Thursday, February 23, 2017
Please dont blame the seller for your mistakes says Amazon!
Please dont blame the seller for your mistakes says Amazon!
Dear Amazon,
Many of us are glad that youve started your services in India. In fact, your presence has made our India e-tailers be far more competitive than they otherwise would have been and we, the customers have been eventual winners. We appreciate this. What we would appreciate more however, is for you and your marketplace vendors to treat your customers well and to offer the same first class service that your pride yourself on in the states.
We recently received one of the most rude customer service responses ever - one that wed have never associated with Wed like Amazon and the readers of this post to decide whats fair.
Now what does that screenshot from Amazon tell you? Exactly what it tells us - that the shipping is free! And thats all we expected. It also tells us that this order is Amazon Fulfilled. What you say this means is, the following:
Thanks in anticipation,
A rather upset customer
Many of us are glad that youve started your services in India. In fact, your presence has made our India e-tailers be far more competitive than they otherwise would have been and we, the customers have been eventual winners. We appreciate this. What we would appreciate more however, is for you and your marketplace vendors to treat your customers well and to offer the same first class service that your pride yourself on in the states.
We recently received one of the most rude customer service responses ever - one that wed have never associated with Wed like Amazon and the readers of this post to decide whats fair.
- Orders are eligible for FREE Delivery and can be placed using Cash on Delivery
- Products are stored, packed and dispatched by Amazon
- Order delivery tracking to your doorstep
- Products can be returned easily by visiting our Returns Support Centre
- Amazon handles all customer service
- Orders containing items Fulfilled by Amazon worth Rs. 499 or more are eligible for FREE delivery.
- Note: For a limited time, there is no minimum order value and delivery is FREE for all items Fulfilled by
As it turns out, Aum Entertainment, the marketplace vendor selling this item ended up adding an Expedited Shipping charge of ?52/- to our order. The cost isnt as much of a big deal, as the fact that on principle this is against Amazons promise for "Amazon Fulfilled" orders. When we contacted Amazon about this issue, hoping that "Amazon handles all customer service", we got redirected to Aum Entertainment. When we explained the issue to them, they replied saying,
"We have only Expidited service and use Amazon Easy Ship hence we charge shipping Charges we do not have standard Delivery option for your area."
This of course is really lame claim. We are in downtown Bangalore! Amazon does ship to our location! Additionally, when you say "Expedited Shipping", the package better arrive in time. The package took 5 days to arrive. Most importantly we were concerned about the opacity of the charge. When we protested however, the vendor, not Amazon, responded very rudely saying,
before you Place an order u have 3 times to see what u are ordering and what you are paying and before u click on buy now you again have the option to see what u are paying and what you are ordering in case you are not intd u can cancel the order . the fault is yours so Pls do not Blame the seller for your mistakes.So, dear Amazon here are questions for you:
- What happened to our Free Shipping? Why this exception on our order? Do you let your vendors make exceptions on Amazon Fulfilled orders?
- If you store, pack and dispatch orders, why are you delegating the response to the vendor?
- Do you take ownership of this customer service? Is a rude response like this what characterises your company?
It may just be the question of ?52/- but I hope you agree that you owe us an answer and at the very least a written apology! Otherwise, your reputation as "Earths Most Customer-Centric Company" really takes a hit in my world.
Thanks in anticipation,
A rather upset customer
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