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Amazon.com A-Z Guarantee Consumer Reviews

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False Advertising - Failure to File A-Z Complaints
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

In 2014 I bought a 10 inch foam mattress from a company called Sleep Well. I spoke to their customer service representative and also read and re-read their ad on Amazon for this product, since they were a third party seller. I was being deployed by the military for active duty for a period of 2-3 years. Upon my return from the military I attempted to buy a frame for this mattress that was advertised as not needing a box spring - as I was assured by their customer service representative. What I did find out was that my mattress was sold to me erroneously, based on the advertisement and what the representative told me.

Now I was told I needed to buy a wooden plywood to place between the frame and the mattress. Plus the mattress was defective since I was told it could remain in the box until my return. Now apparently, the mattress was defective since it had to be removed to inflate and used immediately. Again the issue of the advertisement and the lack of a box spring again materialized.

The company wrote me stating that the mattress was defective since it was never properly inflated. Secondly if I placed it on any of the frames that they recommended on their web advertisement page - without the plywood to protect the mattress the metal frame would damage the mattress due to gaps rather than a flat surface. I contacted Amazon - spoke to Cody who filed a A-Z Complaint - gave me a complaint # and I was to await Amazon's call or e-mail.

In the process of waiting for Amazon, Cody assisted me in contacting Sleep Well who now operates under a different name. Regardless, Katie from Sleep Well did speak to me about the circumstances of the purchase and the way the advertisement and the customer service representative misled me. No refund would come but Katie did say she will send me a replacement via FedEx and once I received the new one to immediately open the box.

It would take 96 hours for the mattress to fully inflate and any frame that I purchased on Amazon for these type of mattresses despite the way the advertisement read needed a plywood board as a solid base to protect the mattress and to maintain the 10 year warranty.

As I explained to Amazon all the frames advertised for these mattresses - approximately 50-100 all state there is no need for a box spring or any plywood. Amazon after receiving this information, wrote and thanked me, and was sending this information up to Corporate - so that all the advertisements for these frames - whether made by Olee-Zanus or Herculian to name some would have to be revised and updated to ensure that the mattresses were not damaged nor the sleeper injured. In fact they thanked me for this information.

Meanwhile the A-Z Complaint Department denied my claim without ever speaking to me or obtaining any facts. Despite Katie from Sleep Well and I resolving this matter. I then wrote Amazon and indicated in lieu of my research they would have to revise and update all their ads for these frames since they were erroneous and potentially made the mattress useless within a 90 day period of time and could injure the sleeper due to the failure of the weight being equally distributed.

I asked them to compensate me for all my time-aggravation, their false ads and time wasted on this matter. I asked to be compensated by having Amazon send me a conventional bed frame and a box spring so that the replacement mattress would be safe and under warranty for 10 years. Their response was rude and abrasive. Despite Sleep Well and I resolving the matter they, without ever speaking to me, made all these decisions without a shred of information from me as I was told A-Z does.

Amazon's new catch phrase is "If you're not happy return the item for a refund." When I called to speak to someone from A-Z, I was placed on hold for almost an hour. Then some man with a heavy Indian accent responded by being rude and stating that Amazon would not do anything even though my research proved all their ads for these bed frames harmed the mattresses and the sleeper. I was thanked and told it was being sent to Corporate for revision of all these ads that were false and indeed a plywood board was necessary and their no need for box spring ads were all erroneous and false.

Without having an opportunity to speak to the A-Z Complaint Staff a decision was rendered even though I saved them potential lawsuits and injuries to the sleepers. My request was not unreasonable in lieu of how I was mislead and the way the ads still read. Amazon is awful. So I forwarded all this to Mr. Bezos the owner hoping that one of his subordinates read the entire collection of e-mails and realized the pain, suffering, aggravation, lies, false ads I was made to endure.

So far no one has contacted me. Amazon's new catch phrase is "If you're not happy return it for a full refund." So folks after you read this rather lengthy narrative you be the judge - am I out bounds for my request for the frame and box spring or am I in the wrong?

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A-Z Guarantee
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WASHINGTON -- I will not mince words. Sure some sort of appropriate method for dealing with buyers is needed. However, seems to me as a seller that the Amazon A-Z Retarded Stupid Dumb Guarantee Program, as well as extended returns intended to try to make even the worst customers happy are just two of the stupidest things I've experienced.

The staff apparently read tea leaves on the clouds to come up with decisions. The reps are all from another country and apparently don't have the USA street skills to smell a rat. Hands down... They suck. I'll save lots of typing and justification... Just take my word for it. We are talking deaf, dumb, and blind. Step on up and screw over the seller with Amazon's blessing.

