This is regarding pathetic customer service regarding order(#404-9978318-04XXXXX). I was supposed to receive this order on Friday 10th of Oct’14.
However, it’s evident that you have hired incompetent, rude and apathetic Customer Service Representatives at your end
The order was supposed to get delivered on the aforesaid date, but it didn’t happen. When I contacted Amazon, I got a call back from Samuel B, who wasn’t even able to go to the root of the problem. Infact, Samuel’s first response was to suggest me that I can still cancel the order. I was appalled. Is this a solution that is Amazon’s first line of response to customer grievance?
When I confronted, I was offered and apology and was promised that my order would be delivered on the next working day itself. I, being reasonable, understood that there might be some genuine problem in the supply chain process and the order might be stuck somewhere. However, I was wrong. Not only the promised date was extended to 2 working days when I checked on my profile, my order wasn’t delivered by today, 14th of Oct’14, too.
Prior to today, I reached Amazon customer service yesterday too and was attended by Abhishek G, apart from another professional gentleman, who in the feedback form email, didn’t mentioned his name!(I believe this might be a company policy. Don’t furnish names to pissed off customers. This way you save yourself and the company too! Way to Go!). Coming back to Abhishek G.
To my good luck, Mr Abhishek G had the wit to go through the route cause of all this problem, the courier person couldn’t call me up, since he had the wrong number with him. Certainly, Mr Abhishek didn’t had the drive to make amends, except from giving false promises. My updated number wasn’t forwarded to the courier team, yet, as Amazon India is great at making false promises, I was promised that, I would recived my order by today, i.e. 14th of Oct, 14.
I dawned on me, again, today, morning, that Amazon India till date has been fabulous with dealing my issue, so, I chose once again the option of getting called back and certainly did I receive a call. The gentleman this time was Mr Adams John. Mr Adams told me that my new/updated number was yet not forwarded to the courier team. Only God knows why, since Mr Adams didn’t had an answer. It was 4:15 PM, IST, so I was again promised to get my deliver by End of the day today, by 8 pm. However, I received a sms notification once again, that the order can’t be fulfilled today.
By the time I contacted My Vidyanarayana K and Som( who was more than reluctant to connect me to his supervisor), it was all too late.
Mr Som, was so lazy and incompetent that he didn’t checked the calendar and promised me that I would receive my order tomorrow. FYI, tomorrow is election in Pune. When I asked Mr Som, he then checked and confirmed that tomorrow is a leave for Amazon Courier team and now I can’t receive my order before Thursday, Oct 16th, 2014.
All this has left a very bad taste. This is utter nonsense and shatters customer belief.
Amazon was quick to mock other e-commerce giants on their failure of meeting customer requirements. I would recommend to better your own processes.
I do not know if I will ever recommend Amazon to anybody else.