Great Amazon CS

[Disneychix]

I purchased a Baggallinni earlier this week from Amazon. It was the color Raven and that color was on sale for $17. There were 4 left (so it said) when I checked out.
I received my item yesterday and was expecting to see a purply/black bag but inside was a bright GREEN, frog green, bag. On my purchase order it did say the color I ordered was Raven so I knew I didn't click on the wrong item.

I tried to go through the online returns and the CS rep said they would send me the return shipping and ship the correct color out to me. However, 5 mins later I got an email saying they did not have Raven in stock and I could PURCHASE that same color from an Amazon retailer that had it in stock...for $50!

So I called CS and told them I didn't think it was fair that I should have to pay for the difference when I correctly ordered the $17 bag. She understood and let me pick out a different color from Amazon stock, I chose charcol, and credited my account the $32 that this bag would have cost me. She also rush shipped it for Saturday delivery for me.
While I was annoyed to have to make the phonecalls I'm glad they made it right and were very cooperative about it.

 

[daizieduck]

That was nice of them! I have never had a problem with Amazon but it's my impression that they have stepped up their customer service because I think there was time when you couldn't even find a phone number to contact them if you had a question or problem. And I just discovered that my Citibank Thank You points can be linked to my Amazon account to be applied to my Amazon purchases instead of having to have a Citibank gift card issued first. Love this feature!

 

[Ephany]

I've had really good luck with Amazon's customer service. Recently I ordered a box set of books and they only sent book 1. They sent me a prepaid label no questions asked and within 30 minutes of dropping it off at the UPS store, my refund was credited back to my account.

The only time we had an issue is when I returned a crockpot for DH that my MIL had bought. It was the 5th time she had sent him a crockpot in just a few years and I was trying to sneak it back without her finding out. The CS rep promised and promised she wouldn't be notified, but she was. She was quite upset DH had returned it but it did stop the random flow of crockpots.

 

[scard192]

That was nice of them! I have never had a problem with Amazon but it's my impression that they have stepped up their customer service because I think there was time when you couldn't even find a phone number to contact them if you had a question or problem. And I just discovered that my Citibank Thank You points can be linked to my Amazon account to be applied to my Amazon purchases instead of having to have a Citibank gift card issued first. Love this feature!

I am able to link my Discover rewards and just recently my Chase Freedom rewards to my Amazon acccount! I have enough Discover Rewards to purchase a new point and shoot digital camera for my next trip to Disney! Makes Amazon and those rewards programs even more valuable IMO.

 

[BadgerGirl84]

We have had great experiences with Amazon customer service. We are prime members and purchase a lot from there.

 

[ExPirateShopGirl]

Amazon customer service has been nothing short of stellar for me. We buy a lot through Amazon. We have many Kindle devices throughout the family on a single account and several shipping addresses linked. They make it easy to manage and keep track of orders, shipments, etc. I rarely have an issue with something delivered but the few times I have they responded quickly and appropriately and were more than fair.

 

[bronwyn]

This past weekend we rented a movie through Amazon. We were almost finished watching it when it started to freeze and then start up again. I didn't think anything of it because we've been having some issues with our wifi and that happens every now and again. It didn't last long and we were able to finish watching the movie.

Yesterday I received an email from Amazon saying they had noticed that we had some problem streaming the movie we rented and they refunded the cost of the movie! Didn't even ask for it!

I love Amazon!

 

[zoemurr]

That was nice of them! I have never had a problem with Amazon but it's my impression that they have stepped up their customer service because I think there was time when you couldn't even find a phone number to contact them if you had a question or problem. And I just discovered that my Citibank Thank You points can be linked to my Amazon account to be applied to my Amazon purchases instead of having to have a Citibank gift card issued first. Love this feature!

the new points feature. I never think about using them, and then when I do it's too late to wait for it to process. Bought DD a $150 jewelry box yesterday for her birthday next week.. free w/points.

A few months ago I bought an amazon local coupon for a cleaning company. I wanted the cleaning before Christmas. I e-mailed and called and recieved no response. So, right after Christmas I wrote to amazon and told them I couldn't use it for my intended purpose. I had a full refund within 20 minutes, no questions asked.

Last year I bought DS a perplexus for Christmas and a piece was broken. I contacted them and they had a new one shipped here for THE NEXT DAY. Then sent all the materials for me to send the first one back. Amazing.

 

[timmac]

This is great to hear. At risk of sounding just a touch jaded though, I think this is pretty much what should be expected of customer service. They
made the mistake, and they are fixing it as quickly as possible, at their expense. Although it is definitely commonplace, anything less than that is,
in a sense, unacceptable. I am glad they were able to help you fix it.

Contrast this to a company I once loved, but as of about three years ago, ceased all business with them... TigerDirect. Long story short, I had placed
an order for an advertised special (which came in one of their e-mails). Their initial shipping estimate eventually gave way to a backorder, which a few weeks later led to a "we don't know when we will have this again, but how about a credit of same amount towards these other similar items", all
priced double or more the special I had originally ordered. When I contacted their customer service to complain, it was basically an "oh well" kind of response. So, oh well, I keep my business with Newegg and Geeks instead. As a frequent customer (multiple thousands worth of purchases per year) I guess I had hoped for better.

All of that said, this is why Amazon is so popular and does so well. They rarely have major issues, and even when they do, they correct them... as they should.

 

[Disneychix]

My day just got a bit better! I actually received the charcoal one this afternoon! Wow, that was only 16 hours after I talked to the CS rep!

To the PP that mentioned that it was the correct thing that they made it right, I agree, but sometimes with CS it's still a hassle even when the customer didn't do anything wrong. I give props to any business that can own up to mistakes and make it easy for the customer to get a resolution!

 

[wiigirl]

I have always been really impressed with Amazon's customer service....

 

[bumbershoot]

That was nice of them! I have never had a problem with Amazon but it's my impression that they have stepped up their customer service because I think there was time when you couldn't even find a phone number to contact them if you had a question or problem.

But they had other ways to contact them, and contact them quickly. From the very beginning they won awards for their CS, whether they had an easy to find phone number or not. It was people thinking they had to phone and be on the offense from the moment the CS agent said Hi who had problems with no easy to find phone number...but people were taken care of even when they didn't do that.


OP, now imagine a scenario where the Raven was available from a seller for LESS than what you had paid? Imagine how ecstatic you would have been with that email! The email was just a robo-email, letting you know that if you wanted that color, someone else had it available. I doubt if it even knew the price point of the Raven bag at all.

 

[luckyfin]

Amazon customer service has spoiled me. I now expect the same from other online retailers and they never come close.

 

[DisneyMissy318]

I have read this thread with interest - although what I find more interesting is that in thousands of $$ of orders over many years - I've never once had to contact Amazon CS!!

 

[momtosam]

After Christmas I had a few items to return. For one item -- a football -- I got a message that I should just keep the item for being such a good customer and they immediately refunded my account. I was shocked!

 

[frannn]

I was actually thrilled to receive the greenish color instead of raven because I will be using it in the FL heat of August. I went back to buy another one but there was none in stock at the old price. Enjoy your new Baggalini!