*) I placed an order on December **, **** (Order ****-*******-*******) for a Polk Audio...

GetHuman-vineama's customer service issue with Amazon from December 2018

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The issue in GetHuman-vineama's own words
*) I placed an order on December **, **** (Order ****-*******-*******) for a Polk Audio *.* channel sound bar system. The item never shipped so I contacted Amazon customer service on December **, **** and spoke with your Customer Service representative, Mudhumitha (see customer service chat transcript - ******** at **:** AM).***) Madhumitha offered to cancel the item and refund so that I could re-order the item. I informed the representative that the price of the item had gone up since my order and that if I reordered I would like a refund for the difference. I was told "Sure, I will help with that difference amount." (see customer service chat transcript - ******** at **:** AM)***) I informed the representative that I would also like the two day shipping covered. I was told to "Please go ahead and place the new order, I'll check for the fastest shipping speed available." (see chat transcript - ******** at **:** AM)***) I placed the order at **:** AM with ground shipping selected (Order ****-*******-*******) which came out to $***.** total. I have the email confirmation of the order and total.***) The customer service representative asked me to provide the "order id", which I provided (see customer service chat transcript - ******** at **:** AM). The customer service representative then changed the shipping speed and responded with "Estimated Delivery Date: Thursday, December **, ****" (see customer service chat transcript - ******** at **:** AM) The shipping cost $***.** and was charged to my credit card, however I never agreed to this amount. ***) I again asked about the refund in price and was told "I'll proces. please give me a moment." The representative then asked "Would you like to refund on your original payment method or gift card?" (see customer service chat transcript - ******** at **:** AM), to which I responded original payment method and asked to confirm that all I would be charged was $***.**.***) The customer service representative replied with "You'll be charged the new amount, and I'll refund the difference amount to your card." and "Don't worry." (see customer service chat transcript - ******** at **:** AM)***) I was informed at **:** AM that the representative had "refunded the difference, Amanda"***) I attempted to contact customer service several times when I noticed that I had not received a refund as I was told, and was able to get in touch with a representative yesterday, December **, ****.I spoke with your customer service representative Jeffrey and explained the situation. ****) Jeffrey asked "Based on your previous chat you want a refund for the shipping charges and the price difference, is that correct?" (see customer service chat transcript - ******** at **:** PM), to which I replied yes. ****) I asked for an email confirmation of the refund, to which Jeffrey replied "Okay, just wait for the email confirmation" and "Done with the refund! This will appear on your card statement on the next *-* business days" (see customer service chat transcript - ******** at **:** PM). ****) I asked Jeffrey for the confirmation and was transferred to his supervisor, Ardy, from the Leadership Team (see customer service chat transcript - ******** at **:** PM). ****) Ardy confirmed that a refund had not been issued to me (or even requested). That means that Amazons customer service employees lied to me not once, but twice. Ardy informed me that he could not resolve the problem and that I would have to file an A to Z claim. Ardy filed the claim on my behalf. I asked if the customer service chat transcripts would "be available for review by the A to Z team" on Amazons end (see customer service chat transcript - ******** at **:** AM), to which he replied "By everyone in Amazon actually". **I checked the chat log this morning and my entire conversation with Jeffrey and his supervisor, Ardy, is missing (conveniently). I hope it is still available on your end to review as I was told it would be. Luckily, I took the time to screenshot the conversation...**So at this point I ordered a product, an amazon employee changed the shipping option (to the most expensive shipping possible) on your end (without my knowledge or direct authorization) and led me to believe that the price difference and shipping would be refunded and was "all set". Upon discovering that it was not "all set" I contacted customer service again, explained the situation and my previous conversation, and was told that the refund was done (AGAIN) and that it would appear on my card within *-* days (which was another lie). Now my A to Z refund has been denied and I'm livid that not only has your customer service lied to me on multiple occasions, but you've also stolen money from me by charging me for something I did not agree to. **Here's the solution: you can refund me the difference in price ($**.**) and shipping ($***.**). I am not going to stop, and will continue to file complaints, tell my credit card that you've fraudulently charged my account, and post on social media until you decide to remedy the situation.

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Customer service issue
Reported by GetHuman-vineama
Dec 28th, 2018 - 4 years ago
Not resolved
Seen by 8 customers so far
Similar issue to 102995 others
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GetHuman-vineama started working on this issue
Dec 28th, 2018 1:33am

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