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

        • dontgooffline on 14/06/2024 - 12:01
          -1

          Ok. And to answer your q, it wasn't available locally on Amazon AU or anywhere else. I wasn't trying to save $$ here. I just wanted those lights.

  • ihbh on 14/06/2024 - 11:36
    +11

    Amazon Customer Service Lied to Me

    I think you were lying to yourself accepting a confused reply over refunding return shipping cost and hoping for a miracle that you'll get it. Miracles don't happen with $1k shipping costs in my experience.

      • ihbh on 14/06/2024 - 11:53
        +10

        Amazon is not the manufacturer; they just clip the ticket and fulfill.

        Irrespective of what margins they make, that's not a reason to assume free shipping when there is a charge.

      • Davo1111 on 14/06/2024 - 13:54
        +8

        Amazons profit or the local markup is irrelevant.

        You bought 6 items internationally that are 1.2m long. Tried to weasel free shipping.

        Anyone here would have told you it wasn't going to work, but you tried it on and lost

        • Randolph Duke on 15/06/2024 - 20:17
          +4

          The lame justifications by OP are hilarious.

          “Well maybe shipping wasn’t free and I’ve (deliberately) misunderstood the rep, but what about their margins!”

          • Davo1111 on 15/06/2024 - 21:57
            +2

            @Randolph Duke: Lol yeah

            "If you return the lights, we will refund the shipping"

            Case closed. /S

  • MS Paint on 14/06/2024 - 12:09
    +6

    After reading the transcript I'm certain there was a break down in communication and poor concept of English on Amazon's side. The quick change in operator due to a drop out definitely didn't help either.

    To me it would appear that your reference to a shipping refund only relates if you need to submit a return due to faulty items.

    refund of the shipping fees in normal course.

    I have no idea what Google translate would make of this but I suspect this is your fatal phrase.

    • dontgooffline on 14/06/2024 - 12:33
      -3

      thanks, you're probably right. I thought this was quite clear because of the italicized parts below both from Amazon's and my words.

      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

      • MS Paint on 14/06/2024 - 12:38
        +6

        At a guess, English is not the mother tongue of the Amazon operators.

        Yes, you should get that according to the policy after 180 days

        Also, the only reference to 180 days I can find on Amazon T&C relates to returns and purchase refunds.

        • gromit on 14/06/2024 - 21:54
          +8

          yep, pretty sure what he is talking about there is you get the shipping fee back if you are returning the faulty goods. i.e. shipping fee from both directions. OP made very poorly worded questions to foreign language speakers. They didn't lie to him, just neither side was 100% clear on what was happening.

    • Kail on 15/06/2024 - 23:00
      +3

      This is what Google translate makes of it:

      English

      I am talking about refund of the shipping fees in normal course.

      Translated to German

      Im Normalfall spreche ich von einer Rückerstattung der Versandkosten.

      Translated back to English

      Normally I am talking about a refund of shipping costs.

      • cheapaschips on 16/06/2024 - 09:49
        +2

        Good work, i tried it also and its exactly this

        Also OP was trying to swindle some free money, got caught wanting.

    • drfuzzy on 16/06/2024 - 18:31

      I have no idea why OP would use a phrase like "normal course" in a live chat.
      He is probably connecting with workers in the Philippines.
      I am sure I could live chat Tesla and get confirmation in writing that my Model 3 is fully autonomous and I can control it remotely "in normal course"
      I don't think I'd end up with a huge refund as a result of that misunderstaning.

  • kyle on 14/06/2024 - 12:46
    +14

    I'm just totally lost. Why would you ask customer service if there's free shipping. If you're a Prime member and logged into your AU account, all the items shipping from other Amazon locations would show prime free shipping for eligible items. If the item is not eligible, it will show the shipping charge.

