#capitalist nightmare

Up until now, I’ve purchased the majority of items I can’t thrift from Amazon because it’s easy and cost-effective, despite the moral qualms I have about the company. Previously, support was simple. If an item was damaged or a package didn’t arrive, you hopped on chat/the phone, provided proof, and they gave you a refund or return label.

But some shitstain from on high has introduced a new “incident report” process when something goes wrong. You submit your details, you wait 72 hours, and then they give you a refund. This would also be fine. If it fucking worked. But I have, at this point, irrefutable evidence that this is not actually how the process is intended to work. It’s meant to drive you so far up the wall that you either die from a stress-induced heart attack, or rage quit, and they get to keep your money.

In the last several months, I’ve had to submit three incident reports for damaged and undelivered items (I’m also encountering a lot more issues with item delivery, but that’s a different story).

ALL THREE TIMES, the process has taken weeks rather than days because ALL THREE TIMES they conveniently “had no record” of multiple incident reports I submitted despite the fact that I had confirmation emails each and every time.

Now, I’m a petty bitch, so even though the hours I was spending checking in, waiting on hold on the phone, being passed from agent to agent, was not worth the $10 and $20 refunds I was trying to get them to honor, I wasn’t going to give up. This last time, though. Oh they really tried.

So. My item isn’t delivered. I submit an incident report on the 12th and get my confirmation email of the submission on the 12th. I haven’t heard back by the 14th so I call and check. Shockingly, they have no record of my report. I submit another one, get another confirmation email. I call back the next day to check they received it. They have not. I beg them to let me forward the confirmation emails I have. I ask what else I can do different. They tell me to submit a new report and hang up on me. I submit another report. I receive another confirmation email. I call the next day. Can you guess? They have no record of it. This time, I ask for them to stay on the line with me while I submit a new report and confirm it’s been received. He confirms receipt and promises I will receive a response by the 21st. I record this conversation because I have a suspicion.

Hello. It is the 21st. Have I received a response? No. I call back. THIS ASSHOLE, who I’m pretty sure is reading this shit from a script, says, (are you ready for this) “There’s no record of an incident report, you’ll need to submit one.” I insist that I had confirmation in writing and verbally. She insists it does not exist.

So I tell her. I now have four confirmation emails. I have a recording of an Amazon support person with their credentials assuring me with the product number stated, that they’ve received my report. I also have been recording this conversation. And if she cannot assist me, I will be posting those emails and both recordings to every social media platform I have, filing a BBB complaint, and checking with my lawyer to see what options I have for legal action (do I have a lawyer? Of course not. But she doesn’t know that).

Immediately, she is backpedaling. “Oh, let me check again, maybe I missed it.” Less than 30 seconds later she’s back on the line. “I’m so sorry for the misunderstanding, I do have your report here. I will process a refund now.” Shocking. I am shocked.

IT SHOULD NOT TAKE THIS MUCH EFFORT TO GET A COMPANY TO HONOR THEIR PROMISED LEVEL OF SUPPORT.

Jesus Christ.

B and I will be finding different local places to purchase items we tend to buy via Amazon now, because I have every intention of ending our Prime membership. It looks like between Costco and Target we should be covered.