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I placed a same day order for jbl wireless earbuds and a wireless mouse for a total of $65.35 on september 2, 2023 and it never showed up. I contacted support every day following that and was guaranteed it would show up on the next day every time I called.
On monday the 4th of september I called earlier in the day and the rep called the driver who confirmed he had it in his truck and would deliver that day. When it didnt show up by 8pm that same day (the end of the guaranteed delivery window) I called again and asked the rep to call the driver to get an update to which she said she would. She then said she canceled and rescheduled the delivery for the next day without asking me.
The package never showed up. I called again and a rep told me that I will not be getting the package because it was lost and transfered me to a supervisor. The supervisor then said he would contact the dsp and have them set my package as a priority and that I will be delivered that day. When I hung up I checked the listing and he had instead canceled the delivery and rescheduled it for the next day.
I called back and got a new supervisor who then said he would go ahead and do a refund for the item and I would get them money in 1 to 2 days because I used a debit bard but no more than 7 days. The refund showed up my ledger last night on the 7th but the money was never deposited in my account. I called my bank and they said that everything on their end was fine but amazon had blocked my refund and gave zero reason and confirmed there were no blocks or locks or other issues with transactions with amazon.
I contacted customer service today on the 8th and the rep said that there must be an issue with my card information. I told him that that was not the case and makes no sense anyway since I had made 3 large orders on that weekend and they were able to charge my card just fine including for this purchase. He then transferred me. The next rep then said that the refund was not processed or sent because the package (which went missing before ever getting on the delivery truck to begin with) had not been returned yet. He then said that I need to wait until the 16th now before they will do any investigation.
Desired outcome: I either want a refund or to have a new order for the same exact items sent out to me same or next day (depending on time of response).
