I know this is not a new complaint, but sometimes it just really galls me.
A customer received an inaccurate delivery estimate, past when the package was expected. They said they would not be at that address on that date, and wanted the package redirected. All of this was through a message from a Customer Support Rep.
We all know that Amazon policy prohibits sellers from shipping to any address other than the one on the order, and even if it didn’t, I can’t redirect a package already on route, much less out for delivery like this order. But that’s what the customer asked for, so the rep faithfully passed that along.
The biggest problem is that these messages are formatted to look much more official, like they are orders directly from Amazon and not requests from buyers. Sellers that don’t realize this could easily believe, and often do believe, that these are Amazon instructions they are required to follow.
Given that, and the fact that Amazon seems to want and encourage this confusion, it would well behoove Amazon to train its reps to stop pushing sellers to violate Amazon’s own policies. Reps need to be trained in Amazon’s policies enough to tell buyers "I’m sorry, but that’s not possible. Sellers are not permitted to ship to alternative addresses because WE don’t let them.
< /rant>
