Amazon Customer Service Lied to Me and I stand to lose over $1k - Anything I Can Do?

dontgooffline on 14/06/2024 - 01:02
Last edited 14/06/2024 - 18:38

Between Oct-23 and Mar-24, I ordered 6 Philips Hue Surimu LED lights (5 from Amazon.de and 1 from Amazon.uk). I could not find these in Australia and wanted these lights (edit: sentence added subsequently).

Being a Prime customer, I had previously got free shipping on multiple Amazon global store orders (UK, Japan, Germany etc) and so, prior to placing these 6 orders, I checked with Amazon customer service whether I would get shipping waived or refunded if I proceeded with the orders

Both Amazon UK and Amazon.de customer service confirmed to me in writing that I would get these shipping charges refunded for all 6 lights / items. I have these emails / chat transcripts.

After receiving the lights and installing them last month, I contacted both Amazon.de and Amazon.co.uk customer service to get my shipping charges refunded. To my horror, they blatantly refused, telling me that I was given wrong information by Amazon customer service about shipping refunds.

When I protested, they wouldn't let me speak to their supervisors / escalate this. They abruptly end conversations.

I am at a dead end. We are talking about 620 EUR + GBP85 in shipping charges so this is a significant sum of money that I stand to lose because Amazon are going back on their promises, that too after providing them in writing.

Anything I can do?

=============
Subsequent adding transcripts - since a lot of you are asking in the comments
Transcript from Amazon.de customer service … which they voluntarily emailed to me!

11:05:29 PM
Please share your concern to me.
11:05:42 PM
RESTRICTED:CUSTOMER_NAME
I have ordered 5 of these lights. Can you please confirm they are new (not used) and I will get a refund of all the shipping / postage /packing charges since Amazon Germany is on the Amazon Global Store for a Prime member like me based in Australia.
11:06:02 PM
I asked a customer service associate on chat about 5 mins ago but I was inactive and I think she ended the chat
11:06:41 PM
Himanshi
I sincerely apologize from the behalf of previous agent.
11:07:05 PM
Just to confirm that you are referring to this item?
11:07:21 PM
2 of Philips Hue White & Color Ambiance Surimu Panel weiß 60x60cm 3350lm, bis zu 16 Mio. Farben, dimmbar, steuerbar via App,kompatibel mit Amazon Alexa (Echo, Echo Dot)
11:07:26 PM
RESTRICTED:CUSTOMER_NAME
Yes actually there are 5 of the same item split across 3 orders
11:07:39 PM
My question applies to all 5 items
11:08:18 PM
Himanshi
I would like to inform you that Please do not worry about it, As we are sending the new items to you, Or In case id you find any issues withyour items, then you are feel free to contact us, We will be very happy to helping you with an appropriate action.
11:10:11 PM
If you return the article and you pay the shipping fees while returning the article, then we will refund the return shipping charges.
11:11:02 PM
I hope that I was able to help you with your issue.
11:11:19 PM
RESTRICTED:CUSTOMER_NAME
Thanks. I am not talking about a return (but I understand). I am talking about refund of the shipping fees in normal course.
11:11:57 PM
Himanshi
Yes, once you received the article, then you are feel free to contact us for the normal shipping charges, We will be very happy to helpingyou with the full refund.
11:13:55 PM
I will also send you the confirmation email of our Discussion.
11:15:12 PM
RESTRICTED:CUSTOMER_NAME
great please do
thanks
11:15:32 PM
Himanshi
Sure, Please allow me a moment.
11:15:57 PM
Thanks for waiting.
11:18:03 PM
RESTRICTED:CUSTOMER_NAME
Received the email thanks very much
11:18:36 PM
Himanshi
Apart from this, is there anything else that I may assist you with today?
11:19:22 PM
RESTRICTED:CUSTOMER_NAME
None thanks very much

===============

Transcript from Amazon.co.uk customer service

00:12
Search Amazon.co.uk
Ruqayyah has joined and will be ready to chat in just a minute.
Hi there
is this product new or used?
12:01 AM
Ruqayyah I Customer Service
Hello, my name is Ruqayyah from Amazon logistics.
Let me check that for you
12:01 AM
Hi Ruqayyah
Ruqayyah I Customer Service
Have you received the item?
12:02 AM
No
Ruqayyah I Customer Service
This will be a new product
12:03 AM
Ruqayyah I Customer Service
Amazon will not send used one.
Ok thanks
12:03 AM
Is there anything else I can help you with?
12:03 AM
just can you also confirm that I can get a refund of the shipping fee since this is a global marketplace item?
12:04 AM
Ruqayyah I Customer Service
Yes, you should get that according to the policy after 180 days
12:05 AM
Ok thanks
Ruqayyah I Customer Service
You're welcome

=========================

Subsequent edit: now adding a third transcript I just dug up where Amazon tells me they'll waive shipping

=========================

syeed | Customer Service
Thanks for giving the order id.

