Amazon Gives Customer a Bumpy Ride

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I have several art manuals by L.A. Doust, who wrote "Simple Sketching in Line", and I like them very much. The pencil drawings in his "A Manual on Sketching from Life" are beautiful: look at the sitting man in Plate 16, and the lady with the cloche hat in Plate 15. The books date from the 1930s, and I suppose his style is of that time: it's simple and meticulous, and if I could draw like that, I'd be Picasso.

I ordered "Simple Sketching in Line" from Amazon. But since I never got it, I've decided to blog my frustration with Amazon's dreadful customer service. I ordered on December 26th, from an Amazon third-party seller named "pogobook". When I submitted the order, Amazon told me pogobook would probably send it on the 29th. On January 3rd, Amazon sent me an email saying it hadn't yet been sent, giving me pogobook's address, and telling me to email them directly. I did. I emailed pogobook several times over the next week, both directly and via Amazon's email form. I never got a reply. Nor did I get the book, whose latest delivery date Amazon said was the 14th. That's last Friday.

Now, pogobook's email address looks OK, doesn't it? It's abumpyride@hotmail.co.uk, according to Amazon. And a bumpy ride is exactly what I got from Amazon's customer service. Which is odd, because at the end of every email, they claim to be the most customer-centric company on Earth. They haven't got me my book: but they are the most customer-centric company on Earth. That's an Earth in some alternate universe I'm not aware of. It's the one where Hitler won the Nobel Peace Prize.

Why do I say that? Because when I mailed Amazon to say I was worried that pogobook wasn't answering my emails, they said they "had no process" for contacting pogobook. They also told me they wouldn't give me pogobook's phone number. The "no process" excuse, of course, is rubbish. How do Amazon ever negotiate partnership with a seller in the first place, if they have "no process" for contacting them? Thank you Amazon employee Ranjith K. for this bit of cover-up jargon.

Other employees also refuse to contact pogobook on my behalf. They all tell me "no process". How hard would it be for them to pick up a phone and ring pogobook? But they won't.

Admittedly, one person did say last Thursday that she'd ask the Amazon Seller Performance Team to contact pogobook. I've heard nothing. She also gave me the email address for the Seller Performance Team so that I could talk to them directly. It's sellers-performance-transfer@amazon.co.uk, and when I emailed it, the mail bounced. Thank you, Amazon employee Jacqueline OG, both for a dud email address, and for not being arsed to ring pogobook yourself.

I'm frustrated and annoyed at Amazon's disinterest in their customers. I've wasted time waiting for a book that never arrived. Because I can't get answers from pogobook, I've no idea whether they will send it. I could order a copy elsewhere, but I might then end up with two. Also, the book has vanished from Amazon's site, being "unavailable". Well, if pogobook had it on the 26th, and they haven't sent it to me, where is it?

Moreover, I was staying with a relative, and had the book sent to her address. I've now returned home, but I have no way to tell pogobook to change the address on my order.

But apart from that, I started emailing pogobook on the 3rd; and as I said, they never replied. And a seller who won't answer emails is probably not in their shop despatching orders. So non-replies are suspect, and Amazon should investigate them pronto. But Amazon refused to do so. There also seems to be nowhere on the site to leave feedback about bad sellers. Perhaps it's just me, but every time I tried, I found the "feedback" links and menu options disabled. Don't Amazon want customers to know when a seller goes bad? From what I've experienced, I think they don't care.

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This page contains a single entry by Jocelyn Ireson-Paine published on January 18, 2011 7:51 AM.

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