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.
IDAHO -- We placed an order with a third party Amazon seller and had to file an A to Z claim as the seller was playing games and was not refunding our amount or asking us to jump through a ton of hoops just to return something. We had bought a pressure washer from them that was advertised as 3000 psi, but really was 1450 psi.
We spent approx $170 on it and then approximately $50 in shipping to return it, insure it, and do the signature requirement! Amazon denied our claim based on the fact that the seller had not received the item, despite us sending our tracking number that showed the parcel had been delivered. I filed an appeal and it was denied again within a couple days with no reason!
None of the customer service reps can even give us a reason as to why we are being denied! I am so upset and disappointed in Amazon, that we are considering cancelling our membership and credit card. What do we do from here? That is $200 and we don't even have the product! Oh and the seller will not even allow you to review the product! How messed up!
By the way, this was our first time ever dealing with Amazon A to Z claim and we have never had such an issue! WE have been with Amazon for years. Amazon did offer the money in a gift card form, but we really needed it refunded to our bank account and the seller reprimanded to save other customers the hassle... The Amazon guarantee is terrible!
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?
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.
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.
WASHINGTON -- I received a defective product and I know the seller sent it knowingly. I ordered a perfume set that came with a lotion. While the box it came in was intact the perfumed lotion had a hole in it and the perfume was smeared all over the box. Amazon sided with the seller because they offered a refund, but I had to send the product back at my cost. I appealed but they said their decision was final. I sure hope someone sues Amazon soon for false advertising. It is a big waste of time and no resolution comes of it. I've been buying online for over 20 years. This is the first bad experience I've had and it came from Amazon.
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.
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.
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!
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.