Amazon great customer service

marms

I bought an Epson Stylus Photo PX720WD last week from Amazon for
£121.99 and recieved it yesterday, after checking the Amazon website
today the price has droped to £95.97

Emailed Customer support asking if they'd refund me the difference as i
could return and reorder and received an email in under an hour, £27.02
refund on its way!!!

Top marks to Amazon.

Fridaycat

I agree that Amazon are fab. A couple of years ago, I ordered the box set of series 1 - 7 of 24 (series 8 hadn't been released then). I can't remember exacty how much it was, but I noticed a price drop of £20 or £30 a few weeks after I'd ordered it. I was a bit cheeky and thought "Nothing ventured, nothing gained" and asked them if they would refund the difference, being as I am such a regular and loyal customer, which I am. They agreed to do so as a one-off gesture of goodwill which was fab :T Mind you, I think I then spent more than that buying something else from the site with my unexpected windfall, so they still got something out of it themselves :rotfl:

kev.s

got to agree too, never had any issues with returns.. keep up the great work amazon

Cara_xx

Yep, must agree - I bought something from them recently that was missing an important part, and within 5 minutes of my email to them, they had responded and said they were sending out a whole new item ASAP, and becuase it was an epilator, I didnt even need to send the old one back

browneyedbazzi

A few years back I did a course on dealing with aggressive and abusive customers - part of it was about looking at good practice in customer service. At that time Amazon was held up as a shining example. They had the highest customer satisfaction scores of any big retailer...like every company they make mistakes or things go wrong on occasion but they are very good at making sure they're put right.

It works for them because they have a lot of loyal customers.

The only negative I have about them is that the other retailers who sell via the amazon marketplace aren't always as good and amazon seemingly have no control over them despite giving them a platform to sell their goods. It's a shame but some of these independent retailers are damaging amazon's reputation - I do expect they're working on a solution though (if they haven't already improved the situation)

johnnyboyrebel

browneyedbazzi wrote: »

A few years back I did a course on dealing with aggressive and abusive customers - part of it was about looking at good practice in customer service. At that time Amazon was held up as a shining example. They had the highest customer satisfaction scores of any big retailer...like every company they make mistakes or things go wrong on occasion but they are very good at making sure they're put right.

It works for them because they have a lot of loyal customers.

The only negative I have about them is that the other retailers who sell via the amazon marketplace aren't always as good and amazon seemingly have no control over them despite giving them a platform to sell their goods. It's a shame but some of these independent retailers are damaging amazon's reputation - I do expect they're working on a solution though (if they haven't already improved the situation)

This is true, Amazon are top notch but this is because they can afford to be. A marketplace seller for example would probably not refund the difference as realistically why should they? Prices fluctuate on a daily basis and if something is listed at £100 but listed at £75 a week later and the customer has ordered the £100 item then for the seller to simply give £25 would probably be a loss as these will be 2 items with different costs (hence the difference in listed price)

Because Amazon are so big then clearly they can offer things like this which is great, smaller sellers simply couldn't so this isn't "customer service" at all in my opinion. CS is how a seller deals with a problem etc.

browneyedbazzi

I wouldn't expect a marketplace seller to be able to give refunds in this sort of situation either - I don't think my post said anything like that. It is pure goodwill on the part of amazon who want to keep customers happy and have return business (as much marketing as customer service!)

What I was referring to was marketplace sellers that sell faulty goods, items not as described (including counterfeits), not shipping on time etc.

johnnyboyrebel

browneyedbazzi wrote: »

I wouldn't expect a marketplace seller to be able to give refunds in this sort of situation either - I don't think my post said anything like that. It is pure goodwill on the part of amazon who want to keep customers happy and have return business (as much marketing as customer service!)

What I was referring to was marketplace sellers that sell faulty goods, items not as described (including counterfeits), not shipping on time etc.

Yeah I know, my post wasn't a direct reply to you as such. I suppose what I was getting at was goodwill is easy for Amazon as they can afford to do it. Some companies literally could not afford this kind of gesture even if they wanted to. So all I was saying was it's not too fair to say Amazon are better than x just because they have the money to throw around.