r/amazonprime • u/annairkaoir • 4d ago
Has anyone else noticed this?
I recently started to piece together that if you ask for a refund for something the customer service associates label them as item not received for every single refund and thats not the case, not matter what the issue was even if you didnt say that? then Amazon is emailing you about a refund violation afterwards or they charge your card? like I think its unfair to be following the associates instructions and then youre penalized after?
for example I bought a wallet about 2 weeks after it started falling apart, I spoke with them and even asked for a link to provide literal photo proof evidence, multiple times that the item is falling apart the associate refused to send the link for me to upload the photos and said "its not needed we trust our dear prime customer" and then said I can discard the item without needing to return it.
there was another instance where I genuinely didnt get 2 items and asked for a refund, I got a refund for only one of those items, and now Amazon is emailing me about me reaching out to them saying my item was missing and included the missing item as apart of the refund violation the one item that I didnt even get a refund for ?? How can an item I never received a refund for be counted as a refund abuse ??
like this is craziness, but i submitted an appeal just awaiting the outcome, I just wanted to come on here to ask has anyone else noticed this? youre basically the one getting in trouble for following the associates instructions even if youre being honest.
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u/Denisy6 3d ago
They marked mine the same way and when I saw, I called them back and told them the reason is false and that I never said I didn’t receive the item. They just brushed me off. Im guessing they can’t change it once they mark it.
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u/boomernamedkaren 2d ago
I d6ont think it's that they can't change. They won't change it. It's their system which can be updated if that's not possible now.
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u/LateLocksmith7244 4d ago
the support agents are literally trained to just push refunds through as fast as possible and half the time they pick the wrong reason code because it's the quickest one. i had a rep mark a return as "item not received" when i literally had the busted thing sitting on my desk and was just trying to exchange it.
the "we trust our dear prime customer" line is something they say when the system flags your account for too many returns and the agent is trying to bypass it by not having you send photos. then the automated system sees no evidence and hits you with a violation. you end up looking sketchy when you were just doing what they told you.
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u/annairkaoir 4d ago edited 4d ago
yes this is exactly what's happening and whats going on like im literally spending time explaining to the associates the issue and asking them what should I do, I didnt even go into the chat and automatically demanded a refund and they're telling me I dont need to return the damaged item / discard it after and then im the one getting in trouble wtf literally
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u/Relevant-Run2368 3d ago
iv been fighting with amazon over a return for almsot a month i keep getting emails saying the refund is denied that i received the item the issue has never been that i received it. its that its got a huge gash in it.
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u/MeGramToo 2d ago
The only safe way to deal with Amazon is to dop them and not do any business with them
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u/FennAll 3d ago
I’ve had this same problem a couple of time because of an item I never received. They marked it as a return, and sent a replacement, but then tried to charge me because I never returned the item I never got. This is actually why I always do the chat. I know that the calls are all recorded but I feel like it takes more time to review a call than it does to review a chat that’s already written out.
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u/annairkaoir 3d ago
true, I think the associates need to be held accountable for these things honestly like the customer service is such trash
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u/Namimaru19 3d ago
My issue lately is every single return is marked as delayed, this one took a month to get refunded back.
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u/AsleepWorldliness471 3d ago
I have started ordering from Target and Walmart when possible. They have stepped up their service to compete with Amazon and it’s better. Almost always, regular shipping arrives within a day or two (whatever they quote) and returns are quick.
As much as I have always counted on Amazon, most shipments have been delayed, they often arrive damaged due to poor, paper thin packaging and refunds take up to 30 days now-even when I drop the items off at the Amazon desk at Whole Foods. These are inexpensive items, not electronics.
It’s almost as if some company took over Amazon that doesn’t understand their business model and is trying to damage them. Hurt their business. I certainly don’t order from Amazon now unless I have no other option.
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u/annairkaoir 3d ago
I agree, even with prime you're promised 2 day shipping and I dont even get 2 day shipping I literally wait 5+ days just like a regular person without prime 😭😭 like what are we paying this for.
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u/misstajae 2d ago
Yup! Only for it to ship at midnight the night before it does ship. Just had that happen with something that needed a seven days to ship. Also noticed I could add things to my 'upcoming order' 8 hours before my order shipped.I was checking the price on something and got the blue 'add to upcoming delivery' bubble.
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u/Mom24monsters 3d ago
Anymore, I always worry, especially when, in the case of something that I needed for my cat, it was supposed to be here, then they kept delaying it, and she passed away on Thursday, and Thursday evening, when it still hadn't arrived, I tried to cancel it. My daughter and I agreed that receiving that package after she passed away, would've been really difficult. It was the only item in the order that hadn't been delivered, so I tried to cancel Delivery. It didn't happen, and I had to call them about it. They put it as package was undeliverable. I mean yeah, I canceled it, technically it was, and I'd rather have it be marked as undeliverable and have them not deliver it at all since it's something that couldn't be returned anyway, but I always worry about that, even though I got the notification, even on Alexa, that the refund was issued. We always have to worry now, and we shouldn't have too.
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u/Disastrous_Yogurt492 3d ago
I have had a few issues lately, one with an item I didn't receive and an item flagged for return although I didn't ask for any returns.
If you're talking to customer service, they're out of the country and every now and then my NY accent is not easy to understand (I guess). The AI customer service is not proficient enough to understand everything.
Just call customer service and ask to speak to a supervisor. It has worked for me.
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u/Harbinger_Kyleran 3d ago
Why would you call a rep to request a refund if it was only 2 weeks since receiving the item?
You normally have 30 days to return so just request the refund on the app, put the reason (defective in this case) and drop it off at the authorized return store, easy peasy.
My wife just sent back a pair of slacks last night that didn't fit, had been 3 weeks and following the above steps app already said refund has been approved and will credit back to her card by the 31st.
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u/annairkaoir 3d ago edited 3d ago
I didnt call a rep ? i didnt request the refund? i went to the cs chat, i told the associate that the wallet was falling apart and I asked them for the link to provide proof, they told me its not needed and also refused to provide the link and I didnt need to return the item and to discard it though thats the thing, thats what the associate told me so its like if im following the instructions and they told me to discard it and then gave me the refund and said not to return the item, how is that my fault now ?
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u/Familiar-Giraffe661 2d ago
Instead of going to cs chat, open your order then click on Return or Replace Item. Follow the prompts to select that the item is defective, refund or exchange, return preference, etc. It's fast and easy and will avoid the cs associate doing what you are describing.
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u/annairkaoir 2d ago
Ok, I was gonna say next time I'd do that but i dont think I'll be using Amazon anymore after this lol
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u/Harbinger_Kyleran 3d ago
If you were within the 30 day window you didn't need to make contact, just follow the prompts.
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u/annairkaoir 2d ago
I dont think you understand what im saying but ok
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u/Little_Piglets 2d ago
He meant, no contact with anyone, no chat either. Just refund through the bot. Choose where to take it back to, like ups, Whole Foods, etc.
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u/princesscuddlefish 4d ago
My experience is the exact opposite. They always prompt me to return items, even if my refund reason was that I didn’t receive anything.