I ordered a Cactus EP1 from Amazon a few days ago. It clearly stated it was a 2 pack (for $50), I couldn't believe it, I screenshotted the page and before purchasing the good confirmed with Amazon (through chat, with email transcript kept) that it was indeed a 2 pack, to which they confirmed it
was. I then placed the order. Well the product arrived and it was just one of them, which I knew would be all along, I had
zero faith they were correct but thought it was worth the risk anyway. Here's a transcript of the conversation this morning as I tried to resolve this issue.
Enjoy
Hello,
Here's a copy of the chat transcript you requested:
Initial Question: Only 1 arrived...
12:46 PM PST Alex(Amazon): Hello, my name is Alex. I'm here to help you today.
12:46 PM PST Eddie Summers: Morning Alex
12:46 PM PST Alex: Oh, I'm sorry to hear that, Eddie, let me pull up the order to help you out, ok?
12:46 PM PST Eddie Summers: sure.
12:47 PM PST Alex: so from the 2 pack, only one arrived?
12:47 PM PST Eddie Summers: yup.
yesterday
unless another one is coming separately? But that makes little sense and I have no tracking for another one etc
12:48 PM PST Alex: these are actually supposed to come together since they are one item
No worries Eddie, let me transfer you to the right department so they can sort this out, alright? Please remain in the chat window
12:48 PM PST Eddie Summers: Ok.
12:49 PM PST Justin(Amazon): Hello, my name is Justin. Please give me a moment to review the previous correspondence.
12:49 PM PST Eddie Summers: sure.
12:54 PM PST Justin: I am very sorry that you only received one of these items. I am looking into a resolution right now, it will be just a few more moments.
12:54 PM PST Eddie Summers: ok
12:58 PM PST Justin: To confirm - you are referring to the cactus P1 Ce Battery Pack, Black - correct?
12:58 PM PST Eddie Summers: Yep.
12:59 PM PST Justin: I am sorry for any confusion, I am not showing that this is a two pack - I see one battery pack and a case and I do not show that anywhere on the item description it states two of these units are included.
12:59 PM PST Eddie Summers: ...
01:00 PM PST Eddie Summers: On the product page it clearly shows '2 pack' and I contacted Amazon before buying the product to confirm it was 2 units, which they confirmed. I have screen shots and email transcript of that conversation. Furthermore Alex (the guy who forwarded me to you) could see they are a 2 pack... :/
01:02 PM PST Justin: I see, I do see the "2 pack" icon with an arrow pointing towards the product pricing and selection, but in the selection and details it only specifies that one unit is included. I am very sorry for the confusion. I can offer a $10 promotional certificate due to the inconvenience, or if you would prefer I can setup a return for you.
01:03 PM PST Eddie Summers: no. unacceptable,
I checked, confirmed before purchasing. I expect 2 units, nothing less.
This mistake is on Amazon, not me.
Fix it.
01:04 PM PST Eddie Summers: $10 is an utter insult.
I paid more for this single unit with you than elsewhere BECAUSE it was a 2 pack.
01:05 PM PST Justin: Once again I am sorry for the inconvenience. I can offer a $15.00 promotional certificate which is the maximum amount that I can provide due to this discrepancy. If this is not acceptable then you can return it for a refund.
01:05 PM PST Eddie Summers: It's not acceptable, I want the unit I have, plus another one as promised.
01:06 PM PST Justin: I am sorry but we cannot send out another unit, this is what I am able to offer you.
01:07 PM PST Eddie Summers: Not good enough.
01:08 PM PST Justin: I am very sorry that you feel this way, this is what I am able to offer.
01:09 PM PST Eddie Summers: Nope, try harder. Send another unit out as agreed.
This is the ONLY resolution.
01:09 PM PST Justin: Eddie - I am very sorry for any confusion, this is what I can offer. I cannot send out another unit.
01:09 PM PST Eddie Summers: I'm pretty sure Amazon can handle the financial hit...
No you can Justin.
you just don't want to.
Try harder.
01:10 PM PST Eddie Summers: I'm not being ripped off by billion dollar Amazon, do you understand.!?
01:10 PM PST Justin: I have advised you of the only resolution available thusfar, I am sorry but I cannot provide another unit. Is there anything else that I can assist you with today?
01:10 PM PST Eddie Summers: the unit costs $50....
You can escalate this matter.
01:11 PM PST Eddie Summers: Look... 3 left in stock. SEND ANOTHER ONE;
https://www.amazon.com/Cactus-P1-Battery-Pack-Black/dp/B00NXR1RMM/ref=sr_1_f...r=8-2-fkmrnull
01:11 PM PST Justin: I am very sorry for the inconvenience that this has caused Eddie. I am only able to provide you the resolution I've already provided. Moving forward I will have to repeat myself if you keep demanding a different resolution.
01:12 PM PST Eddie Summers: your resolution is unsatisfactory, escalate.
You say you can't but you can. There are 3 in stock, send me the other unit THAT I HAVE PAID FOR.
01:13 PM PST Justin: I am very sorry Eddie but this is the only resolution that I am able to provide for you today. I cannot send out another unit.
01:13 PM PST Eddie Summers: Yes you can. Please try harder.
01:14 PM PST Justin: Once again I do apologize but I cannot send out another unit.
01:15 PM PST Eddie Summers: Not acceptable, escalate please.
01:15 PM PST Justin: This is the only resolution that I am able to provide Eddie.
01:16 PM PST Eddie Summers: Ok, to show you how reasonable I can be, I will offer you one more other alternative.
Refund me 50% of my order, to my account, not some Amazon store credit.
Or send me another unit.
01:17 PM PST Eddie Summers: How is either of my two suggestions unreasonable?
TAKE SOME RESPONSIBILITY
I can keep this chat window open all day.
01:18 PM PST Justin: I am able to look into this Eddie, please give me a few moments while I see if I can do this for you.
01:19 PM PST Justin: I am able to offer you a $27.50 refund back to the original payment method which is 50% of the units price.
01:20 PM PST Eddie Summers: + shipping.
50% of shipping
01:21 PM PST Justin: I am also able to refund half of the shipping costs as a courtesy.
01:21 PM PST Eddie Summers: Done.
01:21 PM PST Justin: You will receive an email confirmation shortly confirming the amount issued.
01:22 PM PST Eddie Summers: See Justin, you were able to do more. Why was this offer not suggested before? Instead you made a customer irate.
01:22 PM PST Justin: I am sorry Eddie, I was unable to send out another unit which is what you were requesting.
01:22 PM PST Eddie Summers: Why? There are 3 in stock...
01:23 PM PST Eddie Summers: What's the issue surrounding that :/
01:23 PM PST Justin: I am sorry, due to the discrepancy my only options were to provide credit. I have submitted an inquiry to have the website information updated as well.
01:24 PM PST Eddie Summers: I'll close this chat once I receive email confirmation of refund
01:25 PM PST Justin: Okay. You should be receiving this shortly.
01:26 PM PST Eddie Summers: Received.
01:27 PM PST Justin: Okay. Thank you for joining Live Chat and have a great day!
01:27 PM PST Eddie Summers: Have a nice day Justin, and just so you know, it's nothing personal, it's not you... it's Amazon's fault