I purchased 2 sets of AirPod Pros with the Apple protection plan in October. They arrived in the same box but for some reason are listed as 2 separate orders.
I did not take them out of the box at that time, but put them away to wrap for Christmas later.
In December when I took them out to wrap, one of the items was in the condition that I expected. It was sealed in the original wrapping and would be what I considered new in box. The other item did not have the original plastic wrap. It was in a dirty box that had been taped shut with a sticker on the outside of the box that said Amazon Warehouse on it.
This was not the condition that I expected nor was it appropriate for giving as a gift. I immediately called Amazon and after a lengthy conversation I received assistance and was issued an immediate refund. The customer service representative did not ask for any information about the serial number on the return.
Now I have received an email and have had quite a bit of correspondence stating that I returned the wrong item and that my refund will be reversed. Also, this communication states that I cannot speak with anyone and the decision is final.
They told me on the phone that they go through a very rigorous process to make sure that no mistakes are made when they send out items. THEY ARE LITERALLY CLAIMING THAT THEY NEVER MAKE AN ERROR WHEN SOMETHING IS SHIPPED.
Now they have the AirPods that were incorrect AND they are reversing the refund, so I could be out almost $200. The invoices dont have any information on the serial numbers, so its not like I can check, but I can certainly use my consumer protection at my bank and let them know it is a fraudulent charge.
User's recommendation: Take pictures of any returns, ask about serial numbers for returns.
Monetary Loss: $187.
Preferred solution: Full refund.
Amazon Pros: Ease of use, Quick service, Price.
Amazon Cons: No recourse with return center, No way to speak with a person on the return center, Unwilling to admit that they made a mistake, Stated that i made the error and sent back an incorrect item.
Thank You for Your Reply! We are processing your message.