Amazon.com failed to refund my account for two items that were recently returned: a Kindle Fire and a white womens shrug. When I realized this, I started an online customer service chat with an Amazon representative to troubleshoot. It took four reps to resolve the issue, which is surprising because all of my other Amazon chats have been quick and smooth. This morning, was a different story, one that I now find comical. There were a lot of workers involved in helping me out, that’s for sure. Before I share the transcript, I want to say a few things:
- I still LOVE Amazon.com! It’s my favorite way to shop.
- I am not getting paid to write this. The advertisements on my blog occur because I won’t fork over the three bucks a month to block promotions. And three bucks can get me a cool prize on Amazon. My blog is currently a way to improve my writing and share what’s on my mind with anyone who wants a slice-of-life read (thanks for being here, reader). Maybe someday I will try to monetize.
- I color coded this transcript to reflect the different speakers (My words are black). I changed some line spacing and the order numbers for the blog. Aside from that, I did not edit the content or grammar.
- I did not try to get a refund for sending back a confused shoulder lift from a Caucasian lady. I returned a white shrug for women which is a short jacket that ends above the waistline.
Here is a copy of the chat transcript:
06:33 AM PDT Milind(Amazon): Hello, my name is Milind. I’m here to help you today.
06:33 AM PDT donna lucas: Hello. This item was returned, but I did not get my refund: Fire Tablet with Alexa, 7″ Display, 8 GB, Tangerine – with Special Offers. Order # 1234567
06:33 AM PDT Milind: Please allow me a moment while I look into this for you.
06:34 AM PDT donna lucas: And this item also was not refunded. Red Hanger Women Bolero Long Sleeve Shrug Crop Top, White-M. Order # 12345678
06:34 AM PDT Milind: Okay
06:35 AM PDT Milind: Could you please stay connected for 2 minutes while I look into this for you?
06:37 AM PDT donna lucas: yes
06:39 AM PDT Milind: Famavala Folio Premium PU Leather Case Cover For 7″ Fire 7 Tablet (LuckyTree)
Red Hanger Women Bolero Long Sleeve Shrug Crop Top, White-M
Red Hanger Women Bolero Long Sleeve Shrug Crop Top, Red-M
Above are the items you are reffering too am i correct?
06:40 AM PDT donna lucas: Just the fire tablet and the white shirt. I was refunded for the case and other shrugs already.
06:40 AM PDT Milind: Okay
06:42 AM PDT donna lucas: Got it?
06:42 AM PDT Milind: Yes
06:43 AM PDT Milind: Please allow me a moment while i check
06:44 AM PDT Mahesh Prabhu(Amazon): Hello, my name is Mahesh Prabhu. Please give me a moment to review the previous correspondence.
06:45 AM PDT donna lucas: Ok. I have not been refunded for the above two items. I have to teach a class soon.
06:46 AM PDT Mahesh Prabhu: Give me a minute.
Let me connect you to a member of our concern team. It will only take a moment.
06:46 AM PDT Ramanathan(Amazon): Hello, my name is Ramanathan. Please give me a moment to review the previous correspondence.
06:46 AM PDT donna lucas: Oh my my!
06:47 AM PDT donna lucas: Why is this taking such a long time?
06:48 AM PDT Ramanathan: Thanks for waiting. I’m sorry for this.
06:49 AM PDT Ramanathan: No worries, I’ll help you with this.
06:49 AM PDT donna lucas: Ok. Can you please apply the refunds for the above items.
06:51 AM PDT Ramanathan: Thanks for waiting.
06:51 AM PDT donna lucas: You’re welcome.
06:51 AM PDT Ramanathan: Just to confirm, you have returned “Fire Tablet with Alexa, 7″ Display, 8 GB, Tangerine – with Special Offers ” for refund, am I right?
06:52 AM PDT donna lucas: Yes. And the white shrug shirt.
06:54 AM PDT Ramanathan: I’m checking this for you.
06:55 AM PDT donna lucas: Oh my! You are the third person who said this.
Red Hanger Women Bolero Long Sleeve Shrug Crop Top, White-M Order # 12345678
06:56 AM PDT Ramanathan: Thanks for the order number.
06:58 AM PDT Ramanathan: I’ve checked and see that we have not yet received your Kindle device, no need to worry, once we have received your item the refund will be credited back to your payment method directly without any issues.
And to help you further with Red Hanger Women Bolero Long Sleeve Shrug Crop Top, White-M item refund, a Retail Specialist is the best person to help you with this. Please wait while I transfer this chat.
06:58 AM PDT Pushkar Ajinkya(Amazon): Hello, my name is Pushkar. Please give me a moment to review the previous correspondence.
06:59 AM PDT donna lucas: My sister returned the case and the kindle. I returned the shrug. You only credited me for the case. She put both items back in the box it came in.
