topic Re: Amazon [not so] Prime in Community Chat

Amazon [not so] Prime

Ibby114 — Thu, 23 Jan 2014 19:16:04 GMT

I bought a pair of boots from Amazon Prime- great price and guaranteed free returns. I figured they wanted to compete with the Zappos and Shoebuy market.

The boots didn't work for me, so I sent them back. I just got an email confirming my return details- yep, no shipping charged. But a $15 RESTOCKING FEE was! The order didn't say anything about a restocking fee- the website promo doesn't mention it either. I even talked to several reps when placing the order and no one said a thing! So much for thinking Amazon Prime is the best!!!

It's so sleazy to call it something other than it is- return shipping fee? restocking fee? It's the same beast when it comes down to it! I just emailed them and asked for a one time exception. I may be back to ordering college textbooks only from them.

Re: Amazon [not so] Prime

Topaz Gem — Thu, 23 Jan 2014 19:19:44 GMT

I don't know if they can legally charge you a $15.00 restocking fee if they don't tell you upfront. Once you let them know that you were not informed of this restocking fee, they may indeed refund it back to you. That's pretty sleazy, IMO.

Good luck!

Re: Amazon [not so] Prime

pinkskates4 — Thu, 23 Jan 2014 19:25:45 GMT

I hope Amazon isn't slipping. I have so enjoyed their Customer Service and the Amazon Prime account.

But I had a poor experience a couple of days ago with the CS - my first ever with them.

We were trying to watch a movie and it loaded fine and ran for about 5 minutes, then stopped then reloaded ran for about 10 minutes, stopped and tried to reload again and then a message came on the screen - Can't reload, call Amazon.

So I did and explained what I just said. The woman told me that probably my device was not compatible. I said we'd been watching movies for over a year on this device. She told me again it was probably not compatible - but that she would check for me and asked for the model number - which I gave her four times and she kept transposing the letters. Finally, I put my DH on the phone with her and he gave her the number a total of 3 times before she got it. After a long wait she came back and said the device was compatible after all. Then she told me that I was probably using the wrong account. I said I only had one account. After being on the phone with her for almost 30 minutes, she finally suggested we reboot - which you guessed it - fixed the problem.

I would have done that in the first place if I hadn't gotten the message to call Amazon on the screen. I thought there was something wrong with the account.

When I got a follow up email from Amazon asking me about the service, I complained - as I have here. I have heard nothing in response.

Re: Amazon [not so] Prime

adelle38 — Thu, 23 Jan 2014 19:26:08 GMT

First of all, was the seller Amazon or was it another seller going through Amazon? Amazon doesn't control policies of independent sellers but I am sure if you contact Amazon directly they will refund your $15 and correct the situation with the seller. Your one bad ordering experience, doesn't counteract the millions of good experiences others have had.

Re: Amazon [not so] Prime

toodles11 — Thu, 23 Jan 2014 19:27:27 GMT

I would call them up and ask them where it mentioned anything about a restocking fee. If you didn't notice it, maybe it needs to be more prominent. Tell them that you are not too happy with this surprise and see if they do anything about it.

Re: Amazon [not so] Prime

adelle38 — Thu, 23 Jan 2014 19:28:37 GMT

On 1/23/2014 Dagna said:
I hope Amazon isn't slipping. I have so enjoyed their Customer Service and the Amazon Prime account.

But I had a poor experience a couple of days ago with the CS - my first ever with them.

We were trying to watch a movie and it loaded fine and ran for about 5 minutes, then stopped then reloaded ran for about 10 minutes, stopped and tried to reload again and then a message came on the screen - Can't reload, call Amazon.

So I did and explained what I just said. The woman told me that probably my device was not compatible. I said we'd been watching movies for over a year on this device. She told me again it was probably not compatible - but that she would check for me and asked for the model number - which I gave her four times and she kept transposing the letters. Finally, I put my DH on the phone with her and he gave her the number a total of 3 times before she got it. After a long wait she came back and said the device was compatible after all. Then she told me that I was probably using the wrong account. I said I only had one account. After being on the phone with her for almost 30 minutes, she finally suggested we reboot - which you guessed it - fixed the problem.

I would have done that in the first place if I hadn't gotten the message to call Amazon on the screen. I thought there was something wrong with the account.

When I got a follow up email from Amazon asking me about the service, I complained - as I have here. I have heard nothing in response.

Anytime you have a streaming problem, the first thing to try is rebooting. It doesn't matter whether it's Amazon, Netflix, Hulu or whoever. Perhaps the rep assumed you had already done it.

Re: Amazon [not so] Prime

Ibby114 — Thu, 23 Jan 2014 19:41:56 GMT

On 1/23/2014 adelle38 said:
First of all, was the seller Amazon or was it another seller going through Amazon? Amazon doesn't control policies of independent sellers but I am sure if you contact Amazon directly they will refund your $15 and correct the situation with the seller. Your one bad ordering experience, doesn't counteract the millions of good experiences others have had.

