Amazon Order Issue

Wiki Ideas and Suggestions
1

Amazon Dose Not Back Their Order Fulfillments

I purchased the Smarthings HUB for $75 then without notice AMAZON cancelled the order without any explanation. It is more absurd that the seller was Amazon yet she told me it was canceled by the seller. They would not except the fact they were being shady. I’ve always been a huge fan of Amazon but starting to rethink my decision. I also posted the chat below as a review and they declined my review. Yes good old fashioned silenced by the people controlling their true publicity.
Here is the copy of the chat. The order was fulfilled by AMAZON.
Me: my samsung smart things hub was cancelled, I did not cancel this order.
You are now connected to Amazon from Amazon.com
Me: order #xxxxxxxxxxxxxxxxxx
Amazon: Hi, my name is Pradeep from ​Amazon Chat Support. How may I help you today?
Thanks for the order number.
Me: Never canceled the order
Amazon: Would you mind if I put you on hold for two to three minutes while I check this for you?
Me: ok
Now it went up to $100 I bought the unit at $75
Amazon: I’m sorry to keep you waiting. I’ll just be a moment longer.
A member of our Pricing will be the person to assist you with this issue. Please stay online while I transfer your chat to our specialist team. It will only take a moment.
Me: ok
A Customer Service Associate will be with you in a moment.
You are now connected to Sneha from Amazon.com
Sneha: Hello, please allow me a minute while I go through the previous conversation.
Me: ok
Sneha: I’m sorry we do not price match. We work hard to find the best prices and match them for all customers. With the exception of TVs, Amazon.com doesn’t offer post-purchase adjustments.
Me: Not sure what that has to do with my issue? My order was canceled and I did not cancel
It was scheduled for shipping earlier this week and I just checked and it said it was canceled…
Just tell me who canceled it, the seller or amazon?
Sneha: It was the seller who cancelled the item.
Me: why?
Is that allowed?
Are you going to discipline the seller? I dont have time to buy things on amazon and rely on purchase then get jerked around.
Not HAPPY!
Sneha: I completely understand your concern.
Me: YOUR SYSTEM DOSENT EVEN SAY WHY IT WAS CANCELED YOU NEED TO FIX THAT!
Sneha: In this case we need to contact the seller regarding this issue.
Me: If I was AMAZON I be upset that I have vendors that cant deliver orders.
Sneha: I’m sorry about this situation. However, It has been our long-standing approach not to offer post-purchase price adjustments except on TVs.
Is there anything else I may assist you with today?
Me: This has more to do with price. This type of behavior reflects on your business model.
Sneha: I completely understand your concern regarding the price. I’m so sorry, but we can’t offer any additional insight or action on this matter.
Me: I will purchase from other source since I tell Im not getting the service I pay for.
Just sad
I’ll be sure and let the reviews reflect this disappointment
Sneha: I understand your frustration. I’m so sorry, but we can’t offer any additional insight or action on this matter.

2

That’s odd right there alone. Sounds like you got India caller services.

I had an order that never arrived. One phone call and the nice lady with a very pronounceable name fixed the issue. She canceled the order, had me place the items back in the cart but they were not the same price. In a couple of minutes she was able to lower the price to less than my original amount.

3

I think if Amazon wants to use chat support as an option it should prove to be a seamless customer support channel. It should not be less capable than picking up a phone to make things right. I just want others to know so they can have a heads up.

4

Are you sure the seller was Amazon? Or was it just a “fulfilled by” Amazon item?

2 Likes
5

I’m also confused from the OP’s description.

In my experience Amazon usually goes to pretty great lengths to compensate buyers when there’s an issue with an order on an item that’s sold directly by Amazon. If it’s a marketplace seller, then you’re kinda stuck with whatever that seller is willing to do for you (or not). You can leave negative feedback for the seller I guess.

Sorry it didn’t work out for you, consider waiting til it goes back on sale? I wouldn’t be surprised if they did that again soon for Black Friday or something.

6

It says ships from and sold by Amazon. Sorry for the late reply. THANKS for the feed back guys.

7

I am going to tag @Aaron on this. I typically find Amazon sales support to be really good.

8

It sounds like there are a few different things going on here. @Technine I’m going to DM you shortly with some info and a couple questions. Hang tight