Amazon Australia

I have been shopping with Amazon since 2019 and recently decided to join Prime membership to enhance my shopping experience. For years, I had no major issues with Amazon until recent experiences between late November and December 2024.

I understand that the holiday season likely brings a surge of orders from customers worldwide, and I was among those making several purchases. Like any other shopper, sometimes the products don’t meet expectations. However, my recent experience revealed significant challenges in resolving issues with Amazon’s customer service.

Here are some of the key problems I faced:

Multiple Transfers During Support When seeking assistance, I was often transferred between numerous agents, which made the process time-consuming and frustrating.

Separate Return Labels for Same-Day Purchases Items purchased on the same day required individual return labels, forcing me to pack them in separate bags or boxes, which was inconvenient and costly.

Overpriced Items with Questionable Quality Some products I purchased were overpriced compared to their quality, which was disappointing.

Prime Member Pricing Discrepancy I expected better prices as a Prime member but discovered that non-members could get better deals on the same items, often with additional inclusions.

Additionally, attempting to resolve these issues with customer service was highly inefficient:

Poor internet connectivity during chats often disconnected me, requiring me to restart conversations and re-explain the issue to multiple agents. While agents were supposed to read prior interactions, this rarely seemed effective. Inconsistent responses from agents complicated matters, as different representatives offered varying solutions. Some agents were reluctant or unable to locate order details from product descriptions, despite others managing to retrieve this information. One particular issue involved returning multiple items using a single postage label. I explained my preference to consolidate items into one box to save resources, but this wasn’t accommodated. The post office advised attaching all labels to one package and informing Amazon, but this led to further complications. After contacting Amazon’s support, I was assured by one agent that this was acceptable. However, a few days later, I was informed this was incorrect because the items originated from different warehouses.

When I tried to clarify this, the usual cycle of speaking to multiple agents began again. I was asked to provide details about the agent who gave me the wrong instructions, which I couldn’t do since the system rarely keeps customers with the same agent throughout an inquiry. Ironically, a later agent was able to view the chat history and acknowledged the error, but the process was still unnecessarily tedious.

Other online retailers allow customers to return multiple items under one postage label, even if the items come from different warehouses. It’s disappointing that a global company like Amazon hasn’t streamlined this process.

While my experience ended on a sour note, I must emphasize that not all my interactions with Amazon have been negative—otherwise, I wouldn’t have remained a customer for this long. However, these challenges prompted me to share my experience in the hope that Amazon management will take customer feedback seriously. If they review online complaints, they will find similar concerns about poor customer service, overpriced items, unreliable star ratings, and delivery issues.

Although I don’t have high hopes for significant changes, I hope this review encourages others to be cautious when shopping on Amazon and prepare for potential difficulties if they need customer service support.