How do customers make a formal complaint to Amazon?
I have a bit of a strange one.
A customer contacted me because she had bought off us a few times and found us helpful. She had an Amazon issue that she had been unable to resolve and hoped we could help.
Basically she had ordered something directly from Amazon and there had been a delivery issue. She had contacted Amazon customer services and the guy basically just lied to her (i have seen the chat and he definitely was not 100% truthful) so she asked to make a complaint. He told her she could not, there was no complaint’s procedure and that she should contact the seller. When she pointed out that she was contacting the seller and that it had been purchased directly from Amazon. He then fobbed her off with an email address to send her complaint to but it was actually the attachment email address not for complaints. She kept trying but he kept refusing saying it was simply not possible to complain to Amazon.
So the customer contacted me and asked me if i could get this information for her.
So i emailed the MD’s office and told them what had happened and asked them to provide the complaints procedure for Customers (not sellers) so i could pass it on.
They replied asking for the customers ID, when i replied saying the customer had purchased from Amazon and i did not have the customers ID they sent another message to say they were working on it. (they seem far more interested in identifying the customer rather than providing the information)
Its now been nearly two weeks and i keep getting messages saying they are working on it!
Seriously… The MD’s office doesn’t know how customers can make a formal complaint to Amazon. Surely it should be as simple as sending me the link to the correct page on Amazon.
This is now making me think that the guy wasn’t actually lying about that and that there actually is no way to make a complaint but surely that is illegal, they are more than happy to let customers submit complaints about third part sellers but it would seem it is not possible if its Amazon. She is looking to make a complaint about the chat operator lying to her (he insisted 100% that her item was out for delivery and would be with her that day when in reality it had not even been dispatched and then refused to admit that he was wrong) rather than the goods or delivery but apparently there is no oversight at all of the customer service staff and no right to complain.
@Winston_Amazon is that correct?
can anyone help me get this information.
Thank you
19 replies
Seller_qZO3ZCjoBXEeL
Why would it be? It is bad customer service but not illegal.
The customer could try emailing managingdirector@amazon.co.uk also sending a written letter to
Amazon UK
1 Principal Place
London
EC2A 2BA
Seller_p9QYGZcYVmf1W
This is something I have found - if a customer has an issue with me as a seller then Amazon are more than delighted to heap fire, rain, famine and pestilence upon me and refund the customer or put a black mark on my metrics etc.
However if I buy something directly from Amazon, then they can cancel the order or delay the order/delivery and there is no possible way to raise a complaint about it or leave any kind of feedback.
Seller_esvgLzKXw2YAl
Jumping on without reading all the aswers so apologies if it’s already been said.
From a quick search, there is a complaints email address. complaints@amazon.co.uk
But virtually all of the bumpf associated with it, says contact support first.
Seller_SITNVuZK87zGK
It might have to be a letter to Amazon head office unfortunately. And if no response there - it looks like it would be https://www.ombudsman-services.org/consumer-ombudsman-redirect
Seller_Hzp8CMWaCk46F
Well that is helpful except the customer has followed that and they simply keep refusing to allow her to complain.
I will pass that on thank you so much and also the ombudsman thing.
Thank you everyone. 
Seller_L2WLWf8N814M4
Hello @fedupseller,
If a customer wants to complain, can contact Amazon customer service by email, chat or calls. Based on the type of complain (ex. if is about product, driver…) the contact it will be handled by the right department. The customer can also leave his/her feedback after the contact.
Based on the complain type the customer will /will not to receive further communication about that complain.
Please advise the customer to contact Customer Service, to do the complain and also to check his/her email and there has a link where can leave feedback if is not satisfied with the support received.
Regards.
Nickolas.
How do customers make a formal complaint to Amazon?
I have a bit of a strange one.
A customer contacted me because she had bought off us a few times and found us helpful. She had an Amazon issue that she had been unable to resolve and hoped we could help.
Basically she had ordered something directly from Amazon and there had been a delivery issue. She had contacted Amazon customer services and the guy basically just lied to her (i have seen the chat and he definitely was not 100% truthful) so she asked to make a complaint. He told her she could not, there was no complaint’s procedure and that she should contact the seller. When she pointed out that she was contacting the seller and that it had been purchased directly from Amazon. He then fobbed her off with an email address to send her complaint to but it was actually the attachment email address not for complaints. She kept trying but he kept refusing saying it was simply not possible to complain to Amazon.
