topic Amazon Customer Service in Community Chat

Amazon Customer Service

QVCkitty1 — Thu, 29 Dec 2022 23:45:34 GMT

I contacted Amazon customer service this morning and after our conversation they sent me a follow up email. This first line said " Thank you for your warm and kind approach during our conversation." Now this may be a form that they send to everyone, I don't care, it made me feel good that I didn't contribute to the nastiness that can occur during these interactions. It's a small thing, but sometimes the little things make a difference.

Re: Amazon Customer Service

september — Thu, 29 Dec 2022 23:49:57 GMT

I have had overwhelmingly good customer interactions with Amazon agents.

I also liked that I got to "thank my driver" during the pre-Christmas period, and give the $5 tip, for as long as it lasted.

Re: Amazon Customer Service

Foxxee — Fri, 30 Dec 2022 01:37:28 GMT

Yes, it is nice when retailers recognize us.

I had a Christmas present from Walmart last week.

Fedex would not pick up a coat that was too small I purchased for a 13 year old's birthday. She said she wanted this coat. They said I must have a label; however, Walmart said Fedex had been picking up packages just using a code. That's true.

I was speaking to a CS rep, and as she was emailing a label, she said, "Wait a minute. Walmart just sent you an email. You don't have to return the coat. Walmart is refunding your money because of all the problems you are having with Fedex, you are a Plus member, and a good customer." Shortly, thereafter, I received the email.

Price for the coat was $96. It's very nice for the price.

Walmart told me to keep it, give it to someone, or give to a charity.

Re: Amazon Customer Service

QVCkitty1 — Fri, 30 Dec 2022 00:45:55 GMT

@Foxxee wrote:
Yes, it is nice when retailers recognize us.

I had a Christmas present from Walmart last week.

Fedex would not pick up a coat that was too small I purchased for a 13 year old's birthday. She said she wanted this coat. They said I must have a label; however, Walmart said Fedex had been picking up packages just using a code. That's true.

I was speaking to a CS rep,, and as she was emailing a label, she said, "Wait a minute." Walmart just sent you an email. You don't have to return the coat. Walmart is refunding your money because of all the problems you are having with Fedex, you are a Plus member, and a good customer. Shortly, thereafter, I received the email.

Price for the coat was $96. It's very nice for that price.

Walmart told me to keep it, give it to someone, or give to a charity.

@Foxxee , Now that's customer service !

Re: Amazon Customer Service

lynnie61 — Fri, 30 Dec 2022 01:00:36 GMT

I find most times (most). If you are kind, they will be much nicer. I usually don’t return at the Q, but once they made me send back a broken 3 quart baker. What? Sent the two good pieces and one in 50 pieces. I could have uploaded a picture, but the seems almost unsafe to send shattered baker back. Or why didn’t the offer me 1/3 of the price back. I would have gladly paid for just the two good pieces. It was on their dime, but I just didn’t understand it.

That was generous of Walmart, if your family can’t use it, there are a lot that willl take a brand new coat for kids coat drives.

Re: Amazon Customer Service

bonnielu — Fri, 30 Dec 2022 01:26:20 GMT

Best out there. If there is a problem THEY FIX IT on the first call. And in our area returns are made to Kohls department store. They simply send back the product and the refund comes to me quickly. Just to say I do not have to do this often but when I do it is a real pleasure to know that Amazon cares about their customers. I am a Prime Member and never pay for shipping. Love love love them. I wish all the retailers were like them.

Re: Amazon Customer Service

cindyNC — Fri, 30 Dec 2022 01:35:54 GMT

I had sort of the same dealing with a grocery store yesterday. The BF picked up a carton of deli salad, got it home and found the expiration date was Nov 18..........

Emailed the corporate office, didn't have my receipt. The local deli manager phoned me and was apologizing all over the place. Offered us free replacement carton of salad and a store gift card. Told her the reason for the email was to get any other expirated items off the shelf....we weren't expecting reimbursement. She was so grateful that we were nice about it.

Re: Amazon Customer Service

JeanLouiseFinch — Sat, 31 Dec 2022 16:15:43 GMT

Amazon is usually worry free shopping because they have such good CS.

I also had an excellent experience with Vera Bradley recently. I ordered a purse, intended to be a gift, several weeks before Christmas. The tracking showed it about 30 minutes away from me and there is sat. The tracking info never updated so I ssumed it was lost. I got on a chat with a VB CSA. Easy peasy, he said he'd make it right and get a replacement shipped out the next day. That replacement purse arrived quickly. A couple days later, the original purse arrived. I contacted VB again and told them what happened and that I didn't deserve to keep the extra purse so they emailed me a paid label for return. All of the interactions were polite and pleasant.

