This chat transcript (edited as to order number) regarding my order for a precision electronic instrument (very light, small box, $55) and small, 1 ounce metal bracket ($9.99), for which I selected 2 day shipping and paid $12.53 for. Long, but frustratingly reflective of lack of concern for the customer:
You are now connected to Jessie from Amazon.com
Me: I placed my Order# xxxx yesterday. I paid $12.54 for two day shipping, specifically because I do not want USPS Parcel Select. I received notice of shipping, and found that instead of UPS or Fedex 2nd day, they split it into two shipments, charged 50% of the shipping for each item (one of which is $9.99 and weighs about 2 ounces), and sent each USPS Parcel Select. Both items were "sold and fulfilled by Amazon." Both were in stock. So, I have been stuck with a shipping method I didn't authorized, AND double charged. How can this be resolved?
Jessie: Hello, my name is Jessie. I'm here to help you today.
Are you still here?
Jessie: Yes I am here/
Me: Do I need to retype my initial post?
I placed my Order# xxxx yesterday. I paid $12.54 for two day shipping, specifically because I do not want USPS Parcel Select. I received notice of shipping, and found that instead of UPS or Fedex 2nd day, they split it into two shipments, charged 50% of the shipping for each item (one of which is $9.99 and weighs about 2 ounces), and sent each USPS Parcel Select. Both items were "sold and fulfilled by Amazon." Both were in stock. So, I have been stuck with a shipping method I didn't authorized, AND double charged. How can this be resolved?
Jessie: I am really sorry for what happened on your order.
Here's what we can do about this.
If you want we can issue a refund for the shipping charges you have paid for the order.
Me: I guess, but what does that do about it going into that black hole?
That sight is a precision electronic instrument
Jessie: No worries I will keep an eye on this order for you to make sure that you will receive the items.
Me: I appreciate that, but I'm not happy about this. I paid to have it sent UPS 2nd day, not eventually and with erratic tracking. The last time I was sent something by that service, it took 2 weeks and arrived crushed. How did this happen???
Jessie: I completely understand that.
Allow me a moment to check on what happened.
Me: ok, thanks
Jessie: We currently use UPS, FedEx, the U.S. Postal Service, and several local carriers for standard domestic shipments, depending on the weight of the package and the distance it has to travel from our fulfillment center. Packages shipped to a P.O. box can only be sent via the U.S. Postal Service. If you have a P.O. box, you may want to consider shipping eligible items to it.
We accept responsibility for our shippers and will do anything in our power to make things right. We realize the shippers we chose are a reflection on our business, and I'll be sure to pass your feedback to the appropriate team so we can continue to improve our partnerships.
I've issued a refund of $13.32 to your original payment method.
You'll see the refund on your credit card statement in the next 2-3 business days.
Once processed, you'll also be able to see the refund request here:
https://www.amazon.com(See full link)
Me: That sounds like a canned response that doesn't answer the question. I know this isn't your fault, but this is pretty unacceptable.
My God, not even Priority Mail.
So, I am basically limited to a refund, it gets here when it gets here, and if it doesn't or is damaged, I then have to make a claim. Is that correct?
Jessie: I completely understand that and I am really sorry about this.
As I checked on this for you I can see here that the address listed on the order I can see here that it was an apartment that is why the carrier for the order was USPS.
Me: What does that have to do with it?
Why would they send it parcel select instead of second day, the closest to that USPS has is Priority Mail?
I have never heard that apartments are limited to USPS, or to Parcel Select. I have gotten next day UPS from Amazon before.
Jessie: We frequently upgrade orders that are set to be shipped via Standard Domestic shipping to U.S. Priority Mail or First Class Mail. The orders we cannot upgrade tend to be those which are large or heavy packages; these are shipped via UPS Ground or FedEx. Regardless of which carrier ships the order, packages are usually delivered within the 3-5 business day window noted on our website.
Me: It was 2 day shipping, less than 1 pound; none of this applies. Are you saying that no matter what I order, no matter what method I select and pay for, they will just keep doing this to me, and double charging me for shpping, as well?
Jessie: If you have further questions, please visit our Help pages:
Me: They could have sent these items by 1st Class Mail for less than $2.50; why was I charged $12.53, and why did it allow me to select the 2 day option?
Ok thanks. I'll wait for the shipping refund. I am afraid to ever order from Amazon again, because it would appear that no matter what method you choose and pay for, they will just do whatever they want. Please handle the shipping refund quickly. Thanks again.
Complete waste of my time.
I needed this quickly.
Jessie: I've issued a refund of $13.32 to your original payment method.
Once processed, you'll also be able to see the refund request here: 8:49:44 PM
https://(See full link)
Me: Thank you. I am, however, outraged about this
Is there a manager I can complain about this to?
Jessie: Thank you for taking time to contact Amazon.com. We hope you'll keep us in mind for your future purchases. We look forward to seeing you again soon. To close this window, please click the "end chat" button with an X in the upper right corner of the window.
Jessie from Amazon.com has left the conversation.
Reason of review: Problem with delivery.
Location: Fort Wayne, Indiana