Amazon Customer Service

No previous messages
Messaging Assistant | Customer Service
Hi, I'm Amazon’s messaging assistant. If you’re checking on an order, please keep in mind that we’re temporarily prioritizing the delivery of household staples, medical supplies, and other high priority products to serve our customers in need while also helping ensure the safety of our associates. This has led to some delivery times being longer than usual, so we ask that you wait 3 days after your estimated delivery date before seeking help from an associate.
Fortunately, I’m here to answer your questions and help you out with many things.
Got it
09:23
Got it
09:23
Messaging Assistant | Customer Service
OK

Pifco 4 Way UK 3Pin Plug Surge Protected Extension Lead with 2 Metre High-Quality Cable - Neon Power On Indicator - White
+ 1 more item
Need help with this?
09:24
I have a different issue
09:24
Messaging Assistant | Customer Service
So, what can I help you with?
09:24
An item I ordered
09:24
Messaging Assistant | Customer Service
Select the item that you need help with.
09:24

09:24
Messaging Assistant | Customer Service
Looks like you requested a refund for this item, but we haven't received it back yet.
Once it arrives, we'll credit the amount within 3-5 business days.
You can find the latest updates at any time in "Your Orders" under “Track your return and refund”.
09:25
I need more help
09:25
Messaging Assistant | Customer Service
Please provide details about the issue, so we can help you better.
09:25
It's been over a week and no one has come to pick the item! Was supposed to be next business day.
09:25
Messaging Assistant | Customer Service
Thank you.
I’m sorry, I’m not able to connect you to a phone associate at this time. Amazon is focused on the health and safety of our associates and based on regional regulations and social distancing requirements this has resulted in extended response times. We ask for your patience in this challenging time as our teams work to deliver this vital service to customers everywhere, especially to those, like the elderly, who are most vulnerable.
You can send a chat message now and check back later to see if an associate has responded.
09:25
OK, get help over chat
09:26
F
FANOMEZANTSOA HAS JOINED AND WILL BE READY TO CHAT IN JUST A MINUTE.
Fanomezantsoa | Customer Service
Hello M. Frank, my name is Fanomezantsoa, and I'll be happy to help you.
F09:33
Hi
09:33
Fanomezantsoa | Customer Service
Thank you for contacting us, and I am really sorry first from the issue you have with the situation.
F09:34
I recieved a defective item and requested a refund. It's been over a week and no one has come to pick the item! Was supposed to be next business day.
And also another which is just slightly less then a week but with the same issue.... defective and they won't pick it up.
09:35
Fanomezantsoa | Customer Service
For the case, I want to inform you that for the moment, becuase of the actual situation, there is a trouble with the pick up
So this is in fact the reason of this case you have.
F09:37
So what does that mean?
09:37
Fanomezantsoa | Customer Service
We can create the label for the pick up of your items, however we cannot confirm on when the carrier will come to pick up the items from your address
F09:37
I have already wrapped and put a label... it's been waiting for a week by the door. So there was no problem to take my money but now that the product is defective I will not get it back? That sounds like a very bad customer service to me. What if they never come and pick it up?
09:39
Fanomezantsoa | Customer Service
No of course, you can return the item and receive a refund, however for the moment, the Corona makes a lot of trouble
In fact, we can create a return label so that you may return the item for a normal return if you want
F09:41
I had no problem getting packages... since I requested the return I have been delivered at least 3 other packages... so it is apparent that only pickups are being delayed.
09:42
Fanomezantsoa | Customer Service
Yes I understand your situation, however in this case, these are the only solutions that we have
F09:42
What do you mean "normal return"? That is what I want - a normal return.
09:42
Fanomezantsoa | Customer Service
For a normal return, I create a return label, and it will not be for a pick up, but you will send the item by the post office or with Royal Mail
In fact, I can create 2 different labels for you, a new label for a pick up if you want to try again with the pick up
Or a normal label so that you can return the item from RoyalMail
F09:44
So are you asking me to break the law? By law I am not to leave my house for anything except food, medicine and workouts... retruning items by mail is not one of these...
I am also not allowed to use public transport to get to the mail shop anyway!
09:45
Fanomezantsoa | Customer Service
Yes, I understand the case, and this is also the reason why I inform you that for the security reacon for the moment, there are a lot of trouble
And this is the cause of this delay with the pick up
F09:46
My problem is that you might never refund me if the shop just doesn't order the pickup.
09:46
Fanomezantsoa | Customer Service
Of course, if the items are defective, we will alway give a refund upon we will receive the items back
F09:47
That's not going to help if you never pick it back right?
I have pictures that show the defects.. I can prove all of my claims and yet you deny me the basic rights I'm entitled by law.
09:48
Fanomezantsoa | Customer Service
As I confirmed you, even us, we just have the possibility to create the label, and the carrier will receive a notification about the case, so the pick up will not depends on us, but on the carrier team
Anyway, if we do not have the items back, we are not allowed to make the refund
Your chat session has been idle for 2 minutes, so I'm closing this session. I hope I was of help to you. Feel free to get in touch with us again if you have any more concerns.
F09:52
Messaging Assistant | Customer Service
Hi, it’s Amazon’s messaging assistant. If you’re checking on an order, please keep in mind that we’re temporarily prioritizing the delivery of household staples, medical supplies, and other high priority products to serve our customers in need while also helping ensure the safety of our associates. This has led to some delivery times being longer than usual, so we ask that you wait 3 days after your estimated delivery date before seeking help from an associate. Fortunately, I can help you with many things.
So, what can I help you with?
11:58
return policy
11:58
Messaging Assistant | Customer Service
Select the item that you need help with.
11:58

