to who? maybe around people and forums. For awareness.
Agreed it sounds crazy, but.
I don't see it being against the law/breach of contract. Just swallow the pill and carry on
Amazon Australia Return - Re-stocking Fee Rip-Off » All Comments
it's possible the ACCC would be interested in this story.
There are regulations covering 'refunds' and 'restocking' costs, and one of the key phrases is "fair and reasonable". I suspect that 50% of the value of the goods (of such a high value) would tend to be outside the realms of
fair and reasonable".
.h
It's possible A Current Affair would be interested in this story. A 50% restocking fee is daylight robbery.
@spillmill: however, consumer law does not guarantee you a refund for change of mind. Retailers don't have to give you anything if you change your mind. To be honest Amazon would be better off not offering returns for change of mind at all if they're charging such insane fees.
@seanjaus: Agree that in the basic rights we are given by law there is no guarantee, but stores are allowed to go above and beyond those rights and when it is done, they have a good reason for doing it.
Amazon AU differentiate their online store from other stores by advertising they have this return policy. People are more likely to buy from them if they can return a product for a refund with certain limitations. It is a market advantage to offer this service.
In adverting the policy, AFAIK it becomes false advertising if they do not refund according to the policy set out on their Australian Amazon site at the time of purchase.
Amazon AU Return Policy
You may return most new, unopened items sold and fulfilled by Amazon AU within 30 days of receipt of delivery for a full refund of the price you paid for the item. Unless otherwise stated, shipping costs are not refunded.https://www.amazon.com.au/gp/help/customer/display.html/ref=…
@Stphen: Oh well then that policy being advertised makes this an entirely different story. I'd be hitting the ACCC/Ombudsman
OP is lying, if he asked properly he could have just returned it
There is nobody to complain to, according to their bible-like policy. Just like talking to a machine and I wish someday they have the same experience with other companies. They can't complain then!
Amazon "Australia" would be an Australian business. Try getting in touch with the ACCC. I also bet some media outlets would also be interested in this and similar stories.
an Australian Business that doesn't pay tax to Australian Government. Nice move Jeff.
that's bull. Even Jeff has to pay now. The "google tax" law has already started this financial year starting july 2017. ATO will be happily generating millions if not billions.
https://www.ato.gov.au/general/new-legislation/in-detail/dir…
@KangaBanga: Their lawyers will find a nice loophole to avoid this. And the law is designed to have a loophole…wink2.
@blaccdong: nope this law has been long time in the making and was made to specifically close loophole of foreign companies not paying tax locally, allowing ATO to go after them.
Accountants (not lawyers) of many big multinational firms have already started to conform to this new law. Many foreign companies have also been in the process of being audited since last year. An article says ATO is expecting in excess of 3 billion in extra tax from this new law.
https://www.dailytelegraph.com.au/news/nsw/ato-hunting-down-…
http://www.smh.com.au/federal-politics/political-news/multin…
Google,microsoft, apple, facebook have all been implicated
At this stage they cant avoid ATO. They can only engage and try to negotiate a lower amount if possible. ATO is on the hunt and theres nowhere to run :D
https://www.accc.gov.au/consumers/consumer-rights-guarantees…
You can ask a business for your preference of a free repair, replacement or refund, but you are not always entitled to one. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.<
Because they are under no obligation to take it back, they can really charge whatever they deem.
But they have their policy that says they will refund. That will form part of the contract that they will be held to.
You may return most new, unopened items sold and fulfilled by Amazon AU within 30 days of receipt of delivery for a full refund of the price you paid for the item.
Also
“I bought the Sonos Play 1 from Amazon Australia with its lighting deal last month (AUD185.99)
The OP fails to state if the return was done in 30 days, and from years of dealing with the returns "unopened" doesn't always mean unopened. Some people thinks this means they can open the box, but as long as they don't use it or open the internal packaging than it's fine.
I'm not saying that Amazon are correct, or the customer is either, just saying things aren't always what they seem and the retailer isn't always the bad guy.
If not in the original post, then somewhere in the comments the OP has stated it was returned within 30 days.
They state most, but then provide a list of exclusions. I would argue beyond reasonable doubt that the exclusion list should link in with the most statement, and therefore, if it's not on the exclusion list, or doesn't conflict with any of their other criteria (ie. damaged, over 30 days, etc) than the item is eligible for a full refund.
If you read that whole paragraph as a whole, rather than quoting specific parts, it is quite clear that it is on the OPs side.
Amazon have even responded on Facebook that in a situation as per the OPs, the OP is eligible for a full refund.
Amazon.com.au, using your criteria - the item was fulfilled from Amazon AU, returned undamaged within 30 days and was not on the list of exclusions - would you be entitled to a full refund?
Amazon:
Yes, if the item is fulfilled from Amazon AU and returned undamaged within 30 days, and the reason stated is not on the list of exclusions, the order is eligible for a complete refund.
1) Consumer Affairs - they can only mediate and cannot do anything binding for most part.
2) ACCC - they make you fill a qualifying survey. Cant complain if you don't meet the criteria. In that case:
Alternate (2) - VCAT or equivalent. Application Fee $62. $9 to get company info from ASIC (mandatory), $8 to ship the documents to Amazon, $?? to travel to tribunal office and present your case (1 hr hearings) + Case preparation around your argument on "what's reasonable".
I'd do it if I were you (and have in the past (and won)). You will break even if case goes in your favour (teaching Amazon a lesson and doing all of us a favour) and if not, you'll be out of paltry ~$100 (and earn a story how you took on Amazon).** I am not a lawyer.
Holy. Crap.
Honestly, that policy (even if it's only 20% re-stocking; but 50% is just absurd) is going to really, really hurt Amazon's appeal here. For example; Officeworks, JB-HiFi, K-Mart, Bunnings, even Myer have much, much better returns policies. Hell, Amazon isn't even that cheap.
Yep, I'm really put off Amazon.
Ordered goggles from Gearbest. Arrived working fine, but had a small air bubble on the screen.
I decided to return them, so I lodged a support ticket.
Within 30 mins I had a response, asking me to video the goggles. Sent that through and 45 mins later they come back offering full refund for returning, or partial refund if I decided to keep the item.
I chose the $10 USD refund (%20 of the item value).
Under two hours to sort it out professionally. I was almost thinking it was too easy.
Oh, and I ordered the goggles on the 10th, arrived 9 days later, and that was the crappy unregistered shipping too.
Local retailers need to up their game or GB and the like are going to walk all over them.
Don't be so quick to pump up gear best. They sent my door lock to the wrong address and their customer service response was for me to drive to the wrong address or get a friend too and collect it.
I ordered a $400 laptop from Gearbest on december the 2nd and it was meant to come with a bonus 4x usb hub thingy, which I had in my cart at the time of checkout. However, due to the confusing and buggy website, it 'fell out' of the cart as I completed my purchase. I contacted support but they took a week to get back to me, and would not add it to my order. Fine, maybe I am asking for too much. It has now been almost 2 months and they haven't even shipped my laptop- when I emailed support, they just sent me a table with statistics on shipping time for each continent. I understand shipping takes a while, but my order is still 'processing'. My suspicion is they're taking orders on stock they don't even have yet!
Wow, that warrants a big f*** y** and a credit card chargeback.
At work we ordered a machine press that was way too large for our liking. Weighed at least 100-150kg on a palette.
Supplier took it back without charge. So nice of them.You'd imagine that with a business to business interaction it makes sense to ensure that your customer is happy in case they continue purchasing more equipment in the future, though I'm sure this is probably just wishful thinking and that the reality is much more hit and miss?
What was wrong with the machine press? I really don't know much about them at all, just curious.
it's a hand operated press, that was a meter tall and weighed too much. The description wasn't perfectly clear.