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Disreputable Third Party Company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW YORK -- I am a Amazon customer who really enjoyed doing business with this company. Until recently I ordered a deep freezer from Amazon which they get from a third party provider. As soon as I ordered it I canceled when I found out delivery time would be from Dec 1-DEC 30 [ordered Nov 8]. I was told to email the third party directly. So 5 emails later still no response from Bulnestern.

Amazon won't return my money. They keep giving me excuses about the item being shipped already but there is no tracking information. I DON'T even think the company exists. Buyers beware. This made the decision for me not to use Amazon any further. A-Z guarantee is a joke. I will be filing another complaint until I see my money back in my account.

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Amazon Seller doesn't want his camera back after A-Z Guarantee grant
StarStarStarStarStarBy -
Rating: 5/51

Hi, I am a buyer on Amazon. I've been searching for cases similar to mine because I don't know what to do with the new camera that belongs to the Seller, but is still with me! Please, let me know if anyone has a decent advice!! I bought a new Panasonic camera on Amazon Marketplace. The price was lower and I was happy I found it. I live in the UK and thought that the item arrives from the UK as well. However, it turns out that the guy is sending it all the way from JAPAN! When the item arrived to the UK, I had to find out that in order to get it I had to pay customs charges, which weren't mentioned by Amazon.

Anyway, I get my camera and it doesn't have English language menu, of course he didn't write that in the description. It turns out that cameras made in Japan have ONLY Japanese menu. I am not a bad person, I contacted the seller directly 3-4 times, telling him about the problems. He agreed to give me a refund when he receives the item back. After that I faced another problem, I needed a return label from him in order for my customs charges to be refunded at the UK Border Agency. He sent me his address, but come on, I get to pay the return shipping costs. I don't get my customs refund and I can't even be sure he gives me a refund after all.

So I contacted Amazon for help. I described everything and they advised me to claim A-Z. So I did. And I won it. And got all my money back. And already bought another camera without any problems. But I still had this guys camera!! When I got my money back (almost a month ago) I thought that I'm supposed to return the item back with no questions asked. But I still thought of the customs charges refund. So I asked him for a label (that could hopefully ensure my refund at the Border Agency).

I guess he didn't speak good English. We didn't understand each other. So I asked Amazon service for help. They told me that since the A-Z was granted already, the seller HAS to provide a PRE-PAID return label. Amazon emailed him three times asking to give me this pre-paid label, telling that I was already given a refund from A-Z!! The guy keeps on repeating that he'll give me a refund when he gets his item back and gives me his Japanese address written in the email. Now it seems to me that Amazon didn't take money from him, since he is still ready to give me a refund, how is it possible? Amazon just gives it's own money to us without taking it from the Sellers?

The seller doesn't seem to be willing to get the camera back and he doesn't seem to be taken any money. I'm tired of solving this issue, but at the same time I feel sorry for the guy. It would be alright for me if Amazon paid the refund itself. Cause it's a huge company, they don't lose anything, but the camera is VERY expensive and I don't want Amazon to charge him later on after he doesn't get the camera back. What should I do? If I send it directly to him, it's too much risk, cause customs charges probably won't know I'm returning the imported item and maybe he won't refund me the return costs.

If I keep it, I feel kind of bad if they are going to charge him after all. And will Amazon demand this camera from me later on, I don't need any problems with this?? Or is it a free £400 camera on Japanese for me now? Other sellers commenting the behavior of the buyers seem to be pretty angry with them. However, here I have a situation, where the seller is being, excuse me, stupid. And PLEASE, can anyone tell me for how long should I wait for the seller to wake until I can do something with the camera?? I think I could present it to Japanese someone.

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A-Z Guarantee
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I am surprised at the reviews that say the Amazon A-Z Guarantee only protects the buyer; in my case, it only protects the Seller and Amazon.

Item purchased and shipped. Item delivered by FedEx to the wrong location, but signed for. Seller notified; said trace/claim was filed, but no evidence of that. A-Z claim filed. Denied, since the item was signed for (by wrong person at wrong location). Re-contacted seller. They said to call the carrier (always a Shipper responsibility, in my experience). Contacted carrier. They confirmed item was delivered to wrong address. Retrieved it and returned it to the seller.

Re-filed claims with Amazon and Seller, with evidence that item had been mis-delivered and returned. Amazon claim denied and I was told they would not respond to more emails. Seller said they would file a claim with carrier. Again. Carrier has denied responsibility to me and advises contacting Seller. So, almost a months later and having purchased what I need elsewhere, I am still out ~ $250, the items has been returned to seller, and everyone points their fingers to someone else.

Buyer protection, indeed!

