As you can guess, I purchased some furnace filters from Amazon on August 6, 2009. They come 4 in a box and they are 25x20x5, and at that size the box costs $122 with shipping. Orderd on the 6th, a big box arrived on the 12th. Once opened, only one filter was apparent. A quick check to the account demonstrated that I had indeed ordered and paid for 4, but only 1 was sent. Try and call Amazon and you will find they have no number. In fact, trying to communicate with them is very difficult. An email form is buried in their site. I found it, and sent a note asking why they sent 1 when 4 were requested. Would the other three arrive shortly? I needed one urgently, but we use 4 a year so a full shipment was required.
Within a couple of days an apologetic note from Amazon was returned. They offered several attractive options:
1. Return the filter for a full refund.
2. Keep the filter and get a full refund.
3. Get a replacement shipment of 4 filters at no additional cost.
The first filter was already doing service in the furnace so taking it out didn't seem convenient. I still needed more filters for the winter, so getting 4 more for no additional cost was very appealing so I opted for that choice. In two weeks another large box arrived with the four filters. At this point I was very happy with myself and with Amazon and thought the matter closed.
Three weeks later, Amazon sent a strange note asking me to return the filters I had purchased. I didn't read it fully as I guessed it was a mistake and ignored it. A week later, Amazon debited $122 from my account for no apparent reason and when I checked my email I found another note explaining that since they had not received my RMA they would now debit my account for the purchased filters. I immediately sent Amazon a note asking why I was now being charged twice for the same filters. A day later, Amazon responded with an apology and claimed that they had two different customer service systems and the other one had somehow malfunctioned. Of course, this wasn't a straightforward transaction. I didn't just buy something and have it shipped. Amazon had made a shipping error and offered a non-standard solution that somehow didn't conform to their accounting system. Unfortunately, Amazon made their mistake my problem.
I thought the matter closed until yesterday, when I received another reminder note to send back my RMA Filters. I wonder what Amazon now wants with 2 dirty 6-month old furnace filters. I'd be happy to send them back along with all the household dust I can find because after this latest "customer service" snafu, furnace dust is about all that Amazon will be getting from me in the future.
The internet is the world's greatest strip mall. If one store can't meet your needs, there are others who will.