Amazon.com - ordered software with promised free shipping - but charged $ 4.98 for shipping and handling - haven't received refund yet

Complaints.com received the following consumer message on October 5, 2002:

From:

RE: Amazon.com - ordered software with promised free shipping - but charged $ 4.98 for shipping and handling - haven't received refund yet

In my case, Amazon.com is hooking internet customers with "free super saver shipping" then "accidentally" charging for the shipping and handling. Only then does the customer find that (1) there is no phone number to call about billing errors (2) there is no address given to write about billing errors (3) there is no online page or mail address given to correct billing errors.

I ordered Microsoft Frontpage 2002 cd-rom for $149.99 online from amazon.com on 09/23/2002, persuaded to make the buy both because of a discount (retail on the product was $169) and the free shipping and handling (normally an additional $4.98).

I checked my amazon online account information subsequently, as well as my online credit card account, and found they had added $4.98 to the $149.99 = $154.97 total. The same account page that recorded this shipping and handling charge to my credit card also still claimed that I was given the $4.98 "free" shipping and handling!

I fired email complaints into any input address I could find on the amazon site (as I say--they "coincidentally" don't provide any direct address for billing problems), using "webpage complaints", "general suggestions" and the like to get my complaint in.

I received an annonymous email reply from amazon 09/26/2002 admitting I shouldn't have been charged the $4.98 shipping and handling and promising to "email me when the refund was ready" and "I would see it on my next credit card billing cycle." The old "the check is in the mail" response apparently...have received no refund as of 10/05/2002, no further email from amazon.

I filed an online complaint with the Federal Trade Commission yesterday (10/04/2002) and sent a hard copy (with supporting documentation) to a Nevada address I found on my amazon shipping slip--who knows whether that is even an amazon site (may be simply a third party shipping site).

Gary Bentley