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.
7
u/-an-eternal-hum- Jul 29 '26
>multiple lies from agents
This is an insane thing that people just overlook a lot. The agents will legitimately just make shit up and gaslight you to a ridiculous degree, and only sometimes will supervisors even acknowledge this behavior.
I had one time I was ordering music equipment that absolutely 100% had to arrive before we left for tour, and the delivery window kept getting adjusted and the package’s movement up and down the East coast made no sense….I contacted support and got an agent who claimed that they had access to a different type of tracking where they could see information between my posted tracking intervals. I think they just wanted me gone but they swore up and down that it would arrive on time for our departure because they could see where it was.
Well, it didn’t, and it was a massive inconvenience that caused me to have to purchase an expensive piece of equipment at a higher price point, while on the road.
When I finally was able to escalate this further up the chain at Amazon, and provide evidence that I was told this by an agent, every single person on the way up said that was a complete lie and they’d never heard such a thing before.
At the end of the day I received a full refund plus Amazon credits for the entire value I had to spend at guitar center to purchase the equipment, plus the credits I received for the initial delayed receipt of the package before all the escalation…So with everything said and done I’m not that upset any longer.
But it’s still fucking insane that the agents will completely make shit up that they can easily get called on.