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| - I've been a prime member for over a year and was very happy with my service from this company until the month of September 2017. I am aware of some changes going on in the company because of friends and family who are in the Mergers and Acquisitions position of large companies including Amazon and their business partner, but I am completely upset with how Amazon is functioning as a whole currently. I ordered a very large amount of items on this past Friday morning and have had nothing but problems since Friday morning which has lead to a stressful weekend where I have been left with a negative amount in my bank account because of the errors of multiple different representatives leading to multiple recharges.
I stated that these issues have been going on all month. It started when I became aware of the ability for Amazon to deliver wine now so I ordered a package from Apothic (which I have been so grateful to have this weekend while snuggled up on my couch watching a comedy to try to erase the stress that Amazon created this weekend for me). The original shipment showed up right up in time for a dinner party that my husband and I were hosting, but when I opened the box, the bottles had popped open during shipment. I was so disappointed, but had food in the oven and guests set to arrive so I turned it off and raced to the store to pick up a replacement. The next day I spoke with a rep who was AMAZING! She had the problem fixed in 5 minutes on a Saturday. I wish I remembered her name, but it escapes me now after 3 weeks.
Another issue happened last week when I ordered a book for a book club which was coming in with 2 day free shipping. It was delayed so it came in on day 3. Not a big deal, the club doesn't meet until Thursday and it ended up getting in on Wednesday, I noticed and was let down for the second time in a month which lowered the integrity of Amazon in my book.
The most recent problem included an order being placed where I was accidently charged for 2 day shipping despite my prime membership and when I called to tell them about the error, they recognized it and told me they fixed it immediately. That night I went to bed early and heard my email go off a few times, but needed the sleep so I didn't check it until the morning when I woke up to a negative balance in my account after being triple charged in addition to being overcharged the shipping. I called right away and the new rep Stephanie said they never reimbursed me, they just charged me the correct amount and there must have been an error which caused it to happen twice. So said she would have it fixed right away and that it would take 3-5 days because of my bank, but if I went in person that they can expedite the release of the reimbursement.
So I go to the bank without an appointment on a Saturday morning (I'm sure you can guess how that went...) and an hour of waiting later and 30 minute of speaking with a rep who was completely transparent I figured out that they never authorized the reimbursement. I'm irritated, but busy so I don't have time for another call so I use the chat to ask someone to email me so that I can include pictures and write formally to discuss the issue (I hate using chat or text because it is so hard to have a good discussion without paragraphs and proper punctuation use). No one responded. So I call today after church (turned to a James 1:2-3 and praying for patience while on hold) and the "supervisor" who ended up helping me was a terrible representative of the company. Come to find out she is not a supervisor and was pretending to be one. I found this out when I called back and finally got a "resolution specialist" and I could hear the woman, Jessie, complaining about me in the background. When she finally shut up (after my rep had a stern conversation with her), I was able to communicate with the new rep and the issue was resolved within 15 minutes. He even explained exactly what errors caused this problem so I wasn't left confused by what had just taken place and with no answers.
The charges are still keeping me in the negative at the moment, but now I have email communication outlining a resolution plan and it should be resolved tomorrow morning when the bank opens. I will stay an Amazon prime member for now, but even the smallest issue going forward will lead to my cancelation of my membership as the way I was treated by several reps cannot be fully remedied by the competence of one rep. Just because the last person I spoke with was a great rep, doesn't make Amazon a great company and clearly their employee training needs work.
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