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Hassle with Amazon over TV Replacement

3.1
Details
On September 19, 2016 I ordered a Samsung UN65KS8500 Curved 65-Inch 4K Ultra HD Smart LED TV (2016 Model) from Amazon.com [Order# xxx-xxxxxxx-xxx5007]. The web page from which I placed the order says “Ships from and sold by Amazon.com.” It was only when I started tracking the shipment that I noticed the disclaimer “Sold by Electronic Express”. Since I pay the premium for Amazon Prime, I was somewhat annoyed by the week-long shipping time. I was even more annoyed when they said it would arrive sometime between 9AM and 9PM; a 12-hour service window is something not even my cable company imposes. I was further annoyed when only one person showed up to deliver the TV, despite the promise in the shipment email that “A two-man team will deliver your TV into room of choice.” At my age I am no longer confident in my ability to handle heavy items. But I did. When I discovered that the TV was damaged, I was disappointed, but not angry. Those things happen. I refused the shipment, we put the TV back in the box, loaded it on the truck, and off it went. Then I logged in to Amazon to arrange a replacement, and that’s when I became enraged. After talking to four different agents, here is what I learned: 1. Since the TV was actually sold by Electronic Express, and not Amazon, they could not arrange an exchange. They could only issue a refund, that I could then apply to a reorder. 2. They could issue the refund only after Electronic Express notified them that the TV had been returned, a process that would take about two weeks. 3. They could do nothing about the change in price of the TV. It was going to cost me another $100, and that assumes that prices don’t go up again. 4. Then it will take still another week to deliver the replacement TV, for a total of 4 weeks since the original order. And all the agents could say was “Oh, I’m so sorry, but that’s our policy.” Well, my policy from now on is not to order anything expensive from Amazon. I’ve learned my lesson. I wish Amazon could do the same.
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ID
#927445 Review #927445 is a subjective opinion of poster.
Location
Olympia, Washington
Service
Amazon Customer Care
Cons
  • Resolution was only a half-hearted and delayed apology
Reason of review
Poor customer service
Loss
$100
Preferred solution
Deliver product or service ordered
2.0
Details
Amazon cancelled my order for a Galaxy S5 due to "availability", but strangely the product still shows for sale by the same 3rd party vendor that I ordered it from. A chat with customer service says it is because the vendor is selling it in a different manner...
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3 comments
Anonymous
#1259449

I just had this happened to me! I am DONE with Amazon's business as of today and third party seller's on there. Nothing but scam city!

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ID
#579024 Review #579024 is a subjective opinion of poster.
Location
Olympia, Washington
Service
Amazon Membership
Reason of review
Poor customer service
Loss
$500
Preferred solution
Let the company propose a solution

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