07:00 AM PDT donna lucas: I put the shrug in a box with other things. i was credited for two shrugs out of the three.
You are now the fourth person I’m speaking with and this is not how Amazon.com works.
07:00 AM PDT Pushkar Ajinkya: I am sorry for the trouble donna
Is this a issue related to kindle?
07:01 AM PDT donna lucas: NO! the issue is the refund that I need.
07:01 AM PDT Pushkar Ajinkya: Alright donna
I’ll help you out with this
07:02 AM PDT donna lucas: My sister returned two items from the order. I was only refunded for the case not the kindle. I have to teach a class soon. Please fix this soon.
07:02 AM PDT Pushkar Ajinkya: Could you please provide me with the order id?
I’ll get this done as quick as I can
07:02 AM PDT donna lucas: Red Hanger Women Bolero Long Sleeve Shrug Crop Top, White-M Order # 12345678
that;s for the shirt
07:03 AM PDT Pushkar Ajinkya: Thank you donna allow me a minute to check this
07:03 AM PDT donna lucas: Fire Tablet with Alexa, 7″ Display, 8 GB, Tangerine – Order # 1234567
That’s for the tablet.
07:04 AM PDT Pushkar Ajinkya: Donna I’ll be able to help you with the other order however fire devices are handled by our fire team.
I’ll check both the issues for you
Please allow me a minute
07:05 AM PDT Pushkar Ajinkya: Red Hanger Women Bolero Long Sleeve Shrug Crop Top, White-M you returned this item and need a refund for the same right donna?
07:05 AM PDT donna lucas: Yes refund please.
07:06 AM PDT Pushkar Ajinkya: Please stay connected donna I’ll check this out
07:06 AM PDT donna lucas: I don’t have a fire device issue. I don’t even have the fire! It’s been returned. Now I need my account to be credited.
Are you kidding me? 
07:06 AM PDT Pushkar Ajinkya: No donna do not worry
07:06 AM PDT donna lucas: I am worried…
07:06 AM PDT Pushkar Ajinkya: Please allow me a minute to help you out
07:07 AM PDT Pushkar Ajinkya: I understand however I am gonna help you so you need not worry after this.
I’ll resolve all your issues just stay connected
07:08 AM PDT Pushkar Ajinkya: Would you like the refund for the red hanger on your amazon gift card or original payment method?
07:08 AM PDT donna lucas: Solve ALL my issues? Who would even know where to begin?
Original payment please.
07:08 AM PDT Pushkar Ajinkya: We’ll get it done one by one do not worry donna
07:08 AM PDT donna lucas: Get ‘er done, Pushkar! You got this, buddy!
07:09 AM PDT donna lucas: We have three minutes. The clock is ticking.
07:09 AM PDT Pushkar Ajinkya: Yes I have issued the refund for you on the first thing donna
07:09 AM PDT donna lucas: Ok. Giddy up. Now the second item, please, Pushkar.
07:10 AM PDT Pushkar Ajinkya: Thanks for the motivation by the way
07:10 AM PDT donna lucas: No problem.
07:10 AM PDT Pushkar Ajinkya: I have also issued the refund for the other item donna
07:11 AM PDT Pushkar Ajinkya: Is there anything else I can help you with?
07:11 AM PDT donna lucas: You did it!
07:11 AM PDT Pushkar Ajinkya: It was a pleasure to assist you with this. We hope to see you again.
07:11 AM PDT donna lucas: Thank you! You saved the day.
07:12 AM PDT Pushkar Ajinkya: Have a great day ahead donna 🙂
Please click “End Chat” to close this window
I am not sure what caused so much confusion, and I admit to getting Kindle-Fired-Up, but it all worked out in the end. Twelve minutes after the end of the chat, Amazon sent me an email from customer service apologizing for the dilemma.
I’m sorry to hear about the problem you’ve had with your Fire Tablet with Alexa, 7″ Display, 8 GB, Tangerine – with Special Offers and Red Hanger Women Bolero Long Sleeve Shrug Crop Top, White-M. I’ve requested a refund for which includes the cost of the item and its associated shipping costs.
A few hours later my refunds were processed. Amazon always pulls through and delivers.
I hope this helps. We look forward to seeing you again soon.
I think this company truly values me and my shopping “habits.” Shine on and have a great weekend! I think I’ll buy something with my refund. Time to check out the Gold Box Deals.
Days of Part-Time Sunshine 
Chat
Sound
Me:I want my refund
You are now connected to Omkar from Amazon.com
Omkar:Hello, my name is Omkar. I’m here to help you today.
I’ll definitely look into this for you. Is this the order number 114-1210250-5223435?
Me:I don’t know
it’s not an order
it has been 5 days since you are suppose to refund me and still nothing
please check all the previous communications I did
Omkar:Alright. Allow me a moment while I check the details.
