Well, I just sent this to Amazon.com about the cancellation/refund/over-draft situation.1
To Whom It May Concern:
On January 3, 2016, I attempted to cancel multiple unwanted orders from your company, including an order I didn’t make that contained a duplication of an entirely different order. Some of the cancellations worked. Some did not. I even tried getting customer service to cancel these items, but was told that they couldn’t be canceled. I tried to explain that the lack of cancellations was going to lead to overdrafts on my bank account. They said that they would try to get someone to do a back-end cancellation and would let me know the status of this cancellation. I was then told to simply refuse shipping on the items and that I would receive refunds.
There was no cancellation. There was no follow up. I refused shipment and mailed back the unopened packages on January 25, 2016 and February 4, 2016, but no refund has been processed. I wasn’t told that I needed to go ahead and request refunds, again, before sending the package back. I’ve over-drafted multiple times (fees of over $600) as a result of the orders that I stated I didn’t even want in the first place and won’t be able to pay most of my bills for this month. I may not even be able to pay them next month.
What is going on, guys? This kind of experience is ridiculous. Most companies have a billing and return system that works properly. Most companies process cancellations and returns a lot more quickly.
I’m sending a copy of this letter to the Better Business Bureau. Maybe you can work with them and figure out what’s wrong with your system because obviously something is. And maybe, in the mean time, you can figure out where my refunds are and why I haven’t received them yet.
I messed up on the fees for the over-drafts section, which I fixed in the BBB complaint.
I sent this to the BBB:
On January 3, 2016, I attempted to cancel multiple unwanted orders (things I either didn’t realize I put in my cart & not my wishlist or items that I decided that I didn’t want) from Amazon.com. One of the orders I cancelled contained a duplication of an another item. Some of the cancellations worked, but some didn’t. I contacted customer service and each person that I talked to claimed that they couldn’t cancel the orders. I tried to explain that I didn’t want the others and that I couldn’t afford to pay for them because I’m on a fixed income, so money is always tight. They told me that they would try to get a tech person to try cancelling my orders on the back-end because they said the order kept timing out on them. Then I was told that I would hear from them within a week and that I should simply refuse the shipments when they arrived. They said that if I refused them, I would receive the refunds. Well, the cancellation of my order didn’t happen and they didn’t follow up. No refunds were issued when I refused the shipments and sent the unopened packages back through USPS on January 25, 2016 and February 4, 2016, nor was there any acknowledgment that the packages had even arrived. I only found out today, when I was trying to find out where I could check on the status of the returns, that I was expected to onto their website, tell them that I was refunding the orders, and print a new shipping label, possibly even pay for the shipment. (This was slightly different from the refusal of shipment.) As a result of the unwanted packages, my bank account incurred $432 in over-draft fees for $149.55 of products that I didn’t want.
In my dispute, I requested that my refund be processed ASAP. I said that it would be nice if they helped cover the over-drafts, but that I knew that wasn’t going to happen. I realized today that I needed to send the complaint to the BBB since Amazon obviously wasn’t going to fix the situation without someone intervening.
So now I wait and hope that they finally start processing things properly.2
I didn’t even tell BBB that the issues with the cancellations and the return center have been going on for months. Almost any time that I want to cancel anything, I have an error pop up. One day I could cancel one item at a time to prevent an error–two items at a time would cause one–and could only do 3 single item cancellations before an error would happen. Either there’s something wrong with my account or something wrong with their system. ↩