31 July 2024
I left my AirPod Pros on a train. Thinking I’d lost them, I ordered a new pair from Amazon. Order #: 202-2642894-8908356
2nd Aug 2024
The replacement AirPods arrived from Amazon. I realised I had some spares and decided not to open them until I could confirm Great Western had my old AirPods. I could still see my old ones on Find My.
6th August
Great Western found my AirPods! On my birthday too 🙂
7th August
I booked my Amazon return. The new Airpods still unopened.
20th August
I had heard nothing from the pickup agent, so I contacted Amazon support about it.
They said to mail it back myself. I took it to the Tesco Evri shop on Mutley Plain, Plymouth.
Checked the weight, printed a label, handed it over to the counter, and got a receipt.
Between 20th August and 21st Sept
I phoned Amazon, concerned I’d had no refund for the £239.
They apologized and asked for a copy of the receipt for the postage. I sent this receipt, and they refunded me the postage. However, they said the package was still in transit, which seemed odd as it had been at least 2 weeks since I’d sent it!
21st Sept
I contacted Amazon via chat, and they put me through to a returns specialist. They asked me multiple questions that were already answered in the chat history. I explained that I knew the case history was long but asked if they could read it. They claimed they had. Then they said they were not going to refund me. I asked 2-3 follow-up questions, and they said they could no longer answer as they had to deal with other customers. They cut me off. I was devastated.
For 10 years, I’ve always told people that Amazon’s customer service is one of the reasons they’re so successful—the best in the world.
I called again and gave a long monologue about how devastated and let down I felt. The person said they would resolve this while I was on the line and asked me to email the sending receipt. As I was trying to prepare the photo and email from my phone, I accidentally cut them off. I wanted to cry!
I called again and was told to send a photo of the sending receipt, etc.
I did so—I sent a PDF containing the photos.
They said they would normally get back within 3 working days.
I have not heard back.
