Amazon Canada offers consumers an extensive range of products and services. As a result, the e-commerce platform has gained popularity, resulting in customer loyalty.
However, since the company is purely based online, customers might struggle when filing complaints to Amazon Canada. Read on and discover how to lodge an official complaint to Amazon Canada.
How Does Amazon Canada Receive And Handle Complaints In 2022?
Amazon Canada accepts complaints through the customer service line (877)-586-3230), which allows customers to request callbacks or live chats on the company’s website, or via direct message on the company’s official social media accounts as of 2022. Unfortunately, the company does not support complaints filed via email and doesn’t have an address for doing so.
If you want to find more information on how Amazon Canada receives and handles complaints, how to make one, the common types of complaints, and the contact information, keep reading!
How Do I Make A Complaint To Amazon Canada?
If you experience an issue while purchasing products and services from Amazon Canada, you can file a complaint via phone calls, online chats, and social media.
That said, to talk to a customer service representative at Amazon Canada, call (877)-586-3230 and explain your issue.
Then, the customer care representative will review the complaint and give you information on how to solve the issue on your own or how the company will solve the problem.
Alternatively, you can speak to a customer care representative by requesting callbacks through the company’s official website.
However, it is important to note that you will have to log in to your Amazon Canada account to access the callback features.
Once you log in to your account, click on the “Customer Service” section on top of the page, which provides several Frequently Asked Questions (FAQs) under different categories.
In some instances, you might find solutions to your issue by reading through the questions and answers provided.
But, if you still need to talk to a customer service representative, scroll down to the “Browse Help Topics” and select “Need More Help?”
Under this section, click on “Contact Us,” which will redirect you to a window that lets you select the category that suits your issue.
For example, the categories provided include:
- Amazon Devices
- Digital content
- Account login issue
- Something else (for issues not under the provided categories)
Once you select a category, Amazon Canada will prompt you to give more details on the issue by showcasing a “Tell Us More” section and summarizing how you can solve the problem.
If you still need to talk to someone, click on the section indicated “or, talk to someone.” After that, two options will pop up: the phone option (for callbacks) and the chat option (for live chats).
If you choose the phone option, Amazon Canada will prompt you to input more details, including your phone number, so that a customer care representative may call you back.
However, if you choose the chat option, you will initiate a live chat with a bot, and you will only talk to humans upon request.
Further, in addition to making complaints through the company’s website, customers can follow the company’s social media pages and make public or private complaints.
Still, you should be keen not to make complaints with sensitive information on the public forum, as all sensitive information should be directed to private messages.
What Are The Common Types of Complaints Made To Amazon Canada?
Based on the FAQs on the company’s “Help” page, the common types of complaints made to Amazon Canada include the following:
- Complaints on orders
- Complaints on returns and refunds
- Complaints on Digital services and device support
- Complaints on Amazon Prime
- Complaints on payments and gift cards
- Complaints on personal accounts
- Complaints on anything suspicious on amazon.ca
- Complaints on shipping and delivery
How Do I Contact Amazon Canada To File A Complaint?
In case of a complaint, you can contact Amazon Canada through the following communication channels:
- Call customer support via (877)-586-3230
- Visit amazon.ca and request callbacks or start a live chat
- Follow ca on Facebook and send a direct message
- Tweet at @amazonca or send a direct message
Can You Email Amazon Canada In Case Of A Complaint?
Unfortunately, you cannot email Amazon Canada in case of a complaint since the company does not provide an email address as part of the communication channel.
However, suppose you want to complain to Amazon Canada’s customer service team.
In that case, you can do so by calling directly, requesting a callback, or sending messages to the company’s social media platforms.
How Does Amazon Canada Handle Complaints?
Amazon Canada reviews complaints submitted by customers and provides resolutions immediately or directions on how the complaint will be solved.
However, if a dispute arises between the company and the customer, Amazon Canada adheres to a dispute policy that directs how the dispute can be handled.
But, it is important to note that the Amazon Canada Dispute Policy does not apply to Quebec consumers.
Moreover, the policy dictates that any disputes or claims resulting from the company’s products and services should be resolved by binding arbitration instead of a court.
Yet, if the claims qualify for a small claims court, a customer can seek this route for conflict resolution.
If a customer needs arbitration, they should begin the process by writing a letter requesting arbitration and sending it to the company’s registered agent at the following address:
- Corporation Service Company, 300 Deschutes Way SW, Suite 304, Tumwater, WA 98501
Additionally, the letter should clearly describe the claim and include essential details about the complaint.
Also, it’s important to note that the arbitration will be conducted under the American Arbitration Association (AAA) rules, including the AAA’s Supplementary Procedures for Consumer-Related Disputes.
How Effective Is Amazon Canada At Handling Complaints?
Unfortunately, review websites such as Complaints Board and Pissed Consumer have a poor rating for Amazon’s readiness to resolve customers’ complaints.
According to the Complaints Board, out of 1,373 complaints submitted by the company, only 108 have been resolved, while 1,265 remain unresolved.
At Pissed Consumer, customers have complained of poor customer service will only 18 issues marked as resolved out of the 2,227 reviews on the website.
What Are The Service Hours For Amazon Canada?
The customer service hours for Amazon Canada are from 5:00 am to 10:00 pm (Pacific Time). Outside this time, both the phone service and the chat option will read as “Currently Closed.”
In conclusion, Amazon Canada receives complaints through callbacks, live chats, and social media pages.
Once the company receives the complaints, it analyzes the issues and provides resolutions immediately or provides a directive on how the issue will be solved in the future.
In case of disputes arising from complaints, Amazon Canada encourages binding arbitration.