On July 17th, my sisters bought a baby crib from Amazon.com for my very first baby. My husband and I were so excited when we saw the two boxes arrived at our front door. After my husband trying to put the crib together, we realized the crib was too big for the space. We put the crib back to the boxes and I tried to return the crib using the online forms. However, the forms did not work online, so I called the customer service. The agent told me the return was already in the system, and UPS would come and pick the boxes up within 5 days. Once the product is returned, I will get a gift certificate via e-mail within 3 business days.
After waiting for a week, the boxes were still downstairs of our condo. I called again, and I was told the return was never in the system. So this time, the agent promised me she has put a request through UPS. One week later, UPS came, but they only had one label. They could not pick up TWO boxes with ONE label!!
I had to call again to ask another agent to send one more label, and about five days later, the second box was finally taken by UPS. One week after both boxes were taken by UPS, I still did not get any gift certificate via e-mails, so I called again. I was told the product was delivered to the wrong place!
This time, I was promised that I would get my gift certificate by Tuesday, 9/4/2007. I also e-mailed my thoughts to your customer service, and I was told to wait until 9/5/2007 which is today. Here is quoted from one of their agents:
"I have reviewed our previous correspondence and thoroughly researched your order and see that we have received your return. In addition to the transit time, it typically takes us 3 to 5 business days to process returned packages after we receive them. After the return has been processed, you'll receive an e-mail confirming your refund.
I also see that my colleague, Mahender, is personally following on this return and asked you to wait until September 5, 2007 for your return has been processed. If your refund (in Gift certificates) has not been submitted, he would personally complete this refund on September 5, 2007.
I appreciate your patience while we work on this issue and I apologize for any inconvenience." I did not have any hope that I would get the certificate on 9/5/2007, and I was right. I called again, and I was told the return was not sent to the gift certificate department. The agent I talked to told me my return is sent to the right department and I should receive my certificate with 3 days. He was also the only one to offer me $30 promotional certificate because of what I have been through. However, the certificate did not really work... What a surprise!
This whole experience has caused me time, made me frustrated, upset and angry. It is absolutely disappointing that AMAZON.COM would treat their customers this way. Every time I sent an e-mail to your customer service, I got the same response. "Please be patient and wait while we work this out."
I just want people to be aware when you want to return something to Amazon.com, it can be the most frustrating experience ever.