Chat support is umm... not very good lol
I spoke to so many people now, I've lost count.
Summary:
I ordered an item Dec 13th, prime shipping, it never shipped, item was and still is in stock. https://imgur.com/a/TTGzRGV Ive never seen a prime item stay on "Not yet shipped" that wasnt a preorder or out of stock.
First 3 people I spoke to 10-14 days after the order, said the issue was the item was coming from a far fulfillment center, but this makes no sense. Ive ordered 500+ things on amazon, and never experienced this. If it was coming from somewhere further, it would still ship.. Anyways they would insist it was all good now and they upgraded to express shipping.
Next person blamed it on billing and insisted I call my bank, Ive used same CC on amazon forever, never an issue, bought 12+ things since Dec 13th successfully. To prove my point during the chat I ordered an item to show him, and it went to shipping right away.
I spoke to a manager after the billing guy cause I got a bit irate at him sending me on a wild goose chase. Manager blamed it on a technical glitch, said it would be fixed and ship. It never was. Manager disconnected me from chat after because I didnt believe him.
I spoke to another agent after the manager, he said he would escalate it internally. A week later I never heard anything, still not fixed.
I spoke to another person 3 days ago, they said its fixed now and in a fulfillment centre near me and would ship in 48hrs. It didn't.
I spoke to a bunch of people today... below is the transcript:
Me: ORDER # ###-#######-####### (removed just incase) This is now the 7th time I am talking to someone about this. I ordered this item on Dec 13th (FOR XMAS!) with 2 day shipping, it has NOT SHIPPED YET. It was in stock when I ordered it, and has said it was in stock the entire time afterwards. Everyone insists its fixed everytime I talk to someone and says itll ship shortly, it never does. You are now connected to Shalini from Amazon.ca Shalini:Hello, my name is Shalini. I'm here to help you today. I'm really sorry for the trouble. I can surely help you with this. Could you please confirm your order number?
Me:It is in my message
Shalini:Thanks for confirming. May I place you on hold for 2 to 3 minutes while I check this for you?
Me:Yes
Shalini:Thanks for waiting.
Me:Yup
Shalini:Upon checking I see that there is an technical issue with your order. In this case, I've cut ticket for the issue. The issue will be shipped soon and delivered to you soon and you'll receive confirmation email once the issue is fixed.
Me:I have heard similar thing 6 times already, I leave chat, wait a few days, and its never shipped. I have been told it will be escalated to an internal team to fix, blah blah blah, nothing ever happens You can read the previous chats if you would like I have made new orders for same item too, and they never shipped
Shalini:I’m sorry you’re disappointed with the information we’ve previously provided. This is the best solution we can offer. Let me connect you to a member of the team that will best be able to help you with this. It will only take a moment. A Customer Service Associate will be with you in a moment. You are now connected to Aishwarya from Amazon.ca Aishwarya:Hello, my name is Aishwarya. Please give me a moment to review the previous correspondence.
Me:Sure Aishwarya:I'll have to transfer your chat to our concerned team who can assist you further. Please stay connected while I transfer this chat. A Customer Service Associate will be with you in a moment. You are now connected to Daneal from Amazon.ca
Me:Hi
Daneal:Hello, my name is Daneal. Please give me a moment to review the previous correspondence.
Me:yup
Daneal:So you didnt receive your order?
Me:It has not shipped I ordered it on dec 13th, prime shipping it has never shipped you are the 8th person I spoke to everyone says itll ship in 2 days because they "fixed" it it never ships, it was in stock when I ordered it and has remained in stock the entire time You can read previous chats too if youd like Ive replaced the order (but cancelled after) many times too as instructed by a previous agent
Daneal:Let me have you transferred to the retail queue ok.
Me:Sure, but someone just transferred me to you... what queue are you?
Daneal:Product support.. A Customer Service Associate will be with you in a moment. You are now connected to Vishnu from Amazon.ca
Vishnu:Hello, my name is Vishnu. Please give me a moment to review the previous correspondence.
Me:Yup
Vishnu:Thanks for waiting.
Me:Yup
Vishnu:Is this the item ?
Me:ORDER # ###-#######-####### Babycakes Multi-Treat Baker
Vishnu:I'm sorry that your order hasn't been shipped yet. In this case, let me try to change your shipping method.
Me:They already changed it to express many times, you are now something like the 10th person I spoke to No matter what shipping method it was before, it was ordered over 3 weeks ago, and has not shipped.
Vishnu:I'm sorry for the inconvenience. In this case, I can help you cancel the order. you are welcome to place anew order and I'll compensate for the inconvenience. Is that okay ?
Me:I want this item What is wrong with this item that no one can figure out why it wont ship?
Vishnu:The order is not shipped due to some technical difficulties in the inventory. I don't want to keep you wait any longer. That I why I suggested to cancel and place a new order.
Me:A new order of same item? or are you suggesting I find a different item? Previous people have mentioned the technical difficulties, but also said they "fixed" it, clearly they did not. Is the item not really in stock but is showing in stock? Another person told me my order was glitched and to make a new order for same item, that is why I am unsure what you mean, cause Ive tried that multiple times with no luck.
Vishnu:I'm sorry for the previous agents.
Me:Its ok
Vishnu:But this is the best option to get the item sooner. I'm sorry if I'm not being helpful.
Me:I wont cancel the original order, but I will make a new one, if that is what you are suggesting
Vishnu:I just want to help you Chris.
Me:but I dont think itll do anything
Vishnu:But I suggest you give it a try.
Me:I just did, ORDER # ###-#######-####### it says "Not yet shipped" too which never happens for normal items something is wrong with that item Anything else we can do?
Vishnu:Let me look.
Me:The email also says this "Your estimated delivery date is: We'll notify you via e-mail when we have an estimated delivery date for this item. It will ship separately. You can cancel at any time." Which never happens either
Vishnu:In this case, I suggest you wait for 2 business days and I'm sure that your order will be shipped. Or else you can try to change your address to a postal address .
Me:I can wait and see again. I will try ordering to post office, but I doubt that is it, Ive never had an issue like that before.. and I order lots.. too much. But I will try. Thanks
Vishnu:You are welcome. Is there anything else that I can assist you with?
Me:No
Anyone experience anything like this? any advice? this has been painful. Do amazon chat employees have an expected handle time they have to maintain? I am convinced it's a race to get me out of the chat or send me to someone else.
Sorry about formatting if you see this right away, I am submitting and editing after I see what it looks like.
Obviously the solution at this point is just to buy something else, but I am stubborn and overly invested already, I need this stupid babycakes baker now haha.
The person this xmas gift was for, her bday is in March.. maybe I will have it by then haha
Also as annoyed as I am, Vishnu did a good job tho, despite no solution, he/she tried and unlike basically everyone else I spoke to didnt just boot me or send me away. AND he/she gave me a sincere apology.
Anyone want a babycake maker thingy when 85 of them show up at my door?