    • Davo1111 on 14/06/2024 - 13:49
      +21

      Because op was being a cheapskate and tried to flex the rules

  • foxmulder on 14/06/2024 - 13:28
    -6

    Contact the seller(s) of the product. Admit you're expecting shipping somewhat subsidized - but it ends up a misunderstanding and you paid for everything. Ask them to review the actual shipping cost against what was paid in shipping, ask them nicely if you can get the difference in cost refunded.

  • sumyungguy on 14/06/2024 - 16:40
    +2

    Try again in the US store with ET2 E35004-MW Icorona Friends of Hue LED Pendant which US$473.93 shipping & import fees. Ask if they'll waive this because you're an Amazon.com.au Prime member. If they agree you then have proof of concept.

  • belongsinforums on 14/06/2024 - 18:52
    +1

    Eh this one is on you for not reading the terms, regardless of what the rep said

  • djsweet on 14/06/2024 - 19:33
    +11

    Why would you expect free shipping from Amazon Germany and Uk? Makes no sense. If it’s not listed as free, it’s not free. Pretty obvious the agents were either confused about what you were talking about or confused what they were talking about. Regardless it is so painfully obvious it isn’t free why would you even be trying to ask them for a refund.

  • tony09 on 14/06/2024 - 20:03
    +4

    Free shipping from Amazon Germany and Amazon UK to AUS if you use amazon.com.au
    If you use amazon.de or amazon.co.uk then no free shipping.

    Here is an example
    https://www.amazon.com.au/gp/product/B0CNKT2D1G/ref=ox_sc_sa…

    • Ebaygiftcards on 14/06/2024 - 21:04
      -1

      I agree with this comment

    • this is us on 15/06/2024 - 22:44

      That is also my understanding.

  • dvsbastard on 14/06/2024 - 21:13
    +6

    Asking about a "shipping refund" in relation to free shipping is confusing enough for a native English speaker so not surprised that the reps were interpreting it as a product return (which is the usual use of a refund).

    • MorriJ on 17/06/2024 - 10:30
      +3

      For me it's the eloquent usage of the phrase "in normal course" that ensured that the conversation is clearly talking about getting a refund on costs the seller is charging for shipping. The usage of the phrase "in normal course" ensured there could be no confusion between the OP and the amazon agent.

      In the normal course of business, a buyer buys something; waits for it to be delivered and then asks for a refund of the shipping costs. It happens every time someone buys something on the internet. Everyone knows that. It's simply the normal course of buying a product online. You wait until it is shipped and then ask for a refund of the shipping costs.

  • TEER3X on 14/06/2024 - 21:27
    +12

    No idea where the op came up with this concept of having shipping refunded. Why would you need to pay it in the first place? Makes zero sense.

    Almost sounds like you're trying to scam Amazon, and as much as I dislike them, I don't think you should be getting a refund on shipping charges.

    Best of luck though.

  • Banj0 on 14/06/2024 - 21:29
    +12

    That conversation was as confusing AF. I don't know how you walked away from that with any confidence that the service rep had understood you.

    • Save 50 Cent on 15/06/2024 - 22:21
      +6

      He didn’t.. he was just happy he got something vague in writing and thought amazon would just easily cave in like they usually do with annoying customers. This time it is a lot of money so the customer service is different!

  • DiscoJango on 14/06/2024 - 22:11
    +1

    Amazon customer support are minimum wage minimum english minimum outcome people.

  • tako on 15/06/2024 - 00:30
    +9

    I always enjoy a story about someone trying to be clever and it backfires.

  • Skinnerr on 15/06/2024 - 05:18

    Zavvi UK ripped me off $100 bucks on 3 ps3 games about 12~ years ago, which they never sent. No tracking number no nothing. And after taking the time to sign and send them the stat dec they asked for, they never responded to any of my emails again. Sadly I had no idea at the time of what chargeback was and to use it. Boycotted them ever since. Thanks for reading my blog.

    • ihbh on 15/06/2024 - 08:09

      In contrast, I bought 5 advertised woolen jumpers of different colours from them at a great price and when it came, they were all made of bamboo. They refunded the purchase.

