Complaint Review: Amazon.com

Amazon.com not honoring their Returns and Refunds Policies: I ordered an Air Cleaner from Amazon.com. The unit was defective; on, Amazon replaced the unit, and I returned the defective unit.

I received the replacement unit and this replacement unit was also defective and returned to Amazon. Amazon confirmed that there were widespread problems with this item, and that I would be given a full refund for the return to be processed in 7-14 business days upon their receipt of the return (which corresponds to Amazon's posted Refund Policy).

Forty-three days later, I still have not been credited the $144.99. I have contacted Amazon numerous times, and each time, I receive a different explanation as to why I have not received the refund. With one of my last correspondences, I was informed that the delay was due to the fact that Amazon had not received one of the two returns. I inquired as to why I had not been told this in my previous inquiries and was informed that Amazon does not do any research until after 4 weeks have passed since the item was returned.

For the second time, I gave Amazon the UPS tracking numbers for both returns, which verified that both units had in fact been received and signed for by Amazon. Amazon replied that the information provided to me in previous emails from Amazon was correct and that all of the information provided in their email correspondences correctly represents [their] policy at this time (whatever that means).

I would also like to add to this Rip-off Report: A) when contacting Amazon to report the defective units, on both occasions, the return/refund was delayed until I had confirmed that I had consulted the owner's manual and contacted the manufacturer; B) Amazon posts no email or mailing address nor phone number all correspondences from me had to be made via their rather archaic and time consuming online customer service form.

I was never able to communicate with the same person twice and have had to deal with no less than 8 Amazon Customer Service representatives having to explain all of the details each time.

Matthew
San Ramon, California
U.S.A.