**VENT** Worse Chat Representative Experience on Amazon

United States
October 19, 2017 11:14pm CST
This lady got me heated. I nicely asked about my promotional credit that is supposedly loaded in my account and how do I redeem the credit? She told me it's only for items shipped and sold by Amazon but I already used my credits. I told her, No way! I only purchased items on Amazon using my Amazon gift cards I personally loaded. Then she assumed again and sent me an invoice of where the credit was applied on. I stopped her and wrote: I am very upset with the assumptions you are making, several times in this chat conversation already. First, you told me all my orders after October 5 have the credit applied when I used my gift cards that I loaded on Amazon. You did mention the credit can ONLY be applied to items shipped & sold by Amazon, and you are showing me invoices that are not sold by Amazon but fulfilled by Amazon. I opened a chat to ask a question but instead you're making assumptions without clearly checking. She finally got to answering my question...How do I redeem my promotional credit?, and as an apology added a $5 promotional credit. Not worth $5 + my time being upset when she should have been doing her job "properly" not to mention she even admitted she "assumed". What the heck!
18 people like this
21 responses
@zarlamain (23947)
• United States
20 Oct
That is very frustrating! I'm glad she sorted it out for you afterwards. Very annoying customer service on her part though!
2 people like this
• United States
21 Oct
Not worth the $5 bucks because I was upset for the remainder of the evening. She could have been more respectful and word it as oh, it looks like you may have used the credits already but let me look into it instead of assuming one after another when I am proving her wrong.
1 person likes this
@zarlamain (23947)
• United States
21 Oct
@infatuatedbby Definitely not worth the $5. After the chat, did you leave feedback on the follow-up survey asking how they did? Exactly. She should know the objectives of her job and how to be respectful to the customer.
• United States
21 Oct
@zarlamain Yes I did leave my feedback but not sure if that contributes to anything though.
1 person likes this
@JustBhem (22645)
• Davao, Philippines
20 Oct
Maybe she want's to get away with the conversation right away and assume you will believe her.
2 people like this
• United States
21 Oct
Yes, I think some people would just not budge and call it a day. Same with today at the mall. I got a flyer in the mail for being a loyal Victoria's Secret customer and to pick up my annual gift. I got an email to pick up my annual bralette and panty gift. Upon checking out, the cashier told me I can only pick one or the other. I told her, what are you talking about? The flyer says no purchase necessary and I am getting it because I spent a lot of money here and in the highest tier credit card holder. And, the second gift is for anyone with the credit card..... I had to speak up or else they want to take advantage of you!
1 person likes this
@JustBhem (22645)
• Davao, Philippines
21 Oct
@infatuatedbby Maybe one of their tactics to get away with a lot of customers since it's free. Yes, and I agree with you. And if we didn't talk to them or reason out about that, they are going to eat us alive with their own reasons.
2 people like this
• United States
21 Oct
@JustBhem It isn't like I am going to steal. The main company headquarter is giving back to their loyal customers and I had to spend money to get on the highest tier credit card with their company. But sometimes sales associate act like they own the company, or make up their own rules. But yes, some just cut you off or think you may not have the ability to stand up for yourself and leave.
2 people like this
@moffittjc (35735)
• Gainesville, Florida
20 Oct
While I love the convenience of shopping online, I also hate shopping online because sometimes it's hard to get the answers to the questions you have, or get clarifications on specials, promotions and discounts. It's even worse for me when I'm shopping for my work, because we are a tax-exempt government organization, and half the time there is nowhere on their website to enter the tax ID number to have tax removed. It is always so frustrating when that happens. By the way, this is your 900th post! Congrats!
2 people like this
• United States
21 Oct
Wow! I did not even realize it was my 900th post, thank you. How do you get the shopping done? Do you do an over the phone order so they can adjust the tax? That could sure be annoying to do online if you cannot by pass the tax as an option. I love online shopping and for the most part, online representatives are usually really professional, but this one was not having it. And, it made me upset with every assumption she made (literally felt she wanted to cheat me), I had to go show her proof! And use her words back at her.
2 people like this
@moffittjc (35735)
• Gainesville, Florida
21 Oct
@infatuatedbby Over the years, I have found the handful of companies that allow me to take a tax-exemption on their website, so I have bookmarked those sites and have tried to funnel my business to those companies. But in cases where I must order from other companies that do not allow for tax-exemptions on their site, yes I do have to call them on the phone. It is frustrating, but sometimes I'll find a good customer service rep who tells me to just email them my future orders and they will take care of everything for me.
