horrible customer service from amazon - returning a gift...

tmc

Golden Member
Aug 14, 2001
1,116
1
81
Initial Question: Hi, I received this order as a gift: #ORDER_NUMBER#. Can this be returned for a Amazon giftcard? Thanks.

11:22 PM(GMT) CSR: Nice meeting you XXX! I’m YYY and I'll be happy to assist you today!
11:25 PM(GMT) CSR: Yes, we can determine that through our online return center.
Do you want me to walk you through?
11:25 PM(GMT) ME: I already tried the online return center. But it gave an error and asked to contact customer service.
11:26 PM(GMT) ME: It says "We are unable to process your request. Please contact Customer Service for assistance. "
11:26 PM(GMT) CSR: I'm sorry to hear that. Unfortunately, when I checked the order I also not able to access the account where it was place to see our option and I don't have further details. In this case, you may need to contact the giver about this.
11:27 PM(GMT) ME: The order came with Amazon slip and this is he order number on it.
11:28 PM(GMT) ME: I cannot contact the gift giver. All I have is the packing slip. Are you telling even you cannot find this. This is an Amazon order BTW.
11:29 PM(GMT) CSR: I can verify it's coming from and unfortunately we can't access the order and I don't have further details about it. I'm sorry, do you have other concerns?
11:29 PM(GMT) ME: Yes, I cannot believe you are unable to help me. Is there any other info I can provide from the packing slip?
11:30 PM(GMT) CSR: Yeah, unfortunately I don't have further details please contact the giver.
11:30 PM(GMT) ME: Order was placed on Oct 3rd.
11:30 PM(GMT) CSR: I'm so sorry, but we can't offer any additional insight or action on this matter.

Is there anything else I can help you with?
11:30 PM(GMT) ME: Hmm, this is really bad service from Amazon. Never had this experience from Amazon.
11:31 PM(GMT) ME: I don't want the gift giver to know as I want this to be private.
11:31 PM(GMT) CSR: I understand. If there is nothing else, I will need to disconnect the chat.
Thank you very much for your time and patience. It certainly has been my pleasure to assist you today. Good bye for now. Take care!


=====

No idea why they want to me contact the gift giver? What info could the gift giver provide other than order number? Hmmmm. May be i'll try again later???
 

gorcorps

aka Brandon
Jul 18, 2004
30,739
452
126
Based on what I read it sounds like the system is having issues. Try again later
 

tmc

Golden Member
Aug 14, 2001
1,116
1
81
yeah. may be i'll try again later.

the whole point is to return the gift without the giver knowing it.

even amazon makes a point of mentioning this in their webpage.

may be the CSR is ending his shift and wants to leave :)
 

silverpig

Lifer
Jul 29, 2001
27,703
11
81
The system was down. No need to get your undies in a knot.

Also, as you weren't the one who bought the item, it's not customer service :)
 

tmc

Golden Member
Aug 14, 2001
1,116
1
81
The system was down. No need to get your undies in a knot.

Also, as you weren't the one who bought the item, it's not customer service :)

probably. that's what i figured. at least the CSR could have told that.
 

noobsrevenge

Senior member
Oct 14, 2012
228
0
76
seems like you are just whining about not being able to return a gift. you wanted the CSR to placate your misled sense of entitlement ?
 

phucheneh

Diamond Member
Jun 30, 2012
7,306
5
0
seems like you are just whining about not being able to return a gift. you wanted the CSR to placate your misled sense of entitlement ?

No, I think he just wanted the guy to do something besides say 'hmm, it seems our system has a glitch that may require effort to rectify. Looks like you'll just have to go fuck yourself.'

It's a legit complaint. Happens way too often...no explanation, no apology, just 'well, my customer service cheat sheet does not have a solution for this, so bye.'
 

CPA

Elite Member
Nov 19, 2001
30,322
4
0
nintendo dsi. my son already has a ps vita.

Why don't you just tell the giver "hey, we really appreciate the gift, but..."? Hopefully, the giver is not irrational and will accept your honesty.
 

Ns1

No Lifer
Jun 17, 2001
55,418
1,599
126
heh, speaking of which

Ns1: Hi, I was quoted a guaranteed delivery date of 10/11. Of course, I did not receive the shipment in time. At the very least, can I get a refund on the $3.99 I paid for overnight shipping?
Amazon:Hello Ns1, my name is ____.
I'm sorry that you haven't receive your package yet. I'd be happy to check on it and see what I can do to help.
Can you help me with the order number to further assist you?
Me:yes - ####
Amazon:Thanks.
I have checked on the order and it is still in transit. I understand that you have been waiting for your package to arrive but I hope you also understand that despite of our efforts to deliver your package on time, there are unforeseen delays along the way. I may need a little more of your patience to wait until October 15, 2013 for your order to arrive and I will refund the shipping fee that you have paid.
Me:so..i need to wait until i receive the item until i can get a refund for the overnight shipping which i clearly did not receive? just want to make sure I got that right.
Amazon: I will refund the shipping now Ns1.
 

mmntech

Lifer
Sep 20, 2007
17,501
12
0
Send this to Amazon's CEO. I hear if he gets personal customer complaints, the department involved gets an email simply marked "?", and skulls get cracked.
 

tmc

Golden Member
Aug 14, 2001
1,116
1
81
well I contacted again:

01:58 PM(GMT) (CSA): It appears your account and order are on hold pending further research. This could be due to incorrect or incomplete billing information, or we may just need further authorization for an order. You may have already received an email about this. If you have, please reply to that e-mail with the requested information for the fastest resolution. Otherwise, I can contact an account specialist and let them know you called. I just need to get some information from you, and someone should get back to you within 24 hours.
01:59 PM(GMT) Me: Nope I did not receive an email about this.
I received this order as a gift. All I have is the item and packing slip.
01:59 PM(GMT) (CSA): Thanks! An Account Specialist will e-mail you within 24 hours regarding your account and order.

I received that email now with the return shipping label.

Oh, BTW, they won't tell me how much the refund will be (for security reasons it seems). It will be BIG secret till I get the gift card. What STUPIDITY? You too AMAZON?
 

mikeford

Diamond Member
Jan 27, 2001
5,671
160
106
Could be the giver transaction had some odd bits. Don't forget the reason for not being happy is that Amazon failed to meet a standard of service they set. It can be a lot worse other places.