Amazon Feedback

I ordered a $15 Firewire cable for a new video recorder. I ordered the wrong cable as it turns out. Interestingly this order was placed by an affiliate of Amazon and when I tried to ask if I could exchange it a few e-mails went unanswered.

A few weeks later Amazon sent me a survey asking me if I was satisfied with my order. My response was that the vendor didn’t respond to my two e-mails. I didn’t realize my response was now posted online, permanently.

Guess who called me a few days later. The vendor. They credited my card for the cable purchase and told me not so ship it back (for some reason they couldn’t exchange it) and asked nicely if I would have any issues removing my post now.

I tried to remove the post but couldn’t figure out how to do it. The vendor scrambled and it seemed like the whole company was researching how to do this. After a while they sent me detailed instructions on how to remove feedback (at my request).

This is amazing to me as I saw in action that a company not providing customer service to a $15 customer (granted I spent a thousand plus dollars on the video camera the same day I ordered the cable – just not from them) can break a company if you don’t provide good service.

I feel terrible that I cost this company business but at the same I marvel at how powerful the Internet can be. I wonder if there is a “pen is mightier than the sword” analogy for the Internet. Is it “The Internet is more powerful than the lawsuit?”

The whole incident amazes me and should teach us all that selling products in a world where there is an Internet – whether you sell online or not is very dangerous. You can’t take even your smallest customer for granted as sometimes these are the customers who can break your reputation.

  • Paul
    December 7, 2005 at 11:01 pm

    Amazon.com is one company I will NEVER recommend to anyone. I ordered 2 watches from their website for USD$1000. Great deal, but one major flaw: they shipped the wrong product! And even the replacement product was exactly the same — an error! Emails I have sent seem to not be read, as questions I ask are not answered and messages are word-for-word exactly the same reply after reply. Now they are even setting a deadline when I should return all products, to think I am the customer, and I am the one who was inconvenienced. They are willing to do a refund if I return all watches — but keeping $1000 over 2 weeks earns interest, and they do not want to compensate me for the opportunity cost and inconvenience cost. As a result, I’m filing a lawsuit in a small claims court to get properly refunded for the total amount (including interest accrued and inconvenience cost). I’m gathering information on who had the same experience, and any information would be helpful. Please email me at big_aristotle@hotmail.com. Thanks!

  • willow
    December 17, 2005 at 6:47 pm

    I’ve had excellent transactions at Amazon.
    Amazon is a selling venue. Your transaction was most likely with a vendor, not Amazon directly.
    Vendor quality varies. Always read the customer feedback for each vendor you consider buying from. Purchase from vendors with quality feedback.
    Amazon does guarantee your purchase with A-Z claims. You need to contact them within a certain time frame however.
    Fair Winds!
    ~willow~

  • Patrick W Deck
    January 19, 2006 at 10:56 am

    AMAZON.COM MAKES LOUSY DECISION!!!
    I have been a regular customer of Amazon.com for quite awhile and was truly shocked by their decision to use Bill Maher as their spokesman. The same Bill Maher who labled our soldiers in Iraq as Criminals and Cowards. My cat would have been a more intelligent choice!
    This inept decision is just as lame as AARP choosing Harry Belafonte as their Man of the Year. They couldn’t find anyone else other than BILL MAHER ???????
    This idiotic choice will definately affect my decision on making any future purchases through Amazon.com

  • Andrew
    April 23, 2007 at 3:02 am

    I just tried to buy something form Amazon but when I went to my cart it was so busy with invitations to buy other crap that I couldn’t find a button or link that would allow me to pay. All I could find was an invitation to sign up for the Amazon Visa to sve $30. Eventually I gave up and they lost a sale. I do’t need another credit card for all the money I would be happy to spend on Amazon, if someone on the other side of my computer screen eren’t so stupid.

  • AlmostRice
    May 14, 2007 at 2:48 pm

    Those feedback and kill a seller’s sales. That is why they actually resolved your problem quickly to get you to remove it. I have learned from selling on Amazon just to fix it first and let the buyer leave the comment they want.

