UPDATE: As of January 7th, 2016, I have FINALLY been charged for the gift cards and the recipients have received them! Still working with Amazon on the details. Thank you SO MUCH to everyone who shared this and helped me get this to the right people who were able to help!
On December 21st I ordered gift cards from amazon for my employees in the call center. I painstakingly entered each of their e-mail addresses, wrote lovely notes for each of them, put in my credit card number and boom, Merry Christmas, Call Center! Right!? WRONG! Because in the world of amazon, *whine* gift cards are harrrdddddd. Oh and if you think you are going to get to the end of this blog and find a resolution, you are not, because amazon customer service sucks.
The gift cards were not sent and I was not charged.
On Dec. 23rd I chatted Ravi with amazon.com customer service chat. Ravi said “Oh no problem, those will be delivered in 2-3 hours.”
I gave Ravi the benefit of the doubt and waited a few days, and then last Tuesday, the 29th (8 days after purchasing the gift cards) I talked to Tauwab. Tauwab said “Oh you have to cancel that order and painstakingly enter each e-mail address and heartfelt message again.” to which I replied, “No way, YOU do it.”. He said no. So I did it. He said the gift cards would be sent via e-mail within 2-3 hours.
Tauwab turned out to be as much of a lying punk ass as Ravi, so on the 30th, I talked to Dwarakesh. Actually, that one might have been the chat with Vijayalakshmi. I talked to them both. Oh and Aldwin, we can’t forget Aldwin. Here is where I got wise and started having the chat transcript e-mailed to me. So here is part of my chat with the lovely Aldwin:
Aldwin:Thank you so much for patiently waiting.
Upon further checking on your gift card order. It seems that it was in the processing state and pending status.
Here’s what I can do to help you, I am going to refer this to our Gift Card Specialist for them to process your gift card order immediately.
Me:But that’s what the last guy did and nothing happened.
Or that’s what he said he did, at any rate
Aldwin:Oh, I see.
Me:I never get mad, like, ever. I am the world’s most accommodating and patient person. But this has been going on since the 21st. This is amazon! Everyone loves amazon and you like, own the world basically. I look like a jerk, these were supposed to be delivered to my staff and it’s been 9 days.
All the other departments in my company, their managers gave their people gifts, and my poor call center group is like “Darcy hates us”. But I don’t hate them, Aldwin! I don’t! I am REALLY upset!
Aldwin:I do understand you. As much as I love your gift card to be delivered right away the thing is our gift card specialist are the ones who are trained to handle this situation. Nothing to worry, I am going to refer this with our gift card specialist to check and process your order.
Me:Ok, and can I chat with them and like, sit here until someone tells me “Hey, I just got a gift card in my e-mail?”
Aldwin:The thing is our Gift Card Specialist does not have a phone or chat customer service they only response via email.
Yadda, yadda, then it went here:
Aldwin:There you go. I had successfully referred this to our Gift Card Specialist and they are already checking it and they will send you an email confirmation regarding the status of your gift card order.
You can expect their response within 24 hours.
Me:Ugh, what happened to what the other guy said – 1-2 hours? This is not ok!
I would like very much to speak to the gift card specialist.
Aldwin:As much as I love for you to speak to our gift card specialist the thing is they don’t have a phone or chat customer service they only reply via email.
Nothing to worry, I can absolutely assure you that this will be resolved within 24 hours.
Me:I know you are just doing your job, but who above you can I talk to? I can’t wait another 24 hours for these cards. Is there a Chat Manager?
Aldwin:I do understand you. In this case our Gift card specialist are the one who can help you regarding this. Even, my Manager will also say the same due to we use the same tools.\
Me:Then I want the direct email of the Gift Card Specialist.
Aldwin:You can just send your email here: email@example.com.
Me:That’s not a person, that’s a generic customer service email, I want a person.
You said yourself that customer service can’t help me, so sending an e-mail to a cs address won’t help, either.
Aldwin:As much as I love for you to be transferred to our Gift Card Specialist if you prefer may I please have your phone number.
Bastard is not going to get one over on me, I know a generic CS e-mail when I see it. So I gave him my phone number and he said the elusive Gift Card Specialist would call me within a couple hours. Guess who never called?
