Q: I’m a longtime Amazon Prime member, and I’m hoping you can help me with a frustrating situation that has ruined our holiday plans.

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In late October, I ordered a Puleo International Christmas tree from Amazon for $98. It was an Amazon Warehouse item, and my family and I were really looking forward to decorating it. A few days later, I checked the FedEx tracking and saw the item was “damaged in transit” and being returned to Amazon.

I immediately contacted Amazon customer service. I was hoping maybe just the box was damaged, and I could still receive the tree. A helpful agent promised to contact the shipping team to send me a new tree.

I specifically asked him to confirm if they were shipping a new tree, and he replied, “Yes, they will ship the new item.”

The next day

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