The seller was Amazon. I rarely go through other sellers - and even fewer times go outside of Prime. I was stunned to see something so sleazy (can't think of a better word for it!) than to sneak in a $15 restocking fee in lieu of a return shipping fee! Out in the b&m world that's called bait and switch!

Re: Amazon [not so] Prime

Clover29 — Thu, 23 Jan 2014 19:43:29 GMT

Amazon isn't QVC, who will take returns like boots even if you've worn them for a month. If you return used DVDs, books that have obviously been read, or shoes than have been worn, there is a restocking fee:

http://www.amazon.com/gp/help/customer/display.html/ref=help_search_1-2?ie=UTF8&nodeId=901926&qid=1333085556&sr=1-2

============
Partial refunds/Restocking Fees

+ Any unopened media item or non-media item in original condition that is returned more than 30 days after delivery: 80% of item's price.
+ Any book that has obvious signs of use: 50% of item's price.
Any CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened (taken out of its plastic wrap): 50% of item's price.
+ Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error: up to 50% of item's price

Re: Amazon [not so] Prime

KYToby — Thu, 23 Jan 2014 19:49:36 GMT

I seriously doubt Amazon is trying to compete with Zappos -- since they own Zappos!

Re: Amazon [not so] Prime

Ibby114 — Thu, 23 Jan 2014 19:52:54 GMT

On 1/23/2014 Clover29 said:
Amazon isn't QVC, who will take returns like boots even if you've worn them for a month. If you return used DVDs, books that have obviously been read, or shoes than have been worn, there is a restocking fee:

http://www.amazon.com/gp/help/customer/display.html/ref=help_search_1-2?ie=UTF8&nodeId=901926&qid=1333085556&sr=1-2

============
Partial refunds/Restocking Fees

+ Any unopened media item or non-media item in original condition that is returned more than 30 days after delivery: 80% of item's price.
+ Any book that has obvious signs of use: 50% of item's price.
Any CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened (taken out of its plastic wrap): 50% of item's price.
+ Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error: up to 50% of item's price

The boots were tried on and put back in the box. Never worn! It was shipped back in the same box Amazon sent to me- all stuffing materials included!!

Amazon heard me- I already got the restocking fee refunded.

Re: Amazon [not so] Prime

NoelSeven — Thu, 23 Jan 2014 19:55:32 GMT

I see the problem has already been resolved...

Re: Amazon [not so] Prime

Ibby114 — Thu, 23 Jan 2014 19:55:45 GMT

On 1/23/2014 KYToby said:
I seriously doubt Amazon is trying to compete with Zappos -- since they own Zappos!

I didn't know that! I wonder if Zappos tries to charge a restocking fee too. Never bought from them- and I only bought from Shoebuy once, years ago.

I recently bought from 6pm for the first time, I think they're Zappos owned. They were great! And very upfront about fees.

I'm pretty new buying from shoe websites, my favorite local shoe store closed after 20+ years!

Re: Amazon [not so] Prime

EmmaBunting — Thu, 23 Jan 2014 20:00:54 GMT

I have another gripe with them. I bought my son a pair of boots for Christmas on Cyber Monday. 30% off all boots. Great! They boots were too big so I wanted to exchange them for the next size down. Nope. They wouldn't let me do a simple exchange so I could keep the same 30% discount. I had to return the boots and reorder them at the full price.

I was not happy. I've learned my lesson. Next time I will buy 5 different sizes to make sure I get the right one......then return the 4 that don't fit using their free shipping. I did not incur any restocking fees, by the way.......but the order was through Amazon, not an outside website.

This will end up costing them in additional shipping in the long run. But I've learned my lesson and will just order many different sizes and utilize the free shipping both ways. I still have to make a trip to UPS whether it's one pair or 4 I'm returning.

Stupid business decision. Amazon is going downhill fast if you ask me. I equate it to fb which was fine and dandy ......got everyone hooked.......then introduced the ads. Same thing with Amazon and their higher shipping, etc.

Re: Amazon [not so] Prime

pinkskates4 — Thu, 23 Jan 2014 20:24:45 GMT

On 1/23/2014 adelle38 said:
On 1/23/2014 Dagna said:
I hope Amazon isn't slipping. I have so enjoyed their Customer Service and the Amazon Prime account.

But I had a poor experience a couple of days ago with the CS - my first ever with them.

We were trying to watch a movie and it loaded fine and ran for about 5 minutes, then stopped then reloaded ran for about 10 minutes, stopped and tried to reload again and then a message came on the screen - Can't reload, call Amazon.

So I did and explained what I just said. The woman told me that probably my device was not compatible. I said we'd been watching movies for over a year on this device. She told me again it was probably not compatible - but that she would check for me and asked for the model number - which I gave her four times and she kept transposing the letters. Finally, I put my DH on the phone with her and he gave her the number a total of 3 times before she got it. After a long wait she came back and said the device was compatible after all. Then she told me that I was probably using the wrong account. I said I only had one account. After being on the phone with her for almost 30 minutes, she finally suggested we reboot - which you guessed it - fixed the problem.

