Complaint Review: Amazon - Nationwide

So here is how Amazon did not fix their mistake with my order.

You are now connected to Pam from Amazon.com

Me: A TV

ORDER #

107-1661137-7109023 arrived damaged. Amazon provided a RA and I already sent it bac and provided you with the tracking number. It was supposed to arrive in "Pristine" condition and obviously did not. A rep named Chaten PROMISED a refund in the amount of $582.67 would be credited as an Amazon gift card on my account in time to order another TV for overnight air-Saturday Delivery. This still has not happened. WHERE IS MY REFUND?

Pam: Hello, my name is Pam. I am sorry your refund has not been issued yet. I will certainly look into this for you but before I look into your account, I need to verify that you're the account holder. Can you please confirm your e-mail address, the name on your account, and your complete billing address?

Me: (((REDACTED)))

[email protected] //

Pam: Thanks, and how is your name listed on the account?

Me: Timothy Hurley on my wife's (Amy Hurley) Prime Account

Pam: Thanks.

One moment while I review your return.

Me: your welcome...anything you can do to expedite as we're running out of time. The whole point f ordering the TV was to get it in time for the Super Bowl.

Pam: OK, thanks for the information.

I am sorry for the long wait, I'm still looking into this for you.

Me: okay

whatever you have to do...call a supervisor, etc. I appreciate it.

Pam: OK, I am working on this for you.

Me: okay...thank you

Pam: I am so sorry, the refund cannot be issued until the order has arrived into our Returns Center. The previous agent did place an early refund request but it was denied.

This is not expected to arrive until Feb 9. Sometimes they arrive early but that will not be early enough for you to get a replacement tv.

Me: That is complete bullshit and I'm a VERY DISSATISFIED Amazon customer. He gave his word I'd be able to re-order a TV and get it in time for the Superbowl. Thanks for nothing. I want to appeal the decision. What are the steps for that? If you cannot help me any further than please get someone who can.

Pam: I will get you a member of our Leadership one moment and I will transfer you and explain the issue you have.

Me: Thank you.

A Customer Service Associate will be with you in a moment.

You are now connected to Anne P. from Amazon.com

Anne P.: Hello, my name is Anne and I am a member of leadership here at Amazon. Please give me a moment to review the previous chat! Thank you!

Me: Hello Anne,

Here is an exchange from earlier in the day;

"Amazon Your AccountAmazon.com

Message From Customer Service

Hello,

Here's a copy of the chat transcript you requested:

Initial Question: Upon receiving a Samsung UN50JSXXXX XX" 4K Ultra Smart LED TV I had ordered from Amazon and removing it from the package, the bezel framing the LED Screen was broken in the left lower corner of the unit. There was no damage, whatsoever to the packaging itself indicating a puncture or evidence it had been dropped. The only logical conclusion is it was either packaged with the damage or more likely incurred the damage while actually packaging it by not having been aligned properly with the supporting internal material used to frame it for shipping. Seeing as how this was ordered to arrive before the Super Bowl, I'm not very happy with Amazon I have to return it to UPS and won't be able to get another TV in time for the game. Not cool Amazon.

07:16 AM PST Chetan(Amazon): Hello, my name is Chetan. I'm sorry to learn about this. I'm here to help you today.

07:16 AM PST Timothy Hurley: okay

07:17 AM PST Timothy Hurley: A refund process has already been started, but I just wanted to exchange it but another rep said she could not do that with Amazon Warehouse Deals.

Can you do something so I can get the TV ASAP?

07:18 AM PST Chetan: Thank you for helping me with the information.

07:18 AM PST Timothy Hurley: no problem

07:18 AM PST Chetan: I completely understood that you brought the TV for the Game and unfortunately, it was damaged.

07:18 AM PST Timothy Hurley: correct

07:19 AM PST Chetan: As confirmed by the previous representative we won't be able to exchange or send a replacement product as this is Amazon Warehouse Deals.

07:20 AM PST Timothy Hurley: not cool at all...what can you do?

07:20 AM PST Chetan: In this situation, I request you to place a new order. So that I can try to help you with the shipping.

07:20 AM PST Timothy Hurley: I already have free shipping with Prime.

07:21 AM PST Chetan: I would love to help you with the replacement, however, our system doesn't allow for replacing the product. I will help you with the one-day shipping free of charge if it is available for the product.

As I completely understand that this was for the Game.

07:22 AM PST Chetan: So, I will try my best to help you with the delivery of the product in time.

07:22 AM PST Timothy Hurley: Thank you...The problem with that is this. Until the refund hits my bank card, I cannot purchase a replacement TV.

07:23 AM PST Chetan: I request you to please help me with the confirmation when exactly the game is?

So, that I may check for an alternative.

07:25 AM PST Timothy Hurley: The Superbowl is n two days on Sunday February 7th @ 3:25PM

07:25 AM PST Chetan: Thank you for confirming it to me.

Please allow me two minutes of time while I help you with this.

07:25 AM PST Timothy Hurley: your welcome...thank you for working with me.

07:27 AM PST Chetan: I hope that the damaged TV is being returning by UPS Drop Off. I hope it has been dropped at the Drop Off location am I correct?

07:27 AM PST Timothy Hurley: I just got home from picking it up and was about to go back with the return label affixed and thought to contact you before doing so.

07:28 AM PST Chetan: Thank you for confirming it to me.

i have researched on this and I can help you with the advance refund in the form of Amazon Gift Card. Which will reflect in your Amazon account within 4 hours of time from the time of refund issued.

