Michelle S.
Escalation Department That Does Nothing
We had the misfortune of having to deal with ARC because a delivery company hired by Amazon damaged our property. We filed a claim with Amazon and were forwarded to ARC Global Risk for escalation. Here's what ARC's 'escalation' looks like: They contacted the delivery firm, received their denial (unsurprising—they deny everything), and immediately washed their hands of it. Their entire response was: 'The delivery company says they didn't do it. Here's their info, call them yourself.' That's not customer service. That's not escalation. That's a department that exists purely to shield Amazon from responsibility while doing absolutely nothing to investigate or hold delivery services Amazon hires accountable. We provided photographic evidence showing where the delivery company threw the package over our 2.5-meter cat net onto our inaccessible terrace—their own delivery photo confirms the location and the damage to our property. Yet ARC's response was to forward the delivery company's denial and disappear. ARC Global Risk isn't an escalation department. It's a buffer between Amazon and customers whose property they've damaged. Don't expect actual support or investigation here.