"I immediately contacted Amazon customer service. I was hoping maybe just the box was damaged, and I could still receive the tree. A helpful agent promised to contact the shipping team to send me a new tree. I specifically asked him to confirm if they were shipping a new tree, and he replied, Yes, they will ship the new item."
"The problem, as you discovered, is that your order was an Amazon Warehouse item. These are often one-of-a-kind, open-box or returned items. When the first Amazon agent promised a new item, he probably didn't realize a replacement wasn't available in the warehouse stock. When the leadership team discovered the error, it should have done more than offer a simple refund. It should have found a suitable replacement preferably a new tree. That's what good customer service looks like."
A longtime Amazon Prime member ordered a Puleo International Christmas tree for $98 as an Amazon Warehouse item and later learned the package was damaged in transit. The customer contacted Amazon and an agent promised to have the shipping team send a new tree, but no new tracking information was provided. Follow-up chats routed the customer among multiple agents, and a leadership representative said the earlier promise was incorrect and refused to send a replacement, offering only a refund. Amazon Warehouse inventory often contains one-of-a-kind, open-box or returned items, which can prevent immediate replacements; leadership should have sourced a suitable replacement, preferably a new tree.
Read at www.mercurynews.com
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