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Amazon.com A-Z Guarantee Consumer Reviews

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A to Z Guarantee They Lie to You
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HONOLULU, HAWAII -- I purchase a pressure washer from Amazon and the can pump seller who sent me the product not packed correctly and not assembled and wired even and in 2 packages, as someone with a company that I buy many commercial machines I have never had one come unassembled other than a handle, but no this was in 2 packages. Both packages damaged and more incomplete missing so much things and then the directions are 2 pages folded in half, very vague and worse 2 pages in another language and no instructions on how to wire it so I can plug it in to even see if it works as damaged as it is, the seller refused to answer me or take my calls they hung up, and over 10 supervisors at amazon reading the same lies they guarantee you from a to z.

They will lie to you so as to make you feel secure and then nothing, oh your a to z guarantee to get your hard earned money back is canceled once the seller send you a shipping label. Oh and it requires me to eat the cost of the insurance I have to put on package if I don't a to z won't honor and worse I am in Hawaii and took the 200lb product to UPS and was told I had to pay $600 for shipping and nearing $100 for insurance so the seller can collect the value of the damaged machine getting paid twice for the garbage that was sent to me, their packaging had no handle with care. No this side up. Nothing.

And why the delivery guy literally used the hand truck and dropped it at my feet with a clang and a bang upside down and the so called box was wrapped in tape and wasn't a square or rectangle. It was a busted up potato and here I am 3 months after almost 4 still trying to get my money back as I was not willing to put 700 more dollars in the loss column as amazon won't even guarantee me to reimburse the shipping or false security to send you a prepaid return label. Ups won't honor it due to weight and the fact it has to be sent back to Canada.

The only guarantee the a to z is that amazon will guarantee they read all their lies to you to make you feel like they listening and you will get your money back when only guarantee is that they will lie to your face take your money and you will never get it back as they lie. Say they will investigate the seller when they don't seller still selling and then they say they will suspend seller till investigation is done no seller still up and selling, they read the correspondence from me to seller and how they answer and still nothing done and to investigate.

They should have someone pick up this product as I won't take it again to ups so they can see what I received and in its condition as that would be the very first thing done in any investigation but no nothing but lies. We will call you in 24 hours and email you from claims department, never a call back. Only email is another bogus return label which when emailed stops the return of money process happened at least 10 times still nothing solved and I am still without my money.

The seller is a thief and more amazon is a bigger criminal and thief as they are the biggest of liars and more shilocks they make billions and can't return what they say they would. Not even credit at the amount I am out. So I wait for a call that won't come and I have been ripped off and am angry at hearing lies and I tell the so called supervisor to watch what they say to me as I have heard the same lies in the exact same words as they read it to you and then say ** you and your money sucker and just keep stealing from every buyer as they are the biggest crock of **

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Amazon's A Through Z Guarantee Is Bogus AF
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PHILADELPHIA, PENNSYLVANIA -- Amazon can get no more of my money, I went through three associates and had to wait two bogus days for a response from their bogus behind third party seller with those fake five star reviews they got on they stuff. I had bought a laptop earlier this year and managed to make it somewhat usable, I literally only bought it for the Sims4, it was an Acer laptop E 15, but I know good and well that nothing should be completely system crash over a single game and some files, I even got rid of a lot of files I had to keep the laptop itself running smoothly, the whole thing's system was effing up, I have never had a laptop that crashed over a single thing in my life.

This laptop was over 600 dollars and with Affirm it came to over 700 with interests. I even planned on getting an SD card for more space, this was an investment for me and I had planned on keeping this laptop for a very long while until I paid it off and got another laptop or better yet a built PC and would still of course keep the laptop and give it to someone else who wanted one.

But I have had problem after problem with it, I had to shut it down, turn it back on in order for it to work, I have had force it to work sometimes just to run something simple, and then it just crashed on my and took so long for the Automatic Repair of which it does not do. This laptop doesn't even get used all day every 24/7, it is not overused to the point of it overheating, it is charged appropriately and everything, everything is closed before shutting down, I make sure to take out files I truly don't need, everything.

HotDeals Express is bogus AF and there are reviews on their third party site on Amazon of which Amazon themselves have allowed for them to have that platform of people being sent the wrong thing, one even had something of the A through Z Guarantee being denied when it shouldn't have been, Amazon needs to get it together, and I will not be paying any more payments to the third party seller anymore, and Amazon as a whole, they will get no more of money period.

I have every single one of those Amazon associates information, pictures, everything, and ya know what. One Amazon associate I asked if I was gonna have to still do the payments if nothing was resolved and she gave a vague answer saying they would do everything they could to help, that meant yes, so everybody gets free money. I will pay off the rest of stuff I have bought, and gotten, and had no problems with from Amazon, other than that Amazon gets no more of my business other than to get an inhaler when it's not at my local store.