This needed to be used on a table and is completely unwieldy.
wow i am so glad Amazon is here
I'd rather buy from Gearbest and Zapals, their stuff is like less than a dollar each and never had issue with them.
That. Is. Insane.
How godamn bad could their marketing team be to propose and launch such a poorly thought through policy? Are they trying to fail?
That would not have been marketing. That's logistics and actuarial. Marketing would have been strongly against it.
Was the item sold by Amazon or by a 3rd party seller? I ask because the returns policy states:
When you order on Amazon.com.au from a seller that fulfills and ships its own inventory (also called a third party seller), that item can be returned according to the returns policy set by the seller (and the Amazon AU returns policy does not apply).
Assuming fulfilled by Amazon AU, and looking at their returns policy - I'd be questioning them based upon the following:
You may return most new, unopened items sold and fulfilled by Amazon AU within 30 days of receipt of delivery for a full refund of the price you paid for the item.
Amazon AU is not required to accept change of mind returns on items outside the return window or return of items that do not comply with this Policy. If Amazon AU does accept such returns, and the reason for return is not a result of our error, we may deduct a reasonable restocking fee from any refund, based on this Policy and the item type, value and condition.
My questions would be:
* Why does the item not comply with the documented policy? It is not one of the disallowed item categories shown on the linked returns policy, and it was returned within the 30 day period.
* How is 50% a reasonable restocking fee for a new, unopened item?Thanks for the points. It is sold by Amazon but they keep arguing they have the right to deduct restocking fee according to the policy and so they did it with my return. They also think 50% is a very reasonable and not very significant restocking % (exact wordings coming from their mouth) which is stated in their policy and can’t be argued.
Smells distinctly like a training/knowledge gap. You could always flag it with Jeff Bezos with a concise and clear email… you never know, it might get read ;)
Not sure whether you are trying to make a joke but this is a good idea. You hear stories on how Jobs use to read customer emails directed at him. Pretty sure Bezos would want to hear from an Australian customer especially when he is going to use Australia as a test market for USA
@Wiede:
Bezo will send his famous ? (question mark) down his ladder of managers, until the twit at the bottom explains what happened. The all the managers scramble the response back up to him.it's not a joke. I had an issue with Amazon that was getting nowhere, so I emailed him. 24 hours later I got a phone call from an assistant or someone like that, problem solved and $50 credit for the headache.
You may return most [new, unopened items]
Amazon AU is not required to accept change of mind returns on items [outside the return window] or return of items that [do not comply with this Policy].OP, can you confirm:
1) The product was new and unopened, or was it opened prior to returning?
2) That you lodged the return within the 30 day return window?It'd be very interesting how to interpret that "most" before "new, unopened items" if yes to both of the above.
1) The product was new and unopened, or was it opened prior to returning?
Yep, OP said in the original post that it was sent back unopened.
2) That you lodged the return within the 30 day return window?
And clarified in a comment it was within 30 days.
if I were you, I will try to talk with them again. Who knows you may get a better person to speak/chat with.
I have already talked to the “manager” of CS’s team and he is just like a machine (which I believe the whole team is trained like that).
When I pressed about how 50% is “reasonable” for a brand new unopened item and he told me the policy is like that and it is already less than 80% applicable to other items.
I already wish them luck as amazon’s price is already not competitive and with such return policy (and the hidden small print things) customers here won’t be liking it. No matter how many ice cream they are giving out people won’t go for them. Yet the most amazing thing is that they don’t have any channels for feedbacks or complaints. That’s why I took the trouble to create account here and give my first post to them. You won’t know their policy unless you went through the painful lesson!
Sorry if I missed the answer to my question but did you return it within the 30-day window?
Thanks
Yes it is within 30 days
Thanks. That seems to violate their own policy of giving a full refund for change of mind returns in unopened boxes within 30 days. Are you sure this is exactly what happened? I'm sorry if I am wrong but I've never had any problems returning stuff to Amazon (US and European sites).
Yes that’s what happened and they are saying as returning is not a result of their error so they have right to deduct the restocking fee per the second paragraph of their policy you quoted.
You are right that both Amazon US and UK are much more easier and fairer to handle. I had pleasant experiences with them and that’s why I trusted amazon Australia. Turns out some local genius running them in completely different way.
Can you screen shit the convo? That's bonkers
I contact their CS through phone call as it is the “recommended” contact method and so no screenshot. Nevertheless, they said the whole conversation is “recorded” and should be retrieveable (but it reminded me i didn’t hear any disclaimer saying they will record the conversation at all, is it legal to do it in Australia to record a phone call without disclaimer?)
Depends on the State you are in
I am in Victoria, not sure about the law for recording conversationl. The restocking fee is the key as it seems they can claim anything “reasonable” as they want.
@TylerOZ: According to Amazon AU returns policy on their site there is NO restocking fee, reasonable or otherwise.
I think I understand now that their policy wordings actually should me to have full refund as I clearly returned within the return window and so they can’t exercise the right to incur restocking fee. Will write in their Facebook and see how it goes .
In Victoria, you only have to tell them their phone conversation is being recorded at any point during the call, but in NSW you have to tell them at the start of the phone call
I can post the refund receipt here! They are definitely doing it differently in reality!
Luckily I still have my Australia post receipt and it also prove that I bought a box to package it nicely to avoid shipping damage.
Maybe I should call again tomorrow using your screenshot to see how they reply.
well the rep's name was Akbar, so obviously it was a trap :)
Technically, he is the one who smelled a trap by OP :)
Great win , this is perfect evidence for op.
Maybe try facebook or other social media if they have it?
Just tried Facebook, don’t hold my hope though after talking to those CS (I talked to 2’persons already).
CS are presumably pretty new and just working from their script - hopefully social media team can actually look at the advertised policy and think about the repucussions of not following it.
Why businesses unleash mindless customer service script monkeys on paying customers, I'll never understand.
I've had success with other companies by going through their FB messenger page. I think they have they have more sway than the regular CS routes.
Why don't you initiate a chat session, ask about "change of mind" returns pretending that you haven't bought yet and then if they give the same answer they gave me, refer them to your order?
ohh wow have a cry
Bit of a knob
Yeah I agree
The Amazon show has just begun. I hate how they make you log in and right at the end you find out how much shipping to Australia would cost. Never liked them. Would much rather buy from eBay. Much more transparent with shipping cost.
That's strange. I often see when looking at Amazon US products it says the shipping and import duty cost right on the product page.
For example, a Sonos Play 1 from Amazon US: https://www.amazon.com/dp/B00EWCUK1Q/
For me it says this:Price: $149.00 + $20.54 Shipping & Import Fees Deposit to Australia
I really like that they include prepayment of the import fees (duty, if applicable). It means it will clear Customs without having to wait for you to pay the import duty.
It does if you have an account with them. If the item comes with free shipping (In US) it will say free shipping until the very end. When you are about to finish the checkout process it sneakily adds the shipping.
This is ridiculous. I encourage ozbargainers to leave their thoughts on Amazon Australia's policy and poor implementation of said policy in the comments under OP's facebook post at https://www.facebook.com/pg/AmazonAustralia/posts/?ref=page_…
I hate how it takes social media rage for the biggest company in the world to be reasonable, and not just say it, but I guess it works right?
totally agree that why do I need to spend so much time in dealing with this shxx but seems resorting to social media is the only way to get it sorted.
honestly if all of you have not been supporting me, I will just stop and blame myself for "bad luck".
Nar, clearly it’s completely unreasonable to have a restocking fee of 50%, maybe a fixed $5 or something even less.
Who knows what other little small print fee is in their policy like warranties or finding lost packages or whatnot
Agreed, or at least Like the posts to show Amazon how many pissed off Ozbargainers have read them.
Disgusting! I left a feedback on the facebook page under OP's post.