As i have cross checked again, there is no voucher applied on this item.

This is the charges details.
Philips Hue White & Color Ambiance Surimu Panel weiß 60x60cm 3350lm, bis zu 16 Mio. Farben, dimmbar, steuerbar via App, kompatibel mit Amazon Alexa (Echo, Echo Dot)
€210.66
Shipping & handling
€118.50

Subtotal
€311.77
Tax
€31.18

Total
€342.95
S9:08 PM
That’s strange I could definitely see a 15% voucher
You able to check the item’s history?
9:11 PM
syeed | Customer Service
Yes, i can check that the voucher is not mentioned in price.

However could you please tell me what is the concern in it now.
Do you want to order a 1 more item?
And want to get 15% off on that.
S9:13 PM
If that is possible that would be great Syed
I’ll buy 2 more
9:13 PM
syeed | Customer Service
I will help you in this way, as you have to pay high shipping charges on items.
I will help you with shipping refund on the item.
When the item gets delivered to you, we will refund you the shipping cost on the item and that will be more than 15% discount.
Would that be fine for you?
S9:15 PM
I am already aware the shipping is fully refundable
sincw this is Amazon global marketplace
9:17 PM
syeed | Customer Service
I am really sorry but the shipping refund is not refundable.
we manually do it in some cases of exception if there is some issue in item.
S9:19 PM
ok let’s just agree here that the shipping is fully refundable I may buy one or two of them without the additional 15% discount
9:20 PM
syeed | Customer Service
As the 15% discount is not mentioned that is why i cannot offer you that but as an token of love from us, i can help you with shipping refund on the item, when it gets delivered to you.
And technically that will be more than 15% discount.
S9:22 PM
Ok thanks 👍🏼
9:22 PM
syeed | Customer Service
You are most welcome.

When the item gets delivered to you, we will refund you the full shipping cost on the item automatically.
I hope i was able to help you.
Is there anything else i can help you with?
S9:23 PM
No thanks
9:24 PM
syeed | Customer Service
You are most welcome.
It was pleasure talking to you.
Thank you for contacting Amazon, Wishing you a good day.
S9:24 PM
syeed has left. Thank you for contacting Amazon.

General Discussion

Related Stores

Amazon AU
Amazon AU
Marketplace

Comments

  • payless69 on 14/06/2024 - 01:20
    +19

    Grabs popcorn,
    If jv claims that One Pass is crap then please rate your customer experience from: Wish, Ebay, Ali, Temu,
    Remenber when Ian said to Gerry: You can't make any money being honest!

  • jv on 14/06/2024 - 01:27
    +15

    One Pass is crap

    • payless69 on 14/06/2024 - 09:14
      -1

      You get 1 year change of mind protection!
      Buy a packet of condoms from any participating merchant, use them 364 times and return them for credit change of mind protection.
      Keep the 5x flybuy points.

      • hamza23 on 14/06/2024 - 09:50
        +4

        That's not how it works at all.

        you have 365 days from the date of your purchase to return your unused items

        You can return an item for change of mind if…
        It isn’t used or dirty
        It has its original packaging and tags

        • ihbh on 14/06/2024 - 11:26
          +17

          He's an Ozbargainer, so he "uses" them by leaving them in the cupboard while he searches for deals.

          • Chandler on 17/06/2024 - 12:47
            +1

            @ihbh: Ansel OzBargain. The ultimate in Price Protection.

    • RTX9090Ti on 14/06/2024 - 18:46

      Call Jeff.

      • jv on 14/06/2024 - 18:50
        +9

        He's asleep.

        • Poor Ass on 14/06/2024 - 22:27

          ahahahahaahaha

    • congo on 15/06/2024 - 20:54

      Why? I used One Pass several times, no issues.

