A customer experience about Amazon

Status: Approved

#CustomerService #Communication #Inconvenienced  Annoyed Frustrated Let down 

Kindly shared by C. Taylor

What happened

I ordered an under the counter freezer and waited in all day for delivery. Once unpackaged I realised Amazon had sent me a fridge by mistake. When I rang to try to explain the situation I was simply advised to return the fridge and then i'd be issued with a full refund. I explained this would involve me asking a friend to print a dispatch note and my waiting in all day again for a courier collection. This meant yet another unpaid days leave from work. The supervisor was immovable and kept saying the same thing over and over. At no point was I offered compensation for THEIR mistake or was I offered an exchange at the sale price. I felt hugely frustrated and disappointed with the extremely poor customer service.

What I wish had happened

I would have been happy with an exchange and them to collect the unwanted fridge at the same time they delivered the freezer but they said they needed their high value item to be returned first in order to issue a refund and I simply could not afford to purchase another freezer without the refund.

Where this happened

On the phone

Amazon Customers

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How this makes Amazon customers feel

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20% Customer Service
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13% Inconvenienced
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12% Delivery
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12% Financial Loss
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7% Rudeness
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7% Expectations Exceeded
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7% Communication
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5% Delay
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5% Service
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3% Communication
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3% Delivery
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3% Quality of product
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2% Other
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2% Fraud
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Online Retailer Customers

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How this makes Online Retailer customers feel

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18% Customer Service
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13% Financial Loss
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12% Delivery
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11% Communication
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9% Inconvenienced
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8% Delay
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6% Expectations Exceeded
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5% Delivery
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4% Service
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4% Rudeness
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3% Quality of product
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3% Other
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2% Communication
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2% Fraud
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1% Returns
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Uneasy

1% Quality of product
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