So be grateful".
Be grateful? Lmao. It's the law for them to offer me a return. They don't have make it free, no, but it's their policy. Their policy is I can return the item for whatever reason I like until January 31st.
Your post is pathetic. They should be praised for following the law and their own policies? I want a medal for not murdering anyone today, thanks. Behold the great Salfordgirl, be grateful to bask in my presence for I have...followed the rules.
well your purchase was good enough for you a few days ago but now you are crying that its gone down in price and expect them to bend over for you?
then they say you can get the money but you'll have to go to a bit of effort and you cry again?
wow
"Then they say you can get the money", you speak as it's some sort of hostage situation. They're a shop. They're obligated by law to offer a refund within a certain time period and you're praising them for it. If that's all it takes, you're very easy to please.
Bend over for me? They've sent me refunds before. It takes them seconds. It's a few clicks and enters for, to them, an insignificant amount of money.
I've probably spent over a £1,000 with them in the past month. Would be nice to see some loyalty to their customers.
they have stopped doing the blanket refunds - end of
what you do now is up to you
certainly crying on here is one option
hope it works for you buddy!
#20
espirit77
Salfordgirl1
brilly
Salfordgirl1
brilly
did they offer a free return? if so thats much more than they need to do - they already know your reason for return is basically cos you want money off and not even a 'real' reason so be grateful
too many people feel such entitlement nowadays
"So be grateful".
Be grateful? Lmao. It's the law for them to offer me a return. They don't have make it free, no, but it's their policy. Their policy is I can return the item for whatever reason I like until January 31st.
Your post is pathetic. They should be praised for following the law and their own policies? I want a medal for not murdering anyone today, thanks. Behold the great Salfordgirl, be grateful to bask in my presence for I have...followed the rules.
well your purchase was good enough for you a few days ago but now you are crying that its gone down in price and expect them to bend over for you?
then they say you can get the money but you'll have to go to a bit of effort and you cry again?
wow
"Then they say you can get the money", you speak as it's some sort of hostage situation. They're a shop. They're obligated by law to offer a refund within a certain time period and you're praising them for it. If that's all it takes, you're very easy to please.
Bend over for me? They've sent me refunds before. It takes them seconds. It's a few clicks and enters for, to them, an insignificant amount of money.
I've probably spent over a £1,000 with them in the past month. Would be nice to see some loyalty to their customers.
brilly obviously more of the argos school of thought... any customer daring to return an item to store will be subjected to a full and lengthy interrogation as to why, have they used it, need to check with my supervisor, and you got a voucher with it so we'll need that back too...
sounds like someone tried to refund a voucher into cash here...
#21
Flubit cashback offer. Just saved myself £60. Enjoy the return Amazon.
#22
Yes that's pretty poor. End of the days it's Amazon's loss.

On another note how is Amazon's same day delivery service?
#23
brilly
espirit77
Salfordgirl1
brilly
Salfordgirl1
brilly
did they offer a free return? if so thats much more than they need to do - they already know your reason for return is basically cos you want money off and not even a 'real' reason so be grateful
too many people feel such entitlement nowadays
"So be grateful".
Be grateful? Lmao. It's the law for them to offer me a return. They don't have make it free, no, but it's their policy. Their policy is I can return the item for whatever reason I like until January 31st.
Your post is pathetic. They should be praised for following the law and their own policies? I want a medal for not murdering anyone today, thanks. Behold the great Salfordgirl, be grateful to bask in my presence for I have...followed the rules.
well your purchase was good enough for you a few days ago but now you are crying that its gone down in price and expect them to bend over for you?
then they say you can get the money but you'll have to go to a bit of effort and you cry again?
wow
"Then they say you can get the money", you speak as it's some sort of hostage situation. They're a shop. They're obligated by law to offer a refund within a certain time period and you're praising them for it. If that's all it takes, you're very easy to please.
Bend over for me? They've sent me refunds before. It takes them seconds. It's a few clicks and enters for, to them, an insignificant amount of money.
I've probably spent over a £1,000 with them in the past month. Would be nice to see some loyalty to their customers.
brilly obviously more of the argos school of thought... any customer daring to return an item to store will be subjected to a full and lengthy interrogation as to why, have they used it, need to check with my supervisor, and you got a voucher with it so we'll need that back too...
sounds like someone tried to refund a voucher into cash here...
ha no, but the lady behind the till said i had to pay for the 'free' voucher i got even though i also returned the item i bought with it! tried arguing with her about it, but her immense logic was too much to handle and gave up.