      • ilove on 15/06/2024 - 09:00

        bammboo is good though

    • umoddbro on 15/06/2024 - 21:44
      +1

      Oh man zavvi was so good in its heyday, I think I bought over a hundred blurays from them, also ozgameshop was another good site back in the day.

      • Skinnerr on 16/06/2024 - 02:48

        Ozgameshop was legit. Fvck Zavvi though. Liars.

  • daft009 on 15/06/2024 - 12:17

    not helpful but could you please link to these Hue lights?

    I'm off the Europe next week, maybe I'll bring a couple back with me for my place

    • sumyungguy on 15/06/2024 - 12:28
      +1

      Philips Hue White & Color Ambiance Surimu Panel: 120x30 rectangle, 30x30 square, 40x40 square, 40 round

    • gromit on 15/06/2024 - 16:04

      Bringing them back on a flight would almost certainly incur a HUGE excess luggage fee.

      • daft009 on 15/06/2024 - 16:27

        Why? I have 40kg allowance and will be lucky to have 10kg

        • gromit on 15/06/2024 - 17:52

          these are not small items, they will be well outside the allowable dimensions as regular luggage.

        • Davo1111 on 15/06/2024 - 21:59

          The item is like 1.2m long. so I suspect the box is bigger.

  • AuQld on 15/06/2024 - 12:51
    +1

    You need an Amazon prime UK account and German account which is separate to Amazon Au account.

    Au account is useless in UK, when I was there I just opened up a free one month account with the same email address as the au account.

    They are separate entities, so you do not have free prime shipping from the au account on these platforms.

    Chat made a mistake, chat does not override their shipping policies. Employee said the car was free, management said it was not sorry you cannot take it.

    What would you do in that circumstance, take them to court over a dumb employee.

  • Temerarious on 15/06/2024 - 16:13
    +4

    I've bought internationally on Amazon before and it very clearly states which items offer free shipping with Prime and which require an international delivery fee. Prime does not refund you the shipping fee it merely makes shipping free. Therefore if you purchased an item with shipping charges and then expected to get a refund this is not accurate at all to the terms and conditions of Prime.

    I'm pretty sure you knew what you were doing but you're trying to get out of the shipping charges. Lesson learnt i suppose

  • bigbadboogieman on 15/06/2024 - 18:15

    The only lesson here is that if anyone says pay now we will refund later tell them to waive now or duck off.

  • kungfuman on 15/06/2024 - 19:24

    amazon has no customer rights overseas so you won't get a refund.

  • congo on 15/06/2024 - 20:59

    Every Rep is different.
    Never assume what a Rep say will be guarantee. What they say is not a legal binding document.
    They may say that they will refund your return postage costs to the US, but when it comes to actually doing it, they don't have to "legally", and most likely won't.
    It has happened to me in the past.
    You have to take/find the discount or free postage upfront rather than afterwards…

  • bmerigan on 15/06/2024 - 21:20
    +1

    Your mistake. I don't know how you could possibly think that they'd refund postage from overseas.
    The whole customer service thing was probably based in confusion.

  • ribze1 on 15/06/2024 - 21:21
    +6

    You bought 6 x $1600 lights, i think you're ok to cover the shipping.

  • umoddbro on 15/06/2024 - 21:38

    It's only free from Amazon Australia, if shipping was free from every Amazon site then we would be overloaded with Amazon deals everyday…. When you factor in S&H charges it suddenly doesn't look so good anymore.

  • cloudy on 15/06/2024 - 22:17
    -8

    I think from chat its pretty clear they have agreed to refund shipping, and now reneging on it. I'd push on for a resolution.

    It's reasonable that you acted based on what their agents said so if they're not happy they should train their staff better, or at best ask for the items back and fully refund you.

  • this is us on 15/06/2024 - 22:47
    +2

    I never heard about or expected a refund of shipping fees, particularly if it's not even Amazon but a third party.

