I just wanted to do a little follow up about our recent strange experience with our shop at Handmade at Amazon. For a quick refresher about what happened to us - visit this post.
I posted that post link on various social media outlets and even tagged Handmade at Amazon in a post or two directly, hoping to gain any attention. Being in the Seattle area, we have a handful of friends who work at Amazon and extended offers to connect me to someone who could help. Which ultimately got me in contact with someone at Amazon!
I received an email a day or two after posting my blog post about our experience from an actual person at Amazon. He inquired about my issue and I directed him to my blog post for reference, since I laid it all out there. Soon after that contact our account was restored! He did offer a direct phone call with me after our account was restored just to make sure that we were good to go. I declined because we got what we wanted, just to have access to our account again.
Shortly after that, I received a direct email from the leads at Handmade at Amazon team. They just wanted to speak with me about my experience over the phone, which I appreciated. They were very apologetic and told me that what happened to us was a weird isolated event, which was reassuring. The two that I spoke with were very nice and gave me the platform to mention things that I felt were frustrating. For me it I was bent out of shape about not being transferred to the department that I needed to speak to by a customer service representative. C'mon I know Amazon has that ability! Secondly, my disappointment in the the on site representatives promoting makers to join Handmade at Amazon at a large local craft lack of information for contacts for sellers. Lastly, this one was more on my own personal expectations as a long time maker, I'm used to having one on one contact with selling sites (I've been with Etsy a long time and have met quite a few admins over the years and they were always very accessible) and direct contact with customers. It's apart of the charm of the handmade maker scene. You are buying from a person who put their hard work and hands on the products. It's a personal experience. I felt that element was missing from Amazon's support.
In the end, we got the help that we needed after all. I hated having to get the attention that we wanted to resolve the issue the way we did though. Thankfully, we were told it was an isolated incident but they wanted to make sure something like this will not happen to other sellers, which was nice to hear.
Thanks to everyone who shared this and got us the help we needed.
Lasers and love -Thea