I Face Delayed Delivery and Poor Support for Amazon Next-Day Baby Diaper Order

I purchased a pack of baby diapers from Amazon with next-day delivery, but despite this promise, the item was not shipped for an entire week. During this delay, I repeatedly contacted customer service, yet I did not receive any positive or negative response to my requests. Based on a previous negative experience regarding a return and price difference adjustment, I waited patiently for a week before approving a return and repurchase process, expecting the price difference to be refunded. Unfortunately, no solution was provided even after one week.

Eventually, I contacted a representative named Ç*, who assured me that since they would be unavailable by phone until Friday, they would follow up via email and process the return. However, Friday passed with no response. On Saturday evening, after still receiving no update, I contacted customer service again. This time, the representative O* claimed without proper investigation that no such agreement was made and that the price difference could only be refunded as a gift voucher, despite previous representatives mentioning it could also be refunded to my credit card.

When I insisted on a proper resolution, O* neither escalated the issue to a supervisor nor transferred me to someone authorized to resolve it. To make matters worse, they ended the chat without informing me, while I was still typing. When I reconnected, another representative finally processed the refund to my credit card, contradicting O*’s earlier claim.

I am extremely dissatisfied with the unhelpful and uninformed service I received from Ç* and O*, who failed to follow through on my case. The product was an essential baby item, and the week-long delivery delay—along with the miscommunication and poor support—was unacceptable. Although they eventually issued a ₺100 gift voucher for the inconvenience, the entire experience was frustrating and stressful.

I demand that Amazon improve its customer service processes, train representatives better, and prevent such issues from happening to other customers. Please take my complaint seriously and ensure accountability for the poor support I encountered.