Wrong item sent, asked for support and still have issues.
Hello,
I am seeking guidance regarding an unresolved issue with an Amazon order, as I have not received an adequate response from customer support.
I purchased a monitor at a discounted price; however, when the order arrived approximately one month later, it was not the correct item. I contacted Amazon support multiple times via phone and written channels, but I was initially only offered refunds rather than a replacement. After escalating the matter to a supervisor, I was offered a replacement on the condition that I pay for the return shipping label upfront, with the assurance that I would be reimbursed. Given the lack of alternatives, I accepted this arrangement.
After another month, I received the replacement; however, it was again the same incorrect monitor rather than the one originally advertised. Since then, Amazon support has declined to assist with either reimbursement for the return shipping label or issuing a correct replacement.
Additionally, during my most recent interaction regarding the second incorrect item, I was offered a prepaid return label. This raises concerns, as I was previously required to pay out of pocket for return shipping despite the error being on the seller’s end.
I have consistently explained that I do not wish to receive a refund, but rather the correct product I originally purchased. I have also submitted an incident report with supporting images, yet I have not received any response.
Based on my understanding, customers should not be responsible for return shipping costs when the error is due to the seller. Given these circumstances, I would appreciate guidance on the appropriate next steps. Would filing a formal complaint to the FTC be advisable, and what options are available to ensure I receive the correct item or a fair resolution?
I would also like to note that I have contacted the seller on multiple occasions. They have indicated that they are unable to assist, as Amazon manages their inventory and fulfillment processes, leaving them without the ability to intervene in resolving this issue.
Thank you for your time and assistance.
Location: Puerto Rico