Thanks a lot for all the support and your troubles in posting in Facebook. Just reckon if we really look into the wordings of their refund policy I should get full refund as I return within the return windows.
Seems they even don’t know their own policy well, what a good start!
hope you get it sorted OP, I will be avoiding amazon now, I’ve always found the website not very friendly and confusing with a range of pricing for a item like it knows if it can charge someone more based on they algorithms, now this stupid “reasonable” return fee, wtf?
I’m just gonna stick to the shops, least they have air conditioning on a 39 degree day too :)
An option you may not have considered yet is to do a credit card chargeback for the remaining amount.
I would agree with the chargeback
I would agree with you agreeing with the charge back
I’d e-mail [email protected] and see if the higher level CS reps there can do something about this asinine policy in Australia. They usually get things done when you need them for Amazon US and Amazon Canada.
I'd send an email to Gerry Harvey instead. Tell him you are a long time customer of his shop though got caught in the hype and bought on Amazon and look what happened. Tell him after the bad experience you're back for good. Good ol Gerry should be able to pay for your story to get on A Current Affair.
I was just about to post that this story will make Gerry so happy! :)
LOL, how to reach Gerry? Seems if in the very unlikely and extreme worst case Amazon is suing me for anything I will have a strong backup.
You don't have Gerry's personal contact number?!
Some professional you are.
This is a great news for 9 news current affairs. Pass this to them. Most likely Amazon will compensate you more than your refund. Further, complaint to ACCC. Amazon is not required to refund for change of mind by law. But in this case they are misleading public by publishing a policy for full refund for change of mind with in 30 days but not honouring them. That has very serious consequences.
You may return most new, unopened items sold and fulfilled by Amazon AU within 30 days of receipt of delivery for a full refund of the price you paid for the item.
Amazon AU is not required to accept change of mind returns on items outside the return window or return of items that do not comply with this Policy. If Amazon AU does accept such returns, and the reason for return is not a result of our error, we may deduct a reasonable restocking fee from any refund, based on this Policy and the item type, value and condition.
it seems that paragraph two seems to contradict paragraph one. i'm sure someone from @ACA would be interested in this.
"Most" new unopened items. They can claim this one is excluded. The conversation above says otherwise, though. Personally I wouldn't let this one go. ACCC and fair trading.
Assuming this is genuine, for me personally, it's enough reason not to deal with Amazon, or at the least to consider it a gamble. Kinda like buying from an Ebayer with bad feedback.
the refund policy is really confusing but they are treating it like bible which is not arguable and all people need to obey it.
Is it complicated to report to ACCA and Fair Trading? Honestly, after a sleep I don't feel like going further as I have put too much effort already in posting here / Facebook and writing to their CEO.
They do have a list of excluded items, of which, OPs item does not fall under any of the categories.
That is insane. It's like amazon wants to fail in Australia.
They have started their journey to the failing land
Plenty others before them too
Per comments above, it seems Jeff is "reachable" (or at least have a team of people helping him to read the email).
https://www.businessinsider.com.au/amazon-customer-service-a…
Thus I already wrote a email to him saying his Amazon Australia team is taking a great step for failure and the 50% restocking fee is absurd for a brand new unused item.
What piss me off most now is the hypocritical CS team keep saying they want to provide "best customer experience" to me but keep dodging my questions over Facebook and don't even look at the product details themselves! Don't say you care about me when you don't mean it.
Congrats your the second result on Google.
I know. I read that comment about wanting to provide the best customer service and thought they’re doing a great job to dispute that.
I would say, before returning an item to any website/company back, we should read the return policy first. Atleast have a quick look. Sometimes, our decisions are not as great as it should be and thats how we learn.
Having said that, there should be change of mind or full price refund policy if the item is returned within 7 days of receiving the item.To be honest this doesn't sound like Amazon. This sounds like someone trying to poison the well.
Could you please provide a screenshot of your order page, it will show the refund amount at the bottom.
You can blur out the order number, but to be honest I don't believe this as I have returned a Sonos Play 3 with no fee at all last week and they paid for return shipping…..
I have already posted the refund total email in Amazon Facebook page and you can go check it out. I don't know how to upload the photos here as I am pretty new (just joined yesterday).
Moreover, I paid for the return shipping and packaging myself also. I think it is Amazon AU to answer why they handle my case and your case differently, right?
Honestly I got frustrated when someone is accusing my effort. Will just wait and see how it goes now (especially to see whether there are any follow-up from writing to Jeff).
Just call up and ask to speak to the manager again. They have very very flexible return policies and while I'm not defending them site unseen, I've been a prime member in the US and used the site pretty extensively in Australia since the launch and they will work with you. In fact they actively encourage returns if you don't like it.
The call center workforce is distributed in many countries including the US, UK, South Africa and India. Some of them even work from home so just try again. They should at least be able to tell you the reasoning so you can fight it from there.
I really feel depressed we as customers have to try our luck and keep calling until someone "reasonable" is willing to talk to you. I really hate that when I am on the right side but need to "beg" for something reasonable. I believe posters here are fed up with how they are responding and it could happen to anyone one day if you buy from them. You can go to my post in their Facebook page to see how they are dealing with it. Yeh I am those stubborn kind of guy who hate to be fecked.
Hey mate, I just had the thought that how about you post the full refund receipt here of your Play 3 and also let me know how they are paying for your return shipping. During the return process, I only have the option to ship by myself and I am wondering how you can claim the shipping back afterwards. Thanks in advance.
If you dont like the item just choose "incompatible or not useful or doesnt meet expectations" and they pay shipping. These are things you learn with time. I have literally never had them refuse a refund or charge shipping and I've shopped with them for more than 10 years in the US and since they opened here ive probably returned a few items this month. Mostly clothes etc.
Thanks but this is the "estimated refund fee" which for me is also showing a full refund at first (AUD185.99). Only when they finalise the refund they are giving me 50% of it. You can check my pictures in Facebook page if you don't believe.
I choose the option "no longer needed" and sorry I don't agree we need to learn in order to get the proper consumer rights.
Where is the facebook post, can you link to it please because it's not that I dont believe you, I'm just curious where/what they are deducting. Also are you sure it was sold by Amazon.com.au and not a 3rd party on their site?
Edit:
Nevermind i found it, but still cant see the actual charges or return. I'm wondering how it's itemised on the invoice.https://www.facebook.com/AmazonAustralia/posts/1456034261227…
It is sold and shipped by Amazon (it was their lightning deal!)
https://www.amazon.com.au/Sonos-PLAY-Mini-Speaker-Black/dp/B…They just deduct it without giving any details in refund confirmation at all. Only when I called their CS they are saying it is restocking fee.
I am using a foreign credit card and no chargeback mechanism. Call them again to try my luck? How many times should I do so? As I said they should be contacting me as I have provided all the info and wrote to their CEO.
I can't help but think Amazon's response in this instance may be in breach of Australian Consumer Law.
It's not uncommon for companies (particularly US based) where consumers aren't protected as well as they are in Australia to think that their policies can be applied here, but if consumers raise this to the regulator, it can be addressed, and these policies will be amended.
The link I found for submitting a complaint depends on your state, but https://www.accc.gov.au/contact-us/other-helpful-agencies/co… should point you in the right direction.
As a general rule in Australia, and I'm no expert but had to work in a couple of industries where we needed to adhere, businesses must be able to justify the cost of a fee as a true cost to their business, and for an unopened, resaleable item to be returned and a 50% restocking fee charged seems like BS.
Good luck!
This one, right here!
$93 restocking fee? Imagine if the item was $5 you had to pay $90 plus $20 postage to refund it? This is pure BS! Restocking is not depended on the item and should be the same and calculated in the cost of the business (staff hired, etc). You can not be punished for asking for a refund. Forget about Amazon, don't even pay a dollar restocking fee and go to the regulator.