    • donman92 on 17/06/2024 - 11:47
      +1

      They should change the name to I'll Pass

  • AngoraFish on 14/06/2024 - 02:32
    +2

    I feel bad for you.

  • ssfps on 14/06/2024 - 03:32
    +28

    If you don't mind burning your amazon account, you could try a partial chargeback with your bank, providing the transcripts as written evidence, and letting the bank chase them up.

    Personally I never trust any cashback/rebate - possession is 9/10ths etc - if you get it, great, but wouldn't buy anything relying on it.

    Sucks to learn that lesson for $1k, iirc i learned it for ~$50.

    • HardQuiz on 14/06/2024 - 07:33
      +4

      Personally I never trust any cashback/rebate - possession is 9/10ths etc - if you get it, great, but wouldn't buy anything relying on it.

      This.

    • paulojr on 16/06/2024 - 16:31
      +5

      Yep this is the best option, chargeback via bank.

      I had similar issues a bit more clear cut actually in that I had multiple points of evidence which they forcefully ignored, also please for the rest of us do lodge an ACCC case, if enough people do this eventually Amazon will be properly fined and may be directed more forcefully to comply with the law, but beyond that not much else you can do as they are a faceless company.

      Oh.. one additional CRITICAL point.. if you have credit cards associated with your account cancel/reissue them before you do this. Amazon will likely attempt to recover the funds by using any cards associated with the account after the charge back and in breach of the PCI DSS laws they maintain both a "scheme" token lock on cards and retain old card data after you delete it from the account.

      I had Amazon hit 2 credit cards both removed from the account previously when I had a similar issue after the chargeback, one bounced due to the wrong card number (NAB) and the other got through (citibank) so had to issue a second charge back request with citibank. (due to the scheme token they got through with the old card number.)
      They kept hitting the citibank card until eventually citibank put a permanent block on Amazon at their end for the account.

    • johninmelb on 15/07/2024 - 12:15

      "…possession is 9/10ths etc…" is just an expression, not a legal concept I would care to test in any court.

      • ssfps on 16/07/2024 - 00:50

        I think the expression captures the idea that most small-time disputes aren't going to be heard by a court, especially against a large business like amazon. If you have infinite time and money then yes it's probably a meaningless aphorism.

  • djc on 14/06/2024 - 04:21
    +10

    First of all, that sucks! I feel you.

    If you've attempted to solve the problem with Amazon directly and they're refusing to rectify, then your next step would be a formal complaint through a state/territory consumer protection agency, or the ACCC. Go to https://www.accc.gov.au/consumers/problem-with-a-product-or-… to determine where to start.

    Before you start the application, it's far easier and less stressful to allow Amazon to have one last chance to rectify the problem and let them know you're going to lodge a complaint to the ACCC. In my experience, most companies take that comment very seriously but given this is Amazon, their staff may not be aware of ACCC or even care.

    If you find yourself a bit stressed in the situation, just remember, you did the right thing, you have evidence, and they're in the wrong. The support staff that advised you that 'you will get a refund' is a representative of the company and provided you inaccurate advice. Good luck!

    • djc on 14/06/2024 - 04:27
      +3

      Don't let this deter you …

      One tricky part to this issue though is you're dealing with Amazon UK, Amazon Germany, and not Amazon Australia. ACCC can't do much with Amazon's entities in other countries but sometimes they can through the local organisation (Amazon Australia in this case).

      Was it an International delivery through amazon.com.au, or did you go to amazon.de and amazon.co.uk directly?

    • apsilon on 14/06/2024 - 06:15
      +11

      ACCC and fair trading won't care in the slightest or be able to do anything about the behaviour of Amazon Germany and UK.

    • JimmyF on 14/06/2024 - 08:48
      +1

      Unless the OP ordered from the AU Amazon store, ACCC and fair trading won't give a crap and clearly state they don't deal with companies not Australian based.

    • dontgooffline on 14/06/2024 - 11:08
      +1

      Thank you for this, but like others have said, ACCC is likely a waste of time because these were bought off Amazon.de and Amazon.co.uk

    • saliya on 14/06/2024 - 11:13
      -4

      replies here stating ACCC won't deal with non-Australian entities are incorrect.

      ACCC famously slapped Valve down in 2017 ( https://www.accc.gov.au/media-release/valve-to-pay-3-million… ) despite Valve claiming that because they weren't Australian ACL didn't apply to them.

