How do I reach Amazon Complaints

savefortherain

GrubbyGirl_2 said:

This is becoming so common now that I wouldn't buy anything valuable from Amazon

Exactly this, and the customer service from Amazon is atrocious, I think some of is even chat AI. Avoid.

soolin

I had a real issue with Amazon back in the summer, I bought a food item and when it arrived it was open and stale . Tried their help system who just kept telling me I was out of time for a return, even though it had literally just arrived, and when I got onto live chat they then told me that food is not eligible for a return. There was no explanation at all as to why a return for any reason wasn’t allowed. 

it took me quite a while to force the chat bot to put me onto a real person , and when I did he seemed quite surprised I’d had issues, but immediately refunded me and told me to dispose of the item, which I did. 

I’ve had several parcels left outside on my drive in the rain, I now put a note through a neighbours door if I’m going out for longer than a few hours if there’s any chance Amazon might deliver, asking them to check my drive and take anything left into the house. I try not to order anything if I know I’m out, but recently deliveries are often a day late, or occasionally even early so I can’t guarantee to choose my days carefully. 

forgotmyname

Choosing the delivery day seems rather pointless with Amazon.  It used to be great, deliver all on the same day worked
great but then it went downhill.

Items estimated delivery was 3 separate days so chose Friday for everything,  nope they still delivered on 3 separate days
so whats the point of choosing a delivery day?

RFW

GrubbyGirl_2 said:

This is becoming so common now that I wouldn't buy anything valuable from Amazon

If it's sold or fulfilled by Amazon then there shouldn't be a problem and if there is Amazon will sort it swiftly. With Amazon payments they buyer is well covered. If anything paying through Amazon, Ebay or Paypal offers an extra layer of protection that you wouldn't get buying from a random website or even some of the bigger companies.

Their service has evolved and not often for the better. Customer service is woeful to get through to anyone (try it from the seller end where it's even worse) but when you do get through, the operatives tend to be pretty good and have a lot of autonomy to issue refunds and more.

I agree about selecting days, they seem to send when they want whatever but that's not exclusive to Amazon.

As a pro Amazon seller they have improved some aspects, there have been fewer errors in the last couple of years. For some time they were sending out entirely incorrect items in busy periods and there were more delays in deliveries, that is a lot better. I only know of one incorrect item received through Amazon error this year when in previous years it was tens of items.

FeelStupid

I can confirm the email address that works is managingdirector@amazon.co.uk.

Partner was getting terrible service, and misled by online customer services team.  Email to address above was responded to within a day, with full addressing of issues, a refund, and a gift voucher for hassle.  

Cougar

Hopefully this will help someone else.  I've just done the merry dance with Amazon Customer Services.  I wanted to make a complaint about poor delivery, their chat bot ends up at "was it missing / partially missing / empty?" and you hit a dead end because "no" isn't an option.

To talk to someone, go to the chat, select 'something else' and then type in the magic phrase "chat with an associate now."  After an 'are you sure?' dialogue, you've got an actual human who, in my case at least, couldn't have been more helpful.

Synth_guy

A recent delivery was an empty box with a hole cut into the bottom of it. I got a refund, but I needed the item really. 

When I ordered my Alexa, they sent a package containing children's party sunglasses and told me the order was complete. The AI admitted to being aware of the issue asked me to return those (cheek) and sent the Alexa at a later date. I believe they will do whatever they can to 'complete' an order on their system, whether you receive it or not.

My last order was for Prime Next Day delivery and I have just been told that there will be a delay, and I can ask for a refund the next day, which I totally will be doing. 

I 'spoke' to AI which apologised (infuriating). It gave me the opportunity to type freely (yay) so I asked why I'm paying for Prime if they don't seem to be able to deliver anything to me in the time suggested, and paid for. The response was 'Thanks for your feedback', and the only option was to click a Continue Shopping button. 

I'm sacking off my account and I'm going to shop in an actual shop from now on, and I will be urging others to do the same. It used to be useful when I was buying lots of stuff for my studio (and the system worked).

I have just clicked a button on their site to complain, and was sent to a page with a sorry looking image of a French Bulldog, telling me that the page I'm looking for doesn't exist.

I'm DONE. The company is absolute jokes. I'm not sure whether the Alexa stores text files of things it listens to or whether that's an urban myth, so I'm going to make a Subject Access Request before I ask them to delete my data.   

Sorry, I'm just really frustrated with this now. They have ring-fenced us from talking to them properly or providing any meaningful feedback because we simply don't matter as individuals. They have enough other customers to annoy loads of us and still make profit. 

RFW

As said above it's best to ask the AI chatbot to speak to an associate. When you do you don't have to accept the first thing they offer. Tell them, for whatever the reason, that that first offer is unacceptable.
As an example I recently developed a fault with an electrical product, weirdly I'd had it for a year and a day, and there was a 12 month guarantee. They offered me a token amount, I refused, they then offered me 50% off a replacement, I refused, they then offered me a credit for the value of a replacement, I accepted.
I've had other good results with them. I must admit that I've had so much experience with Amazon I know how to get them to deal with a problem but they are hard work.