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Amazon Seller Central has taken a turn for the worst
We have been sellers on Amazon for over 10 years, and our experience in the past was exceptional. However, since returning to the platform, we have been deeply disheartened by the current state of Seller Central customer service.
For over a month, we have been dealing with an ongoing case 10629259682 that has yet to be resolved. This is just a newer case of another one which was not resolved. Despite providing all requested information promptly and in full, we have been repeatedly asked to resubmit the same details. Promises of resolution are made, but they are consistently followed by emails requesting the same information again. This suggests that customer concerns are not being read or properly addressed, which has resulted in significant delays and frustration.
When we attempt to seek support via chat, we are often disconnected mid-conversation, or the representatives appear to not read or understand our messages. This level of service is unacceptable, and it is evident that we are not alone in our dissatisfaction, as reflected in the numerous 1-star ratings for Seller Support from other sellers.
We are in the process of moving our brand to Amazon, with anticipated sales exceeding $1 million in the first year. However, the stress and inefficiency we are encountering in listing our products have led us to question whether Amazon is the right fit for our business.
We respectfully request the following:
Immediate escalation of our case to a senior representative or a member of the escalation team who can take ownership and resolve the issue.
A detailed explanation of the delays and mismanagement we have experienced.
Clear and effective communication moving forward to ensure that no further time is wasted.
Amazon has been a trusted platform for sellers for years, and we hope this experience is not indicative of a systemic decline in service quality. We urge you to address this matter with the seriousness it deserves and look forward to a swift resolution.
Seller_GPLxAbyNPI33I
As a frequent visitor to the forums who witnesses these type of messages from sellers regarding their frustrations with seller support on a daily basis, at the risk of repeating myself I shall say this again.
To those of you that think seller support is incompetent, is is in fact quite the opposite & just the way Bezos wants it to be.
When you're a small business there's only so many hats you can wear before a customer figures out they have been talking to the person all along
Amazon CS (in my view) is intentionally inept, all the smoke & mirrors, passing from department to department, broken promises. It's all designed to keep as much distance between sellers & their rightfully earned funds.
I have seen people say that moderators will only comment if they have been tagged, but I have seen posts where a moderator has commented without being tagged.
So moderators I challenge you to argue with me!
34 replies
Seller_ZVAz3d5lZuGid
" We urge you to address this matter with the seriousness it deserves and look forward to a swift resolution."
Absolutely no-one from Amazon will see your post - this is a forum of other sellers, and none of us have any authority to do anything. You would need to tag in some forum moderators hoping that one of them might take your issue on board, but will likely only pass it on to the 'relevant team' - whoever that is ??
Sadly, Seller Support is notoriously poor, and your experience of calls being ended mid-conversation is common - the SS associates have virtually no authority to do anything, just pass on, and your experience of repeatedly being asked to submit documents again and again is also common.
"Immediate escalation of our case to a senior representative or a member of the escalation team who can take ownership and resolve the issue." - you would need to re-open your case and request that it is escalated to a senior manager.
Seller_mS10UjVYuuGor
Unless you have a multi million pound business externally of Amazon whereby they may take some interest (compare Amazon turnover to your own to establish Amazon's potential interest as a ratio), passive aggressive posts will have no effect and you won't be passed to a senior representative. Sorry.
Seller_ZOZTdubuqFBLp
If you are in any doubt regarding the level of support you will get as a seller. I would ask you to read the posts on this forum.
Seller_76AUwmqvSyRIM
Seller Support is pretty much non-existent now. It's all self-help but when you do need help after you have followed all documented procedures and can't resolve the problem because it is outside your control, it is near-impossible to get useful help.
Anything financial, I just go to the Small Claims Court without giving it a second thought. But trying to resolve other issues is usually worse than climbing Mount Everest.
Seller_GPLxAbyNPI33I
As a frequent visitor to the forums who witnesses these type of messages from sellers regarding their frustrations with seller support on a daily basis, at the risk of repeating myself I shall say this again.
To those of you that think seller support is incompetent, is is in fact quite the opposite & just the way Bezos wants it to be.
When you're a small business there's only so many hats you can wear before a customer figures out they have been talking to the person all along
Amazon CS (in my view) is intentionally inept, all the smoke & mirrors, passing from department to department, broken promises. It's all designed to keep as much distance between sellers & their rightfully earned funds.
I have seen people say that moderators will only comment if they have been tagged, but I have seen posts where a moderator has commented without being tagged.
So moderators I challenge you to argue with me!
Seller_YWazvECfaJ4mA
I feel the same-I have been a seller since 2007. Not good at all...impossible to speak to a human!!
Seller_fFylOZ9rejlBH
It is beyond abysmal.
Sent into the Abysmal Abyss............................................................................
Seller_VpTps3nNkV8hZ
I've had a couple of good results recently from the managingdirector@amazon.co.uk email address.
Send them the case number and your query.
Always remember when dealing with Amazon to be clear and concise with your query. Chances are you're dealing with a machine or someone trying to be one.
Seller_RguKGMHvWFmo3
Its horrendous, we all know. It will never change. Seller Support are totally incompetent. Most seem to have the "get it off my desk as quickly as possible" attitude so responses are robotic cut and pastes that are usually irrelevant.
I would imagine most sellers only go to SS with very specific issues that they have tried to resolve themselves and therefore getting the Janet and John answered teaching you to suck eggs by sending you the link to the help page or similar, extremely frustrating when its a very specific problem.
As for MD at Amazon email, even they have stopped responding to emails.
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