Amazon.com customer service

[Volffas]

On Sunday night I purchased a bunch of accessories for my new GoPro camera. Several of the items were being shipped from outside vendors and they were all sent out within 12 hours of my purchase. The biggest part of my order was being shipped by Amazon. In the past their shipments have ALWAYS been fast. However on Tuesday night, just a little over 48 hours since my purchase, Amazon still had not shipped my items. I had selected the free super saver shipping that I knew was going to take some extra time to get to me, but never before had my items not shipped within 24 hours.

So I decided to send an email to customer service to make sure that everything was still good. I was very polite in my email and simply asked if I had done something wrong to delay the shipping, maybe I didn't put the correct zip code or something? As soon as I sent the email I got the standard form message saying someone would contact me within 12 hours. I really just figured that no one would care about my $143 order and I would probably never hear a response..... But I was wrong. Within 15 minutes I had a response telling me that I had selected super saver shipping and they were running a little bit behind. I would have been fine with that response, but they went even further. They said that they were sorry for the delay and to make it up to me they would change my shipping to next day air and I would have my order by the next afternoon! So tonight when I got home there was all of my stuff waiting for me. The only bad thing is that my camera shipping from GoPro in CA is still on it's way.

For a company that processes probably hundreds of thousands of orders every day I was blown away by the customer service that I received. They exceeded my expectations and I will continue to purchase items from them.

I feel like companies very rarely get good reviews and I wanted to pass this info along to anyone considering purchasing anything from Amazon in the future.

 

[itsdgm]

Wow. That's great to hear.

 

[Murf'n'surf]

I love Amazon Prime! Worth every penny. The only down side to Amazon is the frequent restocking fees on returned goods. I can't wait until Florida has an Amazon warehouse upland running!! More goods to my door faster.

 

[jdonalds]

We buy a lot from Amazon and have always had great service.

One item I had my eye on for over a year was the Scan Gauge II which plugs into the OBDII connector in cars providing lots of data. I wasn't sure I really wanted to spend the usual price of $159 so I left it in my Amazon wish list for a very long time.

One morning I awoke and did what I usually do. I grabbed my smartphone and checked my mail. There was an unsolicited email from Amazon with a sale price of $79 for the Scan Gauge II. I immediately decided that price was attractive and proceeded to order it. But the price quoted on the product page was $159, not showing the sale price.

I called Amazon and explained the situation. The woman customer service agent apparently had authorization to make decisions unilaterally. She listened to my comments about the email. I offered to forward the email to her but she said there was no need. She said to place the order while she was on the phone and she would adjust the price to the $79 that was quoted in the email. That is more than great customer service.

I'm sure it depends on some factors. They couldn't do this for anyone who calls with a story about an email with a reduced price. Aside from food and gas about 80% of what we buy comes from Amazon. I'm sure our account total is quite high over the years, and we've returned very few products.

By the way the Scan Gauge II works well and has good features. I have it in our 4Runner tow vehicle to see if I could use it to save gas. No such luck. All I know now is how much gas I'm using in much more detail. What is true is the Prius we have had for six years has taught us a lot about how to drive to save fuel. Contrary to what a lot of people think about Prius drivers driving slow isn't necessarily a formula for saving gas.

 

[upperdeck]

I returned some rod holders to amazon today. An hour after I dropped the box off to be shipped, I had an email stating the refund had already been processed. No restocking fees.

 

[Zarrella]

I just returned a boat mirror I purchased because it was too big. I had a refund the next day and no shipping or restocking fees. And they picked it up from the house!

 

[biglar155]

I've had great experiences with them as well:

I ordered a 47" TV and had to be at the house to take delivery. I took a half-day off of work but the delivery company screwed up and left the TV on the truck. Phone calls to the delivery company (all the way to corporate HQ) only got me to the point that "...we should have it to you in the next 4 days..."

So, thinking I'd get no response, I sent a polite note to Amazon just to "...let you know what your shipping company is up to..." Keep in mind I had FREE shipping on this thing already so I was in the "you get what you pay for" mindset.

Amazon responded by not only making sure I got my TV the very next day (at a time convenient to ME), they credited my account with the shipping charges - even though I never paid any shipping charges!

I'm not a "Prime" member or anything like that, just a Regular Joe Customer.

I've been a loyal Amazon Customer ever since.

 

[Julian]

I had similar experiences

 

[Tollus]

I love Amazon Prime! Worth every penny. The only down side to Amazon is the frequent restocking fees on returned goods. I can't wait until Florida has an Amazon warehouse upland running!! More goods to my door faster.

They put one in VA. Now I have to pay taxes.

 

[Murf'n'surf]

They put one in VA. Now I have to pay taxes.