Restocking fees usually available in their site and they should have provide this info in the return process. If they don't then they will be in the wrong. Inform them this fact and if they still not doing anything you can get fair trading for help.
It's all how you start the conversation at this point. Skip the hours of arguing and start with:
You: Hi, Can I speak to your manager please?
Them: Why do you want to speak to my manager?
You: You don't get paid enough to take the sh!t I'm about to dish out.
Them: Sure, 5 secs.
And you keep on doing that with each representative until they disagree - you're now talking to the manager you need to talk to.
Works wonders (well so the story goes).
Love it
And you keep on doing that with each representative until they disagree - you're now talking to the manager you need to talk to.
In reality, if a line supervisor went up the ladder without a meaningful reason they'd be in trouble themselves. Not every manager up the line is expected to be at the beck and call of irate customers, thats why you have staff. If I have an issue, I quickly push it up to an immediate supervisor but after that you're expected to send an email with your complaint.
Depending on where you are and if you are willing to invest some time to make the situation better for people in the future, you could always lodge a claim with your civil and administrative tribunal (starts at $20; no lawyers allowed, no costs risk). In my professional experience companies move quite quickly once they receive official documentation from a tribunal or court, especially if they cannot threaten you with costs to drop the claim.
VCAT - Victoria
NCAT - New South Wales
QCAT - QueenslandNot sure if the other states also have this but if they do not they will have a small claim procedure available which is very similar.
The doubters here already turning me down to do anything more. I shall wait and see how it goes now especially after writing to their CEO and start to gather attention from the Facebook post.
Time to go back to my family, work and fun (I got a really good deal for xbox one x thanks to the posts here (but haven't even switched it on), got the PayPal eBay deal of JB Hifi 15% gift card and then applying it to the recent AUD599 bundles).
Well, as I said it is up to you. Filing a claim takes all of 15 minutes and then that often is enough as in the mediation part the companies normally cave as they fear precedents.
You need to do what you feel is right. If you have some evidence for the above then you have a good case. Whether or not you pursue it is up to you.
I have never listened to the "doubters" and I did get all the goodies from the deals even when the companies simply issued or wanted to issue refunds (e.g. Good Guys, HN etc.). Of course it is a bit of time but at least I know I have not been taken advantage of by companies who as a policy seem to be breaking the law. ;-)
It only takes 15 mins? Much less effort than I expected then! What’s the procedures after filing? Do I need to attend to the Tribunal for hearing or what? Sorry for all the questions but I am no David fighting Goliath and would be worrying I need a lawyer in the end for getting AUD90 back.
Lawyers are not allowed.
You fill in the form, file it, send a copy plus any evidence to the other party. Then the Tribunal will most likely schedule a date for a mediation. You can attend in person at the tribunal location or do it via phone. They will communicate with you and tell you everything you know.
As I said, lawyers are not allowed unless the tribunal permits them (so for a judicial entity they will) but you WILL not be paying any of their costs, no matter the outcome.
Go to the website of your state and read up a bit. It is simple, inexpensive, and straightforward.
Hmm..this doesnt sound like Amazon at all and very different to their official policy and my own experience.
OP can you post a pic confirming the restock fee so we have some proof that this event really happened.
I totally agree. This sounds like a Gerry Harvey plant.
At 1 point I am showing you all the proof and at the other point you are saying I am working for something. Wow, I can't help to think about your agenda.
What proof other than your comment???
I have used amazon in US and Aus, have returned multiple items and have never paid a restocking fee ever.
So should i trust a first time post with no proof or my own exeperience ? Can you see why i am a bit skeptical? I am not suggesting your experience is not genuine but want to see some confirmation that what you say did take place.
@WTF:
Why don't you go to facebook page to see the photos I posted there?
https://www.facebook.com/AmazonAustralia/posts/1456034261227…@TylerOZ:Wow..thats terrible from Amazon!!! Thank you for posting these. You should add the link to your post so people see it when they read it.
Certainly changed my mind about Amazon Australia. Seems like they have a very different approach to customer care from their US store. This is shamful!
@WTF: WTF, did you return faulty items to Amazon? My experience with Amazon return is average and those were returning faulty items. I had to fork out the money first and while they did refund the postage eventually, you really have to watch out on the exchange rate otherwise it is not 100% rebate. Some of the better online sellers provide return postage label (and they already paid for the postage).
Amazon also changed their price matching rules. They will only price match their own price (if the price is reduced after the purchase) if they haven't shipped the item. They used to be a lot more flexible (i.e. in the past, if you haven't received the item, they would be willing to refund you the price difference).
Another big difference is that their support staff used to have the ability to make adjustments to keep customers happy. Nowadays, they are much more strictly by the book.
@TylerOZ:
Just read the replies by Amazon AU. Not the best that you have to go to Facebook to get it resolved, instead of Amazon live chat or by phone. After all the replies and pictures they still do not understand that you have already sent it back?Amazon Customer Service AU Facebook (2hrs ago):
We have received your details via the social media secured link. We will take necessary actions to make things right for you & will get back to you with an update.
We will accept the return of the product for a complete refund within 30 days, provided, the product is fulfilled by Amazon AU, returns undamaged & the reason for return meets the eligibility criteria for an error from our end.
Yes Tomos, if the item is fulfilled from Amazon AU and returned undamaged within 30 days, and the reason stated is not on the list of exclusions, the order is eligible for a complete refund.
Wow I am appalled at the poor level of customer service in those images. I think he even said at one point that "we can offer a full refund".
https://www.facebook.com/photo.php?fbid=10157029041546124&se…
Who trains these people?
Lol, love it how if it’s an Aussie retailer we would brush it off as we’re always getting bad service from big Aussie corporate, but when it’s amazon we demand proof of it happening or claim some conspiracy by a Aussie retailer.
So much hate for our own, so much love for the grass on the other side of the fence.
Sorry to hear that OP, seems to me more of a CS failure. Same happened to me with Woolworths Insurance. When I called a certain number, I told the rep. I want to amend my policy. The rep. then recalculated the premium asking me to pay nearly doubled the original quote. Then I called another number, told the CS same thing, ended up no change to my premium and amended my policy. So I don't think it is a policy issue, more like CS in chaos.
OP is trolling you guys and you guys got baited hard. Noobs
ozbargain.com.au/comment/5578247/redir
A lot of effort to go to for a troll.
paid hkd$589.87, refunded $570.80.
Good job dude, good job
Paid hkd$589.87 to Woolworths and not Amazon, you are the one trolling
Just to check, you do understand OP has a credit card from an overseas bank, yeh. That much is just obvious.
Have you posted your order details to the link that the amazon rep gave you on fb?
I am very interested to see how this gets resolved, 50% is ridiculous unless there are extenuating circumstances.
Hope it gets sorted and hope they make their refund policy and restocking fee policy more transparent and explicit. The way it is now seems to be causing confusion not just externally, but internally with amazon cs giving conflicting advice.
We're so used to getting ripped off, even Amazon does it in Australia!
I confuse - OP return item - unopened or he did open them?
So people think its normal to get your money back if you change your mind?
Yeah. It’s pretty normal with larger retailer.
Considering it was returned unopened and return postage paid for by OP, yeah.
If the retailer says it's their policy, then yes. (e.g aldi has a 60 days policy, for any reason). It's a way of going above and beyond the ACL.
Here's Amazon Australia's: https://www.amazon.com.au/gp/help/customer/display.html?node…
Aldi let you used it for 59 days and you can simply return if you change your mind after 59th day
Was about to get Amazon Kindle paperwhite from Amazon. After reading this post, I will now save myself some trouble. Thanks OP.
I’m sure Harvey Norman will sell you a Nook or something by “Laser”.