When you look up HotDeals Express you barely get any reviews about them, on Google no less, Amazon needs to take better care of who they decided to let on their platform, but I guess they don't care as long as they get people's money cause that's all they care about. I will take this also as a lesson to look at reviews and don't trust anybody to buy from cause I essentially am getting scammed from HotDeals and Amazon either their bogus Guarantee, because now what am I supposed to do with this laptop? Spend thousands to fix it as compared to how much it was bought for? This laptop is out of warranty on Acer, this is friggin ridiculous! After this I'm wary of ever buying any electronics from Amazon period, they get out with that!

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

CALIFORNIA -- My claim was denied and should NOT have been denied based on the A to Z Guarantee eligibility stipulations. The seller imposes the following conditions for the return of the item even in a new, unused, unopened condition as stated in their return instructions sent to me, which I quote "I will certainly authorize the return request for you, but please be advised that you will be responsible for return shipping costs as well as a restocking fee. Please package this item carefully and return it using the unpaid mailing label provided. Once the item is returned to my possession, I will inspect it & issue a refund less any shipping charges & the restocking fee. The restocking fee will be 20% of the cost of purchase if the item is returned in its original, unused condition".

In the "A to Z Guarantee" eligibility document, in bullet point 6, it states eligibility is met if "The seller didn't provide a prepaid return label." And "The seller didn't offer a full refund of the item without requesting the return of the item." Clearly the stipulation from the seller to pay for shipping to return the item and then pay a 20% restocking fee meets the criteria for refund in the "A to Z Guarantee", based on bullet point 6.

In addition, my appeal to the original denial based on that, was denied because I didn't return the item within 14 days of receiving the return label. This despite filing 3 "A to Z" claims beginning on the day I received the item, (two of them were ignored, I have copies of the correspondence), and I was told NOT to return the item! In a final effort to right the wrong, I called and asked to speak with a supervisor. After I was connected and was explaining the situation, he disconnected me in mid-sentence and no one called me back.

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Amazon Claims That UPS Tracking Delivery Does Not Prove the Items Was Returned to Seller
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SEATTLE, TENNESSEE -- We ordered a TV from a third party seller on Amazon on Nov 23, 2017. Delivery was promised by 6 December. A TV was delivered on 7 Dec, but it was an earlier model, without Wi-Fi and with older generation apps. We immediately notified the seller by e-mail on Dec. 7, and got a Return Merchandise Authorization ("RMA"), that included a UPS label, requiring drop off at UPS. We took the package in the original box, and also in the original Amazon shipping box to UPS on Dec 9. UPS gave up a receipt.

The seller was entirely responsible for the form of the RMA as well as the process and manner of the return delivery. The seller selected UPS as the carrier for the return. The Return Merchandise Authorization was written by the seller; the UPS label was prepared by the seller; we printed the RMA from the form provided by the seller; UPS followed the instructions given by the seller and made the delivery; we were never been advised that there was any problem with the delivery, by the seller, UPS or Amazon. UPS tracking reported delivery on Dec 12 to the address the seller provided on the RMA.

I sent an e-mail to the seller requesting a report of the status of the refund on 15 Dec. There was no response from the seller. Amazon then refused the claim for the refund because we did not require UPS to get the seller to sign for the package! Amazon also refused an appeal for the same reason.

All of the problems with this transaction are the result of shoddy action and inaction by the seller. We acted promptly to return the (wrong) merchandise two days after delivery, and three days later UPS confirmed that it was delivered as the seller requested. We are very disappointed with this entire transaction, and would never have put the order in, except for the fact that Amazon provided the security of the guarantee.

If that guarantee can be avoided by an unscrupulous seller that deliberately issues RMA mailing labels without a signature required on delivery to themselves, the burden should rest on the seller, not the buyer. There is no indication that the delivery was not properly made. All the evidence, the e-mail records and the confirmation from UPS show correct and timely processing by myself and by UPS. The delays, shipment of the wrong model TV, and poor to non-existent communication all are the fault of the seller.

Nowhere in the online descriptions of the A-to-Z Guarantee program does Amazon state the RMA tracking return must require a signature to confirm delivery. Amazon acted as an agent of the seller in listing this product, and should honor the promise made to guarantee the performance of the seller. It could very well be that the "AtoZ Guarantee" department is scored by the number of claims they deny; it also appears that it is offshore as all the e-mail is signed with foreign names.

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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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Amazon A-Z Guarantee - Misleading, Frustrating, Worthless
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SEATTLE, WASHINGTON -- Ordered a linen white dining set from Amazon. Table arrived damaged. Third party vendor would not accept a return - they insisted on replacing the table. They also required me to dispose of the first damaged table as they did not want it back. After waiting 2 weeks for the replacement, it arrived. During this wait time I assembled the chairs (6).