  • Traci
    June 5, 2007 at 2:30 pm

    Amazon is truly horrible. I tried placing a cell phone order 5 times through their system. It was approved through Verizon and each time Amazon cancelled the order themselves and notified me afterwards. Not one Customer Service Rep new how to handle the situation or could explain why and did not provide one call back as promised over the week. Complaints and investigations were “forwarded on” to the right department with no response. At one point I was told the phone had shipped and three hours later received an email that the order was cancelled, AGAIN! After all was said and done, they flat out told me there was nothing that could be done and didn’t bat an eye when told they were losing a customer and that I would share the good news with everyone I knew. I have purchased from Amazon in the past with only ok results, but will not buy from them again. As a Manager in Customer Service for the past 10 years I was absolutely appalled at their service and lack of concern. Not one representative could offer any other solution than sorry. What a nice feeling it must be to be such a big company that you don’t have to care how your customer’s are treated or how many of them will stick around.

  • JOHN AIRLIE
    August 17, 2007 at 12:41 pm

    THANKS,GOOD+FAST DELIVERY

  • Annmarie
    September 11, 2007 at 8:47 pm

    I ordered a product through an Amazon vendor: Unbeatable-sale.com. I received the right item and on time. I was promised by Amazon and by Unbeatable-sale a $15.00 coupon (by email) as soon as I completed the vendor feedback. I completed both vendor feedbacks. All positive. I never received a coupon. I emailed the appropriate departments for BOTH Amazon and Unbeatable asking where by $15.00 coupon was. NO RESPONSE from either vendor. Nothing! No coupon(s). Very unprofessional!!

  • Carson Hagen
    October 11, 2007 at 11:47 am

    I have been using the other big online company from Southern California (the E name)
    for a few years, and decided to give Amazon a spin. I wasnt impressed with the transaction, and left a feedback. I decided to change the feedback but when this was attempted, it erased and wouldnt allow any other feedback to be posted. I called customer assistance and was told that once removed, you cannot post a different feedback. I told them the circumstances but was told that I was out of luck.
    Well, I just wont use them again. I suggested they change this aspect of their system and told them I wasnt going to use their system until positive changes were put
    into place.
    I never resolved the issue with the vendor;
    it wasnt worth the trouble. As for Amazon, tough luck to them. There are many other websites providing good competition and good products. I havent had a bad experience since and with common sense, likely wont. If Amazon had just posted that Feedback once left, cannot be updated, then this simple act could have prevented unhappiness and likely would have kept me coming back. Just post the logistics or rules! How hard is that?

  • Gregory N Savage
    October 31, 2007 at 4:26 pm

    Thank you to 47th Street Photo for their fast delivery and excellent ptoduct

  • Tom Mooney
    March 16, 2008 at 1:06 pm

    Amazon,
    For internet sales you are not giving any indication when the sale is finalized. You need to provide a response back that is clearer.
    Thanks,
    Tom Mooney

  • Sal
    July 17, 2008 at 5:14 pm

    I have used half.com before and not had any problems. I too usually use the other online bidding site with no problems. I was looking for a particular item for my dog and found Amazon’s site to have the lowest price. Amazon was listed as the “seller.” I received an email that it would be shipped today (July 17th) and was waiting for it to arrive today. This afternoon I checked the website since it did not arrive in the mail…much to my disgust they sent another email (TODAY) stating that the order has been canceled and my credit card will not be charged. No other explanation at all! I went back to their site thinking that maybe it was on back-order. Nope! It is still out there for the same “sale” price. What a joke. Sounds like typical bait & switch to me. I found another site that had a sale price only $2 higher than Amazon. It’s worth it not having to deal with the order being canceled for no reason. I’ll stick with the other sites, thank you. Amazon will not be getting my business.

  • Alex
    July 25, 2008 at 5:21 pm

    I find it’s very trick doing business with the third-party vendors on Amazon. Amazon tries their best to rectify the situation with their A-Z Guarantee but after you’ve had a few experiences that were total hassles (wrong orders, incomplete orders) it leaves a bad taste in your mouth.
    I bought a MacBook adapter from Sierra Enterprises and when I received it in the mail it had the part missing that allows you to plug the adapter into the wall. Instead of apologizing and offering to mail a replacement, they tried to make it look like I was lying. They have the worst customer service I’ve ever seen – if you can call rude, taunting e-mails and the refusal to admit they made a mistake ‘customer service’.
    I ended up ordering the adapter from Apple for full price with free shipping – the extra $30 was so worth it.

