Sharks Summary: If you feel a retailer has not performed as expected, calling them up and complaining can get you resolution many of the times. Below is an example of a real customer’s problem and how they dealt with it for an Amazon delivery that was late. Kudos to the customer and Amazon. Amazon is known for keeping their customers happy.
Problem – Amazon late delivery –
- Item ordered on November 30 with Prime 2 day delivery
- Delivery was originally to be December 4-6
- Amazon shipped the item December 2 with delivery scheduled to be December 9.
Amazon offered – $50 credit
This customers’ tips to others when complaining –
- call via phone. You will first get online and request Amazon to give you a call back
- try to be calm
- explain problem clearly
- describe how it caused you any hardship ( e.g. needed part to fix something, going out of town soon )
- know what might be offered and/or what you want from them to make you happy
- if you are not happy with initial resolution offered by the first line of customer support, demand to speak to supervisor and explain issue to them
Call to Amazon went something like this
Amazon Computer – Are you calling about your order that included (item description) ?
Amazon Computer – Your order from November 30th that included your (item description) has shipped and will arrive by December 9th. If the delivery status was all you needed you can hang up the call. For help with a different issue please say different issue.
Customer – different issue
Amazon Computer – to get you to the right person can you say a few words with what you need help with.
Customer – order
Amazon Computer – just a moment, an associate will join you shortly
Amazon person – thank you for calling Amazon, my name is (name) how may I help you ?
Customer – yes I was calling about my order, you see it there?
Amazon person – yes I do have your order opened up here
Customer – when I ordered this on November 30, arriving time was December 4th through December 6th. Now you sent me an email that says it will arrive December 9th, that’s 3 days the past last deadline date when I ordered it. What’s the deal? When I ordered it, it said sold by Amazon, shipped by Amazon and now delivery would be 9 days from when I ordered it, that’s ridiculous I did not agree to do that when I ordered it. I agreed to December 4 to 6 delivery. Now its the next week. I don’t understand what the problem is.
Amazon person – that’s the same information I have here. Let me look a little further more at what can be done about the delay. Can I place you on a 2 minute hold?
Customer – Yes
Amazon person – I was checking further what can be done since delivery date was changed. What I can do for the inconvenience is place a promotional certificate of $5 on your account since delivery date was changed. Now, why delivery date did change is because we are within Black Friday deals and Cyber Monday and everything. When we have these deals, the delivery dates will change even if you select 1 or 2 day shipping since Amazon has more packages to work with.
Customer – no, no, stop, stop, stop. Its shipped today and it takes 7 days to get to me? You did not ship it in the right manner. That’s number one. And there’s no excuse since its Prime that it is black Friday or Cyber Monday, you don’t say on the membership when we sign up that on special occasions that Amazon may delay 2 day shipments when you have special occasions. No, that’s not the agreement when we signed up with you and pay you for Prime, and that’s why I picked Amazon as the seller vs ordering direct from manufacturer since I know since its sold and shipped by Amazon that they will ship and deliver as promised. No that’s no excuse to ship today and take 7 days to get here. Does it mean everything I order around this season is ok to take 7 days to get 2 day delivery? No that’s not the way Amazon works, get me a supervisor.
Amazon person – no worry, bear with me I will check for an available supervisor, I will give him the details
Customer – $5 is not enough, because I am going to be out of town next week. I need the item, I assumed it would be delivered like you promised, I am upset you just shipped today and it takes a full 7 days to get to me. That means you did not ship in the right method. It has nothing to do with being busy with Black Friday and Cyber Monday and all those packages. No, that is not right to treat your customers like that.
Amazon person – I totally understand, bear with me I will check with an available supervisor and be right back
Amazon person – that you for holding, I do have my supervisor on line they will take over call
Amazon supervisor – sorry to hear about the situation, I understand the situation, the issue is delivery moved to December 9 ?
Customer – several things, when I ordered November 30, delivery was to be December 4-6 , Since it was sold and shipped by Amazon, I figured probably would be December 4th. I got an email today (December 2) that December 9 is now expected delivery but it shipped today, how do you ship something on Prime that takes 7 days to get to me?
Amazon supervisor – we don’t know the specific reason, we have some delay on facilities or warehouse…it is not their fault
Customer – it does not matter, you shipped it today and it takes 7 days to get to me, you did not ship it correctly, you did not ship it Prime. Prime does not take 7 days to get to me
Amazon supervisor – that is correct, it is our mistake, I am here to help. I cannot do anything about shipment. That means you will need to wait until December 9 for delivery. What I can do is compensate you for the delay, the best I can do is – full refund of purchase price, gift card ($5) and you can keep the item.
Customer – that would be fine…(explains problem again and trouble it caused including going out of town soon and needed item to fix something)…
Amazon supervisor – what I can do is credit account $50 instead of the original offer of crediting the product price of $30
Customer – that is very generous
Amazon supervisor – its a pleasure, sorry for the inconvenience, I want to change your mind about the experience and want to show Amazon help you in other ways
Customer – like I said that is more than generous
Amazon supervisor – maybe you can purchase other items for you or others with that $50, I sent email just now, confirmation that I sent gift card to your account ….. Thank you
Customer – ok … Thank you, I appreciate your service