    I believe OPs chat question was not clear enough (Premium in AU? item available on Amazon AU?) and it's honestly difficult for me to understand how OP expects to pay a huge amount of money in shipping and then have it back. If it's free, you don't pay.

    I feel that you misunderstood the T&C and forced the answer with your closed question. The evidence that that's the case is that the other person didn't even understand what you were talking about and initially answered with information about return shipping. Then you "clarified", but still failed to add the relevant details to your question.

  • Eeples on 16/06/2024 - 00:34

    OP, can now return them, get money back, then claim the return postage back?

    • Sasuk3 on 16/06/2024 - 22:51
      +1

      But still losing the original postage

  • H3R34TH4C0MM3NTS on 16/06/2024 - 02:42
    +5

    Another entitled customer, I'm glad support told you to GTFO. Unless the order showed no delivery charge before you hit the purchase button, then the delivery fee is as is. no just take the L

  • TheOneWhoKnocks on 16/06/2024 - 08:04
    +1

    Mate just take the loss as a lesson and move on.

  • ode1online on 16/06/2024 - 13:29

    I once purchased some DDR4 RAM on Amazon in the prime sales at 40% discount that never shipped, after 6 weeks of being told it would be shipping soon, I complained as the item was still in stock but no longer discounted and I felt the seller didn't want to honour the price. While on the phone to amazon they asked if I still wanted the RAM, I said absolutely, they canceled my order then sent me a link to the same RAM but not sure the same seller,
    I added it to my cart and then they applied a 40% discount to my cart, and I completed the order, either by a code or they just did it, I dont remember but my point is,
    If they were going to give you free shipping, they would have done it with you while you placed the order to make sure you got it for free, they would NEVER tell you to buy it and ask for a refund, its not how they work.

  • mmd on 16/06/2024 - 13:34
    +2

    OP,I can see it for $999 here with free shipping.
    https://www.amazon.com.au/Philips-Hue-Rectangle-Bluetooth-As…

  • Drakesy on 16/06/2024 - 13:41
    +2

    Were they "Prime eligible orders"

    Again, goes back to the t's and c's

    • Miss B on 17/06/2024 - 06:29
      +2

      FREE International Expedited Delivery on Prime eligible international orders sold through the Amazon Global Store when you shop from Amazon.com.au (Prime Free Delivery excludes select remote areas). Look for items with "FREE Delivery with Prime International Shipping" messaging.

  • smartazz104 on 16/06/2024 - 14:29
    +5

    OP played himself.

  • lunchbox99 on 16/06/2024 - 17:22
    +2

    They never said they would refund shipping because that isn’t a thing. Case closed. Stop being a scammer.

  • MrFunSocks on 16/06/2024 - 19:04

    Amazon prime doesn’t just get you all shipping on everything for free, especially for stuff from other countries……. Not sure why you thought or expected that they would refund you the shipping. You’re out of luck.

  • Sasuk3 on 16/06/2024 - 22:41
    +4

    Sorry but why did you think you would get refunded shipping fees anyways (after paying for it)? That's not a thing..?

    Amazon Prime clearly shows you what costs shipping and what is free as part of your membership when you order the item.

  • EightImmortals on 17/06/2024 - 07:31
    +2

    When our obsessive desire for the latest doohicky overrides our brain?

  • Willy Beamish on 17/06/2024 - 08:39
    +2

    Pretty sure you don't have an understanding of what Amazon offers free shipping on.

    Regardless of what the customer service reps from India that are getting paid pennies said, I'd say the specific listings your purchased never even mentioned free shipping from marketplace especially if it wasn't fullfilled by Amazon.

  • jerjergege on 17/06/2024 - 10:23

    Rofl bought something internationaly and have Au Prime and think they have free shipping, certain items have free shipping marked per item, a scripted service desk worker is not going to care if they give you the wrong information.

