I have filed two separate complaints (within last 9 months)with Amazon regarding poor packing practices when shipping electronics and other sensitive or breakable items.
The first complaint was done through the standard customer service line while the last was done with a direct phone call and email to Amazon corporate offices.
I began 7 years ago using Amazon consistently for on-line ordering and was very pleased with expediency of order fulfillment, customer service with a misinformation of a product through one of the store fronts and concern regarding gear that came in in a damage box. Overall packaging quality at that time was good and with ordering photography equipment packing was, in my opinion, a natural concern.
Beginning at the end of 2007 when ordering Christmas gifts, I noticed a significant deterioration with packaging and initially allowed benefit of the doubt due to Christmas season. However my next order and subsequent orders came in with minimal to no packing and damaged cartons.
When calling customer service and also corresponding with corporate office, I was advised in each situation issues would be passed to fulfillment. My call to corporate headquarters spurred by my having started a company, placed and order and the box arriving damaged. I refused the package, called customer service and had issues there in having the order replaced. I than contacted Amazon corporate headquarters offering a dollar volume of business I had done, explaining the nature of my business and addressing concerns regarding packaging.
Ultimately, it was inferred I should not refuse orders (anyone using Amazon is most likely familiar with their process of take in a package and than call customer service with issues) and the packing concerns I had would be passed to fulfillment.
Today there is a discussion with the photography/canon (Amazon tags) that has been addressing this issue ongoing. Personally, I have closed my corporate account and have scoured the web searching for other on-line services from which to make purchase while using Amazon as a price comparison base, individual reviews of various items and looking at photographs for specific lenses I am considering buying.
Overall, I would like to continue purchasing from Amazon but can not given the apparent lack of response to mine and other complaints that while possibly passed to fulfillment, have not been responded to in noticeable manner, meaning better quality packing.
I made an order trough Amazon.com (a book) when I realized that I wasn't buying from Amazon books. I wa...
A buyer, using someone else's account, purchased a Battery Grip for a Canon EOS 30D that I had for sale. Despite paying standard shipping, I sent it Priority.
The buyer, whose name I STILL do not know, apparently allowed the item to sit at the address of record for 3 weeks before opening the box. She CLAIMS that I sent the wrong item, so she wrote me asking for a refund. I pointed out that Amazon rules required her to contact me within 14 days of receipt of the item (and I have USPS delivery confirmation of when it was delivered).
Despite this rule violation, I offered her a FULL refund, except that she had to pay for the return S/H, which is another Amazon rule. She flipped out and demanded that I pay for everything! So, she refused the refund and filed a complaint with Amazon.
Finally, the claim is still pending, despite the fact that more than 30 days have passed since delivery. ANOTHER Amazon.com rule requires the return of the item within 30 days to get a refund. This has not been done by the Buyer, her THIRD rule violation.
Given the large number of rules violations, I will not refund this woman's money, regardless of what Amazon.com decides in their Claim hearing.
Because of the Claim, Amazon.com has FROZEN my Payments Account, and may keep it frozen for up to 45 days!! I thought PayPal was the only company to perform such reprehensible acts, but it now appears we have another!
I have warned Amazon.com that if a Refund is awarded, I will bring legal action against them and the Buyer for the repeated violations of Amazon's rules by the Buyer, and the FAILURE of the Claims department to refuse this claim due to those rules violations.
we have had our amazon seller account closed permanently, after complaints from sellers, but we refunded all unhappy customers and we can not control customers who lie and find items cheaper else where, purposely damage items then ask for a refund as they are low on funds. we run 2 stores and they problems exist in the real world, and they do happen with online sales.
We contacted amazon many times explaing we refunded or replaced all un happy customers, and would like to work more closely with amazon to keep things within their rules and guidlines, we even asked if we could trade on a 6 months trail period.
Amazon were not help what so ever, no converstaions or discussions, perviosuly they were happy to take their cut of the 5k we sold each month on their site. we feel very let down and the lack of communication and flexibility of amazon is disgusting.
I purchased natural progesteron cream from this company on October 17, 2008, they withdrew the money 2 days later. The only way of contacting them is by email because the toll free number is for orders only, and when I send an email requesting the status of the order they tell me it is back ordered and that it will be shipped out in 5-7 business days. To date, still have not received the goods.
Now they won't address my emails and I have requested that they send my money back and they don't respond to the email. I have purchased and paid for this purchase an amount of $107.73 US Funds and have not received anything.
Shopped around for a panasonic bmp-bd55 blu-ray dvd player. I found one at Amazon.com for 399.00 which is the manufactured suggested retail price. I assumed Amazon had a good rep, so I agreed even though it wasn't a great deal, I had a 25.00 gift certificate and it said free shipping. Also, I was getting a little tired of shopping only to maybe save a few bucks if any, so I went ahead with the deal. According to amazon.com they had the item in stock.