Good point......hmmmmm. Maybe I'm happy without an additional 6% cost.

 

[xoomer]

I used to sell a few things on Amazon as an FBA ("Fulfillment by Amazon") merchant which basically meant I advertized on Amazon but kept the merchandise and sent it from my own storage. One thing I can tell you is that if you don't want to pay shipping or re-stocking fees on something that you return all you have to do is complain in most cases. Even though the FBA merchant says he won't cover these things, Amazon usually just debits his account in order to keep the customer happy--nothing the merchant can do about it. (Amazon lets the merchant write and publish his own return policy but if it conflicts with Amazon's own policy then Amazon's policy rules).

I understand Amazon is now trying to figure out what their individual customers will order in the future--probably based on previous orders and items in the "wishlist"--and, in anticipation of those orders, is stocking these items closer to the customers' homes.

 

[Zarrella]

Good point......hmmmmm. Maybe I'm happy without an additional 6% cost.

7 percent here in North Florida

 

[Norboo]

They put one in VA. Now I have to pay taxes.

I never noticed the tax before. I’ll have to have everything shipped to Maryland from now on.

 

[jcyamaharider]

I just recently ordered my oil pump to do my oil changes for my boat and my CE smith led lights for my VEVE guides and too my surprise they showed up yesterday!! 2 days early. Also I just got an email saying my lights had shipped. Yep they sure did and at my house. I will continue to use amazon!!

 

[biglar155]

I just recently ordered my oil pump to do my oil changes for my boat and my CE smith led lights for my VEVE guides and too my surprise they showed up yesterday!! 2 days early. Also I just got an email saying my lights had shipped. Yep they sure did and at my house. I will continue to use amazon!!

Yeah, that's my only "complaint" about them. I set mine up for text messaging notifications but usually I've had the item for a day or two when I get the text message that it's been delivered.

 

[davel501]

They do tend to hold shipments when you do the free shipping. It used to be that you could do the free shipping and get it next day anyway. Prime is totally worth it though. I will be renewing even with it going up to $99.

 

[HawkTX]

I love Amazon. I'm only fearful that one day they will shut it down and I will actually have to go to a store.

 

[MikeyL]

I just returned a boat mirror I purchased because it was too big. I had a refund the next day and no shipping or restocking fees. And they picked it up from the house!

It is my humble opinion that AMAZON re-defines what Customer Service IS and SHOULD BE !
Zarella's experience is the same as mine.
I have been purchasing "on-line" for about 18 years now ....... And that includes Jet Skiis, Boats, Cars, and a lot more. I have been a member in good standing on eBAY for over 16 years, starting shortly after the company went "live."
What I have discovered is this, and I only post this so as to help many others: If you are in the LEAST BIT concerned about purchasing some item on line, then for Goodnesssakes (Is that a word ? LOL), before you go to a store, and waste sales tax dollars and gas, and your precious time, see if you can buy this on AMAZON first !
The only tidbits I can add are these 4 items:
1) You are best "PROTECTED" if AMAZON is the seller ! Many times they only act as a sales agent for a related company they have a customer relationship with. If the actual "seller" IS the latter, you'll STILL have the Good Faith of Amazon behind you, but it won't be as "clean" as if Amazon SELLS and SHIPS the item.
2) AMAZON and NewEgg in particular, have "floating" prices. Many people think the prices they see upon visiting a website are THE prices. They are NOT ! That is only "the price" for that particular moment in time. I have seen a price change up and/or down three times in a day on Amazon. So if the price you see is not the best you think it can be, come back in a few days, or whenever, and keep checking.
3) Look for "WareHouse Deals" in "OTHER CHOICES" link on the particular page website you're looking at. Many times they'll have a "RETURNED ITEM" at 25-40% off the regular price, and all you'll have in a beat up box, or something similar. The SELLER I am referring to is "AMAZON WAREHOUSEDEALS."
4) AMAZON will never, when selecting the slowest and "free" shipping option, ever ship as quickly as NewEgg will ! PERIOD ! And you may need to factor that into a buying decision if a delivery date is important to you.
Hoping this helps someone or someones get better deals.
Best Wishes, Mikey Lulejian - On a rainy day on Lake Oconee, GA

 

[jetboater4life]

I'm a loyal Amazon customer as well. As far as the $99 price increase, I have avoided that for 2 years, by purchasing gift memberships for myself and scheduling them to be delivered to my door the day before my membership expires. The one delivered next year is actually a few months before my membership expires, but I don't care I saved $40 by prepaying. Better hurry if you do this because time is running out.
http://lifehacker.com/get-another-year-of-amazon-prime-for-79-even-as-a-cur-1543360940

 

[motorboater]

I think its already closed. $99 for gift now.