I ordered a Chicago Bears lighter as a gift for my Father In Law. I placed the order after adding a few items into my shopping cart so as to increase my spending to $25 in order to qualify for their Free Super Saver Shipping.
About a week later the rest of my items arrived, but no lighter. I checked the order status online and the lighter was missing from the order inventory! I used their online chat customer service. The representative placated me for almost 15 minutes , assuring me that there was no need to worry, my order was on it’s way, etc. After I demanded a tracking number (I was now worried it wouldn’t arrive in time for Christmas) he finally realizes, “Oh, yes! That item HAS been cancelled from that order.” He then proceeds to tell me that I received an email notification about it several days ago. I tell him that I have not, and why would I be talking to him in inquiry about the item if I had already been informed of its cancellation?
I ask him to help me make this right. He offered me a $5 promotional certificate. I said that’s all well and good, but I cannot now place another order and receive the item by Christmas. He offered me free expedited shipping. I thought, great, we’re making some progress here. Unfortunately a moment later after doing some quick browsing, I realize the only item like the one I had originally ordered is now more expensive than what I had originally ordered. I asked him to meet me half way on the price difference. He said he could only offer me the $5 promotional certificate OR the free expedited shipping. So there is now no way for me to now get what I originally wanted, in the time frame that I originally planned for, at the price that I originally paid. My chat was then “closed”, and not by me.
I then called their phone customer service. One, to see if I could make any more headway with another person. Two, to make sure I received at least one of the two things the first representative had offered me. And three, to complain that I had been “hung up” on by the first representative.
She assured me that there must have been a connection failure, I was not hung up on. Fine. She then said that she DID see the $5 credit in my account, it was taken care of. She warned me that I would not be able to see the credit, it would only appear in my invoice after I finished placed my next order. (Umm.. fishy, right?) And no, she could not do anything else for me.
After hanging up with the second representative, I immediately placed my order for the replacement Chicago Bears lighter, in the hopes that it could possibly still make it in time for Christmas. This new lighter cost more than the original, and I now also had to pay shipping because I didn’t have enough in my cart to qualify for the Free Super Saver Shipping.
My order went through, and the money was pulled from my account. It’s now been over 2 weeks since I placed and paid for the order. My father in law has already received it (he liked it!). Yet, no credit of any kind.
I was mad that all they could do for me was the measly $5 credit. Now I’m irate that they didn’t even actually give me that. I am (was) a VERY loyal amazon.com customer. I buy gifts, office supplies, toiletries and even pantry food items from amazon.com. This GIANT corporation snubbed me, and I’m more upset about the principal of this whole deal than the extra money it cost me.
But I would like my $5.
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