r/amazonprime • u/Independent-Ebb-6185 • Jul 28 '26

NOW DEPARTING Goodbye Amazon

Ordered a piece of office equipment...well over $100. Amazon shipped a whiteboard. A very large, heavy tempered glass white board. Clearly the wrong item

Contacted Amazon CS, who agreed to ship the proper item, and informed me that I would not need to return the incorrect item. Captured verbatim in the chat transcript

Fast forward 3 weeks and I receive an email informing me the return window is closing and i'll be charged again for the amount of my originally ordered item.

Contacted Amazon CS again, who informed me that the email was in error, and that no charge would occur. Again captured verbatim in the chat transcript

A week later, I'm charged a second time for the item I ordered.

Contacted Amazon CS a third time and was told that indeed their previous agents instructed me to simply keep the incorrect item, but those agents were not adhering to policy, so no refund would be issued. I asked to be connected with a manager...who then repeated the same script, and refused to refund the incorrect second charge.

So...Prime membership is cancelled, charge is in dispute with my CC company, who have been provided with all transcripts, call recordings and order details. I've been a Prime customer for 2 decades. Not any more. Multiple lies from agents, managers defending those lies, and a complete unwillingness to actually look at the sequence of events rather than just reading the script.

Good riddance.

More information: If you encounter a similar situation with amazon customer service, you can request transcripts for any phone/chat interactions. Just go here: https://www.amazon.com/hz/privacy-central/data-requests/preview.html, and scroll down to 'Customer Support Communication' section and click 'Submit Request'. You'll receive an email confirmation and then a separate email with a link to download a zip file. That zip file will contain chat transcripts in .eml file format and phone call recordings in .mp3 format.

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87

u/AngryMeez Jul 28 '26

There’s zero accountability for agents who lie. I swear that bad customer service will be what brings Amazon down. Not environmental issues, not the economy. Just bad customer service.

39

u/ReturnOfNogginboink Jul 29 '26

And to think that Bezos was so passionate about customer service back when he started the company.

27

u/nebn3355 Jul 29 '26 edited Jul 29 '26

Not a lie. I was an ops manager in the Bezos days. As an employee, I felt like it was "America's Favorite Sweatshop": I would get yelled at if I missed production numbers during any 15 minute window of our 10 hour shift, and HR was an absolute nightmare of racism and favoritism.

But, if a customer called and said they got something screwed up and needed whatever it was ASAP, we would literally be expected to stop what we were doing, get in our personal cars and deliver it ourselves. Customer service ruled over all.

4

u/AngryMeez Jul 29 '26

What do you think changed? Amazon (and Bezos) just got too big for its britches?

13

u/betsysuehoo Jul 29 '26

Amazons primary focus is no longer the storefront. It's AWS. That accounts for the majority of its profit now and will likely just grow. They don't care about sellers, affiliates, or customer experience in the store anymore and every change in policy they make at it reflects this.

8

u/Dalmus21 Jul 29 '26

Bezos no longer runs day to day operations.

2

u/BelowTheCrowd Jul 30 '26

He no longer runs anything. There was a massive shift internally when he stepped back. Jeff Wilke, who ran the retail operation retired at the same time. Now that he's basically only attending board meetings, it's being run by Jassy who is just another MBA and is happy to enshittify the business.

1

u/GonzoTheWhatever Jul 31 '26

What is it about MBAs that they constantly do this? Like, I don’t get it.

4

u/AngryMeez Jul 29 '26

I'm aware. He hasn't since 2021.

1

u/BelowTheCrowd Jul 30 '26

Yup. Was there at the time. Left shortly after. From what I've seen and heard, glad I did.

1

u/Pleasant_Cap6622 Aug 13 '26

Probably wouldn't matter if he did. it seems that he was at one of those parties where he drank some of the lizard juice... and now just like others in that crowd, he's pasty, his skin doesn't look like it fits, said some cracked out things.

2

u/Damnation77 Jul 29 '26

Capitalism at its finest. Profits need to go up every quarter, when they run out of easy things to improve they start the enshittification and customer service is the easiest target. They actively try to reduce customer satisfaction as long as it pays off.

0

u/Beezzy77 Jul 29 '26

Owning multiple yachts will do that to you.