Prepare for utter frustration when dealing with Amazon CS
Portable Generator - Complaint
UNKNOWN, WASHINGTON -- I ordered a portable generator from Amazon.com recently. The order was placed with no problem and I received a confirmation. Then I got called out of town on business and was to be away during the window that Amazon estimated for delivery. I called CS. After the CS agent put me on hold multiple times (apparently to find out what to do), I was told that Amazon would not work with me on the shipping/delivery date. Even though the item was fulfilled by Amazon and I was only asking that they delay the shipment by a few days to allow me to be home for delivery. My only option at that point was to cancel the order which the CS agent did. She told me that Amazon had only pre-authorized the $1000 for the generator so they would simply release that and the funds, which she said had never been taken out of my account, would be taken off "hold." I checked the account every day for several days. No funds appeared. I called the bank. They stated that Amazon had not pre-authorized but had charged me for the generator. I called Amazon CS again. This CS agent didn't seem to know what to do either so his solution was to submit a refund investigation ticket with some department or other. Meanwhile, still no funds in my account. Almost a week later I received an email from the mysterious refund department stating that they had no record of a current pre-auth on my account nor did they have any processing records that I had ever been charged for the generator. I called the bank again. The bank insisted that I had been charged and the money had been taken out for the generator by Amazon. I emailed CS. They wanted me to fax my bank records and a number of other items. I don't have a fax or access to one. I called CS again. The person I reached this time stated that I had actually been charged, that because it was a pinless debit card, the other CS agents probably hadn't had a clue. He further told me that they would refund me, BUT that they wouldn't refund the card, they would process a check and I could expect to receive my money in 2 weeks. This will be about 6 weeks after I cancelled my order. I didn't have much choice so I agreed to this. I subsequently received an email that they were going to process a check for me and that it was being sent to my shipping address which is not an address at which I can receive mail. Instead of sending it to my billing address which they also had, they sent it to a non-deliverable address. The check will now go into the pit that is the undeliverable mail process at the USPS and eventually, weeks later, turn BACK up at Amazon or, get lost in that pit and have to be cancelled and reissued. I emailed CS again about whether it was too late to send the check to the correct address and they have not responded. By the time I get money back for an order that was never actually placed, it will be months down the road. I can't see how this is even legal and certainly a horrendous way to treat a customer (especially one who was making a fairly substantial purchase). Beware before placing any orders with Amazon.com. Prices might seem nice and low but heaven help you if you have any issues and need to deal with CS. They are inflexible, have no knowledge of their own internal procedures and their processes/policies are not remotely consumer friendly.