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Disclaimer: used to work for Amazon a long time ago I'm a little surprised to hear this as Amazon has only ever been a fantastic CX when it came to returns and
by djtango 4y ago
Disclaimer: used to work for Amazon a long time ago
I'm a little surprised to hear this as Amazon has only ever been a fantastic CX when it came to returns and this was by design from the early days.
That said, I can see a confluence of factors coming together - Amazon is needing to shore up costs as its share price is being hammered. This would lead to customer service being squeezed (or automated) and more stringent returns policies.
Also in the UK the cost of living crisis is def causing a measurable uptick in crime presumably at every node of the logistics pipeline, from picking & packing through to delivery and in the window between delivery and customer receiving the package.
In London package theft is a huge problem atm and wouldn't be surprised if this was a deliberate bait n switch rather than benign accident
- throwaway173738 4y agoA lot of the CS issues I’ve had with Amazon started during the pandemic and I’ve since stopped using them. Stuff was always a day or two later, or it would disappear entirely for a few days. Contacting CSRs usually wouldn’t even understand my questions and would repeat the same few options like robots. The last straw was when someone delivered an empty package to my front porch and the CSR asked me to return the item for a refund.