Amazon customer service is Appalling! I needed to return two damaged items and went through the returns process online. The courier arrived on 3 occasions to collect them. Each time with a car when, as items are heavy and bulky, a van is needed. After each failed attempt I have contacted customer service by live chat and telephone. Further collections were supposedly arranged with Hermes who didn’t turn up even after I waited in on days for them. At this point I had contacted them at least 8 times. The whole experience was utterly frustrating. On 2 occasions the call was disconnected. Eventually Amazon customer service told me I have to arrange my own courier and they will refund. However, I tried again and, after explaining all the details again, this assistant said she went through to the large items department and had arranged the collection for the following Tuesday. Again a courier didn’t turn up. I tried to contact Hermes direct. They only provide digital chat. I inputted the parcels tracking number and waited about a week for a digital response which said they couldn’t locate the parcel. I then went online to arrange my own courier. The cheapest courier costs £126 yet the item cost £90. I contacted Amazon again to check they would refund this large amount. He said yes. But as so many CS advisers have told me different things I don’t trust anything they say. I am now left with two large and heavy items unlike want or can afford to fork out £126 for their return. It definitely is the worst customer service I’ve ever experienced and I will not buy anything through them again.