My wife likes Prime Days. She stocks up her Amazon shopping cart with things that are not needed in the near future -- which, if we're getting them from Amazon, is everything -- and orders them during the sale.
Maybe not anymore, though.
Most of the stuff she ordered arrived in a variety of packages, but one package failed to show up as expected. It was reported Lost In Transit. We know it never made it to our door, as we were home all day and we have a dog. So somewhere between northern New Jersey and here, it vanished. Poof!
Fine. So, my wife wants to get to customer service and find out what they plan to do, which for most companies would be to send a replacement. But no. She presented me with the transcript, which I present below. Note that personal and product names have been changed or removed to protect... well, me, most of all. This is my blog; she doesn't want to be tied to it. Can you blame her? (Her side of the chat in red.)
Hi, thanks for contacting Amazon. I'm Amazon's
chat helper.
I'm here to answer your questions & get
the right person to help you out.
As I send you messages, you can select a
button to reply. Give it a try.
6:51 AM
Got it
6:51 AM
Messaging Assistant | Customer Service
OK
[VARIOUS PURCHASED ITEMS LISTED HERE]
Is this what you need help
with?
6:51 AM
No, something else
6:52 AM
Messaging Assistant | Customer Service
So, what can I help you with?
6:52 AM
An item I ordered
6:52 AM
Messaging Assistant | Customer Service
Let's see. Could you select the item you're
looking for from your recent orders below?
6:52 AM
[THING THAT
DIDN'T ARRIVE]
6:52 AM
Messaging Assistant | Customer Service
Has it arrived yet?
6:52 AM
No, it hasn't
6:52 AM
Messaging Assistant | Customer Service
Sorry it hasn’t arrived. Give me a minute to
check on this.
Looks like there’s more than one item in this
shipment.
Ok, give me a moment to see what I can do.
I’ll get someone who can help with this.
6:53 AM
OK, thanks
6:53 AM
Messaging Assistant | Customer Service
Ok, you can chat with an associate now or
request a call back.
You can also go to your Customer Service hub
to fix most things or to search help pages. What do you prefer?
6:53 AM
Chat with an associate now
6:53 AM
Messaging Assistant | Customer Service
If you have details you think would help the
associate, type them here.
An associate will join the chat.
6:53 AM
GUY has joined & will be ready to chat in
just a minute.
GUY | Customer Service
Hey IZZY'S MOM, GUY here to help you.
6:54 AM
Hi GUY, I'd like to find out what's going on with an order that
was never delivered. The tracking number is {NUMBER}. The site says the order
is running late. It was supposed to be delivered on Thursday of last week; it
was out for delivery.
6:55 AM
GUY | Customer Service
Sorry to hear that you have not received the
package.
We didn't intend this to happen.
6:57 AM
Could you let me know what's going on with it? I don't want to
cancel because it had a bunch of things that were at Prime Day prices.
6:57 AM
GUY | Customer Service
I see the package is lost in transit.
6:58 AM
Yes.
6:58 AM
GUY | Customer Service
Don't worry, I'll quickly escalate the issue
to the shipping team.
6:59 AM
Last I could tell, it was out for delivery on Thursday from the
TOWN, NJ facility. That's only about 15 minutes from my home. I really
appreciate you escalating this.
6:59 AM
GUY | Customer Service
Issues like this are fixed once they have been
reported.
I'm sure it will never happen again for your
future orders.
7:00 AM
Thanks. That's a relief.
I appreciate your help with this.
7:00 AM
GUY | Customer Service
You're welcome.
Would you like to receive your refund as an
Amazon Gift Card balance or to your original payment method?
7:01 AM
I really don't want a refund. I would like the items I purchased
at the prices at which I purchased them. Can the order be refilled and sent to
me?
7:02 AM
GUY | Customer Service
While we shipped your order, the inventory was
provided to us by a seller and I'm not able to send you a replacement. [NOTE: According to my wife, there was no
indication that any of the items ordered were coming from a third party; they
seemed to be in Amazon's own inventory. But even so, why could the order not be
placed again? No explanation given.]
7:03 AM
For NONE of the items? There were several things in that order.
7:04 AM
GUY | Customer Service
Yes.
7:04 AM
OK, refund it to the original payment method then, please.
Will I be sent an email from Amazon verifying all of this?
7:06 AM
GUY | Customer Service
Sure.
Refund issued successfully.
Is there anything else I can assist you with
today?
7:08 AM
I would like a detailed response, please, stating Amazon will not
be replacing items at the prices they advertised.
7:08 AM
GUY | Customer Service
Sure.
You'll receive an email.
 |
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