I agreed to pay Amazon $374.00 (399 less my 25.00 discount) for the dvd player that they said was being shipped by (a retail company). My card was promptly charged by amazon, and then three days later I got an email from the retail company that said they were out of them. They did promise (the retail company) they would sell me a replacement for the same price, however it wasn't what I wanted and those items are inferior to the item I ordered, so I declined, and asked for the refund.
I immediately went back to the amazon website. SURPRISE! They now have 3 in stock for $499.00. What's the deal? The under-the-table goings on over there don't matter to me as a buyer. I got baited into purchasing the 399.00 item, only to be told it's out of stock, and switched over to another retail seller at $100.00 more than what was agreed to.
This is nothing more than a BAIT and SWITCH Scheme! I called amazon, and talked to a robot. I couldn't get anywhere with him, and refused to get me to a supervisor. Rightfully, since Amazon advertised the deal at 399.00, and I agreed to pay 399.00, then the deal was made and they owe me that dvd player for the price we agreed on!
So beware. Although I guess there's little I can do about this, they get enough business off their bait and switch tactics, and their "free shipping" scams that I've heard about and the transactions are too small to pay lawyers to help you. It will never be fixed. I guess that's one reason why the american economy is in the toilet. People just want to keep ripping other people off. Amazon.com is no exception!
Guess you never know who you can count on - we thought we were dealing with amazon.com and not being farmed out to a company that sent us a centennial 12 - set dvd from china. Like the complaints i have read, my credit card was charged but when we received the dvd there was no packing slip or any paperwork indicating their refund / exchange policy like a reputable company would include with merchandise ordered. So, there was no order number or phone number for contact. There is no phone number listed anywhere on their website or the e - mail submission page. I've sent several e - mails indicating the dvd was defective and we'd like a refund but as you'd expect - they do not respond! Guess there's no way to get our money back? I was directed to this complaint website from amazon.com, so i feel sure they are aware that us citizens are having problems.
Let me say that I was an avid Amazon supporter, but not anymore. On January 9, 2009, I was finally able to order an item that Amazon had shown as Out of Stock for several weeks. When I placed my order, the item showed in stock with next day delivery available. To save money, I chose their Free Super Saver Shipping. The item should have been shipped within 5 business days. After completing my order, I checked the status and everything seemed OK. I checked a few days later, and Amazon showed the item with an estimated delivery of February 20th - March 13. I immediately went to their site and saw that the same item had increased in price, but still had a 1 day delivery option. I spent another 2 days with their useless customer service department trying to make them understand that I shouldn't have to wait 2 months for an item that they show available with 1 day shipping. One of the reps explained that I could cancel my order and pay the new price to be sure I got the item quicker. That just blew me away and so, needless to say, I'm done with Amazon!
Beware of Amazon.com! What you think you are buying from them may will be brokered to other outside internet companies. When this happens all Amazon.com does is immediately bill your credit card and hands over the new vendor’s contact information to you. You are left holding the bag on whether you will get the product you ordered and/or on time from this unsolicited vendor.
Recently I purchase a Wii game from Amazon. Prior to committing to the order I was told this item would be shipped to me within two days. Once the order was placed and my credit card charged I was told that a new company go4green now had the order and if I had any question to contact them. Amazon.com had taken the money and washed it hands of any responsibility of providing delivery of this product.
Two weeks later, after not receiving the order, Amazon offered this same product at half the cost and again with a delivery promise of two days. When I contact Amazon’s customer service I was told “too bad” this order is out of our hands and to contact the new vendor. The new vendor was now globetics.net. Apparently go4green had sold my order to globetics.net.
In the end I have spent twice the amount of money if I had just gone and bought the product at a local electronics store and the Christmas present will not be delivered until next year.
The bottom line is that you are probably better off going directly to the end supplier versus using Amazon.com as a middle man with no function other than to take your money.
This company treats their employees like crap, I do not work at Amazon, but more and more companies are...
I have had an Amazon account for two years. I make appr. $2500 a month, that's what I live on. Last night as I am entering some new inventory into the I am told I cannot my account has been suspended. I have emailed several times, I cannot get a respondence as to why. My overall performance rating is 94%... it went down this month to 90% because of some unjust negative feedbacks. There was a sale that could not even be completed because the hour prior I sold the book on Amazon but their database still showed I had it, a customer tried buying it & I refunded money as I could not complete sale & much to my surprise two weeks later I get a negative feedback from him. I make them a lot of money per month in commission (since they are the highest of all the venues I sell through) plus $40.00 subscription fee for the privilege of paying these crazy fees, unfortunately it is the best venue to sell to the masses & 75% of my sales are done through Amazon. I now have all my money in their account being held for 90 days in case there is a dispute, & I still have not received a respondence as to why. I have two children, & this is how I support them... I am frightened as I really don't know what to do!!!
