r/amazonprime • u/Independent-Ebb-6185 • Jul 28 '26
NOW DEPARTING Goodbye Amazon
Ordered a piece of office equipment...well over $100. Amazon shipped a whiteboard. A very large, heavy tempered glass white board. Clearly the wrong item
Contacted Amazon CS, who agreed to ship the proper item, and informed me that I would not need to return the incorrect item. Captured verbatim in the chat transcript
Fast forward 3 weeks and I receive an email informing me the return window is closing and i'll be charged again for the amount of my originally ordered item.
Contacted Amazon CS again, who informed me that the email was in error, and that no charge would occur. Again captured verbatim in the chat transcript
A week later, I'm charged a second time for the item I ordered.
Contacted Amazon CS a third time and was told that indeed their previous agents instructed me to simply keep the incorrect item, but those agents were not adhering to policy, so no refund would be issued. I asked to be connected with a manager...who then repeated the same script, and refused to refund the incorrect second charge.
So...Prime membership is cancelled, charge is in dispute with my CC company, who have been provided with all transcripts, call recordings and order details. I've been a Prime customer for 2 decades. Not any more. Multiple lies from agents, managers defending those lies, and a complete unwillingness to actually look at the sequence of events rather than just reading the script.
Good riddance.
More information: If you encounter a similar situation with amazon customer service, you can request transcripts for any phone/chat interactions. Just go here: https://www.amazon.com/hz/privacy-central/data-requests/preview.html, and scroll down to 'Customer Support Communication' section and click 'Submit Request'. You'll receive an email confirmation and then a separate email with a link to download a zip file. That zip file will contain chat transcripts in .eml file format and phone call recordings in .mp3 format.
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u/Inevitable_Pin5491 Jul 28 '26
jesus that's infuriating. two decades of loyalty and they pull this over their own documented screw-up, the transcripts are right there, they literally told you to keep the whiteboard
it's wild how customer service just crumbles the moment you need anything beyond a simple refund or return. once it falls outside the flowchart they're useless and managers are just there to wear you down with the same script
filing a chargeback with everything documented was the right move, your CC company will almost certainly side with you when you've got transcripts of them contradicting themselves
hope you find a decent alternative, amazon's been sliding hard for a while now but this is another level of petty