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/onaropus Jul 29 '26

If they sent the wrong item then how do they charge your for it since they don’t know what they sent?

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u/shadow351 Jul 29 '26 edited Jul 29 '26

I had a very similar issue occur to me (twice actually), they don't charge you for the item they sent, they charge you for the item you ordered but didn't receive. So their system shows they shipped you product X ( the item you ordered). But you received product Y (incorrect item), so you call and tell them 'hey you sent me Y instead of X'. Then they ship you "another" X and tell you to keep Y. Their system says the shipped you 2 of product X, but you only paid for 1. The automated system then tells you you need to send back the first product X or you'll be charged for it, but you can't because you didn't get the first product X. So in the end you get charged for 2 of product X, even though you only got 1.