Voice of the Customer / We are the Customer
Is it just me or are the reasons Amazon's customer service use just total rubbish.
I contacted them regarding an issue I have with the Voice of the Customer section as I had a few items returned and the customers had clearly written that they had been sent the wrong item.
I use FBA which means I cannot possibly be held responsible for Amazon sending the customer the incorrect item (or can I).
Amazon took a few points off my account health score so I contacted them to tell then what had happened and asked them to remove the Voice of the Customer feedback and reinstate the points they had removed from my account health score.
The response was the usual we understand your frustration rubbish, followed up with some links and advice on how to improve my score.
It was Amazon who caused this issue but they refuse to do anything about it.
I traded on eBay many years ago and thought their customer service was shocking but Amazon seem to take this to a different level.
I have actually started removing products from Amazon as they seem to forget that the customer is actually us sellers and not the people who buy on Amazon (unless they are sellers as well obviously).
I guess they know they are one of the biggest online shopping portals and don't really care.
Voice of the Customer / We are the Customer
Is it just me or are the reasons Amazon's customer service use just total rubbish.
I contacted them regarding an issue I have with the Voice of the Customer section as I had a few items returned and the customers had clearly written that they had been sent the wrong item.
I use FBA which means I cannot possibly be held responsible for Amazon sending the customer the incorrect item (or can I).
Amazon took a few points off my account health score so I contacted them to tell then what had happened and asked them to remove the Voice of the Customer feedback and reinstate the points they had removed from my account health score.
The response was the usual we understand your frustration rubbish, followed up with some links and advice on how to improve my score.
It was Amazon who caused this issue but they refuse to do anything about it.
I traded on eBay many years ago and thought their customer service was shocking but Amazon seem to take this to a different level.
I have actually started removing products from Amazon as they seem to forget that the customer is actually us sellers and not the people who buy on Amazon (unless they are sellers as well obviously).
I guess they know they are one of the biggest online shopping portals and don't really care.
8 replies
Seller_HwaQlgFnhSuGS
We see this a lot and find the advice to label things correctly as very patronising.
We are reducing our FBA of all of our small items and changing them back to FBM, after the demise of Small & Light - Amazon is not viable anymore for what we sell.
We have started shifting over to eBay again becuase of the hike in fees with Amazon and Royal Mail. At least with eBay we can use franking and save a fortune on post. So far no issue with eBay and to be honest I have always found eBay very easy to communicate with on the phone.
Seller_tx93U2wLYO1b7
Voice of the customer like most things on Amazon is not fit for purpose. How on earth can a customer ordering the wrong size of a product, or making up an excuse to return an item impact your products reputation.
We had a customer return an unwanted item, (reason for return, unwanted) customer was refunded immediately, the return was sent back to Amazon damaged by the customer. This was then put down as a bad customer experience on my account. Us sellers pay every which way... Makes no sense, but again its Amazon ...
Seller_C7DkOvLIXsQxY
I couldn't agree more. I have made several appeals re Voice of the Customer when the wrong item has gone out on FBA but all to no avail. I have been told they cannot alter Voice of the Customer - Really!!
