Yesterday I got an Amazon (both sold & shipped) order of Nespresso pods, packed in one of those Tyvek mailers. Presumable an anvil was positioned on top of it in the truck, because the box had been crushed and the pods were smashed beyond any possible use. Insult on top of injury, it took three attempts to get my money back. The return portal said it was non-returnable/refundable, even though I picked damage. The phone call I requested said the same, after I had worked my way through the questions. My chat with their AI bot finally resulted in a refund.
Observations:
- Clearly it's Amazon's policy to make a return as difficult as possible, so people will give up. And if you can't return a ruined item when it was their fault, what is a good justification?
- I used up a promotion and didn't get that back.
- The AI bot needs a ton of work before it could be mistaken for an actual breathing person, but I guess I was lucky that I picked the right words to trigger the response I wanted.