Some users on the site violated my privacy by somehow finding my full real name (I think via a lot of google research) and posting libelous comments about me in a comment thread under this book, disclosing my full name. My full name is NOT publicly available information on my amazon account, and I have REPEATEDLY flagged the comment as abusive (which it very clearly is). Amazon.com has never done anything about this.
i was a seller on amazon. i went to check my orders, when i had a email saying my account was suspended. they...
I ordered a book which was not what I expected. I contacted amazon & rranged to return the book immediately. It was a brand new book that I bought directly from amazon.
Imagine my shock when I received the total of my refund amount. On a book that cost over $16 I am getting back $4.
Besides high shipping ($3.99 media mail) they charged me over $8.50 restocking. This is a new fee which is not mentioned anywhere in their refunds policy.
Receiving $4 bck on over $16 means it cost me $12 + to make a mistake, which I will not be making gain with this formerly honest company
I placed an order with Amazon.com for the tv and selected the electronic check method of payment on August 27, 2008. Amazon received an authorization from Telecheck, but cancelled the transaction. After contacting customer service I replaced the order on the 28th and the same thing happened again. Their reason was that my bank would not validate my billing address. I contacted my bank (small local bank) and they had received no inquiry from Amazon. I went on working with customer service at Amazon until yesterday- we added notes that provided the proper phone number for my banks, the manager's names, and after almost 3 weeks of cancelled orders Amazon finally told me they weren't actually doing anything because they were a global company and didn't have time to mess with these things. I feel that if they aren't going to honor a payment method for purchases of a certain amount, then don't offer it or at least be honest with the consumer and tell them to take their business elsewhere.
I placed an order on Sept. 24, 2008 for 2 DVDs and 2 books. I received a confirmation for 4 orders but I didn't check the body of each e-mail, only the subject line. Today I received in the mail 2 of the same DVDs from the same company. In speaking with an Amazon.com representative, they said I clicked the "One click" order button twice. Now, I kow it might be possible to do it once, but not twice! And it would have been by accident, anyway. So, I have 2 sets of DVDs ordered - one already here and one enroute. I may be able to cancel one if it hasn't been sent yet but the one I received, I have to absorb the shipping/handling fee if I return it.
My advice for anyone using the Amazon.com "One Click" order button, check the status of the order within 90 minutes and make sure there isn't a duplicate - if there is, you can cancel it. Also, check the body of your e-mail for confirmation of each order and specific titles. Especially when you are ordering more than one.
On November 16, 2007, I sent a $99.92 cheque to Amazon.com as a payment for two books I ordered. After about 7 weeks, I received only one book. Since then I've sent e-mails, letters, and even a registered letter personally addressed to Amazon.com CEO.
However, all my messages have been totally ignored. No reply explaining the cause of this unfortunate error for which Amazon.com is the sole responsible has been issued up-to-now. I said 'unfortunate' because I urgently needed the book to hand over a research proposal.
I've all the neccessary evidence and I 'm fully responsible for what I'm declaring.
my order reference number: [protected]
I have been an Amazon customer for more than 7 years, with purchases of more than USD$8000 yearly (all purchases are recorded either via email or print-out Amazon account summary). The reason I am writing this review is to expose what Amazon does to her faithful customer.
I make purchases of at least 20 to 30 books in each order several times a year, so I do consider myself a “big” customer of Amazon’s (let the reader be the judge). The reason I make such regular purchases is this - I am doing research and require books for my papers. Besides, I am a bibliophile and an avid book collector.
The quality of Amazon packing has progressively deteriorated over the years. In the early 2000 (i.e. from 1999 to 2003), Amazon shrink wraps my books for delivery. In the last few years, the packing has decline to such an extent that, several books were simply thrown into a box – sometimes with nothing and sometimes with a plastic bubble on top – and the books were shipped all the way to Asia with such flimsy packing. Imagine 10 books in one box (the orders of say 30 books were often split into a few shipments). What do you expect to see when the books arrive?
Needless to say, there are badly damaged books in every shipment.
I never requested for replacement of books with minor damages i.e. slight dog-ears, little dents, or even a mark here and there. Thus far, I have only requested for replacements when the damage is substantial i.e. numerous dog-ears, dents to corners of books, torn covers (even torn hardcover jackets), or crushed pages.
Apparently, Amazon dislike customers asking for replacement, even when customers were to send back those damaged items. Recently, I asked for a replacement of a damaged book which was an expensive item. The damaged book was sent back to Amazon, but Amazon sent me another damaged book as a replacement! I do not know if the damage was due to transport or originally there, but the book had dents, crushed pages throughout, and markings.
