Comments 23

  1. People us Amazon and if they like it great. I buy mostly elsewhere online. I still have an account and would use if needed. I enjoy jet/Walmart,newegg thrift books and others with free shipping no prime. If you quite prime Amazon can’t run. Use whatever is best for you it’s America. Amazon could close and I would not care. The others can change or close. Amazon’s has changed.

  2. CUstomer service–HA! They have no customer service. If there’s a problem with delivery, you’re on your own.

    1. It’s even worse for Amazon 3rd party sellers. We sellers call it “Amazon non-seller support” instead of seller support as Amazon calls it.

  3. My Amazon 3rd party seller experience starts back on 4-14-2020 when Amazon unexpectedly and without notice, removed my “buy shipping” ability for the US marketplace. Amazon did this to get rid of me as a competitor and cause me great harm because Amazon FBA ran out of inventory and Amazon was busting at the seams to make Prime deliveries. Buyers started buying health & beauty products and household cleaners from me and I got them delivered by USPS faster than Amazon Prime.

    Amazon has caused me over $1.5M in financial losses the last 8 months because of their negligence, fraud and anticompetitive behavior. Amazon refuses to admit or accept any liability for their actions. Opened seller support case on April 14, 2020 and it took Amazon 8 weeks to fabricate a fictitious story to me as to why I lost “buy shipping”. This story was fabricated after I escalated the case to Jeff Bezos because I had been waiting for a resolution going on 7 weeks and got sick of being told “please be patient. We are working with the respective internal team to resolve your issue”. This was 100% BS as Amazon was making no effort to resolve my case. It takes any reasonable IT person 5-10 minutes at the most to clear a flag and/or fix a permissions issue. My problem was clearly a permissions issue that should be fixed in less than 2 minutes instead of still not being fixed going on 8 months now. Amazon just ignored me when I repeatedly told seller support this fact while my case was pending resolution.

    Amazon wanted me to create a POA to address the buy shipping and tried to get me to admit 100% fault and liability. I refused and they still have not reinstated my buy shipping. Had to lay-off all 7 employees over the last 4 months. Have sent 33 emails to Jeff Bezos to fix my buy shipping and compensate me for damages caused by Amazon’s willful and gross negligence. All the emails have been ignored. Have actively been keeping Lina Khan, the FTC, Congress and the US DOJ updated on my case and they are CC’ed on my emails to Bezos.

    I am in the process of filing for Chapter 13 bankruptcy protection. Am going to also file a suit, in conjunction with the bankruptcy petition, against Amazon for gross negligence, fraud, unjust enrichment and breach of contract. Our creditors are also going to be plaintiffs in the suit since there is direct causation between Amazon’s fraud and negligence and me currently being insolvent. Amazon’s actions also pass the “but for” test. We are going to ask the court to make Amazon pay all our creditors and compensate me for the financial loses Amazon has intentionally caused me as a seller. Amazon performed a unilateral and intentional breach of contract by removing our “buy shipping”‘ability and we lost our shipment insurance coverage since we are unable to purchase shipping thru Amazon. Yet Amazon has continued to withhold their 20-30% commission for each sale I have made on Amazon. Amazon has been unjustly enriched while harming me as a seller.

    All 3rd party Amazon sellers beware, Amazon is not a fairy tale and the honeymoon is short lived so don’t let the addiction of initial sales on the platform keep you blinded. Amazon is very greedy and the only persons Amazon cares about are Jeff Bezos and their shareholders. Sellers are not “partners” with Amazon and sellers are “internal competitors” with Amazon. All the recent online messages, TV ads during NFL games and on other media about how great Amazon is, how Amazon helps their sellers be successful and how Amazon cares about their warehouse workers – DO NOT believe any of the messages as the messages and ads are all “Propaganda” to hopefully “buy” goodwill for Amazon.

  4. Amazon customer service isn’t great it sucks. For two weeks now no idiots can fix my trouble of not being able to see my orders at all. They vanished so I don’t know if any orders haven’t came etc. They told me to use email one person other told me use my number. Well my number is associated with an old customer email. So they don’t know how to fix that either. Idiots. Just know I am forever done ordering crap from Amazon. Four times they shipped stuff and never came but I still get charged. All they do is steal your money and make you stress.

    1. Well I have to agree, customer service sucks. I called and got Alan, did you know Alan lived in the Philippines. He said he lived there all his life I’ve been to the Philippines before and never saw anyone named Alan so that’s bullshit. They don’t care about your feelings or service they only care about their money. I thinkThe world would be a better place without Amazon they suck.

  5. The Amazon search engine isn’t so great for customers, either. It’s getting harder and harder to find what I want. Amazon substitutes all kinds of products that have nothing to do with the key words or changes the key words to something else. It has a very limited vocabulary. Then there’s the recent obsession with everything vegan or vegetarian. Almost every search includes that crap.

    They’re not doing themselves any favors. When you frustrate your customers, they give up or look elsewhere. The problem is that the competition is so suppressed, it’s hard to find anything but the most obvious and basic at other sites.

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      Hi, Robin. Great observation and sadly, you are 100% right. I find Amazon’s product search almost unusable. Thank you for sharing your feedback.

      1. I’ve been doing enterprise search for a big firm for quite some time and we’ve long used Amazon search as an example of what not to do.