On New Year’s Eve, still nothing. I chatted again and got Andrea who basically said “Hot damn, that’s a mess and it looks like the problem is with your bank, they aren’t accepting the charge.” Well hey! Progress! So I say “Andrea, will you stay with me on this chat while I call my credit card company?” She did. The credit card people said that amazon has not even attempted to put a charge through, there are no holds on my account, I have $X,XXX available in credit, and the total amount of $170 would not be enough to ring any alarms. CC people said “Nope, not us.” And I believe them because they are not filthy liars like amazon. So I tell Andrea this and she says “Yep, must be the processing on our end, I don’t know what to tell you but here’s a $10 credit to your amazon account.”
Then on January 1st, look how happy Dwarakesh made me:
Dwarakesh: I checked all the previous conversation, I apologize about the inconvenience that was caused in the previous orders, the order was in “pending verification” state all these days. But while checking the order was authorized and it is “Pending fulfillment state”. That means your card is verified and your Gift cards will be sent to your email in few hours.
Darcy: OH WOW! Oh that is amazing.
Look at my naive hope and joy! Then it was January 3rd, and no gift cards. I called upon the powers of Ralph. I got saucy with Ralph. I let Ralph know that this is NOT OK amazon. NOT OK. Ralph had a plan.
Ralph: I don’t know if my plans will work. The reason why it wasn’t changed, sent or received yet is that the numbers of gift cards in one order will really take time to process, like this one. 15 gift card orders. I know it’s been a long time already and it was supposed to be sent to the recipient already so probably there is a problem fulfilling this order. My other plan is to cancel the whole order and then place a new order, the same as like this as I can see here that this order is still fulfilling or still wait for another 24 hours for them all to be sent, otherwise after 24 hours we will cancel this one.
Darcy: Well, I did that once before and it didn’t work. Here is my plan, Ralph – I have waited an extremely long time for these “Christmas gifts” to be sent. It’s embarrassing at this this point. So what I want is for amazon to cancel the order, rewrite all the gift cards, and double the dollar amount of each one, while only charging me for the original amount. This is ridiculous. I am a VERY patient person. I mean, as you can see, I placed an order on Dec. 21st and it’s January 3rd and it’s taken me this long to get pissy about it. I already went through the process of rewriting each of those messages, and typing in each of those email addresses – I am not going to do that again. Amazon can do it. And again, DOUBLE the amount on each card without charging me for it. This was a gift from me to my staff and I look like an absolute jerk right now. It needs to be fixed and I am not going to be the one to do the work for it. Put them through one at a time if you have to, I don’t care if I have 15 separate charges. And if 15 gift cards is so difficult to handle, the limit for how many a person can order at a time should be lower.
Ralph: I will send this one to our Gift card Department so that they can fix this one for you.We cannot place a new order for our customers.For some security purposes.
That is why I suggested it Darcy.
Darcy: Ok people have done that before, too, and nothing was resolved. Someone took my phone number and told me the “gift card specialist” would be calling me within a few hours, and no one ever called me.
Ralph: I have passed this mail to our senior authorities of our concern department with high priority, so that they will take strict action against them, so that this type of inconvenience will not have to face by a customer like you.
I disconnected with Ralph and Marvin called me. Marvin is not a native English speaker. I mean, really, none of these people are. I told Marvin that he was going to put the order through while I was on the phone, and he was going to double the amount. Marvin said no can do. I said “Then you will add $10 to the amount of each gift card” and Marvin said “I can do that. So the ones for $10 you want to be $20, and the ones for $20 you want to be $30?” I said yes. Marvin put me on hold and came back and said it is done. 8-10 hours.
GUESS WHAT????? Nothing. Not only that, but I went to the amazon chat again, and started off by saying I needed to talk to a manager. The manager not only cannot fix any of it, has zero record of my phone call with freaking Marvin, but also IS NOT A MANAGER.
Initial Question: I will need to speak to a manager right away, can you please connect me to one?
Amazon: Thank you for contacting Amazon.com Chat Support, my name is Renell. One moment please while I have you transferred. May I ask the reason you would like a manager please?
Yadda yadda, skip skip skip…
Amazon: So what I would recommend is to cancel and reorder due to the fact that a reason for the delay is not given.
