Recently I have come across something about Amazon customer service, it is very disgusting and sad for both customers and sellers.

We are the FBM seller of large sofas, and the product's size cannot be FBA

Event 1: The customer ordered the sofa on November 4th, and the delivery date is November 21st. We used Fedex logistics to deliver the sofa。 It was delivered to the customer on November 10th, and the proof of delivery was also showed on fedex. An A-Z was opened to us on December 6th, claiming that the items had not been delivered, and Amazon directly blamed us and deducted the payment!! We appealed, provide all the detaill and proof but failed.

Used authoritative Fedex logistics, and there are delivery photos to prove. It is shameful that Amazon is completely ignoring the seller's behavior in order to meet the fraudulent needs of customers. This happened twice in just one day! ! ! We had opend case for that, but No one responded to the case

Event 2: Another customer ordered the sofa on November 19th. We used Fedex logistics for delivery, and the customer contacted Amazon customer service to say that one of accessory is missing and just re-send is okay, but Amazon customer service staff directly open the A-Z, the reason is the shipments are missing and had not been delivered!! Moreover, this claim has no reviewed, which directly affects the performance of our account and full refund . We contacted the customer and solved the problem. The customer contacted Amazon customer service to cancel the A-Z, but the customer service staff asked the customer to cancel the order and place the order again, saying that the A-Z was directly passed due to the staff's operation error, resulting in A refund. But the customer has already received the sofa. The customer and I thought it was redicoulous!

We used authoritative Fedex logistics and have photos of delivery. The customer also received the sofa, but the Amazon customer service staff misunderstood the customer's meaning, and the operation error caused the loss of the seller and the customer.

Event 3: We have recently received some A-Z claims in these few month. Customers just contacted Amazon to deal with after-sales issues. Amazon customer service will directly open the A-Z claim, and the claim will be directly deducted. Due to the working attitude of the customer service staff, they did not want to investigate the order details and process of the entire order, so the performance of the account was affected, and our store lost the BUY BOX and unreasonable deduction, which caused great losses to us.

The relevant customer service staff and the team, in order to save time, led to dereliction of duty, which is completely contrary to the job function of the position, and ultimately these consequences are borne by us. It's a complete waste of time and money under the this "Amazon's customer service". Hope Amazon can strictly investigate the relevant departments and personnel, otherwise Amazon platform will be damaged by the dereliction of duty of some personnel and team.