Would have bought this https://www.ozbargain.com.au/node/260390, only got interested in getting an e reader a few days ago, realised goodguys had special in December for 123.2, will wait until there is some special.
Hi OP,
Normally whingers posting on OzBargain are made a laughing stock by the community, though you actually have a really good case here.
Thanks for sharing your experience, we'll be wiser for it. Good luck on getting your refund, I hope you get a full refund!
Wow. Those reps are seriously confused AF. As per their own site, you get 80% back when its out of the window (not that yours is out of the return window) Why are they saying the fee is 80%, not the refund haha…
Partial Refunds or Restocking Fees
If You Return
You'll Receive
Items in original condition past the return window*
80% of the item's price
CDs, DVDs, VHS tapes, video games, cassette tapes, or vinyl records that were opened (taken out of its plastic wrap)
50% of the item's price
Items that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to an Amazon.com error
Up to 50% of the item's price
Open software for reasons not due to an Amazon.com error
0% of the item's pricehttps://www.amazon.com/gp/help/customer/display.html?nodeId=…
Yeah what a mess they and Amazon have been making. Wish I could fast forward 5 years and see if Amazon have done well here.
I just returned an item (opened) and they refunded in full also claiming my postage fee via chatting as amazon will refund you up to $17. Condition: the item must be sold and shipped by amazon not 3rd party. They've 30 days return policy.
with the lackluster launch, uncompetitive prices, small product range, and now this, it is as if Amazon AU is deliberately trying to fail…….
This is ridiculous.
I've already complained on Facebook, hopefully they sort it out quickly. If they had more explicit details up front this could have been completely avoided…Wow Amazon is lucky to do this, as a third party seller I get screwed over no matter what if a customer wants to return. Once they begin the process I have to do it either and cut my losses.
I must admit that 50% does seem steep but why wasn't the homework done in the first place?
Who in their right mind buys something without checking the price first, decides to return it because they feel that they can buy the same thing cheaper elsewhere, doesn't check to see how much a restocking charge would be, pays for it to be returned, then decides to phone the supplier to have a whine and not put anything in writing.Seems like a classic example of 'a fool and his money' to me!
You're an Englishman, are you, cockneylondoner? Seems to me like the only one whining is you.
What is the relevance of your posting?
The easiest way to deal with it is to speak to the on Live Chat, avoid calling them.
If you get no joy from the first person you speak to, ask to be sent to their manager and be forceful without being rude and say it was sent back within the 30 days and the refund should be 100%, they will also cover your return postage.
If escalating to a Manager doesn't work, when you end the chat, leave a negative review and they will say give us another chance and it must get escalated to a higher area as they usually are able to assist more than the lower levels. (The new CSR will read over the last chat log usually to save you repeating the whole thing)I had an issue with an order at the end of last year and this is what I ended up doing and was sorted out after speaking to multiple people on Live Chat who were repeating their script without even thinking. You will get your refund and it shouldn't take more than 10 minutes via Live Chat.
Good luck!
You're assuming they have good customer service triage processes. Given the OP's service issues across multiple channels, I'm not as confident.
Won't be buying from Amazon AU ever if this happened to someone. What if you buy a gift for someone & they already have the item or they mentioned they want something else. What then ?? They are forcing you to keep the item because if you return it you forfeit %50 of it's value.
Sorry I couldn't reply to all of you but I really feel overwhelmed by the support. Thanks a lot again!
I have taken the most practical and direct advice to live chat with Amazon AU again. See it for yourself and be AMAZED. I honestly want to give up as this is a real low.
- CS made up the product is "damaged" and when I pushed for proof then quickly said that they have made a mistake in marking it and immediately rectified
- Just keep saying restocking fee is not refundable even I point her to the return policy
- I keep asking for the manager but there is none at the momentWow, just wow to me
http://tinypic.com/r/mrsow2/9
http://tinypic.com/r/202uu0/9
http://tinypic.com/r/jg7hq1/9And just ignoring everything else… Imagine for a moment if it was on the excluded list and you returned it at 31 days.
In what mind are Amazon in to think that someone would want a 20%/50% refund and not have the item. It's so illogical that I can't believe that it has even been considered as a policy.
After reading that, just some feedback.
It does read as you are getting a bit emotional. I recommened try to stay a bit more level headed and keep your content factual.
Just repeatedly refer to their published policy. Something like this:
Your policy states "You may return most new, unopened items sold and fulfilled by Amazon AU within 30 days of receipt of delivert for a full refund of the price you paid for the items. You go on to litems items that are exempt. This item does not fall under this category.
Can you please process a full refund as entitled by your returns policy. If you can not do this, can you please escalate to a manager.
I must admit I am emotional after being accused of the product damage and then all of a sudden the CS said they made a mistake.
But isn't it sad we have to "learn" and "behave" to get what we deserve back?
Not to condone their behaviour, in this instance, I think it's more a failing in custromer service rather than needing to learn how to properly respond.
From the chat reps posts, it seems English is not their first language either. My point with trying to be succint is so there is no reason they cannot understand your point.
Anyway, fingers crossed you have more luck with the next rep you speak to!
(PS. Not sure if you have to log in to chat - if not, I'm happy to chat to them on your behalf.)
Hey mate, you have been really supportive and I am really really grateful for that!
Yes I need to login to chat and to link the related order or I can really pass it to chat for me which I am sure you will be doing much much better than me!
That's horrifying customer service, I hope you get your money back and an apology.
Wow, that is pathetic customer support, and poor grasp of english by the rep doesn't help either.
This is appalling customer service from Amazon. Why have they unleashed such poorly trained reps who cannot even communicate properly?
I can't offer you much help, but don't impulse buy at Amazon AU. Their prices have not been very spectacular. In many cases more expensive than bricks and mortar. Everyone was scared of them before they launched, now it seems they're all laughing at them.
message this person
http://www.news.com.au/finance/business/retail/parents-furio…
get them to run an article
the find someone in SMH, ACA, TT, seven news, 9 news, 10 newsamazon will get back to you once they get that much bad rep
Honestly I am not sure whether I want to go further. It is so time and effort consuming which my wife is complaining…
I have previously found John Rolfe at Public Defender super helpful in the past.
https://www.facebook.com/publicdefendercolumn/
I was a bit disturbed about this story so I went and asked Amazon Australia to clarify their restocking policy (when it applies and how much, etc)… It about 40mins on chat for them to find me the answers, and they admitted that they weren't as transparent as they could be about it… Here's the transcript. I've taken out the name of the agent (replaced it with the word "agent") as I thought it'd be unfair to post his name here… The last third of the conversation is the really interesting bit. I hope it helps!
"Amazon Your AccountAmazon.com.au
Message From Customer Service
Hello,
Here's a copy of the chat transcript you requested:Initial Question: hi
10:45 AM AEDT Jon .: Hi
10:45 AM AEDT Agent(Amazon): Hello, my name is Agent. I’ll be glad to help you today.
10:46 AM AEDT Jon .: Hi, I just read something quite disturbing on an Australian forum about Amazon Australia's returns policy and I want to check if it's true.
10:47 AM AEDT Jon .: According to the report on the forum, Amazon charges a 50% (or thereabouts) restocking fee for change of mind, even if the item is returned unopened or damaged. Is this true?
10:48 AM AEDT Jon .: If I was to buy something from Amazon Australia and change my mind (again item unopened or damaged), what fee/s would I incur?
10:50 AM AEDT Jon .: hello?
10:50 AM AEDT Agent: I am here Jon.
10:50 AM AEDT Jon .: ok
10:51 AM AEDT Agent: The restocking fee won't apply if the box is unopened or it's a;ready damaged Jon.
10:51 AM AEDT Jon .: in what instances does the restocking fee occur and what are those fees?
10:51 AM AEDT Agent: It won't apply if the error is from our end.
