I never had a bad CS experience with Amazon until tonight. Here's what happened:
A few weeks ago I got the Amazon Fresh trial. On Friday I noticed that I got charged 300 dollars for the Fresh membership (I was never told the free trial was about to expire, but that's not what I'm angry about), I quickly went to Amazon and downgraded my Fresh membership to a regular Prime membership. Looking on the side of the screen I noticed that it said my membership was set to renew next year November 20th instead of this coming up March. It also said I was charged $99 on November 20th 2015 (Friday's date).
I immediately contacted them to complain about this, my membership renewal wasn't due until March, why was I bring charged now? The guy on the phone sounded like he didn't take understand what I wanted but he said he'll issue a refund for the $99 membership fee.
Motzey Shabbos I get an email from one of the guys I share my Prime with asking why he was removed from the Prime. I went to check and lo and behold the rep didn't just refund the membership fee, he cancelled the Prime!
I right away got on the phone and the incompetent rep couldn't figure out what I wanted, she kept insisting that my membership started November 20th and that I got refunded for it and that if I want I can start a new membership now for 99 dollars.
As much as I tried explaining to her that I also had a membership that started in March and should have never been cancelled she kept insisting that my membership started November 20th and that there was no membership before that.
I finally hung up on her and decided to try chat instead. At the same time my wife got on the phone with a different rep. We were both going in circles with our respective reps for half an hour until finally the rep I was chatting with figured out what I was saying and offered a refund for the 4 months of unused Prime.
The problem now is that I have to get a new membership now and that means that the people I was sharing it with were bumped off, and with Amazon's new policy I can't bring them back on so now I'm stuck paying for Prime myself
And for all this trouble all I got was $5 credit...
[/rant]
Wow...Ive had the total opposite experience....I got the AmazonFresh trial....over the month I've ordered around $150 (all unattended) groceries...(if you order frozen foods it includes dry ice to keep it cold which is neat)...each time I had a minor issue...
I"m very picky,...example : 1st order - The blueberries were a little unripe , 2nd order (which included a bunch of kosher meat)....I had some unripe bananas.
I used the AmazonFresh dedicated customer service (Fun Fact: For the whole NY there are 20 Reps for Fresh --- when I called I coincidently got in contact with the same person who I spoke to in the past and emailed...so I was curious how that was possible.... turns out its a 1/20 chance).
Anyhow...they automaticity refunded me everything....I told them it was just the blueberries but they still gave me a full refund on both orders. (Which I was happy to take). Just hope they dont penalise anyone (driver etc...)
They said :
"Please feel free to enjoy, donate or throw out all the food"...
Anyhow after I got the $300 charge...I asked them to cancel, they canceled...im actually on a student (free 6month) - in college now so I have a .edu -- prime -- which keeps getting extended due to them offering me free months of prime every other day when I have a issue....
---- they "downgraded" me to the 99$ but I told them to cancel and put me back at the $49 and they did.
I believe I also w/ a student account have "prime additional user" capabilities though im not sure...either way I dont have anyone listed so that issue didn't occur.
I know this wasn't really your issue but my major pros for Amazon Fresh -- seamless delivery (20 Poland spring gallon jugs to my door)...no backbreaking work. (though there's peapod and a bunch of other shopping services)
So, my major pro is Amazons customer service....especially regarding refunding on the food.
Sorry if this sounds like a testomonial haha