2 people like this
• United States
21 Oct
@moffittjc When I had to order supplies at my last job, it was a pain because I was not familiar with tools (hardware tools/bits/drivers, etc). I hated ordering and made a spreadsheet with the MCN# and Link and just stocked up when I ran out.. It took me forever, but I got it done. Glad you have it all handled.
2 people like this
@kepweng (6407)
20 Oct
amazon dont care in thier customers better switch to ebay or alibaba?
2 people like this
• United States
20 Oct
I have never shopped on eBay before. I am not familiar with using Alibaba - is that for US too? Amazon normally is good, but I am not sure what is up with this chat representative, she was not professional what so ever.
1 person likes this
@peachpurple (10708)
• Malaysia
20 Oct
she should had check first
1 person likes this
• United States
21 Oct
Yes certainly before making a bunch of assumptions.
1 person likes this
@peachpurple (10708)
• Malaysia
21 Oct
@infatuatedbby I think those people are plain lazy
1 person likes this
• United States
26 Oct
@peachpurple exactly same here!
1 person likes this
@alberello75 (13197)
• Genova, Italy
20 Oct
This happened on Amazon. I never did buy there, but my brother instead yes. I don't understand your case, maybe they misunderstood, or maybe there's a kind of "cheating" behind it. You know, when it comes to "taking", everybody agrees! But when something comes to you, punctually there are problems every time! This applies to everyone! I wish you to redeem your credit as soon as possible, much more than $5. With my Wishes Alessandro
1 person likes this
• United States
21 Oct
Yes, this happened on Amazon. Originally I felt cheated when she assumed I used the credit already. She should have worded it differently then to make assumptions, but all well. I do not need to buy anything at the moment to use the credits, but I will soon since the holidays are around the corner.
1 person likes this
@alberello75 (13197)
• Genova, Italy
21 Oct
@infatuatedbby Are you're talking about Christmas holidays?
1 person likes this
• United States
26 Oct
@alberello75 Yes, I buy gifts during Christmas.
1 person likes this
@dpk262006 (54812)
• Delhi, India
20 Oct
It is not expected that a representative from Amazon would give such a clumsy response.
1 person likes this
• United States
21 Oct
I was quite surprised. She seemed to be off and unprofessional.
1 person likes this
@dpk262006 (54812)
• Delhi, India
23 Oct
@infatuatedbby May be she was untrained or raw.
1 person likes this
• United States
23 Oct
@dpk262006 Perhaps.
1 person likes this
@LadyDuck (122389)
• Switzerland
20 Oct
It happens all the time with every company, people start to talk without checking. At least you get an additional promotional credit.
1 person likes this
• United States
21 Oct
I don't think it was worth being upset the remainder of the night. She kept making assumptions of me using the credits and I had to provide proof that all my purchases were used with my Amazon Gift Cards. Then, she pointed out an invoice and I told her I had a seller coupon promotion and sent her that along with proof that it wasn't even Sold by Amazon just fulfilled by Amazon. It was so frustrating and upsetting that she kept finding any way to tell me the credits have been used when they never had been!
1 person likes this
@LadyDuck (122389)
• Switzerland
21 Oct
@infatuatedbby Some people at the customer support are so annoying. They do not listen, they want to be right.
1 person likes this
• United States
21 Oct
@LadyDuck Certainly , sometimes they work just for the company and act like they own the company!
1 person likes this
@much2say (35425)
• United States
29 Oct
So much for customer service - I don't even know why she would make such assumptions in the first place. Well good that she at least added the $5, but the fact that this was rather not cool of her to get you angry when you were correct is .
1 person likes this
• United States
29 Oct
Yes, totally. I understand customer service can be frustrating but all I asked her was how do I use the promo previously applied to my account from the previous chat representative. And she sad "ok she'll look at the chat history" but she just kept assuming one after another. I totally rather not have her $5, and not be mad in the first place but it is what it is. Better than nothing. I suppose!
1 person likes this
@much2say (35425)
• United States
30 Oct
@infatuatedbby Sometimes I think they talk out of their butts . . . meaning they really don't know what they're talking about. Like they must have scripted answers sometimes - I don't know - but it doesn't make senses what they say. Yah, they shouldn't anger the customers - they just might not come back!!
1 person likes this
• United States
31 Oct
@much2say I absolutely hate the ones that talk as if they're reading from a script or monotone! Like common, just answer my question.
1 person likes this
@DianneN (59758)
• United States
22 Oct
It seems to happen a lot when shopping online. That's one of the reasons why I prefer to shop in stores. Glad she fessed up to you and gave you a little something for your time and inconvenience.
