Amazon Corporate Headquarters
410 Terry Ave N, Seattle 98109, WA, USA
You have massive problems with your Spanish operation (Amazon.es)!I have spent a huge amount of money on Amazon,com, Amazon.es, Amazon.de, and Amazon.it over the years, but I have recently had nothing but problems with late or undelivered orders, poor customer service (straight out lies and empty promises), and, now, threats.This is about the most recent issue, the return of a Tineco vacuum cleaner
I contacted Amazon.es a while back because the vacuum continuously got clogged in the bend between the head and tube. They could not solve the problem, so they told me to return it for a refund, which I did on 08/04/2023.
I had to contact customer service numerous times because I was not informed when the return was received, then having attempted to find out the status of the refund. I was lied to several times in chats, having been told that the refund would be processed (I requested a gift card) in 24-48 hours, even escalating it to supervisors, but the refund never arrived as promised. I was always assured that 'this won't happen again' by their agents about the refund and every other issue I have had with Amazon.es, which there have been many, but the problems persist, over and over again. The refund was finally received on 08/26/2023 ON MY CREDIT CARD, NOT THE GIFT CARD THAT I REQUESTED SEVERAL TIMES (go back and review the chats).
Then, I received this email on Wednesday:
Sus devoluciones de Amazon.es (Your Amazon.co.uk returns)Wed, Aug 30, 7:11 PMHello:We inform you that we have processed your recent return of Tineco A11 Hero Cordless Broom Vacuum Cleaner, 450W 22KPa Digital Motor, 2 Rechargeable Batteries 50 Minutes, Wireless, Cyclonic Vacuum Cleaner, without Bo of your order 408-2977921-1153158 .The product has been returned in a condition that does not meet our return policy. On this occasion, we have processed a refund for the order. However, if your returns continue to violate our policies, we may not issue you further refunds or fees may apply for the status of the return.To review our return policy, go to Our Return Policy:We will notify you if a similar case occurs again.account specialist
Besides being threatened for no apparent reason, I was not even informed about what the issue was, so I sent this message, also yesterday:
combatcriticWed, Aug 30, 9:06 PM
I would like to know what the problem was with the return!
Don't threaten me, we returned all of the pieces and nothing was broken when I shipped it. The vacuum simply did not work properly.
If you would explain what the supposed problem is, it might make more sense.
I'm getting very tired of Amazon Spain's incompetence and the poor customer service we receive. I spend far too much money on Amazon to be treated with disrespect and insults.Having heard nothing back, I chatted with an agent:
:Shivam has joined and you can start chatting in just a minute.
Thank you for staying connected, I really appreciate your patience.S8:30 PM
To help you with this we have a special team with right set of tools So I have shared your concern with the relevant department,
So you will receive the response via email within 24-48 working hours, I request you to be a patient for this:)
'24-48' hours means that it might happen in a week or not at all. Then, I received this email in response to my concerns the following day:
1:15 PM (Aug 31 2023)
Thank you for the information you have provided us. We contact you to better understand your account activity.Your comments and suggestions help us improve and offer a better service to our customers.
If you have any other order or account related concerns, please contact our customer service via the link below:
Still no explanation!
Finally, that same evening, I received this email:
10:48 PM (Aug 30 2023)
Hello:Thank you for helping us better understand your account activity. We have carefully reviewed your account, all related accounts, and your order history to ensure that all decisions regarding your account are made in accordance with our policies.If you have no further feedback on your shopping experience, we can close this conversation and you can continue shopping as usual on Amazon.co.uk.This decision is final. We may not respond to any further messages related to this matter.account specialist
What decision is final? They won't respond to my messages? They will not answer my questions? What the heck is going on with these people? Why can't they explain what the POLICY VIOLATION was, because I reviewed their policy and there was nothing that could possibly relate to my return!Was it an issue caused by the carrier they made me use for the return? I returned the product exactly as I was told to, all pieces of the crappy vacuum in the box when I shipped it, so what was the problem? I am being threatened that if I do it again, whatever 'it' is, I will have to pay fees? This is completely absurd and Mr. Bezos should know about the problems with incompetence and unprofessional conduct in your Spanish operation.We now live in Portugal, but I never had an issue when we lived in the USA, having spent tens of thousands of dollars on Amazon.com and can only recall one order that I had to return, and I always received orders on-time, but I have wasted countless hours chatting with Amazon.es about defective products, refunds, and items that either never arrive or arrive late.I want to know what the issue was and why I, a loyal and faithful customer for many years, am being disrespected and threatened by these incompetent and unprofessional Amazon employees!I respectfully await your prompt and complete response.Thank you in advance.
This was the response to my email@example.com email:
Title: Everybody Loves Amazon, Right? WRONG! How I Got The Runaround
Key Words: Amazon, Amazon.com, Spain, Germany, USA, Italy, customer service, complaint, customer, CombatCritic, TravelValue, travel, value, Bezos, business, review, Yelp, Zomato, TripAdvisor, Google, Facebook