Amazon refund denied

Oct 29th, 2019 9:30 pm

#1

System [OP]: Member; Sep 12, 2002; 344 posts; 415 upvotes; Canada

Oct 29th, 2019 9:30 pm

I'll try to make it short as I can.

I had Bragg Organic Apple Cider Vinegar on my save and subscribe for few months. Everything was ok until last month because there was "none in stock", i didn'T receive it. I went to check and there was in stock and sold by BingO and fulfilled by amazon. The price was over 100% than the save and subsribe.

Got a chat with Amazon's customers service. Long story short, the Customer Services Agent told me to order it and he will personally refund the price difference once the item is shipped. I went ahead and did the order (2 bottles). Cost me a total of 37.84$ instead of 16.98$ for two bottles.

Few days later, I received the item and still no refund.

Got a chat with the customers service again and the only thing they can do is giving me 10$ gift card. They say they can't do anything else, because their system can't give me a refund. I can't return the item either.

What are my options here?
Call my credit card and cancel the transaction?
Open a case with Protection Consumer Office?
Accept the fact that I was dumb to believe Amazon Customers Services Agent? (Quebec)

Oct 29th, 2019 9:57 pm

#2

TomRFD: Administrator; Jun 17, 2013; 16935 posts; 33279 upvotes; Scarborough

Oct 29th, 2019 9:57 pm

Try contacting them again about it. I've found some chat agents are a lot more helpful than others.

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+4

Oct 29th, 2019 10:01 pm

#3

System [OP]: Member; Sep 12, 2002; 344 posts; 415 upvotes; Canada

Oct 29th, 2019 10:01 pm

TomRFD wrote: ↑ Try contacting them again about it. I've found some chat agents are a lot more helpful than others.

Thanks,
I'll give another try tomorow. I contacted 2 Customers services agents today. Both said they will refund me then when I ask when and what would be the amount they had to escalate to another "member". Both time ending up saying that they can't do anything for me.

Oct 29th, 2019 10:08 pm

#4

hierophant: Deal Fanatic; Feb 4, 2010; 6701 posts; 6296 upvotes

Oct 29th, 2019 10:08 pm

Hopefully you got the chat transcript emailed to you otherwise highly doubtful you will get your money back.

+3

Oct 29th, 2019 10:18 pm

#5

System [OP]: Member; Sep 12, 2002; 344 posts; 415 upvotes; Canada

Oct 29th, 2019 10:18 pm

hierophant wrote: ↑ Hopefully you got the chat transcript emailed to you otherwise highly doubtful you will get your money back.

I did got all the chat transcript. Unfortunately due to system restriction they can't do anything,

Oct 29th, 2019 10:21 pm

#6

Ticco: Deal Addict; Jun 21, 2008; 2973 posts; 410 upvotes; Toronto

Oct 29th, 2019 10:21 pm

System wrote: ↑ I did got all the chat transcript. Unfortunately due to system restriction they can't do anything,

Why can't they issue you a gift card amount of the refund you're looking for? Why's it limited to $10?

Oct 29th, 2019 10:28 pm

#7

hierophant: Deal Fanatic; Feb 4, 2010; 6701 posts; 6296 upvotes

Oct 29th, 2019 10:28 pm

System wrote: ↑ I did got all the chat transcript. Unfortunately due to system restriction they can't do anything,

I don't believe that they can't issue a refund - it's just an excuse but for the sake of argument let's say it's true then yes they should offer you a GC for the total amount, not $10. I would keep pressing them. I've noticed they've become less lenient with their refund policy ...some changes at the head office that limit refunds I guess.

+4

Oct 29th, 2019 10:52 pm

#8

Evil Baby: Deal Expert; Mar 18, 2005; 23363 posts; 4815 upvotes; Niagara Falls

Oct 29th, 2019 10:52 pm

Return both bottles perhaps.

If chat support can't help you, call in and ask to speak with a manager. Assuming you have the chat transcript telling you to order it I don't see how this should be an issue.

Oct 29th, 2019 10:53 pm

#9

jtcb: Deal Fanatic; Dec 25, 2002; 6199 posts; 737 upvotes; Vancouver

Oct 29th, 2019 10:53 pm

Get a chargeback from the CC.. or at least have the cc do the refund since you have your transcript as proof.

Oct 29th, 2019 10:55 pm

#10

Sonofman: Member; Oct 18, 2019; 274 posts; 162 upvotes; GTA West

Oct 29th, 2019 10:55 pm

If you got the transcript that the agent said he would refund the difference once you make your purchase order take that to your CC and have them refund you if Amazon doesn't. Tell Amazon what you're planning to do, see what they say then

Oct 29th, 2019 11:08 pm

#11

WMPCOT: Deal Addict; Apr 26, 2013; 4017 posts; 3881 upvotes; Toronto

Oct 29th, 2019 11:08 pm

If you've been refused twice by front line staff who are apparently limited to only giving a credit of $10 it would seem time to escalate the matter further up the chain. I'd suggest actually phoning in when you do so.

