CUSTOMER SERVICE Archives

Leah Davidson faced a frustrating situation when she returned her iPhone 11 to a third-party seller on Amazon. Despite having a receipt proving her package was delivered, the seller claimed the box was empty and refused to refund her $319. Amazon's AI-driven customer service only complicated the matter, bouncing her between departments without resolution. It wasn't until a human finally reviewed her case that she got her money back, leaving the mystery of the missing phone unsolved.

I returned my iPhone, but Amazon is charging me for it. Is that fair?

November 1, 2024September 13, 2024 by Christopher Elliott

Leah Davidson returns her iPhone 11 to a third-party seller on Amazon. But the seller claims the box is empty. Does she still get her money back?

Leigh Roberts and her wife purchased an extra seat on a flight from Orlando to Venice, only to find out that United Airlines resold it to another passenger. Despite multiple attempts to get a refund, United initially refused, citing nonrefundable ticket policies. However, a missed boarding pass scan and a lack of proper follow-up led to this costly mistake. After escalating the issue and persistence, United finally agreed to process a refund for the extra seat. This story highlights the importance of ensuring your extra seat is properly scanned.

If you reserve an extra seat on United Airlines, don’t forget to do this

September 25, 2024September 11, 2024 by Christopher Elliott

Leigh Roberts and her wife book an extra seat on a trip from Orlando, Fla., to Venice, Italy. But United resells the seat to another passenger. Can Roberts get a refund?

When Jane Huang transferred $1,264 to her brother through PayPal, it never reached his account. Despite numerous attempts to resolve the issue, including contacting PayPal and Xoom, and filing complaints with financial protection agencies, her money remained missing for six months. After persistent efforts and seeking help from a consumer advocacy site, PayPal finally refunded her the full amount plus $100. Her experience highlights the importance of verifying recipient details, monitoring transaction statuses, and the challenges of resolving lost money transfers with online payment services.

PayPal money transfer problem: What should I do if the money never gets there?

April 26, 2025September 9, 2024 by Christopher Elliott

When Jane Huang transferred $1,264 to her brother through PayPal, she expected him to get the money. But he never did.

It's easy to get treated like a second-class citizen when you travel: Just say the wrong thing.

Traveling? Here’s what to say if you want to get the worst treatment — guaranteed!

June 1, 2025September 8, 2024 by Christopher Elliott

It’s easy to get treated like a second-class citizen when you travel: Just say the wrong thing. That’s an undeniable fact that people are rediscovering during the busiest year in the history of modern travel.

Mirella Veen, a resident of St. Maarten, faced a frustrating situation when her $430 Amazon package, containing computer equipment and shelves, went missing after being handed off to a freight forwarder. Despite Amazon's claims that the package was delivered, there was no proof of receipt, and the company refused to issue a refund or replacement. Mirella's persistence in dealing with automated responses and unhelpful customer service finally led to a resolution. But who was truly at fault, and what does Amazon's policy mean for international customers?

My Amazon package never arrived. Now they’re hiding behind a freight forwarder

September 27, 2024September 6, 2024 by Christopher Elliott

Mirella Veen orders $430 worth of computer equipment and shelves through Amazon. But her freight forwarder loses it while shipping it to St. Maarten. Who’s responsible?

Jim Hutslar faced a challenging situation after a scooter accident forced him to cancel his British Airways flight. Despite receiving a promise from Expedia for a $1,987 ticket credit, he hit a roadblock when British Airways marked him as a "no-show" and canceled his entire trip. As a result, he was caught in a frustrating loop between Expedia and British Airways, each pointing the finger at the other. Discover how Jim navigated this complex issue and whether he managed to secure his ticket credit or lost his money for good.

Expedia says I have a $1,987 credit, but British Airways says I was a “no-show”

September 9, 2024September 4, 2024 by Christopher Elliott

After a scooter accident, Jim Hutslar cancels his British Airways flight. Expedia offers him a $1,987 ticket credit. But British Airways refuses, claiming he was a “no show” for his flight. Is the money lost?

Tracy Pruss lost her iPhone 13 while boarding an American Airlines flight from Raleigh-Durham to Cincinnati. Despite using the Find My app to locate the phone near the gate desk, her attempts to retrieve it were met with delays and unhelpful responses from both the airport and the airline. As days passed and the battery dwindled, Pruss feared losing the phone—and its irreplaceable contents—forever. Desperate, she drove to the airport in Cincinnati for help. Will American Airlines find her phone before it's too late, or are these precious memories lost forever?

Can American Airlines find my irreplaceable iPhone before it’s too late?

December 2, 2025September 2, 2024 by Christopher Elliott

Tracy Pruss lost her iPhone 13 as she boarded an American Airlines flight from Raleigh-Durham to Cincinnati. The device slipped out of her pocket on the jetway.

Travelers reached their breaking point this summer. Is loyalty dead?

September 5, 2024September 1, 2024 by Christopher Elliott

When it comes to travel, is loyalty dead?
That’s the question many travelers have been asking themselves during a record-breaking summer.

Linda Carnivale found herself in a frustrating situation after canceling a cruise and trying to get her $250 deposit back. With the credit card she used now closed, NCL claimed to have refunded the money, but Chase, her bank, said otherwise. A tense three-way call between Linda, Chase, and NCL led to a blame game with no resolution in sight. Linda's persistence paid off as she documented everything, but will she finally see her refund? The situation serves as a cautionary tale for anyone dealing with refund disputes between businesses and banks.

Help! NCL and Chase are arguing about my $250 refund, but I just want my money back

September 5, 2024August 28, 2024 by Christopher Elliott

Linda Carnivale wants her $250 cruise deposit refunded. But now her bank and cruise line are arguing over who is responsible for the money. Does it matter? And can she get her money back?

Inna Zaychik ordered a nightstand from Amazon, but despite the company marking it as delivered, she never received it. After multiple chats, emails, and calls with Amazon's customer service, she was left without her nightstand or a refund. Although Amazon initially refused to process a refund, claiming the package was delivered, Inna's detailed paper trail proved otherwise. With the A-to-z Guarantee on her side, and after some advocacy, Amazon finally returned the $95 to her account.

Amazon order problem: Where’s my nightstand?

November 1, 2024August 23, 2024 by Christopher Elliott

Where’s the nightstand Inna Zaychik ordered from Amazon? The company says it’s been delivered, but she doesn’t have it. Can she get a refund?

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