I therefore requested for a second replacement for the damaged book. But this is what I received from Amazon in my email the next couple of days:
Email from Amazon Management:
Date: Wednesday, 27 August, 2008 11:03 PM
Hello from Amazon.com.
A careful review of your account indicates you've experienced an extraordinary number of incidents with your orders and corresponding shipments.
In the normal course of business, the occasional problem is inevitable. The rate at which such problems have occurred on your account is extraordinary, however, and cannot continue. Effective immediately, your Amazon.com account is closed and you are no longer able to shop in our store. I am very sorry for any disappointment this may cause.
Please know that any accounts related to yours have also been closed. If you were to open a new account, the same will result and it will also be closed. In the event that you attempt to do so, we will not accept the return of any additional orders, nor will we issue further refunds in connection with any future orders. We appreciate your cooperation in refraining from using our web site.
If you require additional assistance, or have any concerns, feel free to contact us directly at mailto:[protected]@amazon.com.
Please do not contact regular Customer Service again, as they will no longer be able to assist you.
With the aforementioned email, I can no longer access my Amazon account. What’s more, all my standing replacement orders and credit card details were frozen and taken by Amazon (can’t I at least DELETE my credit card details? What about those well-known Amazon hackers who hack into accounts to steal credit card details?). What’s most frustrating is that – I cannot even log into my Amazon account to stop SPAM mails from Amazon from being sent to my email account.
This is what I wrote to Amazon after receiving the aforementioned email.
Date: Thursday, 28 August, 2008 12:06 AM
Re: Closure of My Account After So Many Years As A Customer
1. I do not understand why you have closed my account without even discussing this with me. The alleged "extraordinary number of incidents" were not due to any faults of mine.
2. Take for example, the numerous paperback books I ordered. In order to prevent damage due to the packing of MANY books into one box, I have been splitting my orders recently (and PAYING MORE as a result) into lesser and lesser books. Go and check it out: it would be cheaper and more economical just to purchase all the books in one order. Instead, I choose to pay more and split the books up into several orders (like 10 orders). With each order, I have to pay a shipment surcharge. I am willing to do so because the packing is very poor, and the books often arrived damaged. The soft-covers were often placed into a box with nothing, or a simple plastic bubble. The books become damaged when the corners of the books rub/knock against the inside of the box or when the books rub/bang into other books within the box.
3. Hard-covers were more resilient to transport, but not all books come in hard-covers. Even so, I have hard-covers damaged every once in a while. Some hard covers had badly torn jackets.
4. Thus far, I have returned damaged items as instructed.
5. Furthermore, I had appealed to shipment (like writing to them) to pack my books well i.e. to wrap my books in a plastic shrink wrapper. Once in a blue moon I get books wrapped in a shrink wrap, but even so, the shrink wrap was done such that the corners of the TOPMOST book were bent inwards (due the to hasty shrink wrapping or carelessness). As a result, the book was damaged.
6. Other than the packing problems, I had no other complaints against Amazon. I never complained when my orders were delayed for months. I never complained when you say that a book was in stock, and when I ordered, you cancelled my order because there is no stock. I never complained when you cancelled an order because the price was allegedly a “mistake” (too low and couldn’t make a profit?). Why didn't you just pack my books properly? There were even times when I had to re-order the damaged book because your replacement book was damaged as well.
7. I am a book collector, and I will want my books in new or reasonable condition as I had indeed paid for NEW books, not damaged ones. I will accept the book if it has no dents, severe dog-ears, torn or bent covers.
8. Lastly, I have purchase books from you for more than 7 years, and have given you much business. You could at least DISCUSS this issue with your long time customer.
9. This is not the way to deal with a faithful customer of so many years.
I would like the readers to be aware of how unprofessional Amazon is even with her faithful customers. Buyers beware!
Seems like the problem is widespread!
Here's what I received from them via email. — Hello from amazon.com. A careful review of your account...
Amazon.com's supposed customer service is difficult to deal with. The Web site didn't offer the kind of help I needed, so I finally unearthed their phone number (cleverly concealed) only to talk with someone whose English was difficult to understand. He created a problem which resulted in my having to reorder. But following the "help" suggestion that explained I could combine orders (and thus save the shipping costs of the added item), I found that you can only do this if you manage to complete the "combine orders" in a nanosecond or less. If a minute elapses, you cannot combine orders. The second person I talked to was totally incomprehensible, and I really am not sure what we were talking about. The final result after a couple of phone calls, cancellations, reorders, and frustrating attempts to get the right book back into the order was that I had to pay shipping for a book that should have been on the first order (and thus not charged for shipping). Does Amazon perhaps seek out people whose English is so difficult to understand that customers wind up just hanging up and resigning themselves to do business elsewhere?