hardly shop there now
#24
Salfordgirl1
Flubit cashback offer. Just saved myself £60. Enjoy the return Amazon.

just remember flubits customer service make amazons look good :(
#25
Salfordgirl1
brilly
Salfordgirl1
brilly
did they offer a free return? if so thats much more than they need to do - they already know your reason for return is basically cos you want money off and not even a 'real' reason so be grateful
too many people feel such entitlement nowadays
"So be grateful".
Be grateful? Lmao. It's the law for them to offer me a return. They don't have make it free, no, but it's their policy. Their policy is I can return the item for whatever reason I like until January 31st.
Your post is pathetic. They should be praised for following the law and their own policies? I want a medal for not murdering anyone today, thanks. Behold the great Salfordgirl, be grateful to bask in my presence for I have...followed the rules.
well your purchase was good enough for you a few days ago but now you are crying that its gone down in price and expect them to bend over for you?
then they say you can get the money but you'll have to go to a bit of effort and you cry again?
wow
"Then they say you can get the money", you speak as it's some sort of hostage situation. They're a shop. They're obligated by law to offer a refund within a certain time period and you're praising them for it. If that's all it takes, you're very easy to please.
Bend over for me? They've sent me refunds before. It takes them seconds. It's a few clicks and enters for, to them, an insignificant amount of money.
I've probably spent over a £1,000 with them in the past month. Would be nice to see some loyalty to their customers.

Please can you explain this quote "Bend over for me?" I am a little unfamiliar with it?
#26
mattmerch
Salfordgirl1
Flubit cashback offer. Just saved myself £60. Enjoy the return Amazon.
just remember flubits customer service make amazons look good :(

I know, and you have to pay for the return. But for the sake of a £60 saving, I'll take the risk.
#27
Try being a marketplace seller on there. They treat you even worse even though you're making them money. Urgent queries go unanswered for days or weeks sometimes and any claims are always settled in the buyers favour even when the sellers are correct.

The quality of the english of some of the customer services staff is appalling too, they can't even construct 1 properley worded sentance sometimes.
#28
In all honesty I actually don't blame them for changing the unofficial price policy. It has been recommended here and for other retailers who also did offer this policy that at this time of the year or any time when an impending sale is going to take place, to "gamble" on the what the offers are going to be, purchase the item before to guarantee the stock, then if it goes down in price, get the refund, if it doesn't then return. Remember handling returns costs money, this will be passed onto the end consumer at some point. Same with people buying stuff they have no intention on keeping but just to float over a free delivery mark then return at no cost saving the postage charge they should have paid initially. This is costing companies a fortune and will be passed onto the consumers, the same people who will moan if they change the distance selling regulations because of this rather common practice.
#29
I don't blame amazon, their prices are always changing for better or worse, maybe they're trying to stop people like you always ringing up and asking for some money back which they have no right to do.
#30
rhysccfc31
I don't blame amazon, their prices are always changing for better or worse, maybe they're trying to stop people like you always ringing up and asking for some money back which they have no right to do.

Then this simply backs up the statement - the service is getting worse.

Once upon a time they use to be happy to refund you.

Now you say they don't and they're trying to stop it.

Which means my statement is true...

It's also not exclusively about what's best for me, but the fact Amazon have lost a lot of money during this (In delivery, in the fact they have a return they'll probably sell on the warehouse etc) for the sake of £20.

Edited By: Salfordgirl1 on Nov 21, 2016 21:29
#31
this did this to me too with some clippers the price went down by £5 I need to send the clippers back a reorder

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