Illustration by Dustin Elliott

Sandra Addo’s $98 Christmas tree is damaged by FedEx before it arrives. An Amazon customer service agent promises to send her a new one, and a second agent confirms it. But then a supervisor reverses the decision, leaving her with no tree for the holidays. Can Amazon save this Christmas tree order?

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.

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 Amaz

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