I have done little online CS at Amazon, when I have an issue I usually call and I suppose it's because I have had good results talking to their reps, good outcomes on almost every occasion and I'm instinctively skeptical that dealing with an online system where I don't interact with an actual human being isn't going to consider my case specifically to my concerns. I wasn't aware of Amazon Chat!!! I'll have to look for it, AFAIK it's not prominently presented to the customer the way it is with so many other online entities. I have no aversion to chat with a CSR, I have done it many times, I type well, can formulate good English that gets my thinking across. I just didn't know that Amazon has it.
In the instance I had last night, I was uncommonly frustrated. I'll explain:
I was shopping for file folders a couple weeks ago or so. I droplisted at least two Amazon listings with Honey and got an email from them about a price drop for one of those. It was from around $7.50 down to ~$2.50. I ordered 3 sets of 36 (4 different colors), great deal. I get an email a day later from the seller (I guess an Amazon 3rd party seller) saying the price listed was by virtue of an error and they requested that I accept a refund and their apology. I answered something like how about meeting me halfway? I'll pay you $5/set. I didn't hear back from them but looking at my Amazon account a few days later I saw that the order was scheduled for delivery in a time window. I chanced on a screen yesterday indicating it was Out for Delivery, great. Last night I keep going out to my porch or checking my email but it's not here. Finally, 3 hours after dark I look online at Amazon and it says the order was delivered the day before, on Nov. 9. I was perfectly aware that it wasn't delivered to me, I did get at least one other delivery that day (Tuesday), but not the file folders. I immediately call Amazon and get the weird woman I couldn't understand. I call again and get a woman who I can understand and she says, after a long hold, that they are contacting the seller and the seller will contact me within two days or else Amazon will take up the matter.