Amazon Customer Service is often OK, but when it isn't it is terrible.

OzyBe on 03/05/2024 - 11:05
Last edited 03/05/2024 - 11:07

I purchased a faulty item through Amazon AU, that was fulfilled through Amazon US. The item cost $250.

Amazon approved return via chat, and said to drop it into a Parcel Point, but there are none of these within a 300km radius that i can find.

So they said to return it via Australia Post and they will re-imburse me with an Amazon gift card for the postage (postage cost is $145).

This does not seem fair, as I have to be out of pocket for $145 and from other accounts on OzB, Amazon don't always honour their promise to re-imburse. (+ I dont want a credit that can only be used with Amazon). Effectively, they are forcing me to purchase a $145 Amazon gift card.

Doesn't seem like a good outcome. Any comments from seasoned Amazon purchasers?

(And while trying to sort this issue with Amazon customer support via chat, at random intervals the customer service person will just be replaced with another out of the blue, and they then open with "how can I help you today". Very frustrating. This happened twice within a 45 minute period).

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Comments

  • mbck on 03/05/2024 - 11:08

    Try escalating it and see if theyll refund to a card?

  • OzyBe on 03/05/2024 - 11:11

    I tried escalating but they stated the only 2 options are to return via Parcel Point, or pay via Australia Post.

    • freefall101 on 03/05/2024 - 12:13
      +3

      The point is to escalate on the refund, not the shipping option. If you live in the middle of nowhere what other kind of option are you expecting here? Someone to drive out and pick it up?

      • Nugs on 03/05/2024 - 18:16

        Drones
        .

  • Hybroid on 03/05/2024 - 11:11

    Use the call me back feature to talk to someone and get it resolved live instead of pulling teeth on chat.

    Try another customer service rep if you don't want the reimbursement, though I have done it with an incorrect item from Amazon US and they did pay through once shared the receipt.

    Not sure where you live but there's Parcel Point locations everywhere.

    https://parcelpoint.com.au/find-a-store

    • OzyBe on 03/05/2024 - 11:14

      When I have visited the Parcel Point site, it seems you have to enter one postcode at a time. You can't browse a map of Australia or your state and look for drop off points that way.

      • Jimothy Wongingtons on 03/05/2024 - 11:31

        When you go make an order on Amazon, at delivery addresses you can select from a list of parcel points in your area (I only notice as everyone it tries to default me lately to the closest point which is called ‘barbera’ for some reason

        Maybe use that function to find closest

        Typically some smaller pharmacies, newsagents are parcel points

  • Sideswipe on 03/05/2024 - 11:19
    +1

    You could ask them to issue you a LabelLess Australia Post drop off.

  • JimB on 03/05/2024 - 11:42
    +2

    What did you buy that would cost you $145 to ship back?

    What's your postcode?

    FYI- Amazon Customer Service has always been excellent for me. Probably the best I've experienced from any company.

    • askbargain on 03/05/2024 - 12:37

      im guessing returning it to US

      • JimB on 03/05/2024 - 13:52

        Yes, but still very expensive.

  • djkelly69 on 03/05/2024 - 14:52

    Not sure that is what I would call terrible customer service.

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