Unprofessional, threatening message from Amazon customer service in response to customer contact
We received and processed ORD 702-1967321-7694600 as usual using UPS. The package was delivered on time.
The customer contacted us and reported that they never received their package in their Expedibox. We explained to the customer that there was no information included in their order about Expedibox, and that the package was delivered instead to the address provided.
The customer contacted Amazon support, and Amazon responded like this in the thread that is visible to both the customer and myself. The message is not only unprofessional, but also directly threatening me while clearly the Amazon support person did not review my conversation with the customer.
Aside from bad spelling, grammatical errors, and bad use of punctuation, it is quite embarrassing that the customer witnessed this hostile response from Amazon. If anyone from Amazon support is seeing this message, I would like to flag it for review.
"Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Reason for contact: customer never received the item ,and it was your mistake that the item was left on the pathway of customerś residence , the service and behaviour is not accepted ,you will be penalized and marked down for the bad service ,kindly apologise to the cx and provide a refund ,follow rules and regulation.
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service"
12 replies
Seller_3yVIo0YUmsk4l
UPDATE: Of course the A-Z was granted on this and the customer was refunded. Completely broken system.
Seller_rTAxflJvPFLKc
I cannot believe an Amazon customer service rep wrote that, hope a mod can help you
Seller_9YP7YHagiaxYP
Unfortunately, It's very common thing on Amazon. Most of the customer reps are useless and know nothing about customer service. We had a case last week where package was returned to us due to incomplete address. Customer contacted Amazon support and rep told her that package is lost in transit (without even checking the tracking status). We see cases almost every week where customer reps mislead customers and provide wrong information.
Seller_VXA2aspMqpZ4o
Just add this to the list of the problems of selling on this platform.
It's a great gig if you can get it...
- Charge a monthly fee to all sellers just to be on the platform
- Charge a fee for every item sold
- Arbitrarily award A-Z claims without thoroughly researching the claim knowing its us sellers who takes the hit
- Make it almost impossible to have a bad review removed even if the customer's review is totally inaccurate
- Treat sellers like 2nd class citizens
- Have BOTS incorrectly identify product classifications & arbitrarily delete them
- Have access to all sales data (identifying high moving items) and then buy direct from the manufactuer undercutting small businesses
- Have the worst seller customer service in the industry & just not care
It's one thing to hold sellers to a high standard in the interests of "customer service" but we deserve the same customer service from Amazon.
How they can employ people that would respond in this way is unreal. You are right Global_Imports_Bazza, that reply is an embarrassment.
Daryl_Amazon
Hey @Seller_3yVIo0YUmsk4l,
The mods here in Canada are still catching up with all the Forums threads inside our platform, apologies if you all are seeing late responses like mine.
What was the outcome of this case? Did the appeal go through? Let me know you we can take action on this case.
Daryl
