Rae (sanctummysteria) wrote in bad_service,
Rae
sanctummysteria
bad_service

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Amazon.com

The Setting:

Back in December, I had ordered an Amazon.com gift certificate for my Husband's birthday. I had ordered it December 30th, for next day e-mail delivery. He checked his mail and found nothing. Confused, I checked their website. What I found was that sometimes there is a delay. Okay. No problem.

January 4th rolls around, still no gift certificate. I decided to call their Help Desk to find out what was going on. The Rep had told me that it just never went through. Okay, things like this happen. I asked what I could do, and he informed me to cancel the first one and resend it a second time. I asked if he could cancel it over the phone with me. Sure! That's taken care of. I hop onto their site, refill out the form etc., and hubby gets gift certificate the next morning. Everything good at this point.

Let me point out that the original $50 was never taken from my account, and I had the Rep's word that it was cancelled, and even on the site, it said previous order was cancelled.

The Bad Service:

This morning (June 1st) I open my Gmail account only to find an e-mail from Amazon.com stating that this is a copy of my gift certificate I sent to my hubby. Strange, but okay... I'm thinking maybe a mailing mishap. I read through the e-mail and I got this sinking feeling that somehow they reissued it.

So, I pop on over to my Bank's website, log in and notice that $50 was removed from my account. I'm pissed at this point, as I never authorized this second gift certificate (especially in June, when hubby's birthday is in December!)

I use Amazon.com's Help Desk again. This time making note of time, date and Rep's name.

Brian: Thank you for calling Amazon.com, my name is Brian, how may I help you?
Me: (goes over situation)
Brian puts me on hold for a moment. Comes back on line: Well there were two orders placed. On the 30th of December and the 4th of January.
Me: Yes, that is true, but as I explained, the one placed on 12/30 was never issued. I had called about getting it fixed and the Rep said it was cancelled and to go ahead with a second certificate.
Brian: Well he never cancelled it.
Me: That's crap. I'm sorry, but it was my understanding it was cancelled and taken care of.
Brian: What would you have me do, ma'am?
Me: Please, recredit my account and toss the certificate. The certificate issued on January 4th had already been redeemed and there is no authorization for this one today.
Brian: Okay, I'll have that taken care of today and send you an e-mail when it is done.
Me: Thank you very much.

Now, Brian, was helpful. My beef is with the first Rep for lying to me. We'll see if they truly credit my account back...

Crossposted to sanctummysteria
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