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Fwiw...this reminded me I had a package ($90) not show up this week. I used their completely automated system and got refunded in 5 minutes. Message even says "

Fwiw...this reminded me I had a package ($90) not show up this week. I used their completely automated system and got refunded in 5 minutes. Message even says "if you find the package you can keep it." I think you need a lot of examples to draw any conclusions and self-reporting is going to be almost entirely negative experiences.

ksec 3y ago
Unfortunately a lot of these benefits ( So to speak if you do received the package ) are never really being told publicly. One of thing that most on people on the planet, including those on HN dont realise is just how hard logistics are in real world.
EA-3167 3y ago
They have some real upsides, the Amazon return policy being one of them. They also have a huge problem with counterfeits, abusive resellers, rigged voting and so on. The existence of their best point doesn't obviate the existence of the sort of behavior that should lead to sanction, regulation, and reform.
shepherdjerred 3y ago
I'll share my anecdote: a few weeks ago I ordered hooks for hanging up lights ($25). The package was marked as delivered, but nowhere to be seen. I don't have a problem with package theft, so my guess is that it was delivered to the wrong address or something. I went to Amazon's site and tried to report the issue, but, at least for that item, there was no automated way to report a package as "not delivered".
- johngossman 3y ago
  Good point. There was a very non-obvious "Get Help" button which led to a non-obvious "Get More Help" link which led to a "Call me" button. But they called instantly once I got there
- wahnfrieden 3y ago
  It’s there they just trick you. Don’t go looking for the option starting from your order details. Instead start from the general support chat and say the automated response didn’t help you and you need more help.
gnicholas 3y ago
I have had some amazing experiences with Amazon CS, but mostly meh ones. Usually I have to spend 10-20 mins sorting out an issue that was not my fault (package never arrived, return never arrived at their warehouse after I dropped it at UPS), and at most they give a $5 credit for the trouble. But then there was one time where I literally got hundreds of dollars in refunds for a screw up on their end. I didn’t even ask for it — their guy volunteered it and I couldn’t believe he was serious. But he was: he refunded me for a dozen or so purchases to make up for one (expensive) item that was delayed past a birthday that it was supposed to be for. I got the item for free, and then some.
happytoexplain 3y ago
This is a result of their lax quality (flooded with ad hoc businesses selling garbage, counterfeits, inaccurate listings, etc). When you go that route and you're the size of Amazon, it actually makes more sense to completely side-step having to deal with the flood of customers unhappy with all these problems. Just give them their money back. Don't even bother trying to get the product back if it's missing. As a bonus, you get an image boost. It's more efficient than having a process to case-by-case deal with the results of their completely abandoning quality/trust at the point of sale.
blibble 3y ago
if you hit a situation where the automated system handles your case then you're fine if not, you are screwed, because the customer support is worse than useless, it's infuriating

ksec 3y ago

Unfortunately a lot of these benefits ( So to speak if you do received the package ) are never really being told publicly. One of thing that most on people on the planet, including those on HN dont realise is just how hard logistics are in real world.

EA-3167 3y ago

They have some real upsides, the Amazon return policy being one of them. They also have a huge problem with counterfeits, abusive resellers, rigged voting and so on. The existence of their best point doesn't obviate the existence of the sort of behavior that should lead to sanction, regulation, and reform.

shepherdjerred 3y ago

I'll share my anecdote: a few weeks ago I ordered hooks for hanging up lights ($25). The package was marked as delivered, but nowhere to be seen. I don't have a problem with package theft, so my guess is that it was delivered to the wrong address or something. I went to Amazon's site and tried to report the issue, but, at least for that item, there was no automated way to report a package as "not delivered".

johngossman 3y ago
Good point. There was a very non-obvious "Get Help" button which led to a non-obvious "Get More Help" link which led to a "Call me" button. But they called instantly once I got there
wahnfrieden 3y ago
It’s there they just trick you. Don’t go looking for the option starting from your order details. Instead start from the general support chat and say the automated response didn’t help you and you need more help.

gnicholas 3y ago

I have had some amazing experiences with Amazon CS, but mostly meh ones. Usually I have to spend 10-20 mins sorting out an issue that was not my fault (package never arrived, return never arrived at their warehouse after I dropped it at UPS), and at most they give a $5 credit for the trouble. But then there was one time where I literally got hundreds of dollars in refunds for a screw up on their end. I didn’t even ask for it — their guy volunteered it and I couldn’t believe he was serious. But he was: he refunded me for a dozen or so purchases to make up for one (expensive) item that was delayed past a birthday that it was supposed to be for. I got the item for free, and then some.

happytoexplain 3y ago

This is a result of their lax quality (flooded with ad hoc businesses selling garbage, counterfeits, inaccurate listings, etc). When you go that route and you're the size of Amazon, it actually makes more sense to completely side-step having to deal with the flood of customers unhappy with all these problems. Just give them their money back. Don't even bother trying to get the product back if it's missing. As a bonus, you get an image boost. It's more efficient than having a process to case-by-case deal with the results of their completely abandoning quality/trust at the point of sale.

blibble 3y ago

if you hit a situation where the automated system handles your case then you're fine if not, you are screwed, because the customer support is worse than useless, it's infuriating