+4

Oct 29th, 2019 11:08 pm

#12

System [OP]: Member; Sep 12, 2002; 344 posts; 415 upvotes; Canada

Oct 29th, 2019 11:08 pm

Evil Baby wrote: ↑ Return both bottles perhaps.

If chat support can't help you, call in and ask to speak with a manager. Assuming you have the chat transcript telling you to order it I don't see how this should be an issue.

I can't return the bottle. I don't know why it says : "This item isn't eligible for return"

And yeah I guess i will give them a call tomorow, but i doubt they can do anything more than people behind the keyboard. If I'm not satisfied with the situation I'll just call my credit card. Already lost to much time trying to argue with customer support.

Oct 30th, 2019 12:29 am

#13

MastaOogway: Deal Addict; Nov 24, 2016; 1722 posts; 1850 upvotes

Oct 30th, 2019 12:29 am

System wrote: ↑ I can't return the bottle. I don't know why it says : "This item isn't eligible for return"

And yeah I guess i will give them a call tomorow, but i doubt they can do anything more than people behind the keyboard. If I'm not satisfied with the situation I'll just call my credit card. Already lost to much time trying to argue with customer support.

You might need to escalate this to a managerial position. It sucks but often whatever the first level reps promise are false promises. If the first level Rep doesn't refund you escalate it to their manager. Tell them you have chat logs with different reps claiming that they will refund you. Say something along the lines of because of how poorly they handled this situation you will take your business elsewhere and will no longer be using prime( if you have it) and that you will no longer use their subscribe and save.

+1

Oct 30th, 2019 12:33 am

#14

sheyenne: Deal Addict; Aug 14, 2019; 2754 posts; 1358 upvotes

Oct 30th, 2019 12:33 am

I try to avoid anything from the third-party sellers at Amazon. I only buy items that are sold and fulfilled by Amazon. If It's someone else, I avoid as Amazon doesn't do much to handle disputes or issues when I ordered from third-party sellers.

Oct 30th, 2019 8:04 am

#15

TheMaterial: Sr. Member; Dec 15, 2015; 705 posts; 536 upvotes; Toronto

Oct 30th, 2019 8:04 am

Call them. They can do a lot.

I've had a significant refund given based on a delivery drivers incompetence and it was across multiple orders. They can issue you a refund without the item being refunded...easily. The chat people are useless, sometimes you get a decent manager who understands customer service.

Oct 30th, 2019 8:19 am

#16

hightech: Deal Expert; Dec 23, 2003; 16780 posts; 5372 upvotes; Toronto

Oct 30th, 2019 8:19 am

email [email protected] and send them the transcript. This routes the message to the senior people who will resolve the problem. I would ask for the difference owing plus something extra for your time and trouble. I have used this route a few times when I got the runaround and things were taken care of quickly and to my complete satisfaction.

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+5

Oct 30th, 2019 8:48 am

#17

_dc_: Sr. Member; Dec 4, 2004; 730 posts; 729 upvotes; GTA

Oct 30th, 2019 8:48 am

I had a similar issue. I ordered an item that was "Fulfilled by Amazon" that shipped but never arrived. The agent via online chat asked me to re-order the item, give him the order number and he would adjust the new order by the price difference. He even gave me a refund on same day delivery for the new order. It took a few days for the price adjustment/refund to appear but it eventually did. Maybe give it a few days.

Edit: Just checked my account. Item was re-ordered August 2 and the refund was credited August 7.

Last edited by _dc_ on Oct 30th, 2019 8:51 am, edited 2 times in total.

Oct 30th, 2019 8:49 am

#18

System [OP]: Member; Sep 12, 2002; 344 posts; 415 upvotes; Canada

Oct 30th, 2019 8:49 am

hightech wrote: ↑ email [email protected] and send them the transcript. This routes the message to the senior people who will resolve the problem. I would ask for the difference owing plus something extra for your time and trouble. I have used this route a few times when I got the runaround and things were taken care of quickly and to my complete satisfaction.

I've read this route (emailing to [email protected]) few times on this forum and to be honest I wasn't sure if people were trolling or not.

Oct 30th, 2019 10:42 am

#19

hightech: Deal Expert; Dec 23, 2003; 16780 posts; 5372 upvotes; Toronto

Oct 30th, 2019 10:42 am

System wrote: ↑ I've read this route (emailing to [email protected]) few times on this forum and to be honest I wasn't sure if people were trolling or not.

Oh I assure you it is valid. Jeff Bezos made a statement years ago that if any Amazon customer was not happy with the customer experience, that they can email him directly for assistance. Obviously, the company has grown exponentially since 1999 and now a special team monitors this email address to help customers. I hear that Jeff does scan some of the emails time to time.

Interesting article that talks about this: https://www.inc.com/business-insider/am ... ssues.html

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+3

Oct 30th, 2019 4:11 pm

#20

Electrah: Deal Addict; Jun 18, 2018; 1559 posts; 986 upvotes; Toronto

Oct 30th, 2019 4:11 pm

All chat agents are useless and full of shit. You got to call in, and even then you may get idiots. Just ask for a manager/supervisor (that's the magic word for them to shut up)

+1