So the customer contacted me and asked me if i could get this information for her.
So i emailed the MD’s office and told them what had happened and asked them to provide the complaints procedure for Customers (not sellers) so i could pass it on.
They replied asking for the customers ID, when i replied saying the customer had purchased from Amazon and i did not have the customers ID they sent another message to say they were working on it. (they seem far more interested in identifying the customer rather than providing the information)
Its now been nearly two weeks and i keep getting messages saying they are working on it!
Seriously… The MD’s office doesn’t know how customers can make a formal complaint to Amazon. Surely it should be as simple as sending me the link to the correct page on Amazon.
This is now making me think that the guy wasn’t actually lying about that and that there actually is no way to make a complaint but surely that is illegal, they are more than happy to let customers submit complaints about third part sellers but it would seem it is not possible if its Amazon. She is looking to make a complaint about the chat operator lying to her (he insisted 100% that her item was out for delivery and would be with her that day when in reality it had not even been dispatched and then refused to admit that he was wrong) rather than the goods or delivery but apparently there is no oversight at all of the customer service staff and no right to complain.
@Winston_Amazon is that correct?
can anyone help me get this information.
Thank you
How do customers make a formal complaint to Amazon?
I have a bit of a strange one.
A customer contacted me because she had bought off us a few times and found us helpful. She had an Amazon issue that she had been unable to resolve and hoped we could help.
Basically she had ordered something directly from Amazon and there had been a delivery issue. She had contacted Amazon customer services and the guy basically just lied to her (i have seen the chat and he definitely was not 100% truthful) so she asked to make a complaint. He told her she could not, there was no complaint’s procedure and that she should contact the seller. When she pointed out that she was contacting the seller and that it had been purchased directly from Amazon. He then fobbed her off with an email address to send her complaint to but it was actually the attachment email address not for complaints. She kept trying but he kept refusing saying it was simply not possible to complain to Amazon.
So the customer contacted me and asked me if i could get this information for her.
So i emailed the MD’s office and told them what had happened and asked them to provide the complaints procedure for Customers (not sellers) so i could pass it on.
They replied asking for the customers ID, when i replied saying the customer had purchased from Amazon and i did not have the customers ID they sent another message to say they were working on it. (they seem far more interested in identifying the customer rather than providing the information)
Its now been nearly two weeks and i keep getting messages saying they are working on it!
Seriously… The MD’s office doesn’t know how customers can make a formal complaint to Amazon. Surely it should be as simple as sending me the link to the correct page on Amazon.
This is now making me think that the guy wasn’t actually lying about that and that there actually is no way to make a complaint but surely that is illegal, they are more than happy to let customers submit complaints about third part sellers but it would seem it is not possible if its Amazon. She is looking to make a complaint about the chat operator lying to her (he insisted 100% that her item was out for delivery and would be with her that day when in reality it had not even been dispatched and then refused to admit that he was wrong) rather than the goods or delivery but apparently there is no oversight at all of the customer service staff and no right to complain.
@Winston_Amazon is that correct?
can anyone help me get this information.
Thank you
19 replies
19 replies
Seller_qZO3ZCjoBXEeL
Why would it be? It is bad customer service but not illegal.
The customer could try emailing managingdirector@amazon.co.uk also sending a written letter to
Amazon UK
1 Principal Place
London
EC2A 2BA
Seller_p9QYGZcYVmf1W
This is something I have found - if a customer has an issue with me as a seller then Amazon are more than delighted to heap fire, rain, famine and pestilence upon me and refund the customer or put a black mark on my metrics etc.
However if I buy something directly from Amazon, then they can cancel the order or delay the order/delivery and there is no possible way to raise a complaint about it or leave any kind of feedback.
Seller_esvgLzKXw2YAl
Jumping on without reading all the aswers so apologies if it’s already been said.
From a quick search, there is a complaints email address. complaints@amazon.co.uk
But virtually all of the bumpf associated with it, says contact support first.
Seller_SITNVuZK87zGK
It might have to be a letter to Amazon head office unfortunately. And if no response there - it looks like it would be https://www.ombudsman-services.org/consumer-ombudsman-redirect
Seller_Hzp8CMWaCk46F
Well that is helpful except the customer has followed that and they simply keep refusing to allow her to complain.
