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I have been an Amazon customer for many years, so this experience was especially disappointing. After a lengthy customer service interaction regarding a documented service issue, an Amazon representative approved a $50 resolution as a goodwill gesture.

I accepted the amount but asked that it be provided as a standard Amazon Gift Card Balance rather than as a highly restrictive promotional certificate. The representative explained that they were unable to change the format because of system limitations and escalated the matter to Executive Customer Relations. Instead of honoring the already approved $50 resolution in a usable format, Executive Customer Relations withdrew the offer entirely. Their position was that by declining the promotional certificate, I had declined the $50 offer itself.

What concerns me is not the dollar amount but the principle. Once Amazon acknowledged the issue and approved a $50 resolution, I believe that commitment should have been honored. In my view, revoking the offer solely because I requested a different delivery method demonstrates poor customer service and an unwillingness to exercise reasonable discretion at the executive level.

I am sharing this experience so other customers understand how an approved customer service resolution can be handled. Others may view the situation differently, but I was disappointed by the process and by the final outcome.