My order was cancelled with no notice from Amazon. I opened up online chat and had a fun little convo with an Amazon rep and his supervisor, and expressed my concern that nobody reached out to me to revise my order, order something else, or whatever. They seemed more focused on the fact it was a pricing error and there was nothing they could do. My favourite lines were:
Service Rep: I do understand your concern. Please accept my sincere apologies with this issue. I’m sorry to hear that you are not happy with this feature. I will forward your feedback to the dedicated department, and it will be used for future improvements.
Supervisor: I’m sorry to hear that you are not happy with this. I will forward your feedback to the dedicated department, and it will be used for future improvements.
Talk about reading off a script! Actually makes me wonder if these were just bots. Would be pretty easy to program a bot to deal with Soapgate. "Sorry, you get nothing, but we value you and your money. Mostly your money. But also you. And your money. Also, we're improving so as to better serve you(r money)."
I too left a negative feedback after the chat, explaining that they hadn't adressed my actual complaint -- no attempt made to help me place an actual soap order! -- and that it felt like they were just trying to brush me off and make me go away. To be clear, I was nothing but polite and good humoured about the whole thing.
Got prompted to do the callback thing with Amazon. Spoke with a rep who reviewed the chat. She was very nice, apologized for the confusion, and promptly issued me a credit for $32.01 so I could order a case of 6 at full price and get the soap I'd expected to receive -- different scent, of course, as the grapefruit is obviously sold out. For those who care about such things, I went with Orange Ginger. Zesty!
So I'm happy that in the end I get my soap, though it took some tire kicking to make it happen. Hopefully this goes towards actual, actioned improvements in the chain of customer service regarding cancelled/changed orders, so that it's not just an empty promise of "future improvements".
Anyway, it's been fun
Service Rep: I do understand your concern. Please accept my sincere apologies with this issue. I’m sorry to hear that you are not happy with this feature. I will forward your feedback to the dedicated department, and it will be used for future improvements.
Supervisor: I’m sorry to hear that you are not happy with this. I will forward your feedback to the dedicated department, and it will be used for future improvements.
Talk about reading off a script! Actually makes me wonder if these were just bots. Would be pretty easy to program a bot to deal with Soapgate. "Sorry, you get nothing, but we value you and your money. Mostly your money. But also you. And your money. Also, we're improving so as to better serve you(r money)."
I too left a negative feedback after the chat, explaining that they hadn't adressed my actual complaint -- no attempt made to help me place an actual soap order! -- and that it felt like they were just trying to brush me off and make me go away. To be clear, I was nothing but polite and good humoured about the whole thing.
Got prompted to do the callback thing with Amazon. Spoke with a rep who reviewed the chat. She was very nice, apologized for the confusion, and promptly issued me a credit for $32.01 so I could order a case of 6 at full price and get the soap I'd expected to receive -- different scent, of course, as the grapefruit is obviously sold out. For those who care about such things, I went with Orange Ginger. Zesty!
So I'm happy that in the end I get my soap, though it took some tire kicking to make it happen. Hopefully this goes towards actual, actioned improvements in the chain of customer service regarding cancelled/changed orders, so that it's not just an empty promise of "future improvements".
Anyway, it's been fun