I recently had to contact Amazon several times to get a refund for an item I never received. The tracking just says "label created" and nothing more. My account said I was entitled to a refund so I chatted customer care over a week ago. They said they processed a refund and to expect the money to issued to my payment card in 3-5 business days. I didn't receive the refund, so I called customer service. The rep told me there was never a refund issued and had no history of it (I have screenshots of the chat conversation). They then told me they went ahead and processed the refund for me and to expect to see it on my payment card in 5-7 business days. I asked if I could provide feedback, since I was supposed to have gotten a refund previously and didn't. They put me on hold, then disconnected the call. So, I call back and speak with a new person. They tell me they have no record of a refund requested or issued for the order. At this point, I asked to speak with a supervisor. It took some convincing, but she eventually got me to a supervisor. The supervisor again confirmed that no one ever requested, issued, or processed a refund for my missing order. And that there was no history of it. She issued the refund, sent me a confirmation email, and told me to expect to see it on my payment card in 7-10 business days. I'll come back here with an update if I don't get it.

TL;DR Amazon is systematically lying to customers about issuing refunds. Do not beleive them when they say you will have a refund in XX business days. Check and double check your account.

I’m a long time Prime user, not a huge buyer of goods but probably $2500-$5000 a year in items. I’ve always had nice if not amazing customer service and truthfully I’ve had a fair share of missing packages and they always handled it the right way. Truth is Amazon screws up enough with my deliveries that pretty much every year I have a little cushion anyway, they don’t deliver a package yet it shows up days or weeks later, long after my refund or replacement. Once I tried to return something they already refunded and the process was so difficult I just gave up and now it’s not my issue when they screw up.

Back in September I purchased a $40 item that was defective, it worked but the stand was broker, ordered a replacement. Well the replacement never arrived so after a week or two they cancelled it and I decided to keep my original item as it still worked. Then I started to get messages if I don’t return my original then I’d be charged, and the funny thing is the charge for the non delivered replacement was $20 more than what I paid, so strange.

I had called in and was assured if I was charged they would fix it. So I called today, the first two reps more or less said there would be no refund, I asked again and again how they can charge me for an item that was never delivered, it states the delivery was cancelled so it should not be a question. One of the reps kept telling me I kept the original, I was like yeah I kept it because it’s paid for. Anyway both of these reps were the rudest ever. At that point I was like fuck these guys I’ll just charge back or worst case calm down and just eat it but I told the last guy I wanted his manager or supervisor, this was two guys up already from the first call, anyway this rep gets on and in 3 minutes says I’m sorry and issues a refund. I even told her it was fine to give me a gift card but they refunded my Amazon visa.

Anyway all this was totally absurd, it wasn’t even like I was trying to scam them as they can see the replacement wasn’t delivered, everyone here is right there is something going on. I’ve already stopped buying large items with them but reading all these stories of shitty service and then having the experience really hit home, something is up, I;v never encountered such abuse from an amazon rep and rude AF.