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I am an Amazon Prime member who tried unsuccessfully to purchase a " add-on" product. This is a product that you order from Amazon and they refuse to ship unless you buy more products from their site.

I did that, ordering something I didn't need for 60 days. Ghe product arrived as promised without the add-on product. Amazon, however, charged me for the add-on product and when I went to "my orders" did not offer a way for me to say that it was never in the shipment. I filed for a return as it was the only recourse their site allowed.

I then called customer service who argued with me for awhile about my not getting a refund of $5 until I mailed back ghe item that I never received. Eventually, the customer service rep said that she would do a refund. That never happened. I called back weeks later and customer service was clueless and eventually claimed they didn't know what I was talking about.

Seriously? I demanded to speak to a supervisor and was put on indefinate hold. I called back and customer service knew who I was but played dumb regarding the issue. I was calm as I once again said that I wanted a refund.

They agreed and then sent an email telling me if I had any other problems I should go to their FAQ page. Wow!

So being a Prime Member basically means nothing. Maybe Walmart and others will ship product, do what they say, and care about their customers.

Reason of review: Order processing issue.

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Did you verify you were even charged for the item??? They don’t charge your account until it’s shipped and this happens when they scan the item at shipment packaging.

So it’s almost impossible to be charged for an unshipped item. That’s probably why they don’t see what ur talking about because you were never charged. Add on items are also often shipped separately which defeats the purpose I think but it does happen if it’s in a different distribution center. This is an isolated issue and it’s wrong to say no one should order add ons.

They are hugely discounted items and benefit regular customers They work the same way whether ur a prime member or not also. I’m sure the reps that told you they would refund just told you what you wanted to hear because they couldn’t explain to you that you weren’t charged in the first place. So if they cancel it there’s no refund to give.

Should this ever happen to someone else, the way you resolve is process a return and select “item not received” as the reason. So they do indeed have a way to report it, the rare times it happens