I will pass that on thank you so much and also the ombudsman thing.
Thank you everyone.
Seller_L2WLWf8N814M4
Hello @fedupseller,
If a customer wants to complain, can contact Amazon customer service by email, chat or calls. Based on the type of complain (ex. if is about product, driver…) the contact it will be handled by the right department. The customer can also leave his/her feedback after the contact.
Based on the complain type the customer will /will not to receive further communication about that complain.
Please advise the customer to contact Customer Service, to do the complain and also to check his/her email and there has a link where can leave feedback if is not satisfied with the support received.
Regards.
Nickolas.
Seller_qZO3ZCjoBXEeL
Why would it be? It is bad customer service but not illegal.
The customer could try emailing managingdirector@amazon.co.uk also sending a written letter to
Amazon UK
1 Principal Place
London
EC2A 2BA
Seller_qZO3ZCjoBXEeL
Why would it be? It is bad customer service but not illegal.
The customer could try emailing managingdirector@amazon.co.uk also sending a written letter to
Amazon UK
1 Principal Place
London
EC2A 2BA
Seller_p9QYGZcYVmf1W
This is something I have found - if a customer has an issue with me as a seller then Amazon are more than delighted to heap fire, rain, famine and pestilence upon me and refund the customer or put a black mark on my metrics etc.
However if I buy something directly from Amazon, then they can cancel the order or delay the order/delivery and there is no possible way to raise a complaint about it or leave any kind of feedback.
Seller_p9QYGZcYVmf1W
This is something I have found - if a customer has an issue with me as a seller then Amazon are more than delighted to heap fire, rain, famine and pestilence upon me and refund the customer or put a black mark on my metrics etc.
However if I buy something directly from Amazon, then they can cancel the order or delay the order/delivery and there is no possible way to raise a complaint about it or leave any kind of feedback.
Seller_esvgLzKXw2YAl
Jumping on without reading all the aswers so apologies if it’s already been said.
From a quick search, there is a complaints email address. complaints@amazon.co.uk
But virtually all of the bumpf associated with it, says contact support first.
Seller_esvgLzKXw2YAl
Jumping on without reading all the aswers so apologies if it’s already been said.
From a quick search, there is a complaints email address. complaints@amazon.co.uk
But virtually all of the bumpf associated with it, says contact support first.
Seller_SITNVuZK87zGK
It might have to be a letter to Amazon head office unfortunately. And if no response there - it looks like it would be https://www.ombudsman-services.org/consumer-ombudsman-redirect
Seller_SITNVuZK87zGK
It might have to be a letter to Amazon head office unfortunately. And if no response there - it looks like it would be https://www.ombudsman-services.org/consumer-ombudsman-redirect
Seller_Hzp8CMWaCk46F
Well that is helpful except the customer has followed that and they simply keep refusing to allow her to complain.
I will pass that on thank you so much and also the ombudsman thing.
Thank you everyone.
Seller_Hzp8CMWaCk46F
Well that is helpful except the customer has followed that and they simply keep refusing to allow her to complain.
I will pass that on thank you so much and also the ombudsman thing.
Thank you everyone.
Seller_L2WLWf8N814M4
Hello @fedupseller,
If a customer wants to complain, can contact Amazon customer service by email, chat or calls. Based on the type of complain (ex. if is about product, driver…) the contact it will be handled by the right department. The customer can also leave his/her feedback after the contact.
Based on the complain type the customer will /will not to receive further communication about that complain.
Please advise the customer to contact Customer Service, to do the complain and also to check his/her email and there has a link where can leave feedback if is not satisfied with the support received.
Regards.
Nickolas.
Seller_L2WLWf8N814M4
Hello @fedupseller,
If a customer wants to complain, can contact Amazon customer service by email, chat or calls. Based on the type of complain (ex. if is about product, driver…) the contact it will be handled by the right department. The customer can also leave his/her feedback after the contact.
Based on the complain type the customer will /will not to receive further communication about that complain.
Please advise the customer to contact Customer Service, to do the complain and also to check his/her email and there has a link where can leave feedback if is not satisfied with the support received.
Regards.
Nickolas.
