DAY 1


Hi! It's Amazon's messaging assistant again.
So, what can I help you with?
3:53 PM
An item I ordered
3:53 PM
Messaging Assistant | Customer Service
Let's see. Could you select the item you're looking for from your recent orders below?
3:53 PM

3:53 PM
Messaging Assistant | Customer Service
OK, I'll get someone to help you here through chat.
3:53 PM
OK, get help through chat
3:53 PM
Messaging Assistant | Customer Service
If you have details you think would help the associate, type them here.
3:53 PM
A
ASHIK HAS JOINED & WILL BE READY TO CHAT IN JUST A MINUTE.
Ashik | Customer Service
Hey Steven, let me help you from here.
Could you please elaborate your concern?
A
3:54 PM
i would like to cancel the order since you have not shipped
this SAME thing has happened before and i dont want to deal with this again
3:54 PM
Ashik | Customer Service
I'm sorry for the inconvenience caused Steven.
A
3:55 PM
see ORDER # 111-xxxxxxx-xxxxxxx
it took 1 month to resolve
someone is stealing cards from you
they will do nothing for 30 days
and then in 30 days they will charge my AMEX card
i dont want to have to deal with a refund
i demand you cancel the order now
3:56 PM
Ashik | Customer Service
I'm sorry that you had to face all these trouble.
Let me cancel the order for you.
Just to confirm, is this the item, Amazon.com Gift Card in a Black Gift Box (Classic Black Card Design) ?
A
3:57 PM
yes
3:57 PM
Ashik | Customer Service
I'm sorry Steven, that the shipping is in advanced shipping process.
Currently I'm not able to cancel the order.
I'm sorry about that.
A
3:59 PM
find me someone who can cancel the order
this is unacceptable
you have not shipped, you can cancel
find whoever it is at ACI card services that is stealing cards
you should have a tracking number/card number and find it
escalate me to someone who can cancel this order
4:01 PM
Ashik | Customer Service
Steven, from my end, I've tried and I'm don't have the option to cancel.
A
4:01 PM
then get me someone who can
4:01 PM
Ashik | Customer Service
If the carrier gets assigned, you can call him and get the item stop from being delivered.
A
4:02 PM
NO
it is not my job to stop delivery because amazon screwed up
i am not going to do this again
escalate me to someone who can help me
4:02 PM
Ashik | Customer Service
Even if I transfer this chat, they may also provide you with the same resolution.
A
4:02 PM
then find me a manager or someone with authority who can cancel
look at my purchase history i buy gift cards from you all the time
dont you think that its funny that this has happened to me TWICE now??
4:03 PM
Ashik | Customer Service
Let me connect you to a member of our Specialist team. It will only take a moment.
A
4:03 PM
H
HERSHEYMARIE HAS JOINED & WILL BE READY TO CHAT IN JUST A MINUTE.
HersheyMarie | Customer Service
Hi, I'm one of the Supervisors in Amazon. How are you today?
H
4:04 PM
nto good
not good
i would like to cancel ORDER # 114-xxxxxxx-xxxxxxx since you have not shipped
this SAME exact scenario happened on ORDER # 111-xxxxxxx-xxxxxxx - it took a month to resolve
i am not going through it again
4:05 PM
HersheyMarie | Customer Service
I'm sorry to hear that
H
4:05 PM
you guys have someone stealing high value gift cards at ACI card services
you should track it down
someone pocketed this card and will do NOTHING for 30 days
4:05 PM
HersheyMarie | Customer Service
Let me try to cancel the order
H
4:05 PM
then in 30 days they will mark it shipped
and you will charge my card
for something that NEVER ships
4:05 PM
HersheyMarie | Customer Service
Yes. Let me check what I can do about this issue
H
4:06 PM
you should have internal audit controls showing who worked the order - and find that person and ask them what happened to the card, or who touched it in the warehouse and find out where the box is
4:06 PM
HersheyMarie | Customer Service
The order is stuck in shipment
It's not stolen
H
4:17 PM
no its not
4:17 PM
HersheyMarie | Customer Service
I need to file a ticket regarding this issue
H
4:17 PM
this is a gift card
its not that hard to process a gift card
since you have not shipped, cancel the order
and stop shipment on your side
4:18 PM
HersheyMarie | Customer Service
The order can't be cancelled because it's entering the shipping process that's why it's stuck in shipment
It keeps saying that it's entering the shipping process but it's not shipping out
H
4:18 PM
open a ticket today and refernece this ENTIRE CHAT
4:18 PM
HersheyMarie | Customer Service
So we have to raise the issue in filing a ticket
H
4:19 PM
i will contact amazon EVERYDAY until it ships
it took 30 days last time, and finally you have to refund my money
look at the last order and go figure out what happened to that order...it still shows pending
ORDER # 111-xxxxxxx-xxxxxxx
technically you still owe me that order
its "still in shipping process"
dont you find it odd that 2 HIGH VALUED GIFT CARDS are "stuck in the shipping process" in less than 60 days?
to the SAME customer
what are the odds of that happening out of tens of thousands of orders a day???
open a case - i want email confirmation of a case #
documenting what i said and what i say will happen
4:22 PM
HersheyMarie | Customer Service
The shipping label was created for the gift card that you've ordered in October but we were able to stop the package so we've processed the refund for that in November
H
4:23 PM
REALLY??? LOL
provide a tracking number
as soon as a label prints, a tracking number is generated
i work in IT systems distribution...
let's see where the tracking number says the carton is
why did it take 30 days for the label to create...or why did the label sit in your warehouse processing for 30 days?
4:24 PM
HersheyMarie | Customer Service
Tracking Number: TBAxxxxxxxxxxxx
H
4:25 PM
thats worthless only you can track that
4:25 PM
HersheyMarie | Customer Service
That's why we've processed the refund for that
H
4:25 PM
fine
open a case
document this
4:25 PM
HersheyMarie | Customer Service
Ticket created successfully. Case ID: 04xxxxxxxx
H
4:25 PM
and let's see how long it will take for this to ship
4:25 PM
HersheyMarie | Customer Service
This is documented
Is there anything else?
H
4:25 PM
i would encourage you to look into this and see if there's anything weird with the order. this is a simple order to fulfill. why did the order not meet SLAs? why is the order stuck in shipping. someone should look into it and see if there is a wider problem.
i'll be in touch everyday bothering one of your script idiots until 30 days later when this is still not resolved.
4:27 PM
HersheyMarie | Customer Service
Yes. Since we've filed a ticket, we'll work on it and see the reason behind of this issue

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