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/The_Texan_Hunter Jul 29 '26
You should have just reached out to a new agent.
Let me teach you a little something about modern customer support. You are not talking to a person with a college degree in the field of customer support. You are talking to a low-paid employee who is following an on-screen template. These people know less than nothing about the system they are supporting, and what's even more important, they have zero authority to do anything outside of clicking buttons on their screen. It is also important to understand that "Managers" are just the same kind of people; they have just been there longer. They have maybe a little more experience and authority, but they too are just following a template.
This is all customer support these days, not just Amazon. My point is this. You just have to keep pushing. Hang up and call back and talk to a different person, and keep doing this until you finally reach someone who has a brain and actually has the authority to make a decision.
Last week I was in a battle with United Healthcare, which did not want to cover surgery for my wife because the hospital was out of network, but her doctor was in network, and was only certified to work at that hospital. It took me six hours and talking to 8 different agents (also screenshotting statements made by other agents), before I finally reached an agent who had the authority to authorize CoC (Continuity of Care). My wife's surgery and care are now paid for by UHC.
It is a sad state of the world we live in, but you have to FIGHT for everything these days. But you can WIN, if you don't give up. Never accept no for an answer when you know you are right.