Is it me or is there a hardening in Amazon CS stance. I’ve just spent a circular hour going around new around regarding a watering can shown in a picture of one of those ‘grow your own’ kits. No watering was present in package and in the ‘small print’ it doesn’t say it does include the can, but if a similarly sized to the box watering can is shown with the rest of the items that WERE included, surely I shouldn’t have to look at effectively the small print to see if it is or isn’t.
I also read years ago, that due to the corporate structure bing set up via Luxembourg for tax purposes, this gives you the Luxumbourg standards of consumer rights which are a lot stronger than the the UKs, is that correct?
they are also now claiming that they can’t send chat logs from online chats anymore, which I find suspect as I’ve had them sent before, and finally
Finally I got into a big argument yesterday with them cancelling a ‘like new’ warehouse deal for something like £27 quid, on the morning the item was due to arrive. Granted the item was £90 or so new, so I was narked I missed a great bargain, but I specifically chose the like new over a ‘very good’ with slight cosmetic damage for £25, so it’s not as if it was a genuine misprice. They said the the supplier’ presumably another corporate entity of Amazon couldn’t supply the goods, however it briefly then reappeared at £100+ quid until intentioned it to the CS assistant, and it disappeared shortly after.
I must sound like the customer from hell, I just don’t appreciate being told porkies and have noticed a distinct changing of the way Amazon deal with complaints these days. And was wondering if it’s just me or a more common experience. Cheers
I also read years ago, that due to the corporate structure bing set up via Luxembourg for tax purposes, this gives you the Luxumbourg standards of consumer rights which are a lot stronger than the the UKs, is that correct?
they are also now claiming that they can’t send chat logs from online chats anymore, which I find suspect as I’ve had them sent before, and finally
Finally I got into a big argument yesterday with them cancelling a ‘like new’ warehouse deal for something like £27 quid, on the morning the item was due to arrive. Granted the item was £90 or so new, so I was narked I missed a great bargain, but I specifically chose the like new over a ‘very good’ with slight cosmetic damage for £25, so it’s not as if it was a genuine misprice. They said the the supplier’ presumably another corporate entity of Amazon couldn’t supply the goods, however it briefly then reappeared at £100+ quid until intentioned it to the CS assistant, and it disappeared shortly after.
I must sound like the customer from hell, I just don’t appreciate being told porkies and have noticed a distinct changing of the way Amazon deal with complaints these days. And was wondering if it’s just me or a more common experience. Cheers
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sorted byIt helps I am always polite and friendly regardless. I'm fairly sure there's a note on my file saying what a smashing fella I am, and so they are always eager to please. (edited)
yep same they allways sorted anything ive had with no problems (edited)
They have pretty much become the "go to" word for shopping online and loads of people use them.
As a seller of goods (rather than the manufacturer) what more are you expecting from them that a refund or replacement would not answer?
Whenever I've had need to contact customer service they have been excellent, even arranging courier collection from my home to collect a couple of large returns (a faulty 65" TV 6mths after purchase on one occasion).
The OP's issue with the watering can not being included just sounds like their own mistake to be honest. You should never rely on photos to confirm what you'll be receiving. You should always read the item descripton (I assume this is what he means by 'small print') which lists exactly what's included.
I think I have come closest to them admitting that it’s Luxembourg rules for them whatever Their T & Cs say, due to their corporate HQ, this information was in a Guardian money article from years ago now, so they may well have tightened up their T&Cs etc, but it would be nice to know for definitive as from memory that gives you two years to return items rather than one and a vastly more wide ranging date range for what constitutes ‘reasonable where
while I’m very much plugged into the ‘ecosystem’ over there, but refuse to use Siri or the voice activated speakers, I only really stay for great prices and what was once phenomenal customer service. Now that is going, the prices seem to also be rising and the delivery times aren’t as reliable as before, it’s becoming less attractive and it will be nice to spend the cash in the local economy - when I get let out of the house from this shielding lark.
Negatives: They no longer seem to give you large good will gestures as before over minor things. I believe you are also likely to be given a bad customer status if you complain/return too much.
Positives: you can usually get through to customer services very quickly, with little waiting time. They will usually offer return and refund very quickly, where return postage is free, with convenient return options.
...alongside a photo of what is arguably a different product.
It's reasonable to believe a watering can is included when looking at the specific arrangement of items in the product photos at the top of the page.
There are certainly more problems with delivery for us and despite clear instructions that I have added in, and a major complaint to Amazon getting something added on their end.
We've had post stolen from our porch and, in two instances, Amazon deliveries intercepted and taken by a neighbour. We were lucky with one as we have Ring and Blink now, so I had video of them taking it, but the other was pre-camera and we couldn't prove anything. We also have a secure parcel locker that will take the majority of deliveries and there are big signs up.
Despite the instructions most deliveries are dropped close to the door - it was better pre-first lockdown, but has got progressively worse, and I notice that 'operatives will leave near a door' is a phrase that is being used on the tracking.
As I have pointed out, refunding an intercepted or stolen delivery is more costly than getting their drivers to actually put things in a safe place, but they don't seem to be able to do anything. The interesting thing is, chat logs are inaccessible for anything further back than the previous one. I have taken to copying and pasting regularly whilst on chat as at the end the whole lot disappears immediately. You used to be able to go back through everything, so if something was promised (we'll do this or that, or some gesture of goodwill) you have little chance of proving it. Chat staff CAN still see it, as I recently found out when querying something but, despite asking several time in the chat, they will not provide transcripts.
