I ordered a chainsaw bar and chain combo through Amazon. The package came, but there was only a bar in it...no chain. The bar is perfectly fine, I just need the chain. So I try to go online and request that they just send me the rest of what I ordered (a chain), but there's no way to do that. None. The only option on the website is a return.

So now I have to return the stupid thing, and either order another one (which is no longer available for the price I paid for it) and pray they actually send me the entire product this time, or go get one somewhere else. It's an idiotic solution to a simple problem (and a problem that they created by messing up my order).

Screw Amazon. Their returns system is really easy, but unless your situation conforms exactly to their online process, there's no way to resolve simple issues like this. It's purely about making the process easier for the company at the expense of customer service.

I can not tell by reading your post, whether you actually spoke with an Amazon customer service rep, either by phone or by chat.

A conversation might solve your problem.

If you drill down through the help menu, there's an option to email them or chat with them or phone them. Any of those will resolve your problem

My wife resolved an issue similar to yours easily with a 'chat' and a live person phone call. Amazon's customer service is excellent if you can navigate to the various manners of contact.

I'd talk to them on the phone. They will likely be able to issue a credit which will effectively make the new purchase at the same price as the old one.

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if you can navigate to the various manners of contact.

And there is the problem. The only option on the order screen was a return. I couldn't find a phone number or chat option anywhere. It may have been an option somewhere, but they sure don't make it easy to find.

I already clicked the return, so it's gotta go back now. I'll take my refund and go buy it somewhere that I can actually talk to a person.

To get help via chat or phone scroll to the bottom of the page and click on bottom far right "Help"



That will get you to the Help menu. Click the "Need More help" and then "Contact us" on the right.

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I already clicked the return, so it's gotta go back now.

No, it doesn't. You can cancel the return and speak to CS if you follow the 'contact us' link indicated above. They will make it right if you give them the opportunity.

 
For anything that does not "fit" their predefined return/exchange/etc options, I always call customer service, at ‭(888) 280-4331‬. You'll get a thousand apologies, your order fixed right, and probably an extra $10 credit to boot.

I’ve had the opposite experience every time I returned something. Actually, for such a large company, they kick ass in the customer service area.

So I called the number. The lady I talked to was very nice, but told me I still need to return the bar, because it was sold as a package item...they can't just send me a chain. She offered to change my refund into a replacement, and I told her that I had tried to do that, but the item I had ordered was now priced $15 more than I had paid when I ordered it, and I didn't want to pay that much. She told me the replacement would be the same price, since it was a replacement, so I agreed to this. She put me on hold for a bit, then came back and said my item is out of stock, so they can't do a replacement.

So I spent 20 minutes on the phone with CS, and I'm right back to where I was when I started. Screw Amazon.

I've had my problems with Amazon. There is a thread I started here about them. Overall though I like them. I've returned a few things a year. Normally it's easy but I've run into the same issue you did. PIA when it happens.

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Originally posted by 92fstech:
So I called the number. The lady I talked to was very nice, but told me I still need to return the bar, because it was sold as a package item...they can't just send me a chain. She offered to change my refund into a replacement, and I told her that I had tried to do that, but the item I had ordered was now priced $15 more than I had paid when I ordered it, and I didn't want to pay that much. She told me the replacement would be the same price, since it was a replacement, so I agreed to this. She put me on hold for a bit, then came back and said my item is out of stock, so they can't do a replacement.

So I spent 20 minutes on the phone with CS, and I'm right back to where I was when I started. Screw Amazon.

Just buy it local. A chainsaw is something I might have questions about, need service for, etc. so I prefer to buy things related to chainsaws locally. It’s worth the extra cost to have a local business like that handy. I gladly pay more to support local when I can, it’s generally much more convenient.

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Originally posted by V-Tail:
I can not tell by reading your post, whether you actually spoke with an Amazon customer service rep, either by phone or by chat.

A conversation might solve your problem.

It’s not as easy as it use to be. The phone number for support is really hard to find now. I had an item that tracking said was delivered but wasn’t. It was impossible to fix this without speaking to them. All available links said it was delivered and the only option was to return it.

They definitely changed things to make it more difficult to get in touch with a human.

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Originally posted by henryaz:
 
For anything that does not "fit" their predefined return/exchange/etc options, I always call customer service, at ‭(888) 280-4331‬. You'll get a thousand apologies, your order fixed right, and probably an extra $10 credit to boot.

Thanks for the phone number. I’m saving that.

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Thanks for the phone number. I’m saving that.

Yes, thanks from me as well! I wasn't able to find that number anywhere on the website...if henryaz hadn't posted it, I likely still wouldn't have it. Long story short...still pissed at Amazon, but Sigforum is awesome !

Best place to buy bars and chainsaw chain is Cutters Choice.

https://www.cutterschoice.com/ShopFrontPage

If only there was a way to quickly search and harness all the information available on the internet.



I've went this route at least a couple of times in the past. (Googling for the phone number, that is.)

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If only there was a way to quickly search and harness all the information available on the internet.

Granted, I could have done that. But shouldn't a company that is taking your money in exchange for a product put that information somewhere on their own website where it's easy to find...like on the order page next to the "feedback" or "return" options, where somebody would naturally go if they had a problem? Expecting your customers to go "google it" isn't good customer service.

I also had a good result from an email to Jeff@amazon.com. “Jeff” has a gazillion helpers that respond quickly.