      “These proceedings, and the significant penalties imposed, should send a strong message to all online traders operating overseas that they must comply with the Australian Consumer Law when they sell to Australian consumers,” ACCC Acting Chair Dr Michael Schaper said.

      However, it is unlikely that the ACCC will get involved here. They explicitly say "We can't: provide dispute resolution services between consumers and businesses" ( https://www.accc.gov.au/about-us/accc-role-and-structure/ser… ).

      If Amazon routinely told all customers thing A, but then thing B routinely happened, that might fall under the 'deceptive/misleading' ACL provisions and the ACCC might get involved. But for a single person with a couple of transactions in dispute? Likely not.

      • apsilon on 14/06/2024 - 19:36

        They can only deal with entities trading here. In the case of Valve that's essentially what they were/are doing. Amazon runs each country as a separate legal entity. At least that's my very basic understanding of it, I'm sure my solicitor could explain it in more detail.

        Amazon Germany and Amazon UK may ship to here but they do not conduct any business here hence the ACCC is powerless (not that the ACCC handle individual complaints anyway) to force them to do anything.

        • saliya on 22/06/2024 - 23:05
          -2

          No.

          It doesn't matter whether the seller is a legally-different entity to a similarly-named Australian entity, and/or whether a particular brand operates different legal entities in different countries.

          What matters is whether a commercial product is sold directly to an Australian consumer.

          Broadly speaking: if foreign traders sell directly to Australian consumers ACL applies to the transaction (your solicitor can probably explain it to you in more detail).

          The Valve case applied ACL to a company based in the United States.

          ( https://www.accc.gov.au/media-release/full-federal-court-con… )

  • vu on 14/06/2024 - 05:19
    +45

    Prime memberships are country specific, so the benefits you have on your Amazon AU account are only valid on Amazon.com.au.

    Amazon Global Store products are international products sold on Amazon.com.au, not products purchased from Amazon.co.uk or Amazon.de, so it would make sense why you got free shipping on your previous orders.

    If it's clear you mentioned that your Prime membership is from AU prior to purchasing, then it's a shame they provided incorrect information and you can continue to try and contact them for a resolution. But unfortunately in your situation from what you've mentioned, the latter customer service reps are correct.

    • dontgooffline on 14/06/2024 - 11:09

      Yes I was quite clear about my AU location and they can see all details of my account when chatting anyway. I've now posted the transcript on the original post.

      • vu on 14/06/2024 - 11:30
        +17

        You were clear about your location but not that you had Prime from Amazon.com.au - there's a difference.

        There's nothing stopping anyone from having Prime in a different country, my guess is they assumed you had Amazon.de Prime and living in Australia.

        Given Amazon.com.au and Amazon.de are different sites, there's also no guarantee they can see account details from another country. Much like how you can't see Amazon.com.au order details on Amazon.de.

        I hope you now know what Amazon Global Store actually means, because purchasing on another country's site is not it. Take this as a very expensive lesson learned.

        • dontgooffline on 14/06/2024 - 11:59
          +1

          Wow ok, thanks. Certainly didn't appreciate that nuance - I told them I'm a prime member based in Australia (my exact words in transcript). So you're saying they thought I'm an Amazon.de German prime member living in Australia?!

          That doesn't make sense to me because if I as an Amazon AU Prime member lived in Germany, Amazon AU will ship to Germany for free?

          Yes irrespective of what I think of their customer service folks, I now fully and truly know what AGS means!

          • vu on 14/06/2024 - 12:30
            +3

            @dontgooffline:

            So you're saying they thought I'm an Amazon.de German prime member living in Australia?!

            That's my assumption. There's legitimate reasons why one would have an overseas Prime account, for example buying for family or travelling overseas.

            That doesn't make sense to me because if I as an Amazon AU Prime member lived in Germany, Amazon AU will ship to Germany for free?

            No, the delivery benefits you get as a Prime member are for the country your Prime membership is based in, not where you live. That's why you wouldn't have had free delivery ordering from Amazon.de to Australia, but you would if you purchased Amazon DE products on Amazon.com.au.

            View the Amazon Prime Delivery Benefits here, it's quite clear. For your reference here's the benefits on Amazon.de.

          • vu on 14/06/2024 - 15:22
            +6

            @dontgooffline: I know this isn't what you bought but it illustrates the situation.