10:54 AM AEDT Jon .: Sorry, I'm confused. Can you clarify. You're saying the restocking fee won't apply if the item is unopened or is "already damaged" (you mean manufacturers fault/faulty device?) or if the error is Amazon Australia's?
10:54 AM AEDT Agent: Yes, Jon. If the box is unopened or faulty before the product is delivered.
10:55 AM AEDT Agent: restocking fees doesn't apply.
10:55 AM AEDT Jon .: Great. And when do the restocking fees apply and how much are they?
10:57 AM AEDT Jon .: Also, where can I find information about restocking fees and the instances in which they apply?
11:00 AM AEDT Agent: I am checking this for you. Is it ok if I take two minutes while I check this for you?
11:00 AM AEDT Jon .: Yeah, absolutely. Thanks Agent. You're being very helpful. :)
11:05 AM AEDT Agent: It is taking longer than expected. Please allow me two minutes while I check this for you.
11:08 AM AEDT Jon .: ok
11:08 AM AEDT Agent: Thank you.
11:12 AM AEDT Agent: Thank you for staying connected.
11:13 AM AEDT Jon .: Any luck?
11:14 AM AEDT Agent: I have checked with my resources and see that the restocking fee entirely depends on the seller if it is an seller order and seller may or may not deduct the restocking fee.
11:15 AM AEDT Jon .: What if the seller is Amazon Australia directly? Also, whereabouts is this information/policy available on your website before someone purchases an item from you?
11:19 AM AEDT Agent: The restocking fee varies from product to product, Jon.
You can find the policies and some information in help page,Jon.
that is available on the Amazon.com.au site
11:20 AM AEDT Jon .: But there must be a policy on this somewhere that customers can see before they make a purchase that is clearly states when the restocking fee applies…
Can you link me to those policies please?
11:21 AM AEDT Jon .: At the moment a lack of clear policy is not instilling me with faith to purchase from Amazon Australia anymore.
11:22 AM AEDT Jon .: There also must be clear instances that you can tell me of when the restocking fee applies.11:22 AM AEDT Agent: Currently we have this link https://www.amazon.com.au/gp/help/customer/display.html?node…
11:24 AM AEDT Agent: where you can find information regarding the returns and other information. Also, I see that the information about restocking is not available completely. We appreciate you for letting us know about this so that this can be taken care of so that restocking fee policies will be available for everyone.
https://www.amazon.com/gp/help/customer/display.html?nodeId=…11:25 AM AEDT Agent: Here is the link about complete restocking fee
11:26 AM AEDT Jon .: I see a clause which states that if the item is undamaged etc and returned outside of the 30 days then there is a "reasonable restocking fee" (this is in reference to purchasing from Amazon Australia directly but I'm still unclear as to what that fee would be and what is considered "reasonable". Where is the clarification around this on your site?
11:27 AM AEDT Jon .: Sorry Agent. I just saw the last part of your last post after I pressed send
11:27 AM AEDT Agent: You can see this in the second link,Jon.
11:27 AM AEDT Jon .: Thanks for your help. You've been very helpful
11:27 AM AEDT Agent: You're welcome. Is there anything else I can help you with?
11:28 AM AEDT Jon .: No, all good thank you. Have a great Monday]
11:28 AM AEDT Agent: It's been a pleasure assisting you. Have a great day :)
When you click on end chat, it will direct you to a survey link regarding the service I provided to you today. Would appreciate your valuable feedback.
11:28 AM AEDT Jon .: Yep, no problem
11:28 AM AEDT Agent: Thank you.
Thank you.
Amazon.com.au
This email was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message.
"Even so, reading that second link about restocking fees, to me, that is an indication of what the recommend to 3rd party sellers, not Amazon AU sold items.
You would imagine they could've just copied and pasted their policies from overseas, and just update where needed as per required legislation. For a company as big as Amazon, this is kind of ridiculous.
Agreed. I guess the OP could follow up with them and ask them under which circumstance/s those recommended restocking fees apply to him and where would he find that on their website before he agreed to purchase the product… Get them to explain that in writing.
You have really taken a lot of effort to clarify and thanks for that. But as Tosco mentioned the link is about 3rd party seller which the refund policy for items sold by Amazon should not be applicable. I never come across this page before and I think what's happening right now is that even their whole CS team is confused internally about the return policy.
@TylerOZ:
Exactly. Ask them, if they are confused about their own policy then how were you supposed to understand it as a consumer when you first bought the item and then when you returned it. Refer to the second link below regarding their Amazon returns policy that they sent me by email… It's not Amazon AU but if they don't have on for Amazon AU, and the Amazon US one is somehow not valid here then that just proves the point that you could have been aware of the full policy when you returned the item because they aren't aware of it either!I haven't spent heaps of time on it because I was chatting whilst doing other stuff (oh the benefits chat!). I hate it when retailers read customers the riot act and then can't actually provide evidence of the policy or how the customer was supposed to be aware of the policy.
Hopefully there will a right person for me to ask with these questions. Just provided them the info through Facebook for their Social Media Support team to contact me.
@TylerOZ: Let us know how you go with the FB team. If you still have no luck, maybe we'll see what I can do to help. But looking at Amazon's latest response, they have acknowledged in a case as like yours you would be entitled to a full refund.
OK, Amazon just me another link that refers to Amazon as the seller directly: https://www.amazon.com/gp/help/customer/display.html?nodeId=…
But at least the first point of the policy seems to contradict what Amazon says on their returns policy page and what the agent told me… https://www.amazon.com.au/gp/orc/returns/homepage.html/ref=o…
They do use language like "most" when referring to items that come under their returns policy and "UP TO 20% of the items price" in the link the agent provided, but again, not clear…
Vertigo, your first link is not from Amazon AU, so whoever sent it to you clearly has no idea what they're talking about. You can't reach your first link from the actual Amazon AU website.
The quote "You may return most new, unopened items sold and fulfilled by Amazon AU within 30 days of receipt of delivery for a full refund of the price you paid for the item." is from Amazon AU. Your second link is from Amazon AU. Quite clearly these online chat customer service agents aren't specific to Amazon AU, and so they all have no clue what you're talking about.
Hopefully OP has a better time getting an answer on Amazon's FB page.
I wonder if the OP should just invoice Amazon for all the time spent trying to get his refund.
This is really turning me off Amazon Australia, Gerry Harvey sounds like a nicer guy.
TylerOZ, I think somehow you need to reach somebody higher up in the food chain.
Well, no it's not from Amazon AU but it is from Amazon… Clearly, they don't have information on this on their AU site (might be that they refer to policies in these circumstances to their US site) - whatever the situation, they're not transparent, which they admitted to me in the above chat conversation…
I'm not sure what your point is Deridas.
The main thing is that their policies are a bit all over the place, as evidenced by the chat and the policies I was referred to.
Yes their FB chat might be a good place for the OP to go and ask similar questions regarding his own purchase and return (ie when/how was I supposed to know about these policies and when/where they apply both 1. when I bought the item and 2. when I returned it? How was I supposed to make an informed decision as to whether to buy and/or return the product based on these policies? Which of these policies actually applies to my particular case?)
My point is Amazon US and Amazon AU are two different entities. Clearly their returns policy contradicts each other and as the item was bought from Amazon AU for the CS representaive to give you the US link shows that they have no clue.
TylerOZ, I've noticed on the Facebook page that they're asking you to send details to a specific link, my guess is that's the way to get to somebody higher up. They probably pay somebody in a developing country peanuts to man those online chats. You can always post your screenshots of whatever your interaction with them are if you think if they're still being unfair (or fair).
Yes I will give them the last chance to feck me up again but I can foresee it will be a phone call with the way they are asking me to provide details and I am not sure how to record it.