Re: Amazon Customer Service

mspatmac — Fri, 30 Dec 2022 04:00:38 GMT

Amazon sent me an email advising there were issues with an item I purchased. Please destroy the item and a credit has already been issued. Great to do business with.

Re: Amazon Customer Service

FLGators — Fri, 30 Dec 2022 14:33:54 GMT

Amazons interview for potential employees is focused mainly on their Leadership principles. Guess what tops the list during their behavioral interviews - Customer Obsession. The more your answers are focused on Customer Obsession, the better your chances are on scoring a coveted Amazon job. This is not for just their CS but the employees at all levels.

Some sample questions

Tell me about a time you solved a pain point for customers.
Tell me about a time when you had to deal with a very difficult customer.
Tell me about a time you used customer feedback to drive innovation.
Tell me about one of your projects where you put the customer first.
Tell me about a time when you went over and above for a customer.

“There are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality.” - Jeff Bezos

This is how they have created a monopoly. Its tough to catch up & small businesses just cannot.

Re: Amazon Customer Service

MoJoV — Sat, 31 Dec 2022 00:08:30 GMT

Just today my brother told me an Amazon delivery guy put his package on top of his garbage can which was out front for pickup! He got to it in time for it not be taken with the garbage. He called Amazon and told them about it. They told him the charges for that order would be waived for his inconvenience! It was a $60 order. That's the reason Amazon rules the world.

Re: Amazon Customer Service

Foxxee — Wed, 11 Jan 2023 00:36:51 GMT

@FLGators wrote:
Amazons interview for potential employees is focused mainly on their Leadership principles. Guess what tops the list during their behavioral interviews - Customer Obsession. The more your answers are focused on Customer Obsession, the better your chances are on scoring a coveted Amazon job. This is not for just their CS but the employees at all levels.

Some sample questions

Tell me about a time you solved a pain point for customers.
Tell me about a time when you had to deal with a very difficult customer.
Tell me about a time you used customer feedback to drive innovation.
Tell me about one of your projects where you put the customer first.
Tell me about a time when you went over and above for a customer.
“There are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality.” - Jeff Bezos

This is how they have created a monopoly. Its tough to catch up & small businesses just cannot.

@FLGators

I agree, but customer obsession didn't start at Amazon. It was Walmart's founder Sam Walton most important focus in 1962 when it was founded. That continues today.

There are other retailers that put customers first, as well, and have been doing so for a long time.

Re: Amazon Customer Service

MoJoV — Wed, 11 Jan 2023 05:47:17 GMT

@Foxxee wrote:
@FLGators wrote:
Amazons interview for potential employees is focused mainly on their Leadership principles. Guess what tops the list during their behavioral interviews - Customer Obsession. The more your answers are focused on Customer Obsession, the better your chances are on scoring a coveted Amazon job. This is not for just their CS but the employees at all levels.

Some sample questions

Tell me about a time you solved a pain point for customers.
Tell me about a time when you had to deal with a very difficult customer.
Tell me about a time you used customer feedback to drive innovation.
Tell me about one of your projects where you put the customer first.
Tell me about a time when you went over and above for a customer.
“There are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality.” - Jeff Bezos

This is how they have created a monopoly. Its tough to catch up & small businesses just cannot.

@FLGators

I agree, but customer obsession didn't start at Amazon. It was Walmart's founder Sam Walton most important focus in 1962 when it was founded.

There are other retailers that put customers first, as well, and have been doing so for a long time.
That continues today.

Not at my Wal-Mart.

Re: Amazon Customer Service

Foxxee — Wed, 11 Jan 2023 15:47:24 GMT

@FLGators

I agree, but customer obsession didn't start at Amazon. It was Walmart's founder Sam Walton most important focus in 1962 when it was founded.

There are other retailers that put customers first, as well, and have been doing so for a long time.
That continues today.

Not at my Wal-Mart.

@MoJoV

Since Amazon doesn't have big box stores, comparing one (your) Walmart store that is subject to location and available qualified employees, to Amazon in that respect isn't quite fair, is it?

None of the big box stores are known for falling all over their customers and I doubt Amazon stores would if they had any. Helpful employees running around equal higher prices.

All of them do have CS departments, though where customers can go if they need something.

However, online ordering, shipping, and CS policies, are fair game.