I refused the delivery of the replacement because it was the wrong color (black) and much smaller. The company refused to send another replacement. At this point the A-Z Guarantee Team got involved. They told me the vendor wanted the chairs back to consider a refund, but the vendor withdrew when they learned the chairs were already assembled. Several days pass while waiting for some favorable news from the A-Z Guarantee Team. During this time, we gave the chairs to the same charity that we gave the original table.

Next, the A-Z Guarantee Team informs me that the vendor is sending another replacement table. Despite my objection with the A-Z Guarantee Team and the vendor, the table was shipped. I accepted the delivery. By now I knew that if I refused delivery, I would have no refund and no merchandise. So now, I have a table with no chairs. And, this table also is damaged. The vendor says I must send it back to them. If so, I would have to pay the shipping on a 145 lb. table, and a 20% restocking fee. During this whole time the A-Z Guarantee Team proved to be uncommunicative and completely useless. When they reach you, it is a form letter with incorrect English.

Here is the last reply from 2 different members of this A-Z Guarantee Team after refusing the A-Z Guarantee claim: “Although we understand your position, we have reviewed this claim and we stand by our decision. We cannot give you more information about this matter, and we may not reply to further emails about this claim”. The Amazon A-Z Guarantee Team has made this the worst consumer experience possible. If your problem is passed along to this group of incompetents, you are likely doomed to months of frustration.

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Incompetence of Amazon's A-Z Claim Guarantee Staff & Issues
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WASHINGTON -- Unfortunately, I find myself in a position where it was necessary to contact Jeff Bezos, CEO of Amazon directly regarding an issue I am having with a seller on Amazon, and the incompetence of the staff handling the A-Z claims. On November 6, I purchased a Christmas tree from the seller, Christmas Central, for a total of $315.45. The tree I received was different than the one shown in the photo, so I requested a return with a UPS or FedEx call tag, as the box is large, and it did not fit in my car.

The seller issued a return, but would not issue a call tag, and stopped responding to all emails. I contacted Amazon customer service, and was told to file an A-Z claim, which I did. I found the people who are handling these claims to be highly incompetent.

They continually asked me to send photos of the “damaged” product for their review. I replied each time stating that it was not damaged, nor did I ever say it was. I was just looking to return it because it was not the same as the one shown. This continued for some time, with no resolution whatsoever. Finally, I got tired of asking for assistance, and found someone with a car that would accommodate the tree, so I took it to the post office myself.

This item was received back by the seller on December 27. I provided proof of the return. I still have not received a credit. The seller is still unresponsive, and the people who are handling the A-Z claims are still incompetent. They keep telling me to give the seller 5 days from the date they received the merchandise back to issue the credit. I keep telling them that it's been almost three weeks. This now has been going on for days, with no acceptable resolution.

I have been buying from Amazon for many years, and never had an issue with a seller or Amazon's customer service, until now. Any issues or concerns I addressed with the day to day customer service people has always been resolved without any issues whatsoever. They are a pleasure to deal with. Unfortunately, with the people handling the A-Z claims, it is entirely a different story. I was under the impression that filing an A-Z claim was to assist the customer for issues that they could not resolve directly with a seller. It looks like that is not the case.

A few of the people who replied to my emails from the A-Z Guarantee were Radhil **, Soumya (no last name), Chandra (no last name), Akancha (no last name), Account Specialist and Amazon.com A-Z Guarantee Program (no names). I have been quite patient, as this has been going on since Thanksgiving. All I am trying to do is receive my refund for an item which has been returned. Still awaiting somebody's reply.

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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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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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They Are Fraud and Bogus
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GLADSTONE, NEW JERSEY -- I bought a chaise from Amazon which arrived damaged. Seller was extremely incooperative so Amazon suggested to open A-Z claim as it was purchased from a third party seller not Amazon. With a great disappointment I must document here that A-Z claim did nothing but they just sat and send automated strange messages to me which didn't even make sense like "your claim is not eligible for A-Z refund policy etc" which was untrue. Then they closed the dispute saying I called them to close the dispute and they are not going to open it. I contested that and no one ever told me why it was closed. Amazon was perplexed too seeing A-Z strange responses and the actions.

Finally Amazon had to suspend the seller as he was playing games and thus I got the refund. Where A-Z incompetent and clueless staff kept sending me messages that I am not eligible for a refund. These folks have no idea what they are doing and how should they do justice to their jobs. I am amazed to see Amazon has them when they add zero value to Amazon's business by driving customers away from Amazon owing to their incompetency. They need to be eliminated by Amazon period! I am done from Amazon curtsy A-Z guarantee claim service and their dumb staff. It was an awful 2 month experience dealing with them about the issue.

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Amazon.com A-Z Guarantee Rating:
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1.7 out of 5, based on 18 ratings and
21 reviews & complaints.
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