Interestingly, someone from this forum posted to ask about the return policy and finally a representative is admitting the restocking fee is not "clearly stated" for unopened item within return windows and they will "review" it. Even they will revise the wordings in future, please don't forget they are talking about 50% as reasonable…
Update. This is the email I got back when I pointed out the contradiction in the 30 Day return period policy on Amazon AU and the (US) policy they kept referring me to:
"I apologize for all the confusion and the wrong link (amazon.com) provided to you. However, there is no specific return policy for Amazon Australia as of yet. As you already know we have just launched our retail services in Australia and we are working round the clock to get all the things updated on the website.If we were to speak in general:
— You may return most new, unopened items sold and fulfilled by Amazon AU within 30 days of receipt of delivery for a full refund of the price you paid for the item.
(Unless otherwise stated, shipping costs are not refunded.)— Whilst sellers are expected to offer a returns policy equivalent to Amazon AU's, their returns policies may vary in some cases. To learn more about a Seller's returns policy: https://www.amazon.com.au/gp/help/customer/display.html?node…
— As for the lap tops & computers:
Amazon AU may test computers that are returned because they didn't start when they arrived may result in the customer being charged a testing fee equal to 15 percent of the product sales price if the customer misrepresents the condition of the product.— Although Amazon AU is not required to accept any returned desktop, laptop or tablet that is damaged through customer misuse, missing parts or unsellable condition due to customer's error. We may accept the item for return subject to charging a restocking fee which will be advised at the time.
I hope this helps. However, if you have a specific product you would like to buy and has a query regarding this, please contact us back with more information on it and we'll be more than happy to assist you."
So there you have it @tyleroz - as long as it was unopened, undamaged, specifically stated on item at time of purchase that 30 day return doesn't apply to this item, etc they can't charge you a restocking fee according to their own Australian policy.
50% re-stocking fee?
I'd rather sell it on Ebay and I'm sure I'll get better return.I got a item for half the price including shipping from the US instead of the Aus store. Amazon has been underwhelming so far but they're in it for the long hall.
Too lazy to read all the replies.. but does sound rediculous..
email here I have heard that it works.
https://www.businessinsider.com.au/amazon-customer-service-a…
I have been buying from amazon quite a bit (us & Canada mainly) and their customer service has always been amazing. I am very surprised by this… but then again I never had to return anything.
Good luck!
If you have not returned anything to Amazon, then it is probably not ideal that you comment that their customer service has always been amazing. Until you have the need to return or encounter issues with Amazon, you have not experienced their true customer service fully. Here are some of the issues I have experienced with Amazon US lately:
- Returning faulty/incorrect items, while Amazon US would refund the postage, you still need to do all the work to return it (paying the postage in advance, lodge/post the item, and then you need to watch out for currency conversion, because you are generally worse off. I ended up contacting Amazon support again to get the difference). Other better online sellers would provide a postage paid return label with their courier (and some of them will come and pick up the package).
- While Amazon did post the replacement items quickly, I needed to negotiate with them to get a faster postage service (i.e. they sent me the faulty item or the wrong item, I shouldn't wait for weeks to get the correct item after waiting for weeks to get the faulty/wrong item).
- Price matching is now worse than before. Amazon won't price match their own reduced price once they charged you and sent the item out. They used to be willing to do that if you have not received the item or even a few days after you received it, not anymore.
- Even in the case where they are willing to price match, they sometimes only do that by cancelling the entire order and place a new order (which means that if you only want them to price match 1 item, you could lose the discounts you had on the other items in the same order).
- Packaging of cheaper / smaller items can be sub-par (because Amazon try to save postage cost).
Amazon is big now, but their services in general are inferior than 2 years ago.
Agree with this.
You only get to know what the customer service is like when something goes pear shaped.
If no issue, how would you know if the customer service is any good?
All you know if that the correct item was shipped to you… So life is good because no issue, which is great.So don't expect them to help if any issues.
Actually over the years I have had to contact customer service at least 20 times over the years.. sometimes for simple questions,.. several for pear shaped experiences.. last time about 2 weeks ago. Never received the product, and current product price doubled..
Like I said customer service has always been amazing, but yes I have never had a return..
I have been a customer since 2001 and just did a rough check and there have been 70+ orders..
regardless of this, OP is looking for solution to solve problem.. I see some people trashing amazon, saying OP should raise with ACCC.. all this will be pointless or take massive effort.
I proposed a simple solution that has worked in the past. Worse case scenario, the OP is no worse off..
Nice!
A direct email to the Subaru Aust boss quickly fixed my warranty problem that I was having trouble with.
I found best bargain on Amazon - Carbon steel wok - only $501!!!
But shipping is free which is wonderful.
https://www.amazon.com.au/Buyer-5114-35-Steel-Carbone-Induct…
it seems amazon au is acting as if a third party of amazon.com ie with their own return turns.
won't be buying anything i might consider returning after this.
very strange behaviour by AMZNAmazon Australia not all the best. So expensive!
Wow. This is horrible. I've read through the Facebook response also.
Amazon Australia Facebook appears to deflect any questions and keeps insisting on OP to provide account details. The questions asked did not require said account details.
I am confident the staff isn't even working near the warehouse as he/she is alluding to. I bet he isn't even in Australia.
Amazon Australia, you were the chosen one. - insert obi wan meme.
I think the crux of this problem is that when they received it back it was "damaged". Not that they have a return policy that applies a deduction.
That being said, I can't imagine most retailers even giving you 50% back if the item was truly damaged on return shipping. They'd probably just return it to you.
So what really needs to be found out is, was the item actually damaged or not?
The chat rep identified is wasn’t actually damaged, it was just coded as damage incorrectly.
Wow. Thanks for warning us.
Thanks for posting OP.
Will definitely be AVOIDING Amazon Au.
Appreciated.
So sorry you've (all) suffered for what should have been a simple refund. Definitely won't be buying from Amazon as a result of this.
GERRY! GERRY! GERRY!
Ive worked at Jb hif and seen people return tvs without a box and get a full refund.. harldy in sellable condition. I will not be buying from Amazon Aus thank you and good luck.
If the TV has an issue within a short time period after purchase the law states that it does not need to be returned in original packaging.
No kidding, I was talking about change of mind like the OP…..
So the TVs being returned without a box and full refund were change of mind ? There were no issues with the TVs ?
What a Shonk company at its finest…. must of come to Australia for dat dare Aussie tax everyone speaks of.
I really didn't expect there is so much reaction and that makes me feel obliged to report what's going on now:
- Per suggestion from other posters especially those from Facebook group, I have left my contact info to their Social Media Support team as requested (which I don't understand why it should make a difference from live chat or phone call support teams whom I have interacted) to give Amazon Australia "last chance" to resolve the issue with me.
- Quite a few posters feel that now the issue is "escalated" and I have the same feeling there is chance that I can have the issue resolved this time as quite a lot of you are helping me in their Facebook page and they can't ignore that. Still waiting for Amazon Australia to update and contact me at the moment.
- In case it can't be resolved this time, will report to ACCC as there is a member here contacted me before offering help to guide me to do so.
- As I have mentioned before, finally there is someone from Amazon Australia saying the return policy is "not clear" and will be "reviewed". I think even there is a chance my case may be resolved, everybody (including myself) should look out whether they will still impose the restocking fee and whether the definition of "reasonable" is 50%.Time to go back to work and family. (No fun and no game time yet, monster hunter world and dragon ball are awaiting me)
Could you pls enable private messaging
can you guide me how to do so?
The other member contacted me through Facebook and I didn’t aware you need to change some settings to enable private messaging here. Thanks
Done!
Thanks for sharing. My 2 cents:
A. We should put big warning signs about restocking fees on ozbargain against all Amazon deals.
Given how absurb they are, we should call them as unrefundable items. So no other community members have same experience.
