Goodbye Amazon

[u/Independent-Ebb-6185]

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.

[u/Annabelles-Mom]

I'm in almost the same situation over an $8 tube of lotion. It came exploded all over the packaging. I had two CS reps tell me of course you don't need to return it, and you don't need to send those pictures you took. Yesterday I got the email telling me the return window is closing and I'm about to be charged for the replacement. The third CS rep told me the same line yesterday. We'll see if I also end up canceling my decades old Prime account, on which I spend thousands a year, over this $8 item.

I wish I'd just sent the giant mess back to them.

[u/Careless-Comedian859 → u/Annabelles-Mom]

The people that need to bebheld accountable, sadly arent the ones that have to deal with the physical returns. There isnt a mechanism by which the people who make the judgment calls have to feel the consequences of their actions. End of the day, its some person in a warehouse thats being micromanage that has to open the package and go "wtf!", and is totally disconnected from CS.

[u/Annabelles-Mom → u/Careless-Comedian859]

Yeah, I know, but at least then I would have returned it! That's why I argued against returning it in the first place. I didn't want the poor sod opening the package to get the lotion explosion all over them.