Kieran C.

I ordered 4 records, all came in damaged covers, 1 was unplayable. I emailed customer service and was told I needed to call their customer service during their business hours. When I called, I was told a replacement was being shipped and given an ETA. After another 2 weeks waiting I contacted customer service again and was told nothing is being shipped and they won't honor a return.

Don't waste your time, their packaging is terrible so if your order is damaged they won't do anything about it. I have email chains and phone logs to support this review.

Service has deteriorated in the last few years, it appears I am now paying just to be lied to and put on hold...

I called AMEX today to confirm my flights in August to Europe and ask about covid precautions. I was told that the airport, date and duration of my return flight had changed but no one had informed me. My return flight went from a duration of 13hrs to 38hrs and I was then told I would have to pay if I wanted a better flight or fly from my original selection. I was also told I would have to pay for a bus to the new departure location. I refused to agree to this as none of this was my fault nor was I informed and I was then transferred to the Platinum insurance dept as my card covers travel interruptions like this. An automated service said there would be a 5min wait and I was on hold for 35mins and then the phone was hung up on. When I called AMEX Travel back I was told this department closed at 6:30pmEST, while I was on hold, I asked to speak with a supervisor who then told me the dept isnt even open on the weekends. At the same time I was on the Online Chat service and I was told the Ins Dept was open until 8pm and was given a direct number to call that didnt work.

I asked the supervisor I was speaking to on the phone to send me information to make a formal complaint as I was receiving 3 different stories form 3 different AMEX staff members and I was told there was no further person to contact and there was nothing more I could do. This s terrible service but its worse when this all in response to AMEX changing my flights without notifying me and asking me to pay for any extra cost they caused,

I spent 3 hours on the phone today to be told there is no one working that could help me and I have to call the insurance dept on Monday. I just want Amex to honor their service agreement and instead I pay hundreds of dollars to have my flights changed and then treated like this by the service team.