11:58
Messaging Assistant | Customer Service
We need more information to show you options to return or replace the item.
11:58
Return or replace item
11:58
Messaging Assistant | Customer Service
Do you have any questions about this?
11:58
Yes, I do
11:59
Messaging Assistant | Customer Service
Because your item is from an Amazon seller who processes their own shipments, you can contact them by email to learn more.
If you do not receive a response within 48 hours, please contact us again and we will be happy to help you.
11:59
Seller won't get back to me
11:59
Messaging Assistant | Customer Service
I’m sorry, I’m not able to connect you to a phone associate at this time. Amazon is focused on the health and safety of our associates and based on regional regulations and social distancing requirements this has resulted in extended response times. We ask for your patience in this challenging time as our teams work to deliver this vital service to customers everywhere, especially to those, like the elderly, who are most vulnerable.
You can send a chat message now and check back later to see if an associate has responded.
11:59
OK, get help over chat
11:59
Messaging Assistant | Customer Service
Please enter further details about your request.
11:59
My returns are not being picked up for almost a month. Your return limit is soon to pass and I will be denied my refund because of your faulty service which is beyond my control.
12:00
S
SNEHAL HAS JOINED AND WILL BE READY TO CHAT IN JUST A MINUTE.
My returns are not being picked up for almost a month. Your return limit is soon to pass and I will be denied my refund because of your faulty service which is beyond my control.
12:10
Snehal | Customer Service
Hello
My name is Snehal. I’ll be glad to help you today
S12:11
My returns are not being picked up for almost a month. Your return limit is soon to pass and I will be denied my refund because of your faulty service which is beyond my control.
12:11
Snehal | Customer Service
Samuel Groves - 43cm Roasting Tin, Superior Non Stick by Chabrias LTD
S12:15
There are two return requests... that's one of those.
Both of those are defective items.
By not enforcing the seller to pickup and refund me you are allowing sellers to provide faulty products and effectively frauding customers.
12:17
Snehal | Customer Service
can you let me know the other please
S12:17
INRIGOROUS Room Thermometer Hygrometer, Accurate Digital Humidity Meter, Hygrometer Thermometer and Humidity Monitor with 3.2" LCD Display and Clock (
Sold by: MRXEU CO.,Ltd
12:17
Snehal | Customer Service
order number please
S12:19
206-3514962-0669161
i would think you should be able to see that as this your system right?
12:20
Snehal | Customer Service
thanks
order # 206-3514962-0669161, I'll create a new collection
S12:21
Ok... and what about the other order?
206-9773383-0860363
12:22
Snehal | Customer Service
I can see that your order #206-6800634-4361963 was placed with a Seller on Amazon Marketplace. Items ordered via Amazon Marketplace aren’t directly fulfilled by Amazon, and so the best option in this case is to contact the Seller directly.
I've sent an e-mail about this order to the Seller, Chabrias, on your behalf. I've specifically mentioned to send a return label , and you will receive a copy of this e-mail.
S12:23
I don't understand this.... can you explain to me why you have the product on your website and charged my credit card and now say that you will not take responsibility for te fraudulant act?
12:24
Snehal | Customer Service
I have sent a request to Hermes to collect the INRIGOROUS Room Thermometer Hygrometer, Accurate Digital Humidity Meter, Hygrometer Thermometer and Humidity Monitor with 3.2" LCD Display and Clock ( on 8 June 2020 from the address you requested.
S12:26
You changed the return method for the return.... How am I expected to return an item to the Hermes store which is far from my home?
12:27
Snehal | Customer Service
please allow a moment
S12:28
You are in effect demanding me to use public transportation agains the law.
12:28
Snehal | Customer Service

