To Whom it May Concern,**My name is Edward Hurst Peacock and my business account is Com...
GetHuman-drpeacoc's customer service issue with Amazon from August 2018
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The issue in GetHuman-drpeacoc's own words
To Whom it May Concern,**My name is Edward Hurst Peacock and my business account is Complete Care Chiropractic. **I’m writing about Order* ***-*******-*******.**We purchased this item on June *th, ****. I don’t remember when it was originally supposed to arrive, but it did not arrive by the advertised date, we contacted the seller with no response, so we initiated a refund on it.**Shortly thereafter, the seller contacted me directly by phone (which I now understand he was no supposed to do, but didn’t think anything about it at the time), said he had the drone in stock and that he could have the item to us by the following Wednesday at the latest. I agreed to that time frame and thought that this was all happening through Amazon (I literally thought I was speaking to an Amazon employee at the point), so it didn’t occur to me that the refund initiation would continue to be processed. I didn’t differentiate at this time between a “Fulfilled by Amazon” item vs a *rd party fulfillment.**(And btw, I’m sorry, but I don’t remember the exact dates of all of these events. I remember Wednesday only because most of the reason we purchased the event in the first place was to use it to shoot footage of an event we thought we could use to promote our office over the *th of July week. If it actually arrived on Wednesday, we would have time to learn to use it by then, so by process of working the dates backward, that would most likely have been the **th of June, ****.)**Anyway, the drone again did not arrive on time. We finally got it on Monday, the *nd of July, ****. We did nothing with it on Monday, as we were extremely busy trying to get ready to take half of Tuesday through the rest of the week off for the holiday. On Tuesday I asked for an assessment by my employees as to whether the drone could be updated and we could learn to use it in time to shoot the original footage we had planned to shoot over the *th week (that answer was a definite no), and also whether they thought it would be useful to keep even if we weren’t going to be shooting that footage. I left town for the rest of the week with an employee literally sitting on a therapy table fooling with the drone and researching whether he felt like it would be useful.**Also on that same day (I believe…maybe it was on Monday), the refund initiation completed itself and we got a refund for our purchase. I don’t remember if I was even aware of this at the time that I left town.**At this point the seller began harassing us. Threatening to call the police because we had received a refund and the drone on the same day. He called my phone over the holiday and I told him that I was out of town and would have to attend to the matter on Monday when we returned to the office.**On Monday when we returned I informed him that the decision was that we no longer had sufficient need for the drone to keep it since we had missed our *th shoot.**Amazon requested that he issue a pre-paid shipping label to have the item returned to him, and he refused to do so. All he was interested in at that point was accusing us of defrauding him.*Again, I’m not sure of the exact time frame, but sometime over the next several days we finally were issued a shipping label by Amazon. And this is where things become complicated.**The representative who handled this shipping issued a return shipping label based on ANOTHER item we had recently purchased. I believe it was one or more electronic tablets.**She told us that the drone would use that shipping label to be returned to an Amazon fulfillment center, and from there it would be returned to the seller.**We did as instructed by Amazon, printed out the shipping label sent to us, and mailed the drone.**Keep in mind that the entire time this is happening the seller is harassing us and threatening us. **Time goes by. More time goes by. We don’t hear anything from Amazon. Finally we call customer service again, at which point we are told the following:** The seller would be reported for making threats and we are advised not to correspond with him again.*The decision to ship the drone back to a fulfillment center was a complete mistake and we never should have been instructed to do so (yet…we were).*The process to find the drone at the fulfillment center could take *-* weeks.*Once the drone is found at the fulfillment center it will NOT be sent back to the seller, it will be sent back to us for us to send back to the seller.**After a couple of weeks, we start getting a call from Amanda (always Amanda) with Amazon Customer Service asking if we’ve received the drone yet. Every Thursday we get this call and we realize that now, but the first time she called we thought, “Hey, they’ve mailed it and are checking on it—it’s got to be coming soon!”**But still no drone.**After the *nd or *rd time Amanda called we asked her, “Why don’t you just check the tracking number to see where it is?” She claimed that there was no way for her to access a tracking number, which we thought was odd.**Well, this Monday rolls around and the seller begins threats again. And although he denies it, I believe he also began sending anonymous harassing communications through our company website.**So I spoke with an Amazon customer service supervisor last night and began to understand that no one knows where this drone is, and no one expects it to be found at this point. And no one seems to care, either.**So…today I consulted with my attorney, and she agrees that this turn of events is unacceptable. **We followed Amazon’s instructions, and as a result of doing so we’ve got a seller who is targeting us with criminal charges (he still thinks fraud was committed, although I think he believes now that Amazon conspired with me to commit it), civil action, and general harassment.**Amazon can’t tell someone to ship an item that was purchased through an Amazon store someplace, lose it, and then shrug their shoulders and walk away. The item has to either be found and returned, or Amazon must reimburse the seller for the lost item. Amazon lost it.**I have screenshots documenting an Amazon representative admitting that the mistake was Amazon’s mistake. I have witnesses documenting at least two other times that the same was confirmed verbally.**I’m standing by awaiting your response. **Thank you, **Edward Hurst Peacock
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