Dear Amazon, I am writing to you to raise a formal complaint regarding a member of your...

GetHuman2036119's customer service issue with Amazon.com (UK) from January 2019

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The issue in GetHuman2036119's own words
Dear Amazon, I am writing to you to raise a formal complaint regarding a member of your customer advisor team.* *I called Amazon on Wednesday *th January ****, at approximately **:** hours and spoke to a Rochelle. Though an no time was Rochelle rude, she lacked the basic skills required of a good customer service provider, which is listening to a customer. On several occasions during the conversation, Rochelle spoke over me and I pointed this out to her, though she continued to do so. I was left feeling frustrated, not heard and my query not resolved. I asked Rochelle some very basic questions seeking primarily a yes or no response, which she failed to provide. I would recommend you listen to the conversation should it be recorded. I do confirm that Rochelle was not rude, however she lacked the essential ability to listen to a customer, not talk over them and to respond directly questions, which I repeated on more than one occasion in case she had not understood what I was asking.* *I was actually left so frustrated that I asked Rochelle to put me through to a supervisor or manager. After putting me on hold for at least * minutes, Rochelle came back to me to say the supervisor was busy but will call me back. To ensure that Amazon had my correct contact details, I asked Rochelle to repeat my contact number to aid the call back, which she did correctly. Rochelle also confirmed that the supervisor would call me back within the hour. Almost ** days later, I await the mysterious call back! * *The level of service I received in this interaction with Amazon is not acceptable. I would like to Amazon to investigate the matter fully as detailed above, listen to the recordings of my conversation with Rochelle and take the appropriate action in ensuring good customer service training is provided to Rochelle, so such conduct is not repeated. I would also like you to investigate why a supervisor did not call me back and confirm with me in writing, if indeed Rochelle had escalated my call to a supervisor, or had she just told me that she had done so in order to pacify and end the call? If indeed Rochelle did not escalate the matter, then I would urge you to deem this as a disciplinary offence as I am sure Amazon policies do not encourage that customers are lied to. If the call was escalated to the supervisor, why did I not receive a call back? What action will be taken against the supervisor for not calling back a customer? I would like your response to each of these specific matters in writing please.* *I did manage to subsequently sort out my issue independently via the internet, however, I felt compelled to raise a formal complaint, seek a full written apology for my treatment and seek any gesture of goodwill Amazon feel fit to offer.* *I look forward to hearing from you

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Amazon.com (UK)

Customer service issue
Reported by GetHuman2036119
Jan 25th, 2019 - 2 years ago
Not resolved
Seen by 10 customers so far
Similar issue to 10765 others
0 customers following this

Timeline

GetHuman2036119 started working on this issue
Jan 25th, 2019 9:58am

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