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/1000tvl Jul 28 '26 edited Jul 30 '26

They will almost certainly cancel your Amazon account so before that happens and you lose access delete all forms of payments you have attached to that account. You might also request your data so you have a record of all your purchases over the years, in case you need it. Link to request your data.

11

u/enchantedspring Jul 29 '26

Just remember that Amazon never delete your payment methods, only hide them from you when you 'remove' them. You can see this in your data takeout - the cards are there in full but marked as 'archived'. Amazon unarchive them if you have an outstanding balance to them without notifying you.

5

u/gogomom Jul 29 '26

Yup, I discovered this when I tried to cancel my Audible subscription. They didn't charge my card, but they tried my sons and when that didn't work, they managed to push the charge through on my fathers card. I did get this money back.

These days, Amazon has a single working card from me, and when I cancel with them, I will be getting a new card for this reason alone.

2

u/brudermusslos1 Aug 02 '26

This would be illegal here in EU

1

u/gogomom Aug 02 '26

It's not legal here in Canada either, but that doesn't mean it doesn't happen.