When Amazon Customer Service Fails

Here's How to Make the Amazon Corporate Office Listen

Find out the legal options available to consumers that gets Amazon to listen to consumer complaints.

We’ve all been there – you have an issue with Amazon or the way they run things and try to contact their corporate offices. But you find that, despite a few supposed “customer service channels”, including chat and phone lines, it’s nigh impossible to get them to listen to your grievance, let alone offer a satisfactory resolution.

It’s easy to feel like a chump that’s been taken advantage of. Is there anything you can do to make the Amazon corporate office listen?

Use Arbitration to Settle Your Complaint with Amazon

Amazon is arguably the biggest company in the world at this stage. But even though they have tons of money to go around, they almost never work for the good of their customers or provide them with resolutions upon hearing a complaint. More often than not, Amazon will simply divert customers to the side or ignore them, knowing that any contracts their customers sign protect them from various types of retribution.

Indeed, any customer upset with Amazon or their practices may examine their contract and find a clause preventing that customer from taking Amazon to court through a lawsuit. But there’s another way a customer can pursue justice against Amazon.

Independent arbitration involves hiring an impartial arbitrator that can look at both sides of the argument and come up with a binding legal decision that Amazon will be forced to obey. Even better, Amazon’s own contracts arbitration clauses for just this purpose.

Arbitration is Fair, Just, Reasonable, and Transparent

An arbitration case handled by the American Arbitration Association will comply with the Statement of Principles of Consumer Due Process Protocol. These rules and regulations mean that:

  • The process of the arbitration hearing will be fair to both parties (i.e. you and Amazon). A competent and independent arbitrator will be hired to oversee the proceedings
  • A reasonable standard shall be applied throughout the entire process. This means both parties will pay the same for the hearing, it will be in an easily accessible location, and both parties will get all relevant information
  • A transparency standard shall be upheld. This includes offering clear arbitration agreements and allowing both parties to hire whatever representation they desire
  • A few alternatives arbitration, such as a small claims court and mediation, will also be made available in certain cases
  • The arbitration process will be just and any arbitrator’s decision will have the same legally binding status as a court decision, regardless of whether it is an award or a penalty

Arbitration Gives You, the Customer, Leverage

Because Amazon is so large, they’re undoubtedly used to having the upper hand and not having to worry about customer complaints. But when they see that you are serious and that you are going to file for arbitration, they’re much more likely to hear you out and respond to your complaints than they would have been before.

That’s because arbitration doesn’t automatically result in a win for big companies like Amazon. They also know that they’ll have to pay for the expenses for arbitration regardless of whether or not they win. And if they lose, they’ll also have to pay whatever settlement the independent arbitrator deems appropriate for the trouble they cost. When they weigh all of these options, Amazon will be more likely to negotiate with your reasonable demands.

If they still end up playing hardball, you won’t have to spend a penny on the arbitration process or to receive a fair and just hearing. FairShake can help you file for arbitration, and the entire procedure won’t cost you anything unless you end up winning a settlement.

However, be aware that you should only use arbitration for serious cases, not frivolous complaints. That’s because you could be on the hook for any charges Amazon incurs for the arbitration proceedings. But if your complaints really are worthwhile, the odds of your case being deemed frivolous are slim to none.

Leverage Can Lead to Faster Settlements and Real Resolutions

Since you’ll be on equal footing with arbitration, Amazon will suddenly not have an advantage and you’ll both be on equal footing. This makes it more likely that you’ll receive a fast settlement.

To begin the process of arbitration, you first have to formally raise the issue with Amazon before you can resolve your complaint with them. FairShake can help with that if you contact us today.

We’ll send Amazon a demand letter to start a 30-day countdown, before which time they must reach a settlement in regard to your complaint or we will start the arbitration filing process. The countdown is specific since your Amazon contract likely has this period dictated as a requirement for arbitration proceedings.

In about half of all cases, the company headquarters offer acceptable settlements to their customers during the 30-day countdown, meaning the matter will be resolved without having to fully arbitrate. If they don’t offer you a reasonable settlement, you can begin the formal arbitration process by filing your case with the American Arbitration Association. FairShake can both help you with your paperwork and with the following steps.

Do I Need an Attorney?

During an arbitration hearing, you’ll have the option to hire an attorney to represent you, or you can represent yourself.

Considering going with an attorney? It’s usually easier to get a particularly high settlement or award if your complaint is already covered under a particular law or statute. Since this requires understanding various laws in detail, attorneys can be helpful so you don’t have to read deep into the law books yourself. The American Arbitration Association’s Pro Se Case Administration Team provides information to help you represent yourself alone if you decide to go that route.

For certain complaints, like those that deal with robocalls or improper debt collection, attorneys are valuable assistants that can maximize your potential settlement’s value.

What Can I Do Next?

Beginning your arbitration process against Amazon starts by telling us your complaint against them. With FairShake, you can offload the burden and frustration of dealing with a big company and get a fair resolution for your complaint at the same time.

We offer a 100% satisfaction guarantee, so if you aren’t satisfied or don’t win your arbitration case, you won’t owe us a dime.

What's your complaint?


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