I ordered a loft bed with a slide for my * year old grandson. I ordered it prime so he...

GetHuman-pclouse's customer service issue with Amazon from December 2018

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The issue in GetHuman-pclouse's own words
I ordered a loft bed with a slide for my * year old grandson. I ordered it prime so he would receive it when we were planning a “surprise” to visit him and his parents in Knoxville, TN (* hours away) I received a message saying the bed wouldn’t be there Wed but Thursday...which was inconvenient. (The daughter works and was taking off to meet the delivery truck each time it was promised to be there). We wouldn’t be there til Friday so no worries. I received a message the bed would be delayed. Again. Now we are there and I received a notice the bed had been delivered to the local carrier (in Knoxville). I assumed the bed would be delivered that Saturday...which would have been fine because we were still there. (Our attendance can be proven on my Facebook page (Paula Clouse, as well as my daughter in law’s page, Leah Clouse). No delivery. Again. **Frustrated, I started a chat with Amazon Prime customer service (I have kept screenshots of these chats with all (FIVE) of the customer service reps (none of whom spoke English as their first language). To make a very long and frustrating story short, I spoke to each rep, stating I was disappointed in the prime service and could they check to see when the bed would be delivered, as I had gotten a message it was actually IN THE TOWN where it was intended to go. Chat rep * was zero help and offered me a $* gift card for my trouble. Uhhhm. No thanks. Chat reps * and * allowed me to share my concerns, but offered me replacement or refund? I told them replacement wasn’t needed because the bed was where it needed to be. It just had to be delivered. And ordering a replacement would NOT be quicker, would it? I was guaranteed by one rep the bed would be delivered Sunday. I asked if UPS delivers on Sunday? I received an exasperated “Yes, Paula” so I said I didn’t think that was accurate and BOOM! Another rep gets on the line. Starting the questions all over again, “Do you want a refund or a replacement?” to which I again said THE BED IS THERE, I do NOT want a replacement but instead I wanted the bed delivered or a refund for my anguish and trouble. I was told I could not get the bed because it was lost. Lost?!? I had a notice stating it was THERE. NO. ITS LOST. Replacement or refund? I told him I wNt the boy to have s bed so I guess a replacement will be necessary. He GUARANTEED the bed would be there by Wednesday, which is a moot point now because we came home on Sunday. I would like a credit to my account. Every rep ended their time by persistently asking “will this be helpful” which, up to this point, I had not answered YES because I felt NOTHING that had transpired so far had been helpful. Chat rep number * got on and asked if they could help and I told them I’d like a refund so I could order the bed from someone else. Well, a replacement had already been ordered so no refund could be given. (I didn’t ask for a refund I asked for a credit on my account for the missed work hours, countless hours spent trying to resolve the issue, etc etc). They asked the question, “Was this helpful” to which I answered a resounding “NO”, lost my will to live and left the chat. **The bed was delivered Wednesday. (I suspect this was the “lost bed” and just needed to be loaded on the truck and delivered.) **I requested a refund on the replacement bed because I didn’t know how else to resolve this matter. I do not know if my son or daughter will be able to do a UPS pick up or drop off since they both work and have no way to transport bed or meet the delivery truck without more missed work. **My grandson has his bed, but the reason I ordered from Amazon Orime is because the service has always been exemplary. I’ve NEVER in all my years of dealing with Amazon had so much difficulty getting an order. AND because it’s Christmas I would have been okay with the one or two day delay. I deliberately ordered the color (white) that was in stock so there would not be a delay in shipment. (We really wanted the red one). **SO at this point? I am ready to leave a negative review and discontinue my Amazon prime account as well as destroy my Amazon credit card. I’ve always loved Amazon’s service and prices and I have been a great fan for years. This situation could be a deal breaker for me however. **Please credit the cost of the bed to my account.
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Amazon

Customer service issue
Reported by GetHuman-pclouse
Dec 6th, 2018 - 6 mons ago
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Dec 6th, 2018 2:25pm
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