I am an avid Amazon user, and have bought everything from (yes) books to pantry items through it. On occasion, I've had to send stuff back, and though it's not trivial to do so, Amazon generally makes it as easy as possible.
Except when it doesn't.
We bought a covered cast-iron frying pan as a gift. When it arrived, it turned out to have a broken handle. As in, "the cast-iron handle had snapped off the cast-iron body."
So we wanted another one. Step 1 was, logically, to return the broken one.
Hop onto Amazon, go to the transaction, hit the Return button. Eligible for return for another three weeks, no problem, go through, problem is "It's broken," and …
"Item not eligible for return."
Hmmm. Try it a few more times. Same results.
I follow the links to how to resolve the problem, and decide to go for a Chat (rather than an email or phone call); this turned out well for me, esp. since it sends me a transcript at the end.
—-
Initial Question: We received a cast iron fryer with a broken handle. The order page says Sold by: Amazon.com LLC Return eligible through Feb 23, 2017, but when I try to return it, I get a message saying it's not eligible for return. ???
04:46 PM PST Joe(Amazon): Hello, my name is Joe. I'm here to help you today.
04:46 PM PST Dave Hill: Hi, Joe.
04:47 PM PST Joe: I am sorry for unable to make a return, let me check it.
May I have the order number?
04:47 PM PST Dave Hill: Thank you. [number copy-pasted in]
04:52 PM PST Joe: Thank you.
[So far, so good.]
04:54 PM PST Joe: The item is not returnable. since this item cannot be sell again on Amazon, how about a 20% refund as a disount for keeping it?
[Or … not.]
04:56 PM PST Dave Hill: It came to us broken, so clearly it cannot be sold again. How can that not be returnable?
05:00 PM PST Joe: Were no longer able to sell it again like used items. Even it is not an open, let me help you to get a full refund and there no need to return it.
Would that be fine?
[Ah. Their issue is with paying for shipping a cast-iron frying pan (with lid!) back, just to be thrown into the recycle. But Joe has quickly changed from a 20% refund to a full refund. Interesting. But this gives me some maneuvering room.]
05:00 PM PST Dave Hill: That would be fine, or simply send a replacement unit. We still want one, just with an intact handle.
05:02 PM PST Joe: I can replace it, you can keep the, both
Just a minute
[Perfect. We both get what we want. Or at least I get what I want, and feel I'm entitled to: an intact frying pan for my money.]
05:02 PM PST Dave Hill: That would be fantastic, thank you!
05:04 PM PST Joe: yOU'RE WELCOME.
[And why not be gracious about it? I'm getting what I want, and Joe, who is almost certainly working off a script, isn't responsible for the problems with this whole process.]
—-
And in a few minutes I had a replacement unit on the way. And we have an additional cast iron pan baking pot we can use, with potholders.
So happy ending, but …
1. It was absolutely worthwhile pushing back on the "not eligible for a refund," esp. since the reasons page linked to that said nothing about the particular situation.
2. I'm a bit cheesed that initially Joe only offered a 20% refund, esp. since that position quickly changed. Again, I'm sure that was the script, but I'm also sure a lot of folk would have stopped right there and ended up with a poor customer experience, and out money. Bad form on Amazon's part.
3. The key here seems to have been the reason I gave for a return, that the pan was broken, which meant it couldn't be refurbed and sold as used on Amazon. That's understandable, but it also tempts me next time to game the system and give another reason — which means the box would go back, and possible get sold to another poor schmuck without knowing the handle is broken.
Amazon should not be making it easier to be dishonest, esp. if it hurts other consumers.
And, yes, I did make a note of those items in a follow-up "were you satisfied?" link Amazon provided. Hopefully Joe doesn't get in trouble, but, regardless, I felt the need to let them know how I feel: happy to get the results I wanted (assuming the pan arrives intact this time), unhappy about the problematic return process.
Lessons learned: always push back for what you feel is reasonable, be polite but firm, be clear about what you want, don't harass the help, provide feedback. All of which is "Consumer 101," but worth repeating.
I've been lucky with Chat being able to cut through the BS. YMMV.
I've had very little trouble returning items to Amazon. In fact I went from buying most of my computer components from Newegg to Amazon because A) Prime 2 day shipping and B) the much easier return process if something shows up DOA.
This sounds like it might just be an issue that Joe needs a little more training.
I had the same issue with a dog collar. They just sent me another one. Weird. In other news, I successfully bought a tire for my car off Amazon! It arrived yesterday. Took it to the corner station and they put it on, no problem!
Lessons learned: always push back for what you feel is reasonable, be polite but firm, be clear about what you want, don't harass the help, provide feedback. All of which is "Consumer 101," but worth repeating.
Having spent a decade working in retail, it still amazes me that people don't get this. You yelling at me only makes me move deliberately slower and in a more onerous manner.
I work for a company that has a very large service department. I concur. Really, there is only one rule you need as a customer: be genuinely friendly! As unfortunate as it is, that alone makes you stand out. The service reps have a huge amount of power to use as they see fit. Guess how much effort they'll expend if you're an ass.
If you think you're stuck on a script or having trouble communicating your needs, politely ask if you can be escalated to the next level of support. When you are, make a point of first saying that the previous person was giving excellent service but wasn't able to help (they're probably listening, you're probably talking to their superior, and it's not their fault if they were limited by their support role).
Being an ass sticks to you too. Your service history (read "attitude") is often noted in your customer account. The person you're talking to has immediate access to every other service call you've ever made. That will influence their actions.
Being polite is usually a good first course to take. Sometimes it's not enough, but it often is.
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I didn't read it as "We won't give you a refund." As Dave mentioned, it was obviously off a script and offering a discount on top of keeping the unsatisfactory product is often enough to make people happy. (although, in this case what good is a frying pan without a handle?)
I can completely understand that being the first offer to see if they save the sale and shipping expenses while making the customer happy. The whole "this isn't a returnable item" should have been phrased differently.
I see now what they're doing. You weren't outright refused a refund. The tactic was to try to persuade you to keep the damaged goods for a partial refund. When you stood your ground the ploy was abandoned.
Hold on… Doesn’t the US have some form of consumer protection? In the UK the phrase is ‘not of merchantable quality’ basically what you sell must be fit for purpose. Broken out of the box is not your problem. Refusing to refund something sold to you not fit for purpose is illegal. The only exception is around if notice has been drawn to the defect.
They tried to deny my refund (about ten bucks) until I told them "Hey, guys, I know I sent the return package, and I can probably prove it." Next day, ten bucks was credited to my account.
That said, this only happened once; they're usually pretty good about returns/refunds.
Knock on wood.