            Same light on Amazon.com.au and Amazon.co.uk:

            AU: https://www.amazon.com.au/dp/B0C61VH9PV
            UK: https://www.amazon.co.uk/dp/B0C61VH9PV

            On the AU site, it's shipped from Amazon Germany as part of the Amazon Global Store and with Prime you get free delivery. On the UK site, there's no mention of Prime and you need to pay for international delivery.

            Strangely that light on Amazon.de doesn't allow delivery to Australia and it's actually cheaper to buy it on the AU site and get it shipped from Germany, but again, just an example.

          • Lichen6420 on 17/06/2024 - 05:52

            @dontgooffline: Yeah you messed up and ordered from overseas Amazon sites which you don't retain any memberships with.

          • geshc on 18/06/2024 - 03:39

            @dontgooffline: Yes, the CS thinks you had a prime account with them. I have a US prime account so you can definitely have prime accounts and shop even if not in the respective country.

            And prime doesn't carry over between countries.

  • Pelicannn on 14/06/2024 - 06:51
    +2

    I’m confused is the shipping charge 620 + 85 euro or just 85 euro? Or was it 85 euro each time?

    • mapax on 14/06/2024 - 07:47
      +1

      5 from Amazon.de and 1 from Amazon.uk

      620 EUR + GBP85

      • Pelicannn on 14/06/2024 - 09:10
        +18

        Welp. The real OzB crime is the fact OP ordered the same item over 6 different orders.

        • Chandler on 17/06/2024 - 12:57

          If OP ordered them around the same time Amazon would be laughing too, since they're a logistics company and likely did some consolidation on the deliveries…

    • EightImmortals on 14/06/2024 - 08:10

      I think it was 85 EU (about $135 aud) for total shipping, probably OK for the size of the lights from what I can see.

      Can't see the op winning this one.

      • JimmyF on 14/06/2024 - 08:47
        • 620 EUR for the Amazon.de ones. Ouch.
        • EightImmortals on 14/06/2024 - 09:11
          +1

          Yeah it works out to $1003 aud, but on amazon au they are $1000…with free shipping, If I'm looking at the same model.

    • dontgooffline on 14/06/2024 - 11:10

      shipping charge alone is 620 eur + 85 gbp

      • sween64 on 15/06/2024 - 09:20
        +1

        :O

  • SBOB on 14/06/2024 - 07:26
    +27

    Being a Prime customer, I had previously got free shipping on multiple Amazon global store orders

    I don't see how, unless shopping via Amazon.com.au, in which case the shipping fee isn't 'refunded', it's shown as free with prime where applicable.

    How did you go from that, to requesting post order shipping refunds via non au Amazon orders, and why would Amazon au refund those ?

    • dontgooffline on 14/06/2024 - 11:12
      -8

      I wasn't sure of the shipping dynamic with global store, hence played it safe and chose to ask customer service. You can now see the transscripts in my original post above.

    • johninmelb on 15/07/2024 - 12:26

      I have an Amazon UK account which I use to buy Christmas gifts for friends in the UK. I sign up for Prime each time, buy the gifts and get them sent to my friends. Before the 30 day free period is up, I cancel the Prime membership.

      Also have a US account as my Kindle is registered to the US site as books are cheaper there. I have an Amazon US gift card which I top up occasionally when exchange rates are good to fund my US kindle book purchases.

      Anything else I want from the US, I check if the same item (usually books) is available via the AU site with international shipping from the US. I bought 2 very thick and heavy books a couple of years ago that would have cost a mint to ship. Got shipping free from the US with my AU Prime account. More than paid for a few years of my Prime subscription cost.

  • 7hil on 14/06/2024 - 07:53
    +56

    You’ve basically lost me from the first sentence. Amazon prime membership does not entitle you to free shipping from any other Amazon store except for Amazon Australia. Only if you buy international items via the Amazon Australia store can you then get free international shipping. I’ve often purchased items from other Amazon sites and I’ve always been charged shipping and never had an expectation that those items would be posted for free. Personally, I would never buy anything where I’m charged postage on some vague promise that I would be refunded the postage because if that is the case, then why are they charging you postage in the first place.

    • indium on 14/06/2024 - 08:32
      +20

      Especially when the shipping is AUD$1,165.

      • dontgooffline on 14/06/2024 - 11:12
        -8

        I wasn't sure of the shipping dynamic with global store, hence played it safe and chose to ask customer service. You can now see the transscripts in my original post above.