  • Ciderfizz44 on 17/06/2024 - 11:21
    +4

    OP you done goofed, no way I'd risk $50 on postage let alone 1k after that piss poor chat confirmation. All of the prime benefits are automated on Amazon.. it's now a new platform.

  • browser on 17/06/2024 - 13:59
    +4

    This doesn't make sense, if a business wants to do free shipping, it would just be free, why would they introduce a refund process that have to done manually down the track?

    Secondly, where did you get the idea Prime subscription entitles free shipping worldwide?

    Lastly, there's a difference between buying from Amazon Germany direct (example) and Amazon Germany via AU (example). You are a member of Prime AU, not DE.

    Don't like your chances, but no harm keep trying (other than exhausting yourself and feeling all work up). Often it doesn't matter what an agent said, they always refer back to written T&C. That said, large businesses often make one off exceptions (or partially) as a goodwill gesture.

    Guess you can also try to file a dispute with the card issuer, but probably not going to be straightforward. It is because you have agreed to the full amount, the products are as described, and you have received the shipping service you paid for (obviously), the bank may view the "promised" shipping refund as a separate matter.

  • emblurr on 17/06/2024 - 15:08

    Gambling on a $1000 refund based on loosely interpreted conversations with front line customer service. Now that is a ballsy play by a betting man. I tip my hat :)

  • cyrax83 on 17/06/2024 - 16:15
    +2

    Don't know why you'd rely on a vague answer from an Amazon chat rep. The price on the checkout is the price, that's it. Sounds like your goof

  • TimmyTims on 17/06/2024 - 16:50
    -4

    You made a decision based on the available information at hand. I'd make the exact same decision and be just as annoyed that Amazon is not honoring the information you were given.

    In my mind there should be 2 acceptable solutions.
    Amazon refunds the shipping as they led you to believe
    You refund the entire order and source the items elsewhere

    This is a stuff up on Amazons side in my opinion. You did the right thing by asking questions first and not just assuming.
    If this was a Mum & Dad local shop, sure cop it on the chin and accept it but this is Amazon we're talking about here. Hold them to the fire and get an acceptable solution.
    Worse case, credit card charge back

    • stedmaster on 17/06/2024 - 17:32

      I have to agree somewhat, considering people found amazon au links to some of those hue and Surimu lights, and it shows the free international shipping options from the likes of amazon germany etc. The whole shipping charge depending on which site she uses with her amazon account just seems be bureaucratic semantics.

      • Davo1111 on 18/06/2024 - 00:09
        -2

        It's not free for every item.

        The whole shipping charge depending on which site she uses with her amazon account just seems be bureaucratic semantics.

        Lol…. It's a 1.5m long piece of glass. You think it's free to fly to Australia?

        considering people found amazon au links to some of those hue and Surimu lights

        OP conveniently held out some information. The Australian price is about double what OP paid including the postage. It's also sold in Australia by a 3rd party seller NOT fulfilled by Amazon

        • stedmaster on 18/06/2024 - 19:46

          I can see how OP could be confused and up until now I didn't know the exact details of how AGS worked.

          To think you can buy some random philips hue bulb via amazon au Amazon UK seller dispatch and not have to pay shipping, yet if you are on the UK site the exact same bulb is about $20 extra including shipping for your account that is recognised by the site, even though Amazon as a whole technically has the capacity to ship it to you for free based on the origin account terms and shipping availability, just seems a bit convoluted, unless you know that Amazon UK is basically another shop.

          • Davo1111 on 18/06/2024 - 19:51

            @stedmaster:

            I can see how OP could be confused and up until now I didn't know the exact details of how AGS worked.

            Seriously? The chat logs have so much broken english, nobody should be confident you were getting your money back.

            Also, what business ever has said "buy now and we will refund you"? (Cashbacks don't count, they have established T&Cs)

            • stedmaster on 19/06/2024 - 12:51

              @Davo1111: Amazon have certain criteria for initial shipping refunds so its not unheard of.