A member of our Kindle team will be the perfect person to help you with this. Please allow me a moment while I connect you to them.
A Customer Service Associate will be with you in a moment.
You are now connected to Vijay from Amazon.com
Vijay:Hello, my name is Vijay. Please give me a moment to review the previous correspondence.
Let me connect you to a member of our team. It will only take a moment.
A Customer Service Associate will be with you in a moment.
You are now connected to John from Amazon.com
Me:waiting
John:Hello, my name is John. Please give me a moment to review the previous correspondence.
Thank you so much for patiently waiting, Miguel.
This is for the “First 100 Words” correct?
Me:no
it is for the kindle
John:Yes, for the item that was cancelled correct?
Me:I am not sure what you mean by cancelled
can you clarify
John:Just to confirm you are referring on this order ID: 114-1210250-5223435, correct?
Me:I don’t know what is that order
the situation is that I received a replacement kindle
and I sent the broken kindle back to amazon
and amazon charged me for this
John:Can you confirm the order number that you are referring on the refund, please?
Me:there is no order number
basically amazon stole from me
I have no order number in my account with that number
John:Please hold on to check the previous conversation.
Just to confirm this is for the ” Kindle Voyage, 6″ High-Resolution Display (300 ppi) with Adaptive Built-in Light, PagePress Sensors, Wi-Fi -R ” correct?
Me:yes
John:Thank you for confirming, Miguel.
Please hold on to confirm this to my lead.
Thank you so much for patiently waiting, Miguel.
Me:so?
John:Upon checking here that the refund of $199.99 is still currently processing. However, there is nothing to be worry about, I can assure you that you will receive the refund of $199.99 back to your Visa card before the day end. Rest assured this will be taken with great importance as this is something we ultimately avoid our customer to experience.
Me:look it has been many times since I contact amazon for this
and it has not been sorted out yet
furthermore this is an enormous mistake on your part
John:No worries, I can assure you that you will expect the refund before this day end. Your patience is highly appreciated on this matter.
Me:since I send back the kindle and even confirmed its delivery before you charged me
so clearly it is an internal mistake
and you cannot even blame the delivery company
I have contacted you over and over again
and always have to explain the situation
I am really unhappy and disappointed with amazon
John:My sincere apologies for this inconvenience that may have caused you. No worries, please contacted us back if the refund is still not showing up until the end of the day. Your patience is highly appreciated on this matter.
Me:and I want to make a complaint about this
since this kindle situation started I contacted amazon more than 20 times
I even had to buy something to receive a refund
been charged wrongly
etc
the amount of time I wasted on this is something I cannot have back and it continues
John:Once again my sincere apologies for this may have caused you a lot and this is not what we really want you to experience. Please right us back if the refund is not complete before the day. Rest assured this will be taken with great importance as this is something we ultimately avoid our customer to experience.
Me:moreover, when you transfer the money back the amount will not be correct and I will have to contact you back
PASS ME TO THE COMPLAINTS DEPARTMENT
you are just repeating the same thing
I WANT TO MAKE A COMPLAINT
John:I completely understand, however, as my lead inform me to inform you to wait until before the day end.
Also confirmed it with my supervisor that the refund is still processing.
Me:I DON’T CARE ABOUT YOUR LEAD
I WANT TO MAKE A COMPLAINT NOW
I AM UNHAPPY AND WANT TO COMPLAIN ABOUT THIS
OTHERWISE I WILL PUBLISH THIS CONVERSATION
AND WILL SHOW HOW TERRIBLE IS YOUR SERVICE
John:I’m sorry you’re disappointed with the information we’ve previously provided to you. regarding the refund on your return item. This is the best answer we can offer. In this case, let me go ahead and connect you to our Appropriate team. Please stay connected.
Let me connect you now, Miguel.
A Customer Service Associate will be with you in a moment.
You are now connected to Kiran from Amazon.com
Kiran:Hello, my name is Kiran. Please give me a moment to review the previous correspondence.
Me:Hi
I want to make a complain
is this the right department
?
Kiran:Yes Miguel .
I’m from the escalation team.
You can go ahead and make the complaint and I’ll make sure it is corrected.
