I'd argue that the customer experience of Amazon has declined dramatically in the last few years. Maybe there should be more internal viewings of that video.
The reply was very on-topic, ridiculously customized and clear for an otherwise complicated topic (reason: VAT is calculated on the shipping location within EU). Almost as if someone with real EU accounting knowledge had taken the time to investigate and reply (which I can't imagine?). And this was from a non-business account. It was easily one of the top-3 customer service experiences I ever had.
I’ve been a heavy customer for many years. While I bemoan the rampant knock off products and fraudulent reviews, by shopping carefully I’ve actually never had a bad product delivered, and the very few times I’ve needed to call support, they’ve been super responsive and remedied the issue quickly. (Mostly refunds for digital content purchased incorrectly).
They may not be perfect, but that have that “Macdonalds” aspect now; you know what you’re getting and it’s consistently pretty good. Which is often more reassuring than trying something new.
- Fake reviews have been happening for years but almost no progress from Amazon
- Huge number of fake products and/or misleading specs
- Sponsored products trumps organic results every time
- Sellers use whatever brand they wish instead of their real names giving appearance that they are "official" vendors of that brand
If you didn't discover a product name somewhere else, you won't find it on Amazon. Amazon doesn't do merchandising for shit.
Unfortunetly I know a few people who have been abusing Amazon's refund policy recently. I don't come from the best background so I know a few people who have ordered phones and other electrics from Amazon just because they know if they complain they were stolen from their doorstep they might get a free phone. From my experience working at ecomerce and insurance companies it's hard to have a relaxed returns policy when you also have to accept that the majority of the claims will be fraudulent.
I have had orders where they have refused to refund. When I have later, internally, escalated, they have relented and issued a refund.
There is even a dedicated section (can't recall if on inside.amazon.com or the wiki ) to explain the process of how to internally escalate a bad customer support experience on behalf of your friends and family.
If Amazon (retail) is as customer focused as they claim to be this should not be necessary.
I've been a customer since 2000 and an employee for a while now.
Disclaimer: I hear in the US it is totally different and support is a lot better.
As a "bonus" I was able to send it back through a Kohl's store so my wife got a 25% off coupon that she used to purchase some masks and socks (and stuff). Yes, I know, they got us to purchase more stuff, but she really likes shopping there and it was a "we're going there anyway" kind of thing. Plus I didn't have to box up the return or print a label or anything. Just show the clerk the QRCode and hand them the bare light bulb.
Immoral techniques always find support from amoral tools. Dark patterns are justified by A/B testing. And shitty people.
I never ever had any issues, our biggest fight was about the 2€ they charged me once to send back a 100€ item. They gave up after the 2nd email.
I will pay 10% more for the Amazon price, for the peace of mind.