As has been said, there are numerous posts of people being chucked off Amazon as they have complained too many times, or had too many problems. Amazon are big enough now to not really care, but the pandemic has shown that the infrastructure they have in place may be hi-tech and virtually automated, but it can't cope with the vast additional demand. Prices have jumped up though, so Amazon is less likely to get my business, and I am more inclined to pay a little more if necessary and click and collect locally so I know I have what I ordered.
Amazon Warehouse has always been a lottery - must have bought from them for about six years now. Sometimes Acceptables are better than Like New-s.
The policy for Amazon Warehouse is different to "ordinary" Amazon - refund or return (sometimes partial refund and keep the item, depending on who you talk to/your issues) - they can't offer a replacement, even if there's other Warehouse options.
Took me an hour of online chat to get my money back on an amd cpu that was supposedly like new but all the pins were bent so you couldn't actually fit the cpu into the socket.
To be fair it says "Everything you need is inside this gift box", so i'd expect the watering can, some water and some sunshine.
I don't think they should need a degree in computer science to determine if a cancellation request was received, that was all I wanted to know.
And my frustration wasn't so much that they weren't able to determine the cause, it's that they couldn't/wouldn't make the effort to even understand what I was asking and only responded with semi-related copy paste responses (multiple agents). (edited)
this is exactly it! I’ve had many a nightmare with Amazon try returning a faulty petrol lawn mower, they had me tied up in knots for months. There’s just no easy escalation process you get that first line of refund/replace merchants and nothing more when it’s out of the ordinary.
Someone that listens to and replies to what you are actually saying.
Refund/replacement bots are all well and good 90+% of the time which is why most people have a positive experience but if they don't have a pre-programmed response ready it can be like talking to a wall.
One example - I put in a cancellation request instantly after a mistaken one-click order, the next day it was dispatched by the seller. Seller said they didn't receive any request, so I tried to ask Amazon if the request went through OK or if there might have been a problem on the website, I might as well have been speaking another language. Never did find out.
Obviously I could reject delivery for a refund on the item itself but it was a large item so delivery cost I had to eat wasn't insignificant.
2nd picture shows a watering can the same size as the box the rest came in, but wasn’t mentioned in the small (actually rather large I suppose print). Got a refund on this one anyway.
their search is also horrible. Often putting x 6 or x12 in title which assumes you’ll be getting that number of good then finding you’ve paid a silly amount for one spoon
5th picture also shows a watering can, albeit a different one?
I didn't no there did replacement, it's always been send it back we refund it, and u have to tell them I want replacement cause when I got item it was on offer and now it probably like double the cost, I had issues with monitor from Ben q, so I told them that, there offered 50 percent back and I am getting benq to sort it out now, unfortunately due to coming out of EU, there is stock issues
i got a £5 just by trying to change the colour of something didnt even ask for it
you clearly didn't look at the listing, otherwise wouldn't have made this comment lol
I did look at the listing, and that is why I made that comment. "lol".
ok
all I wanted was that bloody watering can for indoor use
ive found all those kits rubbish. Apart from a £1 wilko tomato one that came in a glorified milkshake plastic cup with domed roof that worked a treat as a greenhous (edited)
They’ve understandably got stingier since the beginning now they’ve got market share. I seem to remember reading someone saying a CS. Advisor saying to them, first we’ll crush the opposition and then increase the prices. Bonus points for honesty I suppose.
First pic does Imply to my eyes I’d get the watering can, not the second larger one though. As for my other complaint regarding them cancelling the £27 like new item and asking me to buy the £25 ‘very good’ one, seems to have worked in my favour. It seems spotless on a quick look. Which seems bizarre that they cancelled the £27 one the morning of delivery, then put it up to £40 over and above a brand new one, then removed it completely when I showed the £25 one next to the £27/£135 one. Seemingly no rhyme or reason
I would love to know if the way they are corporately structured will reflect the rules for customers in that jurisdiction if it’s stronger than the T & Cs trying to pull a fast one by just making stuff up
I've been buying off Amazon since I was in uni almost 10 years ago, and for the most part, they've nailed every delivery. On time, good condition, even the Amazon Warehouse stuff I buy a lot of has always been stellar.
Last year however, I had problem after problem. And I want to believe it's not Amazon getting worse, I think it was just a series of accidents. I bought a laptop from warehouse and it came without an operating system even though it was supposed to have one. They refunded me 30% (which ended up being about £300). Bought an Xbox Series X and when it arrived, it looked like someone had put the box in a woodchipper. They gave me £20 goodwill. A pair of shoes I ordered never arrived, but the delivery said "delivered", so they sent me a new pair and gave me a rebate on my Prime fees. And then at the start of December, I bought a Phillips sunrise lamp, and it was supposed to be "like new", and again, looked like someone had been playing football with it. So I went on livechat again and this time they said "No, you'll have to send it back and we'll refund you". I said "Can't you replace it? You have more in stock of the same quality in warehouse", and they refused.
I think that they have a limit of goodwill gestures, and if you're a habitual complainer, even if you're a longterm customer, they'll say "enough is enough", even if they're in the wrong.
People who don't get freebies and credits applied with be in a strop (edited)
The reviews of this are awful, what made you buy it? ;-)