As the busy shopping season dawned upon us in November, I decided to purchase a present for my kid nephew early in November to avoid extra shipping costs to receive the item by Christmas. So I purchased a $90 aquadoodle Thomas Train set and received it November 11th. Great, I thought! I had it all wrapped and under the tree come December. We opened the gift on Christmas day 12/25/12. My 2 year old nephew was excited and wanted to play with it immediately. We hurried to put the batteries in and begin playing the this toy that you draw a train track and this thomas train follows. So the batteries went in the train and bam! Train moves in circles. This isn't right, ,I thought. I fiddled with the train to find out the entire left side wheels do not move. Changed batteries three times and again same thing. Well, I thought this is awful of me but I have to take it back, I tell my dear nephew, but I promise to give you a new one that works. After some tears he agreed. I contacted Amazon seller, 911Drugstore. After 8 days and three more attempts to contact I decided to call Amazon customer service for help. The customer service rep named Kim, was so understanding. I began to feel confident that I would not be ripped off as a consumer. She helped file an A to Z claim!. This is where things went so very wrong and I say SHAME ON YOU AMAZON!! The claim department responded within 24 hours (yea!) unfortunately telling me they will close my claim because I did not contact the seller within 14 days'. Well in my claim, as written by an Amazon customer service representative herself, it stated that this was a Christmas gift so it was not opened until after 14days". Clearly, this claim department did not care, but did say the seller would agree to return the item, provided I pay shipping|. I responded asking where's my protection here if you've cancelled my claim? And received another harsh email stating my claim is closed it's past 14days/. How awful of a company to not listen to consumers and side with a seller that clearly does not want to take any responsibility for this quite expensive purchase! What happened to understanding that some amazon purchases are Christmas gifts and may not have been opened within 14 days of purchase? So Amazon claims this: Holiday Returns Policy

Items shipped by Amazon'.com between November 1, 2012 and December 31, 2012, may be returned until January 31, 2013, for a full refund, subject to our other return guidelines listed below,.

I meet all return guidelines listed too:. So, THIS IS FALSE!!! BUYER BE WARE!!!!! This A to Z claim was closed telling me past 14 days but then Amazon posts this holiday return policy! Does this make sense? I've been ripped off completely and to make matters worse my poor nephew had a toy taken away that I cannot replace!

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• Customer service
• amazon customer service
• claim department