Most people call Amazon's 888-280-4331 customer support number to troubleshoot order delivery issues such as delayed deliveries, missing packages, or broken/damaged items. As soon as you call, you're greeted with an automated recording that requires account verification. Amazon sends you a text message to proceed with verifying your account and you'll have to reply to their text with the word 'yes.' This allows Amazon's support team to access your orders.
After this verification, you'll be asked to say exactly what you need help with, and you're not given a menu of options unless you specifically ask for that. Since I was waiting for a delayed delivery, I said the words 'package delivery' to receive assistance.
The automated system instructed me to say which order I needed help with, so I replied with one item in my order, which actually contains a few different things. The system confirmed that I needed delivery help with this item and placed me on a brief hold to connect me with a customer service rep. In less than five minutes, I was transferred to someone who asked how they could help me.
After explaining my dilemma with a delayed delivery, the rep accessed my account to try to discover the cause of the delay. Apparently, my order was stuck somewhere and had not even shipped yet, though it was supposed to have already arrived. Unfortunately, the rep could not understand or explain why my order was not moving through the system. He said he could resolve the situation by placing my order on the priority list for shipment within 24-48 hours and refund me a portion of my payment.
However, my online account still wouldn't provide tracking details or show that my order was in the queue, so I asked when this would be updated. As helpful as he tried to be, the rep didn't have an answer for this and transferred me to his supervisor for more assistance.
After a brief hold, an Amazon supervisor got on the phone and profusely apologized for the mishap. He explained that once my order ships, all online details will be updated on my account. In addition, he offered to give me a $25 gift card to make amends for their mistake. I agreed to this and thanked him for helping, even though I was a bit frustrated that no one seemed to know where my order was.
After waiting a few more minutes, the rep confirmed that my order would be prioritized for 24-hour shipping and gave me a reference number for verification purposes. He also added that a faster way to access customer service is via Amazon's website, where you can virtually chat with associates directly from your phone or computer. I'm glad he shared that, as I plan to follow up via web in the next day or two to check on my order. Whether you call or check online, I think Amazon does a decent job assisting customers.