        • zoombie on 14/06/2024 - 11:37
          +24

          Your post said you previously got free shipping from global store. These free shipping are stated on the item without you needing to request a refund. Why would amazon automatically applied free shipping to some item and requires customer to request a refund in other items?

          Looking at the transcript, you can easily sense the customer service english isn't the greatest, they have trouble understanding you but you went ahead with the order anyway.

          The second guy say yes you could get that after 180 days. and your response is ok thanks. lol

          did you talk to a bunch of customer service agents and wait until you get the one that say you can get the refund?

        • indium on 14/06/2024 - 17:55
          +21

          Reading the transcripts the first one is clearly talking about the shipping cost for returning a product which you appear to have understood but then took his next vague answer and ran with it.

          The second conversation the person would have assumed you were talking about returns and also gave a vague answer but referenced a policy which you didn't ask about or check but was most likely a returns policy.

          In neither conversation did they clearly state you would receive a refund of the shipping to Australia. And in neither conversation was your question clear or you received a clear answer.

          • mboy on 14/06/2024 - 18:42
            +11

            @indium: Yep, agree with this. The replies you got were shoddy at best.

            On top of that OP, you mention in your post you reached out to customer service before ordering the items:

            prior to placing these orders, I checked with Amazon customer service whether I would get shipping waived or refunded if I proceeded with the orders

            But in your chat transcript with Amazon.de, you're referencing orders that have already been made:

            11:05:42 PM
            I have ordered 5 of these lights. Can you please confirm they are new (not used) and I will get a refund of all the shipping / postage /packing charges since Amazon Germany is on the Amazon Global Store for a Prime member like me based in Australia.

            So which is it? You asked them first, or you ordered first?

            • BillyG687 on 15/06/2024 - 20:37
              +3

              @mboy: Also, whenever the item being sold even by Amazon US, DE etc. it always states upfront that shipping is free as a Prime member. If it doesn't qualify for free shipping it clearly tells you the shipping cost.

              There's no way I'd be placing an order paying for shipping upfront and expecting a refund.

        • drfuzzy on 16/06/2024 - 18:25

          At most, you can ask for a pro-rata refund of Amazon prime and get some of your subscription cost back due to the misunderstanding of what Prime does. Those global shipping charges are your own.

  • 7ekn00 on 14/06/2024 - 07:57
    +28

    Good thing you saved $3 per item by not purchasing from the .AU store though !!

    I would never buy anything where I’m charged postage on some vague promise that I would be refunded the postage because if that is the case, then why are they charging you postage in the first place.

    +100

  • Meho2026 on 14/06/2024 - 08:11
    +2

    What was the exact wording of the question you asked about shipping refund?

    • foxmulder on 14/06/2024 - 10:16

      I'm curious too, perhaps the chat transcrip here.

      • dontgooffline on 14/06/2024 - 11:12

        Thanks, you can now see the transscripts in my original post above.

  • Jimothy Wongingtons on 14/06/2024 - 08:18

    looking at the wording , it dont look good op.

    ps which surimu light was it? the oyster or the panel light?

    • dontgooffline on 14/06/2024 - 11:13

      Panels

      • Jimothy Wongingtons on 14/06/2024 - 11:25

        What was the lead time? I assume some kind of air freight.

        Airfreight gone through the roof since Covid.

        Even a small-medium box is easily $100
        (Though I hardly get much in via air these days so my rate I get from fedex prob crap)

        • dontgooffline on 14/06/2024 - 12:03

          The 5 German ones came after 2 months. The UK one came after 5 months.

  • Mechz on 14/06/2024 - 08:32
    +19

    Next time just buy the ones that say Free Shipping.

    • MS Paint on 14/06/2024 - 09:10
      +17

      AU Amazon prime members love this one simple trick.

  • JimmyF on 14/06/2024 - 08:45
    +14

    Being a Prime customer, I had previously got free shipping on multiple Amazon global store orders (UK, Japan, Germany etc) and so, prior to placing these 6 orders, I checked with Amazon customer service whether I would get shipping waived or refunded if I proceeded with the orders

    Wait what!? Yeah that isn't how Amazon Prime 'free' shipping' works.

    If the product has free shipping it will say "Free international delivery" on the product, otherwise shipping charges apply. Not every product has free shipping with prime. Hence why they have filters for 'prime' products.

