AIBU to be shocked at this from Amazon?

[Pippinsdiary]

Just to say, I’m not complaining

I ordered a big order of Christmas presents a few weeks ago just over £100 and it was left on my door step and one of the items for £15 had a damaged soggy box which was going to be present so I contracted costumer services to ask for a replacement/return for only this 1 item and they refunded the WHOLE order and replaced my item, gob smacked.

last week I ordered a spare breast pump but then I managed to borrow one from my local feeding team so requested a return last night and they said refund complete, no need to return. The pump is sealed in the box, why on earth wouldn’t they want me to return it? It’s £70

Do they just have so much money it doesn’t matter?

We were gifted 300 nappies from a friend via Amazon... size 1. By the time we got them baby had outgrown. I contacted them and asked if we could exchange for another size. Was told no worries, keep these ones and we will refund you (even though not ordered from my accoun). No refund but assumed they refunded friend and didn't want to make an issue of it.

Next month another 300 nappies exactly the same. Contacted them again, had this been sent instead of refund? No apologies we didn't refund last time here is £40 and we will also refund and keep these nappies. Tried to make sure wouldn't receive again.

Next month another 300 nappies!! Keep the nappies and do what you want with them.

I think they make so much money they couldn't be bothered to collect anything.

Experiences vary.

i had two orders this year that went badly.

first one was diabetic testing strips, little canisters with 50 (in each). Arrived in packaging that looked totally fine, but when I opened the packaging the canisters had obviously had something extremely heavy dropped on them or been run over, both canisters had been crushed & popped open spaying test strips everywhere. They are not accurate when exposed to air like that. They are very tough canisters.

they reluctantly offered me a 20% discount. 20% on something 'medical' that won't do 90% of the job!! It will do 0%. They said I must have dropped the package. You could drop these things from the top of the eifle tower & they'd be fine. 🙇🏻‍♀️🙇🏻‍♀️

no resolution, they just metaphorically shrugged their shoulders & fucked off.

the second was a bottle of perfume, a fragrance I've been using for years! It was off/stale, it was revolting. Wouldn't refund as I'd opened it! Of course I'd fucking opened it, I'd opened it & sprayed on myself (as you do with perfume!!). Would not refund.

I wish I had your luck, not mine!!!

I had similar to this twice. First time I ordered a new fitbit and received a normal watch that was worth nearly £300. Spoke to customer services who said they'd send out the fitbit straight away. When I asked about returning the watch, they said I couldn't because I didn't order it, they couldn't send a returns slip and therefore I could keep it.

The second time I ordered a pair of bedside tables with lamps built in and received a really lovely shoe bench. Same thing, was told they'd send out the lamp table thing the next day and to keep the shoe bench.

Sold the watch but kept the shoe bench and we always get compliments on it 😅

So they accepted it back on the basis that you just didn't like it?

It depends usually on who is selling it - if it’s ’through’ Amazon there are charges for reverse logistics. RL is what this is called - some products have no value after RL, yet some companies specialise in RL and check, clean and repack for sale other items.

That’s strange because I recently returned a “silk” pillowcase to Amazon that turned out not to be silk. They only refunded me when I had returned the item and certainly didn’t refund the other items in the order. It actually cost me to return the pillowcase, so I’m out of pocket as a result of Amazon not policing lying sellers! 😡

I have some insights as a supplier to Amazon. It’s not that they have so much money they don’t care, it’s that processing returns is such a logistical nightmare and eventually costs them so much anyway ( storage space, labour, extra computer terminals etc, etc) that actually it works out much cheaper to just refund you.

How did you manage that? My kindle paperwhite has frozen on the tree screen. It's a just over a year old, so a week out of warranty, no damage, not dropped, just frozen.
Chat totally unhelpful, if holding the button in doesn't work, have 10% of a new one.
No thanks

Absolutely love Amazon, their customer service is second to none.

I regularly get told to keep things. Or if told to return, call to complain as I don't have the time to take a ruined book (left in the rain by their delivery driver) back to the post office for the refund...I got it refunded and was told to keep the book. Finding a human to speak to though is definitely more difficult than it used to be.

I had this with a kids kindle which had a faulty screen. They refunded more than I paid so I could buy the latest version as the original one was no longer available, then sent me a brand new one anyway 🫢

It's happened to me twice now. Because the item i wanted to return would have to be shipped back overseas they told me to keep the item and I received a full refund. I then put the tem on Ebay and sold it!

I am pleased that you’ve experienced good customer service, I’ve had extremely poor customer service from Amazon recently so won’t be ordering from them. I also had my cc details hacked on Amazon and used on someone else’s account and they were very unhelpful, saying that they couldn’t trace who had used it. Another issue recently is them sending orders in clear packaging so other people in the household can see their Christmas presents!

As a PP said - it depends whether it's an Amazon product or a third party seller.

I recently ordered a box of 6 sachets of Colmans ready mixed parsley sauce - about £15 I think. From a third party seller. When it came it also included a jar of thousand island dressing which I hadn't ordered, but I thought maybe a free gift/sample?

Anyway - a few days later another box arrived with the same order but without the extra jar. I messaged the seller and explained as I was worried they had another buyer who would be missing an order, and the seller would think it was despatched.

The CF came back to me and said 'thanks can you send it back please'!!

Obviously I replied and said I'd be happy to if they sent me a prepaid returns label - unsurprisingly they backed down and said I could keep it. So not all Amazon orders are the same.......😁

I recently ordered from Amazon and they refunded me all postage because one of my items didn't come when they said-it came the very next day and was still pretty quick anyway! It was only a few quid but I was very impressed they refunded the whole orders postage just because of a slight delay.

Amazon’s entire business was built on having the fastest delivery. Now everybody does next day delivery, they’re finding a new competitive advantage in making returns/refunds/exchanges easier than anyone else.

The best stupid reply goes to...

Very nice for this customer but not so nice for the other customers or sellers who are paying more to subsidise it. I hate Amazon!

Same as Shein, I generally never return anything I buy from anywhere but I had a top that was too big. I was offered more of a refund to keep it and not return it. Guess the postage cost makes it better for them to not have it back

I once got in touch with them because a watch I bought didn’t have a working battery. I knew I could just get a battery for it but it did say in the advert that it came with one. They told me to keep the watch and gave me a gift voucher for the same amount. So i simply bought a watch battery and then had the voucher to order something, essentially for free.

I am what Amazon terms a third party seller. I sell items on Amazon,(for which service Amazon charges a huge commission on every item sold). If a buyer complains about any item sold by a third party seller, or late delivery, they can get a full refund and are told they can keep the item. The problem is that the refund that Amazon grants comes from the third party seller, NOT from Amazon, so it is the third party seller that ends up out of pocket. Amazon's 'generousity' is not funded by them, but by an independent seller, often small-scale and struggling to make ends meet, who has been forced into giving away their product by Amazon. They are further out of pocket because they have paid to ship the item to the buyer, and this is also lost.

A growing number of unscrupulous buyers now game the system. They know that Amazon will grant automatic refunds if a complaint is made about a third part seller. Amazon have made it a simple matter to commit fraud, they are enabling thieves.

Amazon apply a different standard when a buyer complains about an item bought directly from Amazon. In this case the item has to be returned before the refund is granted,

@thirdpartyseller it seems like such a flawed system. I honestly had no idea this would happen when I requested a return as I had every intention of returning my unopened item for a refund, it’s really shitty of Amazon.

I really think this thread should be taken down now before everyone tries it on with Amazon and ruins it for the genuine buyers.

It's been up a week!

And……..?