              If OP received the package quite late, she may have a chance with that depending on if she had any guarantee, but it appears that its generally for expedited shipping.

              • Davo1111 on 19/06/2024 - 13:39
                +1

                @stedmaster: That's still provided after the purchase (failing to deliver in a reasonable time). and part of their written T&Cs.

          • Randolph Duke on 20/06/2024 - 16:56
            +1

            @stedmaster:

            unless you know that Amazon UK is basically another shop.

            Offering users Prime membership when on UK, US, DE sites would be one clue the regions are treated differently. The second one would be having the shipping price shown. Seriously, the gymnastics to think Amazon would give free shipping by way of refund is quite remarkable.

            • stedmaster on 24/06/2024 - 16:32

              @Randolph Duke: Viewing Amazon as one entity and assuming membership to it as a whole would be an easy thing to do for someone who is less tech-savvy. To search for something and come across a link to a foreign Amazon site. Upon signing into the foreign site, all their addresses and payment methods load up, which makes sense to them. They see the currency conversion, but don't understand why there is a shipping charge because they're supposed to have 'Free International Shipping for Prime Members' not knowing what Amazon Global Shipping actually is, so they decide to ask support, only to have misunderstandings.

              Sure, OP may have been trying to weasel her way, but I could imagine a number of people having to come across this for themselves as well.

              Amazon also have other scenarios where they will refund after sale for international orders, but that is to do with shipping import, duty tax fees, if they end up being less. So the scenario of Amazon refunding after sale on orders is not just isolated to shipping guarantees. Probably just more room for miss understandings as well.

              • MrFunSocks on 25/06/2024 - 11:53

                @stedmaster: Things that give you free shipping with prime literally say that they have free shipping with prime. They have never, ever, ever, said that everything is free shipping or that you can just get shipping refunded. If they did that they would've just made it free in the first place…..

                • stedmaster on 25/06/2024 - 13:23

                  @MrFunSocks: I am aware of this, but its not apparent to everyone, otherwise we wouldn't have OPs post. I recall a while ago helping someone with an online form, it kept loosing their progress and said something like their cookies had expired or weren't enabled, they thought it was a laugh, what's 'cookies' got to do with online forms, admittedly it was an older person, but I can imagine someone like that having miss understandings about thinking they have free international shipping, especially if its the first time they've come across an international shipping fee. The understanding of amazons free international shipping isn't what people initially think until they read the T&Cs. I recall when it first came about a lot of people were disappointed once they found this out too.

                  • MrFunSocks on 26/06/2024 - 13:44

                    @stedmaster: I just can't fathom how it isn't apparent to everyone. I knew there were dumb people around, but my god……

                    If it says free shipping, it's free shipping. If it says shipping is $800, shipping is $800. Nowhere does it ever say anything about "just pay the shipping and we'll refund you hundreds and hundreds of dollars".

    • Davo1111 on 17/06/2024 - 23:55
      -1

      based on the available information at hand

      What information was that?

  • browser on 18/06/2024 - 09:39

    It may be fair to say that OP brought it upon him/herself, when you buy something online, you pay for delivery unless the checkout page explicitly says free shipping.

    So you either accept the cost or move on, what makes you think it's a good idea to live chat an agent to somehow waive the fees, on what ground? Or even refund the fees after? Why would they do that?

    Especially in the case of Amazon, their processes are highly automated. You pay, they ship, there's no reason whatsoever to have a delivery refund step at the end.

  • zionbiggestfan on 20/06/2024 - 22:41
    -8

    It’s frustrating to have Amazon promise shipping fee refunds via email and chat, only to deny them later. Collect all your evidence, including transcripts where they confirmed the refunds. Write a formal complaint detailing your disappointment and the promises made. If regular customer service doesn’t help, escalate to a manager or supervisor. Consider involving consumer protection agencies if needed. As a last resort, explore legal options, but start with escalating within Amazon first for the best chance of resolution.

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