The current purchase process irritates the s**t out of me and today another customer is unhappy.
Buyer purchases 2 items
Buyer receives 2 items
Buyer writes email that when purchase was made a "Buy 2 get 1 Free" offer existed, please send third item.
Inspection of the listing today shows in Product Features those exact words.
Phone call to AMZ SS was infuriating, although the lady taking my call was extremely good at her job, apologetic and tried to help.
The outcome, effectively, was not to offer any compensation, no refund or third product, just to explain the site error and wait to see if the buyer becomes even more unhappy.
Unfortunately for the buyer, I did this. I had wanted to offer refund or replacement, but AMZ SS advice is "not to encourage this" and of course they refused out right to confirm my account would be credited if I actioned a refund.
How customer unfriendly is that ?
Edited by: Cosmo on May 3, 2013 9:43 AM
We have this a lot as well and are more often than not losing out in order to try and keep that all important "customer experience" at a high ebb.
It is amazing that a material change like that can be incorporated into a listing when a simple correction from unknown binding to paperback or whatever, so often gets thrown out.
In a way Amazon has got so big now that more and more of these sort of errors are proliferating to the exclusion of correct listings and unfortunately, according to seller help, the onus is on us to ensure all our listings remain accurate at all times which as we all know is virtually impossible (and usually only picked up if someone orders a product that has been changed since it was originally listed).
It is the Amazon catalogue, yet they take no responsibility for it! A seller would have more control putting a card in the newsagent's window.
Given them their due, they did de-merge when I complained, but it shoouldn't have been necessary.