An unhappy Amazon customer took the issue of his missing parcel to the top boss by emailing Jeff Bezos directly and was shocked by his incredibly generous response.
Max Wilkes took to Reddit to share his experience when an Amazon order went missing.
The item had cost him £1,099.97 ($1,417.06) and when it never arrived, he decided to take matters into his own hands by sending a note to the former CEO.
Advert
Wilkes was blown away when he received a reply on Bezos’ behalf, revealing that the email said: “My name is Keisha and I'm with Amazon Executive Customer Relations. Jeff Bezos has received your correspondence and I'm responding on their behalf. I'm very sorry to hear of your delivery experience related to order (order number redacted).
“Please be assured that from an Amazon perspective it is completely unacceptable for a driver to act in this manner. This individual driver failed to meet the high service standard we set for our customers.
“The details of this incident have been passed onto Senior Management at the carrier who will fully investigate the driver’s behaviour. I ask for your patience while we investigate this issue.”
He then revealed that Keisha followed up personally by giving him a call to say that she had refunded him for the item.
Recalling the conversation, Wilkes wrote that Keisha had said: “Also, as apology for the poor experience and as a gesture of goodwill, I've issued a £100 gift card to your Amazon account.
“Thank you for being a valued member of our Prime family. We look forward to serving you again - and serving you better - next time.”
Wilkes added that he was also informed during the chat over the phone that Keisha would be “following up with the call centre staff and they’re going to receive further training and escalation methods to ensure this isn’t repeated”.
It’s safe to say that people were pretty impressed with the response.
In the comment section, one user wrote: “Yesssss go OP. Way to score one for the little guy. Clearly flaws in the delivery process as I’ve seen (2nd hand) through a friends PS5 ‘delivery’.”
A second posted: “Yea so when I worked there this is what I was told by a warehouse top level manager: if you email that email it’s the fastest way to get a response because Jeff’s team doesn’t f*** around.”
A third said: “So glad you got it resolved, in possibly the coolest way possible.”
But there’s always one who bursts the bubble, with a fourth adding: “Great news! Although there is no way Jeff Bezos actually read your email - they'll have a team monitoring that inbox.”