07:29 AM PST Chetan: So, once the refund is issued to your Amazon account in the form of giftcard you can go ahead and place the new order.

I hope this sounds good.

07:30 AM PST Timothy Hurley: That would be fantastic. And you will have it sent overnight? How do I make that happen when ordering? I'm only a half hour or so away from the UPS Service Center and can get it there and sent within the hour.

07:30 AM PST Chetan: This is the best alternative I found to make sure we deliver the TV in time for the game.

07:30 AM PST Timothy Hurley: No charge for overnight?

07:30 AM PST Chetan: Yes, I will help you with the One Day free of charge. Thank you for confirming it to me that you loved the alternative.

07:31 AM PST Chetan: Please allow me two minutes while I make this happen. I will notify my team about this.

07:31 AM PST Timothy Hurley: I appreciate you going the extra mile.

07:32 AM PST Chetan: Thank you for your comment.

07:35 AM PST Chetan: I'm sorry to interrupt you, I request you to please confirm that whether you will be able to print a new return label at this moment.

07:35 AM PST Timothy Hurley: I already have

PA 171 9-30

07:36 AM PST Chetan: As per my conversation with my team, I have notified them that this is the situation and resolution, To help you with the refund in the form of Gift Card we have to provide a new return label for same drop off.

If possible, I request you to please use the new label.

07:36 AM PST Timothy Hurley: Absolutely...are you sending it to my email?

07:37 AM PST Chetan: If you prefer I can send it to email or else, I will help you with the link right away.

https://www.amazon.com/gp/orc/rml/D69Js...(See full link)

07:37 AM PST Timothy Hurley: shoot me the link...what ever is faster Chetan

got it

07:38 AM PST Chetan: Thank you. smile emoticon

07:38 AM PST Timothy Hurley: Okay...I just printed it.

07:38 AM PST Chetan: Thank you for confirming it to me.

07:39 AM PST Chetan: I have notified my team regarding this. Once you drop off the package, our team will be receiving a confirmation and a notification. After dropping off, I request you to please contact us and the refund will be issued to you in the form of gift card as promised by me. I'm sorry that I'm requesting you to contact us again.

07:40 AM PST Chetan: So, once you contact us the refund will be issued directly to your Amazon account and it will be reflecting within 4 hours.

07:41 AM PST Timothy Hurley: that's okay and it totally makes sense for you to not issue a refund before knowing the 1st TV has been dropped off. Now...is there a reference number to use once I get back and contact Amazon again?

07:41 AM PST Chetan: And you can go ahead and place the order, However as I will be in follow up with the account. I will change the shipping speed to fastest shipping speed for free of charge and will send you a confirmation email.

07:42 AM PST Chetan: You can just contact us and I have already notified my team and dropped a personal note with my details on this particular order. So once you contact us with the same order number, the next agent can see the note and will help you accordingly.

07:42 AM PST Timothy Hurley: Same order number from the first order?

07:42 AM PST Chetan: Please be assured, this is my responsibility and I will take care of this. I will personally check this from my end. smile emoticon

07:43 AM PST Chetan: Yes. Once you drop off the product please contact us using the same order number and the refund will be issued."

Now I'm being told it's not going to happen and I find that unacceptable to be told two different things by the same company.

Anne P.: I apologize for the delay, I'm reviewing all the previous contacts and seeing what can be done.

Me: Okay, I understand.

As previously provided, you can check the UPS Return Tracking Number

1Z06AV309000485718 to know the TV that was damaged is en route to you.

I've got five minutes before having to pick up my eight-year-old from school.

Anne P.: I understand. And due to the cost of this item, we had to submit a request earlier when you chatted in asking about the refund. I'm checking on that request to see what is happening with that.

Me: The rep named Pam just told me it was denied

Anne P.: Yes I see that. Unfortunately, the representative that made that promise was in error and should not have done that. When it comes to items that are this expensive we have a very specific policy in place. Unfortunately we cannot give you an advanced refund for your item. We will need to wait until the item is processed by the return center.

Me: Great...no Superbowl. I'm not being difficult. I ordered a product described as "pristine" and it was everything but. It was returned within an hour. I'm very unhappy with Amazon. As a published writer, it's my intent, unless you offer some kind of discount for having SPENT THIS WHOLE DAY on your mistake to post on every social media outlet I can find and describe what happened.

Anne P.: I understand your frustration and I'd be willing to put a $20 promotional credit on to your account for having to spend so much time on this situation. However, when it comes to the refund of the TV it will have to wait until the return center processes it.

Me: $20.00 for all day? You're kidding, right?

Anne P.: That is the highest we can go, concerning this issue. I will apply the $20 on to your account, and send you an email confirmation.

Bottom line: A TV ordered from Amazon described as in "Pristine" condition arrived with a smashed, broken bezel. It was returned within 1.5 hours. A rep named Chaten tells me everything is going to be just fine, just do this, this, and that.

After doing this, this, and that, another rep named Pam tells me a refund won't be issued until Amazon receives the TV, totally contradicting the previous Amazon rep.

Dissatisfied with her response, I ask to speak with a supervisor. Anne gets on the chat and basically tells me the rep should not have promised me a refund, and free overnight shipping on a re-ordered TV so it would arrive in time for the Superbowl. To add insult to injury, she offers some chump change in the amount of $20.00 as a "promotional gift."

That wasn't an offer, it was an insult and is totally unacceptable.

So, I'm left with no alternative but to hunt down and blow up every social media site remotely within cyberspace earshot of Amazon and share how they wasted an entire Friday with this dissatisfied customer.