    I am at a dead end. We are talking about 620 EUR + GBP85 in shipping charges so this is a significant sum of money that I stand to lose because Amazon are going back on their promises, that too after providing them in writing.

    Its crap, but you got bad advice and honestly as a prime user who used free shipping before, should have been aware this isn't how it works.

    • foxmulder on 14/06/2024 - 10:25

      Products sold internationally can be from Amazon itself or from third party sellers. When shipping is free internationally, it usually means the product is sold by Amazon itself or third party seller via their FBA program. If it's not free, it means item sold by third party sellers who ships the item directly. Shipping can be very high as there is no shipping discount set.

      • JimmyF on 14/06/2024 - 10:29
        +1

        Thanks… As I said, that isn't how Amazon Prime 'free' shipping' works, If the product has free shipping it will say "Free international delivery" on the product. No more needed to be said. We all know shipping is costly.

        • dontgooffline on 14/06/2024 - 11:14
          -7

          I wasn't sure of the shipping dynamic with global store, hence played it safe and chose to ask customer service. You can now see the transscripts in my original post above.

          • JimmyF on 14/06/2024 - 13:03
            +6

            @dontgooffline:

            You can now see the transscripts in my original post above.

            Thanks for that.

            After reviewing both transcripts, both agents had been talking about return shipping, one very clearly said this. Your question wasn't as clear as you think it was asking about a shipping refund, as others have pointed out. That isn't a thing on purchasing. If you honestly think about it, why would Amazon make you pay for shipping and then refund you the shipping? Just give you free shipping up front. No other store does it, and that is what Amazon Prime is about, 'free shipping'.

            Both agents did say you will receive a refund on shipping, one said within 180 days, aka the return window to ship them back.

            This is one of those life lessons sadly. If you are within your 180 day return window, then send them back for a full refund, including the shipping you paid.

            You might even get lucky and Amazon tells you to keep the items.

            • dontgooffline on 14/06/2024 - 18:41
              -7

              @JimmyF: added another transcript for your forensic analysis

              • SBOB on 14/06/2024 - 18:47
                +7

                @dontgooffline: 9:15 PM
                I am already aware the shipping is fully refundable
                sincw this is Amazon global marketplace

                No idea where you got this incorrect idea and then double downed on it being a 'fact'. What Amazon FAQ did you come up with shipping via other Amazon countries sites resulted in refundable shipping?

          • SBOB on 14/06/2024 - 18:58
            +1

            @dontgooffline:

            I wasn't sure of the shipping dynamic with global store

            If you say so.

            9:15 PM
            I am already aware the shipping is fully refundable
            sincw this is Amazon global marketplace

            • dontgooffline on 14/06/2024 - 19:09
              -7

              @SBOB: Your gotchas achieve nothing. Anyway I said what you italicized above because the previous customer service agent (in transcript #1) had agreed and confirmed with my (wrong) assumption re refundable shipping from Global marketplace.

              • JimmyF on 14/06/2024 - 21:01
                +2

                @dontgooffline:

                the previous customer service agent (in transcript #1) had agreed and confirmed with my (wrong) assumption re refundable shipping from Global marketplace.

                Yes, they confirmed the shipping is refundable, if you have to return the items. Both the shipping to you, and the shipping back.

  • rhimes on 14/06/2024 - 08:54

    Aren't you only losing approx $160 bucks for the shipping? You've received the lights (620 EUR), but aren't getting refunded $85GBP? How do you stand to lose $1k?

    Free prime shipping only works from the AU store. If chat logs show you get free shipping from those other sites, did you actually mention Australia? (eg. you get free shipping from .de to Germany and from .uk within the UK, but from neither to AU).

    • Jimothy Wongingtons on 14/06/2024 - 09:03
      +1

      i read it as

      5 from Amazon.de and 1 from Amazon.uk

      620 EUR + GBP85 (2 lots of shipping from 2 places)

      although..the 620 eur is already like $1000… my head hurts.

  • DingoBilly on 14/06/2024 - 09:08
    +1

    If you were told by staff it would be refunded and have records I'd just stand by that and push hard on that. Seems pretty straight-forward and even if it was wrong I think it's completely reasonable to hold them to it and refuse to pay.

    That being said, how the hell are the shipping costs that expensive, and why would you take such a massive gamble on the costs instead of just buying locally? Seems insane - one of those "I'm only half-telling the truth" type things.

