Help needed. Amazon sent wrong item. Now I can't get help.

Carlsdad

I ordered some bottles and droppers from Amazon prime. Package delivered next day, but when opened, contained a pair of sun-glasses. Unfortunately, the Amazon bots appear  not to be programmed for this contingency, as there is no such question when I call. The bot keeps telling me that the items were delivered, so return them for a refund. I can't do that, as I don't have them, and if I return the sun-glasses instead, I have no invoice, so that sounds risky.  I need to speak to a person to explain this. The bots do not cater for this sort of thing.   Any help appreciated.

elsien

Go to the item on your order, press any of the options – maybe defective order or something and if you ignore the chat option, it gives you the choice of requesting a call. Then you can speak to someone in person and explain the situation.

Carlsdad

Thanks for that, but I read recently that Amazon have now instituted AI help all round, no real people. I have tried repeatedly to contact someone in person, but without success. So frustrating. Non of the bot questions covers my contingency. According to Amazon, my package has been delivered (which it has) so that should be it. No matter how I phrase it, the bot fails to recognise what I am saying.

elsien

Call their customer service number on 0800 279 7234.
When you get the bot, don't answer but keep pressing something on the keypad - I went with the hash key.
It will keep asking you for a reply for a bit, then it will eventually put you in the queue for a customer services operative. No idea how long that wait currently is. 

 

 

RefluentBeans

On my phone it works if you go Customer Service (bottom of page) ->  select the item -> scroll to below the chat option and click request phone call. 

Normally if you keep going round in loops on the chat it’ll also appear. There won’t be a phone number for you to call - Amazon recognise that 85% of the time people normally call up, the issue can be dealt with on the app. So they call you from a call-out only number, meaning you can’t call them. But they can still call you if you request it. 

Or go through their social media team - on the website-formally-known-as-Twitter they are quite useful in my experience.