Anyone Had Any Luck Returning a TV to Amazon?

Ayanami on 14/08/2024 - 01:01
Last edited 14/08/2024 - 09:31 by 1 other user

I bought a 65 inch TV from Amazon a couple of weeks ago. It arrived with a cracked screen, so I requested a refund and was directed to send it back to Amazon. After they receive it, they will process a refund to my credit card.

I go to start the return process, but Amazon's policy states that they only cover up to $50 in return postage costs. This thing will cost more like $200/$300 via a courier, given it weighs 33kg. I raised the issue over live chat: they first said that they'd pay for the total cost of return (even if over $50) but only by way of Amazon gift card. After complaining they eventually agreed to refund the total return costs to my credit card.

I then went to book a courier. I've tried Allied Express and FedEx, and so far they will not accept the booking unless I can give them a person's name, email address and telephone number at delivery address (Amazon's warehouse in Moorebank, NSW).

I contacted Amazon via live chat again, and they can't give me the requested details. Their only advice was to insist that the courier company take it (yeah ok, sure) or to contact Amazon again in a week to see if one of their delivery partners can pick it up then (but they can't now?).

So I thought I'd ask the forum and see if anyone's had any luck actually getting a TV of this size back to Amazon, and if so, how it was done. Any tips would be appreciated.

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• 

  apsilon on 14/08/2024 - 05:23

  +9

  Never had to do it but tell them you're in Australia and under our consumer laws they're required to collect the TV as it's large item. You can point them to this: https://www.accc.gov.au/consumers/problem-with-a-product-or-…

  Specifically:
  "Responsibility for returning products

  Consumers are responsible for returning products that can be posted or easily returned.

  Businesses are responsible for paying for the shipping costs or collecting faulty products that are large, heavy or hard to remove, such as:

  widescreen televisions
  beds
  installed appliances, like stoves or dishwashers
  extension ladders stuck in an extended position.
  

  This must be done within a reasonable time.
  Return costs

  If the business confirms that the product does have a problem, it must reimburse the consumer for any reasonable return costs they have already paid.

  Consumers should keep receipts for postage or transport costs so that they can be repaid by the business.

  If the business finds that the product does not have a problem, it can make the consumer pay the collection and inspection costs. To do this, the business must give the consumer a reasonable estimate of these costs before collecting the product."

  Note that it uses widescreen TVs as one of the examples that need to be collected.

  • 

    Ayanami on 14/08/2024 - 13:38

    Thanks for the tip; I knew of the ACL obligations but didn't mind organising the return if they refunded me and I could do it without too much trouble. Perhaps it's time to draw the line in the sand: the website link will make it much easier to deal with Amazon.

• 

  boomramada on 14/08/2024 - 08:03

  +5

  Was the item from overseas?
  https://www.ozbargain.com.au/node/851121

  I'm not sure why anyone would buy a TV from Amazon when there are tons of retailers around with price-match policies :)

  • 

    JimB on 14/08/2024 - 11:00

    +2

    "I'm not sure why anyone would buy a TV from Amazon when there are tons of retailers around with price-match policies"

    Why not, what's the difference from any other retailer?

    Ease of purchase.

    If it was cheaper, I'd buy it from Amazon.

    • 

      boomramada on 14/08/2024 - 16:39

      And pain to return it as a bulky item💁‍♂️

      • 

        JimB on 14/08/2024 - 16:46

        It's going to to be a pain regardless of who it is.

  • 

    Ayanami on 14/08/2024 - 13:39

    Nah not from overseas, and I generally cbf with price matching unless it's a reasonable price beat.

• 

  Bignudge on 14/08/2024 - 09:53

  Idk how the refund process works for big items but I assume it'll still be the same as smaller items.

  A return shipping label should have been automatically created for you to print out or scan as a QR code at Auspost. If not then ask for a return shipping label. Slap that into a box and drop it off where it states.

  • 

    Ayanami on 14/08/2024 - 13:40

    Wasn't available for this item, the return shipping label just has and address and instructions to use "my postage service of choice" and they will reimburse me for the cost.

    • 

      Bignudge on 14/08/2024 - 13:43

      Hmmmm, seems like it's an extraordinary item then haha. I don't have any experience unfortunately. It may be easier to push Amazon to organise a pickup instead of you doing it. Good luck!

• 

  SnowDragon on 14/08/2024 - 10:42

  In 2018 I got a 55" that was basically DOA.

  Took a few days but they sent a courier to pick it up.

• 

  jaejae69 on 14/08/2024 - 11:09

  +1

  Use the phone call service to actually talk to someone instead of chat. If they cannot help you, you request an escalation and a call back from a manager. The manager usually calls back within one day from a Singaporean number. This person generally has more options available to them and more knowledge about ACL.

  • 

    Ayanami on 14/08/2024 - 13:40

    Yeah will have to try this; it's usually too late once I'm done with work but will take some time out to do this.

• 

  Ayanami on 14/08/2024 - 13:41

  +1

  Thanks for the suggestions all, I'll give it another go with Amazon and insist on them organising collection. Will update in due course.

• 

  AndyC1 on 14/08/2024 - 18:57

  Amazon have drop off return point in Sydney in a number of suburbs.Have you tried to see if there is one near you? If there is you should be able to drop if off there.

• 

  BewareOfThe Dog on 14/08/2024 - 22:20

  Jeff bezos
  [email protected]
  1-206-266-1000

  • 

    Gervais fanboy on 14/08/2024 - 22:45

    -1

    Na for real, there used to be (maybe still is) a department devoted to handling all enquires sent to that email address, it used to be pretty darn effective and helpful (maybe still is lol).

• 

  Ayanami on 15/08/2024 - 00:06

  +1

  Brief update: after an hour and several times being placed on hold whilst the call centre worker spoke to management, I will apparently be getting a call in 24 hours from some sort of complaints escalation department (thanks for the heads up @jaejae69 )