Me:ok
I had an issue with a kindle that got broken and since it was within guarantee amazon replaced it
got no problems there
then I was supposed to send back the old kindle
and here is where the problems start
I was not able to send it back with the prepaid delivery (UPS your delivery provider) so I was advised by an amazon agent to send it through any company that I would be refunded later
I sent through DHL and when I went back to claim the refund for the delivery a new amazon agent said the refund was not possible because I had not used my card to buy anything in amazon
this was strange to me because I had bought something in amazon less than 3 months before
and I showed the proof
the agent then said I had bought on amazon.co.uk and this is not the same as amazon.com
so she suggested buying something si she could refund me for the delivery and whatever I bought
at first I refused and the agent connected me to another agent which said the same thing with the difference that now I had to buy something and there was no refund for whatever I bought
seeing that there was no other option I argued with her and said that the previous agent had suggested being refunded for buying something and finally the new agent agreed to do this
I bought something and she refunded me for the delivery and what I bought
a few days later I received an email from amazon saying I was charged for not returning the kindle
which surprised me immensely since when I asked for the refund I had to confirm with the agent and give tracking numbers so that she could confirm the package was received before processing the refund
so then the agent said there was a mistake for charging me and they would process a refund for the unduly charged kindle that I had already returned
this was last week
and until today I did not receive a refund
Kiran:I’m sorry to know that the card was charged for the kindle that you’ve already returned and there was no refund issued yet.
We certainly did not expect this to happen.
Me:and I am not counting the amount of times I had to contact amazon and explain this over and over
Kiran:I was going through the previous communications.
I’ve filled the feedback sessions against the last rep and assure you this will not be repeated in future.
Further could you please confirm the order# so that I can take further actions.
Me:because they never pick up that this is the issue outstanding and they go and talk about some order number when there is none or suggest that it might be about a returned book(the item I bought so I could receive the refund)
THERE IS NO ORDER NUMBER
this is not an order
it is a mistake from you
from amazon
and if there is a case where a order number exists I was never given that order number nor do I have access to it through my account
please make a note in my file or whatever system you use because I do not want to repeat this again
I am sure the amount you transfer is going to be the wrong one and I will have to contact you again
on thing is for sure: tou have lost a client
Kiran:A member of our specialist team will be the perfect person to help you with this. Let me connect you to a member of our team. It will only take a moment.
A Customer Service Associate will be with you in a moment.
You are now connected to Abhilash from Amazon.com
Abhilash:Hello Miguel, my name is Abhilash.
Me:ok
Abhilash:I’m sorry for the inconvenience caused.
Could you please wait while I go through your previous conversation, so that you don’t have the trouble of explaining the situation once again?
Me:ok
You are now reconnected with Abhilash.
Me:are you still there
Abhilash:Yes.
Me:I lost my connection for a while
ok
Abhilash:Thanks for staying connected.
I see that you are referring to return shipping charges and refund of the Kindle that was charged to you.
Me:the return shipping charges wer refunded already
the kindle charges wer not
Abhilash:The Kindle charges of $199.99 was refunded on May 3, 2018.
It can take 3-5 business days for a refund to reflect on your card.
Me:it is the 5th business day today
and banking transactions outstanding are processed at midnight
it has passed midnight a long time ago
Abhilash:A refund has been processed from our end, please check with your bank regarding the refund and their policy.
Me:I did check with them before
Abhilash:I can transfer you to my billing team if you want
Me:I am sorry but I am not looking for someone to solve the problem
I want to make a complaint and I asked for the complaints department
to your previous colleague
and now you are trying to solve my problem
I know you are not going to make a transfer
or magically come here and give me the money
what I want is to make a formal complaint
and that is what I asked from your previous colleague
Abhilash:Let me transfer you to my supervisor.
A Customer Service Associate will be with you in a moment.
You are now connected to Arianna from Amazon.com
Arianna:Hello, my name is Arianna. I’m a member of the Amazon leadership team. Please allow me a few moments to review the chat and your account.
Thanks for your patience, Miguel. I’m very sorry to hear about the experience you’ve had, I can certainly pass along your feedback to the appropriate team.
Me:what does that mean?
Arianna:I understand you wanted to pass along your feedback about the processing time for a refund, is that correct?
Me:NO
I WANT TO MAKE A COMPLAINT
Arianna:We do not have a complaints department, but I can pass along your feedback.
Me:I AM GOING TO PUBLISH THIS CONVERSATION SO EVERYONE IS AWARE OF THE TERRIBLE SERVICE OF AMAZON
SO WHY DID ALL YOUR COLLEAGUES BEFORE SAID THEY WERE GOING TO PASS TO IT
MORE THAN ONCE
PASS MY FEEDBACK TO WHOM?
Arianna:Your feedback is passed along to our business teams. They do not reply directly to feedback that is submitted, but it’s taken into consideration as we continue to improve our store and to provide better service to our customers.
Me:UNBELIEVABLE THAT YOU DON’T HAVE A COMPLAINT SYSTEM IN PLACE
I WILL BROADCAST THIS
Arianna from Amazon.com is onlineSecure Connection.
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Oh dear I just went through this same scenario. At least I am not alone. I asked the second guy if the first guy had had a nervous breakdown. Eventually, they refunded my 17 dollars but the whole thing was like a bad sitcom.
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You were sort of rude to these customer service reps
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