I would have done that in the first place if I hadn't gotten the message to call Amazon on the screen. I thought there was something wrong with the account.

When I got a follow up email from Amazon asking me about the service, I complained - as I have here. I have heard nothing in response.

Anytime you have a streaming problem, the first thing to try is rebooting. It doesn't matter whether it's Amazon, Netflix, Hulu or whoever. Perhaps the rep assumed you had already done it.

I will definitely do that in the future. I had never had a problem like this - either with amazon or netflix before.

My complaint is that she didn't listen to what I told her and we spent 30 minutes to determine that the device was indeed compatible - which I had already explained - several times -was the case.

Had she simply asked me if I had tried rebooting - which yes apparently I should have known to do, but unfortunately didn't - we'd have taken much less time.

It would also have helped if the error message that came up on the screen suggested rebooting first, rather than just saying to call Amazon for assistance.

Re: Amazon [not so] Prime

Ibby114 — Thu, 23 Jan 2014 20:28:28 GMT

On 1/23/2014 EmmaBunting said:
I have another gripe with them. I bought my son a pair of boots for Christmas on Cyber Monday. 30% off all boots. Great! They boots were too big so I wanted to exchange them for the next size down. Nope. They wouldn't let me do a simple exchange so I could keep the same 30% discount. I had to return the boots and reorder them at the full price.

I was not happy. I've learned my lesson. Next time I will buy 5 different sizes to make sure I get the right one......then return the 4 that don't fit using their free shipping. I did not incur any restocking fees, by the way.......but the order was through Amazon, not an outside website.

This will end up costing them in additional shipping in the long run. But I've learned my lesson and will just order many different sizes and utilize the free shipping both ways. I still have to make a trip to UPS whether it's one pair or 4 I'm returning.

Stupid business decision. Amazon is going downhill fast if you ask me. I equate it to fb which was fine and dandy ......got everyone hooked.......then introduced the ads. Same thing with Amazon and their higher shipping, etc.

Wow, like I said. Amazon [not so] Prime! I'm glad they didn't try to hit you with a restocking fee. I emailed them to find out their rules/guidelines with restocking fees so I'm better informed for the future.

Re: Amazon [not so] Prime

mousiegirl — Thu, 23 Jan 2014 20:31:24 GMT

I would leave a bad review, and bug the heck out of Amazon, which I had to do once, and they refunded me everything. Their customer service is usually wonderful. I really don't understand the purpose of "prime." I am not, but I receive my items so fast it surprises me.

Re: Amazon [not so] Prime

Ibby114 — Thu, 23 Jan 2014 20:38:51 GMT

I need prime for my kids college books- they always tell me at last minute 'I need this/that by Tuesday!'. Usually I'm not in a rush for items. I'm a QVC shopper, I'm used to waiting!

On occasion a book might not have been offered via Prime. Delivery took weeks, college professors are only so patient & understanding!

Re: Amazon [not so] Prime

adelle38 — Thu, 23 Jan 2014 20:44:53 GMT

On 1/23/2014 ibb38 said:
I need prime for my kids college books- they always tell me at last minute 'I need this/that by Tuesday!'. Usually I'm not in a rush for items. I'm a QVC shopper, I'm used to waiting!

On occasion a book might not have been offered via Prime. Delivery took weeks, college professors are only so patient & understanding!

Wow and I thought college professors were self centered jerks when I was in college! How do they expect you to get books at the last minute?

Re: Amazon [not so] Prime

Krimpette — Thu, 23 Jan 2014 20:59:22 GMT

I've not seen any signs of Amazon going downhill. However, I have complained to them…twice now…about LaserShip delivery service. My first complaint was a couple of months ago when they didn't deliver until 10PM. Well, then came last night. My doorbell rang at 11:15PM, waking me out of a sound sleep. And I thought I heard a package hit the front door. Needless to say, I did not got down and open the door at that hour, especially since I had not been expecting any deliveries. But when I checked this morning, there were two packages!!! Only thing is……they were not even for me! They were for my next door neighbor!!!!!!!!! I did call all the parties involved and issued complaints. The LaserShip lady was mortified at the hour of delivery, not to mention the mis-delivery. I'm not a night-owl and hearing my doorbell ring at 11:15P, scared the wits out of me!!!!!!

Re: Amazon [not so] Prime

mousiegirl — Thu, 23 Jan 2014 21:24:54 GMT

On 1/23/2014 ibb38 said:
I need prime for my kids college books- they always tell me at last minute 'I need this/that by Tuesday!'. Usually I'm not in a rush for items. I'm a QVC shopper, I'm used to waiting!

On occasion a book might not have been offered via Prime. Delivery took weeks, college professors are only so patient & understanding!

I can relate. I finally told DD to get a list of books she will need, and ordered them all at once.