I don't know what the role of customer service reps is since they don't seem to have the ability to help beyond the standard buttons you can access yourself.
I placed an order with 2-day shipping, but due to the quantity I ordered, I ultimately got an email stating the delivery date was now going to be over 3 weeks out. This was not acceptable for my timeline so I requested to cancel within an hour.
I was told it was too far along in the shipping process to cancel. I questioned how that could be when it wasn't shipping for 3 weeks. No one could give me an answer to that. Every time they would respond with the same generic response that when items are shipping very soon, they can't be cancelled.
I don't know how 3 weeks is soon. One rep had kids crying in the background and just said "ummm" for 10 minutes without providing any meaningful information at all.
The "supervisor" had dogs barking in the background and gave the exact same generic response that didn't actually apply to my situation or order. Never got any resolution as no one was empowered to do anything more than try the same cancel button I have access to on my account.
Really a baffling experience that this is the type of service Amazon provides.
Product or Service Mentioned: Amazon Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $60.
Preferred solution: Full refund.
Amazon Cons: Customer service.