Darcy: Ok, I did that once already and it didn’t work. Also, Ralph said yesterday that he would add $10 to each gift card and not charge me (or send an additional $10, I’m not sure which), and I don’t want to lose that. If I have to give my staff obscenely late gifts, I want to get all that I can for them. The original order was placed on 12/21, and on either 12/23 or 12/24 I was told to cancel it and reorder it. The order you see now is the one pending from that transaction.
Oh I talked to Marvin, not Ralph.
Amazon: Okay I understand. did you contact your bank relating to this?
Darcy: Yes (explains what the bank said)
Amazon: Okay so I can’t really say much relating to this and I wouldn’t want to speculate so i would have to have this escalated for further research to see if this is something other customers have been experiencing.
Darcy: So in the meantime, what should I do? Cancel and reorder? Will everyone still get the extra $10?
Amazon: I’m seeing that two gift order place on Monday, December 21, 2015.
Darcy: Yes – the one order for just two gift cards was fine. It’s the one for 15 that isn’t working.
Amazon: Why not try doing it in reduced amount.
Darcy: Ok. I’m also going to have them sent to myself so I don’t have to retype so many email addresses. But about the extra $10 per card…
Amazon: Well I cant really say much about that I would to check on that for you.
Darcy: I’m not ok with that. Too many people have promised to check on things, send things, call me back – and none of it ever happens. I need whatever is going to happen to happen now and be resolved. This has become 2-3 hours of my day almost every day since 12/21. I am not an entitled person, and I will always accept mistakes without saying “You owe me now”. But damn does amazon owe me. Amazon is like, the biggest company in the world. You have drones and robots and a million orders a day. It took me a good week of all of this before I said “Hey, you need to give me something”, and then a week after that I said “You need to give me more”.
I have a staff of 15 people who think I’m a jerk. Amazon owes THEM.
Darcy: I mean, I’m not a jerk, they think I’m a jerk because of this gift card nonsense.
Darcy: Yesterday I told Ralph whose name is not actually Ralph that he should give me these gift cards and not charge me, and he said he couldn’t do that, but he agreed to add $10 to each card. Someone has to finally stick by what I was told.
Amazon: I understand what you are saying and I must apologize but unfortunately I can’t proceed in issuing as that is not warranted. I know how frustrating this may seem especially since you were promised however there is no notation of that on your account.
Darcy: I knew it. Marvin R. sent me follow up emails that were supposed to confirm what we talked about on the phone, and he sent me nonsense about amazon prime and how sometimes amazon will upgrade to two day shipping. Don’t you guys record phone calls? We record all of our calls where I work. I can tell you the exact time, and phone number, and Marvin R.
Amazon: I’m going to have a ticket filed on your behalf.
Darcy: Not one single person there has followed through on what they said except for Andrea, and the customer service experience has been awful. If this happened in my call center, soooo much firing. There is no follow through, your people make promises that they don’t keep, they refuse to let me talk to this alleged god-like “Gift card specialist” and say he’ll call me and he never did. How many tickets are already filed on my behalf?
Darcy: And NONE OF THEM can write properly. NONE. You have the chat logs. Go back to the beginning and look at the first person who told me they’d be delivered in 2-3 hours, and the next person who said 24 hours and the next person who said cancel and order again and it will just be a few hours, and the next person…..NO ONE knows what they are talking about there and I am angry. I cannot tell you how hard it is to get me angry. Those gift cards should have been in the inboxes on 12/21. It is freaking January 4th. THIS IS NOT OK AMAZON.
Darcy: Who is the absolute highest person there that I can talk to? Maybe not now, but during regular business hours? At my company, it’s in the customer bill of rights that someone can talk to the CEO if they want – do you have that? Can I talk to the CEO?
Amazon: i can request a manager call back on your behalf.
The ticket was successfully filed.
Darcy: I want someone higher than a manager. You were supposed to be a manager, that’s what the person who transferred me said. Are you not a manager?
Darcy: Are you a manager?
Amazon: No I’m actually a supervisor mangers only provide call backs.
Darcy: Ok, see, that sucks because Renell said he/she was going to transfer me to a manager. Who is higher up than a manager? Do you have a director of customer satisfaction?
And the bottom line is no, there is not a single human at amazon.com who can be named or e-mailed. Do you want to take bets as to whether or not the call center will see these gift cards before next Christmas?
Do me a favor and post this everywhere and tag amazon in it.