On December 4th, I ended up contacting Amazon THREE times with the same problem. I'm still getting headaches from it. Supposedly my issue should have finally been fixed by the third person, but on December 9th a request via the post requested I return something I had no intention of returning. Stating that if I don't return it by January 3rd, I'll be charged (for something I ALREADY PAID FOR).
I had an issue with How to Train your Dragon (HTTYD) in which it arrived different from the product photo on Amazon. In the photo it had a slipcover, and I received my copy without a slip. HTTYD and the sequel HTTYD2 were on the same order placed with Amazon, and the first customer service rep (Melissa S.) kept thinking I was having a problem with the sequel, and I kept saying "No, not the sequel, the first one." She then insisted they had no more stock of HTTYD and offered a refund to ship it back, I said "ok" because Target had plenty WITH the slipcover so I'd just buy it there. However, she continued to not understand the difference between the first and second movie, and gave me the refund for the wrong one. – Amazon actually had plenty of stock of the first movie, it was the sequel that was out of sock, which I found out later – I then called back and the second customer service rep (Belle P.) told me she would fix the incorrect refund by charging me a second time to counter the refund, the two would cancel each other out. She also said she would put in a replacement order for the correct movie. She never did either.
Then after two failed phone calls, I decided to do an online chat, so I could have a transcript for my records as proof of what these people are telling me. The third and final rep (Paul) straightened everything out, or so I thought. He charged me a second time, to counter the refund and explained that he looked through the stock on the computer and none of the copies of HTTYD on Amazon had a slipcover (keep in mind, Target has plenty; Amazon!). So since a replacement wouldn't result in a slipcover, and I didn't want to deal with any more refunds, I just kept the copy they gave me. He understood that I would be keeping my copy, and did not order any replacements.
Now comes more problems: I received a letter from Amazon post-dated December 9th – five days after the problem is supposed to have been solved – telling me I have to return my copy of HTTYD by January 3rd. When I log into Amazon and go to my order history, it also says they are expecting a return. How can Amazon have become so poor with their customer service?
(Click to enlarge)If it's fixed, why did I receive the letter? Between late "guaranteed" Prime deliveries, and this poor customer service, I really don't know why I keep using Amazon. It might be time to stop.
Update: It's now 9:30pm on December 20th. I emailed Amazon to ask why they sent me the letter shortly after posting this, and they were supposed to get back to me within 12 hours, it's now been 25 hours without a reply. If they happen to reply, I'll update further.
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