Please click on the following link to be brought to your personalised return label:

https://www.amazon.co.uk/gp/orc/rml/D0dsQyqKRRMA
S12:29
Ok. So I will print this new label... But what if they don't pick it up again?
And also what about the other order? It not ok to let me buy through your website and then refuse responssility.
?
12:33
Snehal | Customer Service
please let me check
S12:33
?
12:38
S
SAURAV HAS JOINED AND WILL BE READY TO CHAT IN JUST A MINUTE.
Saurav | Customer Service
Hello. My name is Sourav. I'll be glad to help you today.
S12:39
?
please see the previous question... why did that guy answer?
12:40
Saurav | Customer Service


Could you please elaborate the issue so that I can get it resolved right away?
S12:41
are you not able to see the previous conversation?
12:42
Saurav | Customer Service

Let me check that to help you.
Are you concern about "INRIGOROUS Room Thermometer Hygrometer, Accurate Digital Humidity Meter, Hygrometer Thermometer and Humidity Monitor with 3.2" LCD Display and Clock " ?
S12:45
11:59
Messaging Assistant | Customer Service
Because your item is from an Amazon seller who processes their own shipments, you can contact them by email to learn more.
If you do not receive a response within 48 hours, please contact us again and we will be happy to help you.
11:59
Seller won't get back to me
11:59
Messaging Assistant | Customer Service
I’m sorry, I’m not able to connect you to a phone associate at this time. Amazon is focused on the health and safety of our associates and based on regional regulations and social distancing requirements this has resulted in extended response times. We ask for your patience in this challenging time as our teams work to deliver this vital service to customers everywhere, especially to those, like the elderly, who are most vulnerable.
You can send a chat message now and check back later to see if an associate has responded.
11:59
OK, get help over chat
11:59
Messaging Assistant | Customer Service
Please enter further details about your request.
11:59
My returns are not being picked up for almost a month. Your return limit is soon to pass and I will be denied my refund because of your faulty service which is beyond my control.
12:00
S
SNEHAL HAS JOINED AND WILL BE READY TO CHAT IN JUST A MINUTE.
My returns are not being picked up for almost a month. Your return limit is soon to pass and I will be denied my refund because of your faulty service which is beyond my control.
12:10
Snehal | Customer Service
Hello
My name is Snehal. I’ll be glad to help you today
S12:11
My returns are not being picked up for almost a month. Your return limit is soon to pass and I will be denied my refund because of your faulty service which is beyond my control.
12:11
Snehal | Customer Service
Samuel Groves - 43cm Roasting Tin, Superior Non Stick by Chabrias LTD
S12:15
There are two return requests... that's one of those.
Both of those are defective items.
By not enforcing the seller to pickup and refund me you are allowing sellers to provide faulty products and effectively frauding customers.
12:17
Snehal | Customer Service
can you let me know the other please
S12:17
INRIGOROUS Room Thermometer Hygrometer, Accurate Digital Humidity Meter, Hygrometer Thermometer and Humidity Monitor with 3.2" LCD Display and Clock (
Sold by: MRXEU CO.,Ltd
12:17
Snehal | Customer Service
order number please
S12:19
206-3514962-0669161
i would think you should be able to see that as this your system right?
12:20
Snehal | Customer Service
thanks
order # 206-3514962-0669161, I'll create a new collection
S12:21
Ok... and what about the other order?
206-9773383-0860363
12:22
Snehal | Customer Service
I can see that your order #206-6800634-4361963 was placed with a Seller on Amazon Marketplace. Items ordered via Amazon Marketplace aren’t directly fulfilled by Amazon, and so the best option in this case is to contact the Seller directly.
I've sent an e-mail about this order to the Seller, Chabrias, on your behalf. I've specifically mentioned to send a return label , and you will receive a copy of this e-mail.
S12:23
I don't understand this.... can you explain to me why you have the product on your website and charged my credit card and now say that you will not take responsibility for te fraudulant act?
12:24
Snehal | Customer Service
I have sent a request to Hermes to collect the INRIGOROUS Room Thermometer Hygrometer, Accurate Digital Humidity Meter, Hygrometer Thermometer and Humidity Monitor with 3.2" LCD Display and Clock ( on 8 June 2020 from the address you requested.
S12:26
You changed the return method for the return.... How am I expected to return an item to the Hermes store which is far from my home?
12:27
Snehal | Customer Service
please allow a moment
S12:28
You are in effect demanding me to use public transportation agains the law.
12:28
Snehal | Customer Service