  • Michael
    October 5, 2008 at 10:38 pm

    I tried to oder on an demand video from Amazon only to discover there is no closed captioning support. Why in the world would they not bother to mention that? Could it be they make finding their customer support page nearly impossible to find so as to not ask for a refund? Is providing such a simple yet necessary service for some so expensive?

  • peter collins
    October 11, 2008 at 1:07 am

    i dealt with an inadequate,retarded person when trying to buy something at amazon.i reflected this in my feedback.i then received an email from the retards(thecookshop)saying..amazon had withrawn my feedback & then they went on to insult me.so obviously the feedback on amazon is not worth anything because if it is not positive they remove it.i forgot to mention i am still waiting for my refund!!!

  • Anne
    December 15, 2008 at 3:06 pm

    After trying unsuccessfully to change an order immediately after placing it, I went online to try and find an Amazon contact number. I found one that a customer had posted after much search. It was in Manila. When I explained and gave them the order number they said the only thing I could do was return it when it came in the mail. When I asked to talk to a supervisor I was not transferred. When I asked for the person’s name she hung up on me. The Amazon website says they have a “change order” button next to your purchase–FALSE. It is easy to place an order after they have your money they don’t care. I would not buy from them again.

  • Edith West
    May 27, 2009 at 7:42 am

    THANKYOU TO SOMETHING GOLDEN THIS WAS AN AMAZING SERVICE

  • Daniel Anadio
    July 3, 2009 at 12:06 pm

    Amazon inspires me to read , it’s better than a public library because the books are brand spankin new

  • Ruth MacGaren
    December 10, 2009 at 7:50 pm

    z

  • Ruth MacGaren
    December 10, 2009 at 7:52 pm

    I ordered Waiting on the World to Change from Ricky Brown and received it in a timely manner and in excellent condition. I would order from him again. Thank you Mr. Brown.

  • Ellen O'Brien
    July 25, 2010 at 10:44 am

    I have been asked by my aunt – who does not have access to a computer – to share with everyone her great experience with Amazon.com. A cousin of ours sent her a book she had been seaching for and it arrived at her door in perfect condition. My aunt wanted to make sure Amazon.com knows that she was thrilled to receive the book and again wanted everyone to know that it was in wonderful condition.

  • as seen on tv
    September 10, 2010 at 12:49 pm

    I ordered a product through an Amazon vendor: Unbeatable-sale.com. I received the right item and on time. I was promised by Amazon and by Unbeatable-sale a $15.00 coupon (by email) as soon as I completed the vendor feedback. I completed both vendor feedbacks. All positive. I never received a coupon. I emailed the appropriate departments for BOTH Amazon and Unbeatable asking where by $15.00 coupon was. NO RESPONSE from either vendor. Nothing! No coupon(s). Very unprofessional!!

  • jh johnston
    September 12, 2010 at 10:16 pm

    Merchant SKU…TRANSFORMER sent quickly, well packaged and arrived earlier than expected. brovo

  • Donald J Kostelecky
    September 20, 2010 at 9:05 pm

    I requsted “Grace Must” to respond to my missing stuff ” The House on Green Street” a couple of weeks ago and have not heard word one on the solving of this problem. Order number was 105 3342508 4265059. My e mail is listed and I would appreciate some sort of response from them. Will they do that please. Sincerely, Don Kostelecky

  • Janet Kolar
    September 21, 2010 at 7:35 am

    I ordered the book RAGGED PEDDLER and received a Pokemon paperback. They have no
    retrun instructions or contack email or phone number.
    How do I respond to get the correct book ordered ?
    This was sent from Heping Shi, 8169 Ridge Creek Way
    Springfield, VA 22153
    Thank you for any assistance, Sincerely Janet Kolar

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