        LL Bean is an example of how to do a good tangible item search. Certainly there is a much smaller universe at LLBean in contrast with Amazon, but good search design is scalable.

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          Hi, Matt. Amazon has grown so fast it’s impossible for the kingdom to be governed. Beyond a certain size, no company is manageable. LLBean on the other hand is nice and small (relatively). So they can really double down into things that are strategic, like search. Good point and thanks for adding your perspective to the discussion.

  6. Customer Obsession can’t last??? I can’t image why you would say that! In my experience Amazon’s customer service has sucked for at minimum 5 years. The reps are rarely knowledgeable, they lie to you, they try to tell you for example your account isn’t eligible for a promo when it clearly is, anything to get amazon out of paying anything out to the customer. I hear so many complaints about horrible amazon service, especially the dishonesty.. I sincerely would love to know why you think amazon’s CS hasn’t epic failed already. If you want customer obsession, try Zoro. The customer service at Zoro truly blows me away. They are not paying me to say this nor are they even aware. I will give you my best example: I ordered a Proto master puller set. This is a $1500 tool set. The set arrived missing 2 pieces, out of nearly 100. They told me they would immediately ship a new set. And the old set? They instructed me to dispose, gift or keep it. And this is not the only example. They have done this for me at least 6 other times with items worth $100+ each. Amazon has trouble giving you an additional 5 bucks. HOW DO THESE TWO EVEN COMPARE??? If Amazon is customer obsessed, then by comparison, what does that make Zoro. Is there a strong enough description? I doubt it. Truth is Amazon is not even in the same universe as customer obsession. And graded on a curve (relative to Zoro) they are MAYBE passing with a D- on a good day. On top, I receive 95% of my orders well within 24 hours with free shipping, and I get a 25% off coupon with most of my orders including the $1500 master puller tool set. Amazon doesn’t need to sacrifice CS to keep their bottom line, they just do because they can. They don’t need to placate the customer, because the customer has demonstrated they will always come crawling back to Amazon. Especially since they were stupid enough to pay $120 a year just to buy things. I stopped using Amazon when I noticed their prices went up years ago. Before that happened, the CS was very good. Not as good as Zoro, but that is true customer obsession which is nearly impossible. I have come back now to use a promotion and boy have they gone down hill. I’m so grateful I was smart enough to have never paid for prime in my life. You suck amazon. It will catch up to you. It always does.

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      Hi, James. Thanks for sharing your Zoro story. To be fair (to Amazon) it’s really hard to have exceptional service when their size is so massive. Zoro, all said and done is only a small fraction the size of Amazon.

      Not making an excuse for Amazon but I’ve always had a good experience with their CS. In fact, that’s one detail I appreciate most about them.

      But I also respect your personal experience.

      1. My main point is if you claim to be “customer obsessed,” you’d have to be at least on the higher end relatively in the CS department. I admit Zoro is an extreme example, regardless of size, however they have set a bar as to what a company is willing to sacrifice for their customer. And if Amazon is unable to provide a level close to the most extreme example, because of size or for whatever reason, they lose the right to the “customer obsessed” claim. Furthermore, regardless of size, I think they can do a lot better. I’m not saying I expect a retailer to be as good as Zoro, I’m only saying if you’re not then don’t claim to be. It also seems like we may be discussing different facets of CS. I can usually figure out most my problems and I know how to research products without CS help. Mostly I need CS to correct promotions their website hadn’t issued for whatever reason. Last night I had to pull teeth for 2 hours to get Amazon to issue $20 that was clearly promised to me. They did everything possible to convince me I didn’t qualify including lying to my face. Now is this the cost of size or is this penny pinching greed? The intentional poor search capabilities and unethical business practices would point to the latter. I do understand my experience is antidotal. However this is a reoccurring theme with Amazon. And thank you for your reply.

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          Author

          Hello, James. Your comments are extremely balanced and well-meaning.

          I hope the Amazon team is reading this post. Lots of good value for them.

          Thank you, and Happy New Year.

  7. One correction: “What Amazon does great is customer service” – nope, no way. In fact, I’ll go as far as saying their customer service is the extreme bottom of the barrel. It’s all outsourced, barely audible, and understandable reps, but worst of all, they rarely solve any issue at all.

    You have to be willing to hit the chat and phone calls quite a number of times to see if you get lucky enough to get someone knowledgeable which is an extremely RARE event. The Amazon we once loved is a thing of the past.

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      1. I can tell you are trying to defend Amazon and I am not buying it. If you can make a few bucks by defending Amazon, I understand.

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  8. Jeff Bezos cashes his shares annually worth more than the company’s earning for a decade. Amazon makes no incomes for past 10 years and its stock keeps going up. Jeff Bezos just wants to turn his customers into Amazon’s stock investors so he can collect more money than a few bucks per share a quarter that his company is earning. People just waste their talent and money to set up a seller account on amazon. Yes you sell your merchandise fast but you make no incomes since you only sell at the lowest price while paying 20-30% selling fees and fulfillment fees. People using amazon’s platform is plainly stupid.

    1. The Amazon retail business is not where the money is. AWS is where the real money is, which is why the head of AWS will be taking over the company. AWS is why AMZN stock keeps going up. I would not be surprised if AMZN divests itself of the online retail business within the next five years.

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