Without getting into details, an Amazon delivery driver did a bad thing on our property, which we only discovered this morning when a neighbor brought it to our attention.
I attempted to write to Amazon, but apparently they no longer accept email at cs-reply@amazon.com, there is no way to post a support ticket, they no longer have chat, and they make it very, very difficult to find a customer service phone number. No, none of their automated support options applied to this particular situation.
Through Googling, I found 1-888-280-4331, the customer service number, but for obvious legal reasons I need to send them a written account of what happened, so I have a record that they were notified.
Short of filing a lawsuit and serving them with a complaint, how do I reach these people?
And more generally, when a large FAANG company makes it nearly impossible to communicate with them, is this not evidence of bad-faith dealing, and should consumer protection agencies come down hard on them?
(If you had property damage or a crime was committed, get a police report. Now. You lose nothing by documenting. Waiting could damage the perceived quality of any testimony and seriousness of the allegations.)
[1] https://www.sec.gov/ix?doc=/Archives/edgar/data/0001018724/0...
(There are cases, such as fraud, phone solicitations, and robocalls, in which you might prefer the firm not be contacted, but in the case of an established firm such as Amazon it's generally recommended you do.)
This both creates a record with the agency and typically connects you with a "concierge service" or similar at the company who will generally work to address the issue quickly.
Otherwise, parent is excellent advice.
From top nav bar -> Account and Lists -> Customer Service -> Digital Services and Device Support -> Click "Contact Us" at the bottom of the page under Start a Chat Now.
It is hard to find but its there. You start with a bot but they pop you to customer service pretty quickly.
"To access Amazon's customer support chat, you can visit the Your Orders section or scroll to the bottom of any page and select Customer Service. From there, choose the appropriate option that addresses your question or issue, and follow the prompts to initiate the chat."
To get help, select Customer Service ." (which is a button in the chat window)
Should work fine....
we messaged Amazon chat support. It was all very easy and procedural. Clearly this happens all the time because we were just moved through a process that took a few weeks, and we were fully reimbursed.
I’m not saying not to document everything, but our strategy was just to take extensive notes every day in case it ended up in a lawsuit. But the reality was they didn’t challenge anything and just moved us through a property damage pipeline.
Whether it’s egregious enough for that I don’t know, but you will definitely get in contact with them if you use one.
I also had trouble contacting Amazon by email so I spoke to a rep on the live chat. They put me through to someone on the delivery team who asked for video evidence. I had to send the video by email to some random Amazon address, then they credited my account with £10, apologised profusely, and said they would feed this back to the delivery driver.
I had a problematic delivery, it was listed as out every day and 'couldn't be delivered' every day for a few weeks. After a week of this I would get on the chat every day or two to complain (get told that the problem had been resolved and that it would 100% get delivered the next day) and get my £10 account credit. After I got to £50 they promised again that the product would be with me tomorrow and quietly cancelled my order and issued a refunded.
Fuck you with a bow on it!
It wasn't my idea though, the last time I got into a dispute with the IRS they did that to me and I thought "hmm, I bet they do that to 'prove' you knew what they were asking of you."
That said, I'm really sorry you have to go through this. More and more I've been working to move off Amazon ordering for this exact reason.
Put the words "demand letter" in gold and underlined in large font at the top.
CC your state attorney general (like, print two copies, send to both, and put CC: My AG, MY Age address at the top). You can specifically state that if they do not respond to you that you will file suit in small claims court. Consider sending certified mail. Note that you are reaching out this way because you have no other channel.
https://www.amazon.com/gp/help/customer/display.html?nodeId=...
Does this have legal significance?
Registered mail, return receipt, provides legal proof of delivery.
You can then explain your issue.
Amazon always fixed my problems, including refunds, replacements. Their chat support is so good I tend to buy with them even when they don't have the best price.
Then you will have many options, scroll down to something else and you will find chat with customer service and then you want to tell the bot straight that you want to be redirected to an agent. From there you can talk to actual human and ask to be redirected or even ask for a call. Though I am not sure if this will be different if you are not prime member. Also there is a way to do that from website but steps would be slightly different.
(Bezos likely could and did review some of the mail, but reports were connected to the relevant department.)
Didn’t Apple have something like this in the Steve Jobs era?
to use a lawyer...because there are obvious legal reasons.
Against these kind of companies there are three ways to make them change; legal action, regulation and financial loss.
they fact that they have invented a byzantine system for complaining to them doesn't mean you have to make more than a token effort to comply with that system
