Where’s the nightstand Inna Zaychik ordered from Amazon? The company says it’s been delivered, but she doesn’t have it. Can she get a refund for this order problem?
Question
I ordered a nightstand on Amazon recently, but it was never delivered. I never even got a confirmation email that it was delivered or an image of the package.
An Amazon representative confirmed in an online chat that the delivery status was changed to “delivered” by mistake. Yet an Amazon account specialist now claims that it was delivered and refuses to process a refund, despite the fact that the item is covered by A-to-z policy, which guarantees you when buying items from a third-party seller. (Related: I returned my iPhone, but Amazon is charging me for it. Is that fair?)
I paid $95 with an Amazon gift card, so I can’t dispute the charge. It’s been three months and several emails, calls and chats with no result. I would greatly appreciate your help with getting a refund for the item that Amazon never delivered. — Inna Zaychik, Suwanee, Ga.
Answer
Amazon should have delivered your nightstand, as promised. And if it couldn’t, it should have processed a prompt refund — or, in your case, returned the $95 as an Amazon gift card.
That’s one of the problems with gift cards: You can’t dispute a charge as you would with a credit card. It’s just one of many reasons I recommend avoiding gift cards. Simply put, the company holds all the cards. It can confiscate the money in them or expire the credit. And believe me, I’ve seen it all! (Related: Has Amazon lost my return package? And where’s my $756?)
You kept an excellent paper trail with Amazon. The emails and online chats confirm your story. An Amazon supervisor insists it delivered your package. You asked for proof but Amazon could not send you anything other than an email that it had marked as “delivered.” But you also had proof that Amazon made a mistake and had actually not delivered the nightstand. How confusing. (Related: I returned my defective hard drives to Amazon. What’s this $546 restocking fee?)
Does Amazon’s A-to-Z guarantee cover you? Yes, it does. The customer service guarantee specifically says it applies if you haven’t received your package.
How do you resolve this Amazon order problem?
You did almost everything right to resolve this Amazon order problem. First, you documented all of your interactions with Amazon. Then you asked for proof of delivery. (Related: Amazon price-match problem: Where’s the refund for my keyboard?)
You might have also appealed to one of the Amazon customer service executives I publish on this site. (Amazon is not happy that I have emails for its executives, but they sure come in handy if you have a problem with the company.)(Related: Help! Amazon lost my Pixel phone and now it won’t refund me.)
A company should be able to provide you with proof of delivery. Sometimes, that includes a picture of the parcel on your front door. At the very least, it’s a tracking number through a third party like UPS or FedEx. You can’t just take Amazon’s word for it that it delivered your package.
I contacted Amazon on your behalf. A representative emailed me shortly after that to say that it had resolved your case. He didn’t say what had gone wrong, but I suspect your paper trail was convincing. Amazon returned the $95 to your account. I would spend it quickly before the company changes its mind.