1 person likes this
• United States
24 Oct
I would have rather not been upset for the rest of the evening though! But I did end up using my credits toward a Canon Wireless Remote for my DSLR :)
1 person likes this
@DianneN (59758)
• United States
3 Nov
@infatuatedbby I don't like to be upset either, especially from idiots! Glad that credit was used wisely.
1 person likes this
• United States
5 Nov
@DianneN Yes !!! Some don't think before they think lol!
@teamfreak16 (36728)
• Colorado Springs, Colorado
21 Oct
Frustrating, but five bucks is better than nothing, I guess.
1 person likes this
• United States
21 Oct
Yeah, but I would rather have her answer my question!
1 person likes this
@teamfreak16 (36728)
• Colorado Springs, Colorado
21 Oct
@infatuatedbby - That's true.
1 person likes this
• United States
21 Oct
@teamfreak16 Instead I was upset for the remainder of the evening, totally not worth the $5 bucks but whatever.
1 person likes this
@Courtlynn (51122)
• United States
20 Oct
Oh wo I would have gone a bit off on her.
www.
1 person likes this
• United States
20 Oct
Luckily the chat wasn't too long, but I was super upset with her assumptions. She was clearly not doing her job, instead just kept saying excuses after excuses.
1 person likes this
@Courtlynn (51122)
• United States
21 Oct
@infatuatedbby yeah.. glad you got it handled.
• United States
21 Oct
@Courtlynn Thank you!
1 person likes this
@YrNemo (8679)
31 Oct
I didn't know that buying from Amazon could be that complicated. I bought from there now and then, but so far so good.
1 person likes this
• United States
1 Nov
Glad you experienced good things from Amazon ~ most part they are good =)
1 person likes this
@YrNemo (8679)
1 Nov
1 person likes this
@wongchoiyee (6585)
• Malaysia
20 Oct
What a staff this is? I don't like. I am sorry you feel this way.
1 person likes this
• United States
21 Oct
It's alright! After venting, I'm over it.
• Malaysia
21 Oct
@infatuatedbby yes it is.
1 person likes this
@1hopefulman (20386)
• Canada
3 Nov
What kind of customer service is that?
1 person likes this
• United States
3 Nov
I know right? Weird!
1 person likes this
@Srbageldog (5599)
• United States
21 Oct
That sounds frustrating.
1 person likes this
• United States
21 Oct
It certainly was.
1 person likes this
@dodo19 (28120)
• Beaconsfield, Quebec
20 Oct
It is definitely frustrating when you have to deal with this kind of customer service. I'd be very upset too.
1 person likes this
• United States
21 Oct
It sure was. She was just assuming one after another, without even checking herself.
1 person likes this
@Chellezhere (1165)
• United States
20 Oct
I spent twenty-seven years working in a call center environment. It doesn't matter whether the representative is taking phone calls or answering emails or instant messages (some do all three all day). Being a call center representative is one of the most stressful jobs known to man. That's because we are inundated with verbally abusive calls from callers each and every shift, and we are not allowed to speak up for ourselves because OMG, those hate-filled jerks may actually take their business elsewhere. So, not holding your cool with representatives doesn't help matters either. Of course, that does not excuse the fact that wasn't doing what you asked. But, please bear in mind that as a messaging rep, she was chatting with multiple customers at once. Perhaps it was a busy time, or she was new and got confused. Either way, she was only human, and she did do what was required by her employer by giving you that $5.00 promotional credit for the miscommunication and error.
1 person likes this
• United States
21 Oct
Being a call center representative or chat representative isn't a career for me. And, those who are and don't like their job, could find a different job. It isn't healthy to pursue a job one hates everyday. Everyone has off days which is understandable, but it isn't professional on her end to assume otherwise. She could have worded things like, it looks like the credits have been applied on an order you made but I will look into it and see. Instead, she just tells me the credits have been used. Then, I told her no - they haven't. She points out a different invoice, which isn't even relevant because I used my gift card! As a loyal Amazon Prime member for over 4-5 years, you'd expect better service than this. I am human also, and her telling me I used my credits - I have to defend myself and provide proof to each assumption she made. I saved the chat conversation and had my fiancé read it and he was upset for me + agreed $5 bucks is nothing. $5 is not going to reverse how it made me upset for the evening.
@TRBRocks420 (62343)
• Banks, Oregon
20 Oct
It can be very frustrating at times.
1 person likes this
• United States
21 Oct
Totally can be!
1 person likes this
@SIMPLYD (75375)
• Philippines
30 Oct
With that complaint, she will have a demerit from the management since each call is recorded and reviewed as to whether the online representative did it well or not.