(Moderators, what can be done?)B. Maybe post story on current affair and any other media type outlets. I think they would love this story as it is great news. Also probably the only way to get them to change their policy and make it consistent like other Australian retailers.
Any ozbargainer with media connections?
Still no associated say something after days? Amazon AU employees no ozbargainer?
A quick update that I have just received a email reply from Executive Customer Relations team with regard to my email written to Jeff Bezos before. He/She is asking for my order number and account details to follow-up. I have posted the email to the facebook page asking the so-called Social Media Support team to coordinate with this team to give me a single reply. I don't think Jeff has read the email himself but I believe the issue is "escalated" for sure.
Hello Lahiruwan, an unopened change of mind order, returned within 30 days of purchase is subject to a partial refund. We are aware it's not clearly stated in the Returns Policy, however, we are working on having it reviewed.
Noah | Amazon Customer Service.
lol
Dear me.
What a load of bs. I was about to buy a watch from Amazon but no more. Time to boycott AmazonAU. I wonder if the mods read this and what would be their opinions?
Dear Mr Bezos,
Congratulations on the successful launch of your Australian chapter. I heard it was a torturous start and many of your competitors had many detrimental words for you, often with accompanying actions. Many here believe you usher in a new era of competitive pricing and customer service.
We were wrong.
I cannot imagine you've invested less than several thousand dollars on marketing and a marketing team. Your efforts are for naught. You see, when you market yourself, you are putting your name in the spotlight. Your conduct counts for more than it does once the spotlight fades. Today, you've managed to rally those who have waited in anticipation for your success, except instead of winning their loyalty, it was to examine your failure to provide any semblance of competence under a very expensive spotlight.
Ninety three dollars. It is one thing to profit from overpricing or overcharge on shipping but $93 withheld due to a refund policy your staff cannot comprehend and your management cannot comment on?
I'm assuming you have lawyers. I'm sure your definition of "reasonable" restocking fees wouldn't have made it past your legal team. If it has, look for better council.
I'm assuming you have marketers. If your name is appearing in social media for the wrong reasons, take action and even if you're not sincere, sell us the idea it was an oversight.
I'm assuming you have customer service managers. When you have staff that can barely speak the language of the market you are trying to penetrate, cannot provide answers and does not know your company policy, at least do us the courtesy of not patronizing us with pathetic attempts to divert blame.
I've made many assumptions but an assumption this is not - your Australian chapter is drowning in incompetence.
I'm a pragmatic man and I will not say that I will not patronize your establishment indefinitely but I've certainly lost a tremendous amount of trust in your business. Perhaps my pragmatism rubs off on you and you may "reinvent" your team.
Once again, congratulations on the ribbon cutting and good luck. I hope that $93 was worth it.
Warmest regards,
Your well wishersSent to Amazon AU, though I doubt he will ever see it.
You should send to [email protected] if you want to address Jeff Bezos directly. He got a team to handle it for him. Put in a nice heading to draw attention maybe.
I am amused by the effort of all the people here!
Thanks. Sent.
Try to correspond via writing only and screenshot all your correspondence.
I've seen big companies withdraw statements and modify account messages. Don't give them an opportunity to do so.
And don't accept the $93 refund. Your time cost and their bad press is worth more than that.
I mean I'm sure he has an automated forward system. He would get many thousands of emails every day.
You will NEVER get a single collated response from Amazon. Their customer service department are so segregated due to their sheer size that it would be nearly impossible to manage.
I wish you luck. The Facebook customer service team are your best hope.
Don't need to go to ACCC, write to Current Affairs, they will definitely feature your story…then you will hear from Amazon very promptly.
agreed… the media will love this. it all sounds ridiculous.
They have the RIGHT to refuse a refund for change of mind unfortunately. However the restocking fee is a outrageous.
But the returns policy states he is entitled to a refund, and this would form part of the contract that Amazon have to adhere to.
Yeah, that is correct. I'm just stating consumer law in Australia (had they not provided a written policy).
credit card chargeback
Where are all the people who said amazon would save us all, hail jesus.
2 Millennia of hailing hasn't done much for humankind…
Hail Jesus, Hail Yahweh, Hail El Shaddai, Hail Amun/Amen…
A quick update:
- I just got an email from Amazon Australia which feel like an automatically generated one stating the refund of AUD93 is processed.
- there has been no follow-up call or email or explanation of what happened and apology yetShould I expect an apology and explanation? Are they going to clarify their refund policy? That’s really some customer service showcase, from the largest online retailer group in the world!
Also, the email stated that the refund is a “goodwill refund”. So everyone should beware of the refund policy as mine looks like an “exceptional handling”. If you don’t put effort like me, it seems they regard 50% restocking fee as normal handling.
goodwill refund
How nice of them!
Do you know if the return email address is a monitored inbox? I would be writing back asking how is it goodwill if your terms stipulate I was entitled to it?
It is from a “payment” account which I guess is not monitored. I guess there’s a possibility for them to update me later and who knows. If I were the one working as CS to respond to such situation, I would talk/write to the customer first before doing anything to avoid confusion. But they are the expert for confusing people.
The most ironic thing is their slogan in the email, see it for yourself
“Amazon.com.au
We're Building Earth's Most Customer”
So I have received the call from their “Leadership Team” but they were just telling me I got the full refund and they are still looking at the issues / feedbacks.
Honestly, I don’t feel the customer service level from Leadership Team is any better and they only “apologise” for me not having the best experience after I ask them whether they feel sorry for all my effort and encounters.As I missed their call at first, they left me a message of what they wanted to tell through email and here is the direct quote:
“We wish to advise that we have refunded you the cost of the re-stocking fee you have incurred. You should expect to see your refund appear in the allocated bank account within 2-10 business days (depending on your bank). Please be aware that our re-stocking policy as stated on the website remains the same and we have forwarded on any of your feedback.”
I don’t think there will be any more update from them quickly. Now I get my full refund back (without them asking at first) so I believe there is no case to go further anymore.
However, I think they are still obliged to clarify the unclear refund policy. So for anyone of you who want to buy from Amazon Australia, you better wait until they have done so and then decide whether you feel it is “reasonable” (e.g. is it still a 50%).
OP, this is clearly an off-topic question but did your package get delivered on time?
Mine has been delayed an extra two weeks after placing an order in the beginning of this month.
I really feel like Amazon is only viable for the Americans… with their free and quick delivery.To be fair to them my Sonos arrived very quickly. Order placed day one, shipped next day and delivered day 3. Maybe because the item is sold by them and I live not far away from their Melbourne warehouse.
But seems you are not alone if you go to their Facebook page, quite a number of people complaining also.
I've ordered two things from amazon so far… switch game that was ordered on a monday at 3pm and came in the next morning (via auspost too I was in shock auspost have been extra poor at our office since xmas).
The other was a stand that i didnt realise was being drop shipped from china so took a few weeks over xmas to arrive.
Keeping their returns policy unclear seems to be their policy. Amazon support name checks out.
To clarify matters could Amazon AU tell us, if we return a Sonos speaker sold by Amazon AU upopened within 30 days, is there a restocking fee??
Amazon.com.au clarifies matters:
As requested earlier connect with our support team and we'll help you with all the required information.
Hyder | Amazon Customer Service
Then there is this answer:
an unopened change of mind order, returned within 30 days of purchase is subject to a partial refund. We are aware it's not clearly stated in the Returns Policy, however, we are working on having it reviewed.
Noah | Amazon Customer Service.
Basically it seems that the returns policy that is advertised on the Amazon AU site is incorrect and should be changed.
https://www.facebook.com/pg/AmazonAustralia/community/?ref=p…
screw amazon australia, never using them.
Amazon has strong frugality policy.
That is ridiculous. I'd complain… To someone
Good luck