Please click on the following link to be brought to your personalised return label:

https://www.amazon.co.uk/gp/orc/rml/D0dsQyqKRRMA
S12:29
Ok. So I will print this new label... But what if they don't pick it up again?
And also what about the other order? It not ok to let me buy through your website and then refuse responssility.
?
12:33
Snehal | Customer Service
please let me check
Maybe this helps... I have the whole conversation recorded...
I intend on posting that on Facebook.
I think people should be aware of how you are allowing sellers to sell defective products and commit what looks like fraud to me.
Can you help me or not?
12:49
Saurav | Customer Service

Let me check that to help you.
Are you referring to "Samuel Groves – 43cm Roasting Tin, Superior Non Stick by Chabrias LTD" ?
S12:50
yes
12:50
Saurav | Customer Service

Thank you for confirming  this. Let me check that to help you.
Did you receive the product ?
S12:52
Fanomezantsoa | Customer Service
Thank you for contacting us, and I am really sorry first from the issue you have with the situation.
F09:34
I recieved a defective item and requested a refund. It's been over a week and no one has come to pick the item! Was supposed to be next business day.
And also another which is just slightly less then a week but with the same issue.... defective and they won't pick it up.
12:53
Saurav | Customer Service

I'd like to thank you for reporting this matter and assure you it'll be treated with the utmost seriousness.
S12:54
So what do I do in the meanwhile? Will I be contaced? The return limits is 30 June.
?
12:59
Saurav | Customer Service
We at Amazon.co.uk take pride in our customer service standards and believe that customers who purchase from the Marketplace should be treated with the same degree of service as a customer who's purchased directly from us.
S12:59
I would hope so. What happens if the return time limits passes and Hermes doesn't pick up the package? Am I going to lose my money?
13:00
Saurav | Customer Service
ere what I've done to remedy this situation, I've sent an e-mail about this order to the Seller " Chabrias" on your behalf and I've specifically mentioned "Customer has received a defetive product. Please collect the product and  issue the full refund to customer asap, Please resolve this on the priority so customer will not face any hassle.
S13:01
Ok. I hope that would be enough. I reserve the right to post any details about this on Facebook if I am not refunded by fault of someone other than myself.
13:03
Saurav | Customer Service


Please be assured that we will not let you bear any loss.
S13:03
Thanks. I do hope so.
13:04
Saurav | Customer Service

Alternatively, I've taken this feedback to make sure such issues won't be repeated in future.
S13:04
Thanks.
13:04
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