    • dontgooffline on 14/06/2024 - 11:52
      -1

      Thanks. Fyi, these lights aren't available in Au otherwise would have bought locally.

  • payless69 on 14/06/2024 - 09:17
    +6

    OP ticked box that he had read and understood the 700 pages of fine print and agrees to all terms.
    Next order a bottle of original Perrier Mineral water in a glass bottle from Amazon Italy.

  • shaybisc on 14/06/2024 - 09:20
    +13

    I am not familiar with the concept of paying the huge delivery fee for an Amazon purchase then getting it refunded at some later date. That arrangement would make me very nervous.

  • Davo1111 on 14/06/2024 - 09:21
    +17

    You have to buy through amazon.com.au to get free shipping. You knew this and tried something slick by contacting customer service.

    Honestly I don't blame Amazon for pushing back. However, good luck taking Amazon.de to court

  • burningrage on 14/06/2024 - 09:56

    I actually didn't know such lighting exists. Learned something new.

    Re Amazon. Yeah, free shipping only from Amazon.Com.Au or anything that says "Free International Delivery". Doesn't matter what the officer says that's the rules.

    Having said that, you got that in writing so I would pursue it further.

  • MS Paint on 14/06/2024 - 09:56
    +3

    Today OP learnt that 'achtung niet' doesn't mean 'yes of course' in English.

  • pharkurnell on 14/06/2024 - 10:18
    +1

    The first question I have is WTF is a Philips Hue Surimu LED light

    And how big are 5 of them to be charged 600euro shipping? Are they the size of the MCG lights?

    Doesnt seem such a bargain anymore does it?

    • MS Paint on 14/06/2024 - 10:44
      +1

      The shipping box at a minimum would be 1500x400x400mm and weigh close to 30kg.

  • PissLUR on 14/06/2024 - 10:57
    +3

    Bear the cost and enjoy the lights.

  • shaybisc on 14/06/2024 - 11:13
    +5

    Remember the good old days when Amazon Germany would ship heavy stuff posted on Ozbargain to Australia free? That must have given their accountants a stroke. Lawnmowers were the heaviest, bulkiest thing I can remember. Anything larger than that?

    • MS Paint on 14/06/2024 - 11:26

      About 13 years ago I got a limited edition coffee table book after a pricing error and free shipping from Amazon.de (thanks booko 😋). The box was huge and heavy as all ßück. I paid about $120 delivered (the price of the non limited version). I'm guessing they lost about $1.5k.

      Edit: it was nearly 14 years ago

      • pharkurnell on 14/06/2024 - 11:33

        I think your link to the book has a pricing error now…. :o

        • MS Paint on 14/06/2024 - 11:38

          The last one I saw for sale was in the Netherlands and sold for around AUD $3K a few years back.

    • Davo1111 on 14/06/2024 - 15:22

      Tbf they still do. They just don't ship 1.3m planks of glass internationally for free

    • LiQiD on 16/06/2024 - 16:38
      +1

      I got the 47" LG 3D TV…was a few hundred bucks back in 2011/2012 IIRC…still using it now!!!

      found the deal…

      https://www.ozbargain.com.au/node/72870

    • fatpizza on 17/06/2024 - 17:58

      I bought a Denon AV receiver from Amazon Germany during those times. It was insane how much cheaper it was to buy one from overseas.

  • JimB on 14/06/2024 - 11:33
    +5

    If getting 620 EUR postage refunded seems too to be true for a $9.99 monthly membership, then it usually is.

    Sorry OP, I think you will have to suck it up. I'm on Jeff's side in this case.

    • dontgooffline on 14/06/2024 - 11:50
      -7

      The $9.99 per month is a distraction here. The shipping was ~$1k but the items were over $4k and Amazon's margins on these things (especially international premium products) is often > 50-60%. Thanks for your feedback anyway.

      • JimB on 14/06/2024 - 11:58
        +8

        If shipping was free, then they would have shown as free. It seems odd to have the supplier refund the shipping they charge in the first place.

        If it was advertised with free shipping, then it's reasonable to ask for the shipping on returns to be reimbursed.

        I think take it as a lesson.

        If you paid $4k for it from overseas, then it may be $5k or $6k here, so it's not like you paid $1k more than the local price.

        What would be the cost be if you purchased it locally?

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