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A-Z Guarantee Claims doesn't protect seller
By -

Amazon's A-Z Guarantee Claim is absolutely ridiculous. I'm a student and sold a textbook (worth $75) to another student, who then claims I sent the incorrect textbook which is worth $5. I've exchanged several e-mails with the buyer and was positive I sent the right book. It was clear that he was scamming me, but of course, Amazon only protects their buyers. So the buyer ends up filing an A-Z claim.

Amazon proceeds to e-mail me, requesting relevant information. I've provided them with copies of e-mails I've exchanged with the buyer as well as a copy of my receipt and delivery confirmation slip. They reply to my e-mail stating that I did not include the information the requested. First of all, they never asked specifically what information they wanted, so I provided all information I thought was relevant. The "Accountant Specialists" who supposedly makes the final decision has obviously made their decisions before even taking into account the seller's side of the story.

Amazon is awful and I can't trust them. I will definitely spread the word. I'll probably have better luck with eBay instead.

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Wow, Amazon rocks!
StarStarStarStarStarBy -
Rating: 5/51

TERRELL, TEXAS -- I just have to tell everyone how much I APPRECIATE Amazon.com. They never fail to impress me. Most recently, I had to return a package which I had forgotten about. Do you think they declined to refund the amount, NO! They came through without ANY questions! SO NICE to deal with such a well-run company!!!

They've also helped when it came to Christmas time. I had ordered a kitchen faucet and requested it be gift-wrapped. When it arrived, it was in a blue felt bag with a golden colored ribbon, almost comical. All I had to do was contact Amazon, and again, no questions, they refunded the amount for the gift wrap, very nice guys! I'll continue my relationship with Amazon, it's wonderful.

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Best Return Policy. They Treat The Customer Right.
StarStarStarStarStarBy -
Rating: 5/51

I frequently order from Amazon because of their great selection, low prices and easy returns. I rarely if ever have to make a return. Recently my order included a large nylon dog collar for $10.00. The website picture and description described it as a heavy duty collar. When the package arrived I couldn't believe how cheap and thin it was. I have a 90 lb Lab/Pit who would destroy this before we got to the end of the block. It's going back.

Returns are usually a hassle. You have to get an R.A. number, repackage it then drive to the Post Office or UPS store. This is time consuming for something you don't want. When I logged on to my Amazon account and clicked return I expected a lengthy process. Nope. They said "Just keep it and we'll credit your account" - the $10 bucks. Wow!! No other online retailer has treated me this well. Amazon has definitely earned my business.

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A-Z Guarantee SCAM
By -

The A-Z Guarantee that Amazon uses to protect buyers is a scam and it hurts sellers. I sold a product worth over a $100 dollars and the buyer claimed he was unsatisfied. The A-Z Guarantee states that the buyer is eligible to file for it if he is unable to negotiate a refund with the seller. I offered a refund to the buyer 3 TIMES, if he would return my product. But no, he filed the A-Z claim, stole my product by never returning it, and Amazon refunded his money from my account.

I contacted Amazon about 5 times. They said that their decision is final and I should have "worked out" the differences with the buyer myself. Thanks for the suggestion, considering the buyer never responded to ANY of my emails. Amazon robbed me of my product and my money. And of course, there is NOTHING I can do since they are a rich company who would hire pricey lawyers to squish me in court. Let this be a lesson to potential sellers. There have been numerous complaints about A-Z and there is another negative review about it here. Be warned!

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A-Z Guarantee is a Scam!
By -

Amazon's "A-Z Guarantee" provides no protection to sellers, and in essence means that any unethical person with a credit card can get anything they want for free! After I sold a CD on Amazon.com, the buyer filed an "A-Z Guarantee Claim" saying that he did not get the CD. The buyer then sent me a number of obscene, insulting and harassing e-mails gloating about the fact that he could get his money back from me. I contacted amazon.com within their required amount of time, giving them all the details on the transaction, including the fact that I had sent the CD, when I sent the CD, and transcripts of the buyer's obscene e-mails.

Amazon.com CLAIMS that if the seller responds within this amount of time, they will not remove funds from the seller's account. However, they did remove the funds from my account. When I contacted customer service again, first they claimed I had never sent an e-mail, then later they admitted that I had sent it, but that since it was not a specific "response to Guarantee Claim Form e-mail" they were going to keep their decision to take my money as it stands, and that no further e-mails from me will be answered.

The Amazon site does not provide any form or address to respond to "A-Z Guarantee Claims," so it is hard to see how my e-mail to customer service could have been a more specific "response to Guarantee Claim Form." The buyer in question has recently done this to another seller as well, but Amazon.com does not care. They say "we will apply our policies equally to all customers." Therefore, all sellers are vulnerable to this scam! Be aware!

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2.7 out of 5, based on 7 ratings and
10 reviews & complaints.
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