Amazon Australia Return - Re-stocking Fee Rip-Off

LTylerOZ on 27/01/2018 - 19:33
Last edited 29/01/2018 - 17:07 by 2 other users

This is my first post here and I have been reading this forum for a long time (thanks for all the useful info here!). Finally decided to join due to the really unpleasant experiences with Amazon Australia and hope you all can beware.

I bought the Sonos Play 1 from Amazon Australia with its lighting deal last month (AUD185.99). It was an impulse buy honestly and I have a change of mind afterwards. I have checked gumtree and eBay and found that I can easily sell it at such price but decided to return it to "save" the troubles. Turns out I made a really bad decision actually as only today I knew that the refund amount is only AUD92.99.

When I went through the sophisticated return process in their website (e.g. confirming the item return, printing shipping label, etc), I keep looking whether there will be restocking fee terms and couldn't find that during the process.. I would think if they have such a neat system process they will list it or warn the customer. Only after talking to their customer services teams I could find that they put in other help "page" (a small print as expected) which is not incorporated into the return process at all.

It said "reasonable" restocking fee will be incurred but I don't think any reasonable person would expect 50%! Moreover, their customer service team are saying restocking fee for most items are 50% while some items will incur 80% restocking fee so that's why I got a "reasonable" refund already! I have not even opened the item at all and so condition is brand new and the return shipping fee is at AUD20 which means they get the brand new item back while I am paying AUD110 for nothing in the end. Actually I tried to ask them to ship me back the item (such that I can sell by myself at a much higher price) but their customer service team has not even tried to help at all. Painful lesson learnt and would like to share here to be careful of them. I am "caught" by not looking at every single page of their website before returning but 50% restocking fee for a brand new item is really a shocker (not to mention the shipping and packaging is paid by myself).

They don't have a nice launch here already and their customer service team (which they said they are local Australian here in Victoria) is much worse than US and UK one. Don't even want to pass my feedback and don't even try to see whether they can do something with it.

Update: Facebook Conversation with Amazon AU

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Comments

    • tomsco on 28/01/2018 - 10:40
      +1

      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.

  • usmanyousaf on 28/01/2018 - 12:00
    -2

    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.

    • TylerOZ on 28/01/2018 - 12:05
      +2

      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).

    • TylerOZ on 28/01/2018 - 12:12

      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).

      • meowsers on 28/01/2018 - 13:45
        -4

        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.

        • TylerOZ on 28/01/2018 - 13:52
          +3

          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.

    • TylerOZ on 28/01/2018 - 13:42
      +1

      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.

      • meowsers on 28/01/2018 - 13:54
        -4

        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.

        https://ibb.co/fTCRBw

        • TylerOZ on 28/01/2018 - 14:02

          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.

        • meowsers on 28/01/2018 - 14:08

          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…

        • TylerOZ on 28/01/2018 - 14:22

          @retiltxet:

          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.

        • meowsers on 28/01/2018 - 14:25
          -3

          @TylerOZ:

          Just do a chargeback on your credit card if you are truly concerned. Or call them again.

        • TylerOZ on 28/01/2018 - 14:40

          @retiltxet:

          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.

  • vaneska on 28/01/2018 - 12:13
    +7

    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!

    • [Deactivated] on 29/01/2018 - 19:40

      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.

  • foxmulder on 28/01/2018 - 12:16

    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.

  • iDroid on 28/01/2018 - 12:37
    +30

    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).

    • outlander on 28/01/2018 - 12:49
      +7

      Love it

    • sheepdog on 29/01/2018 - 14:50
      +1

      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.

  • Lysander on 28/01/2018 - 14:07
    +1

    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 - Queensland

    Not 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.

    • TylerOZ on 28/01/2018 - 14:48

      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).

      • Lysander on 28/01/2018 - 16:23
        +2

        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. ;-)

        • TylerOZ on 28/01/2018 - 16:29

          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.

        • Lysander on 28/01/2018 - 16:33
          +2

          @TylerOZ:

          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.

  • WTF on 28/01/2018 - 14:14
    +2

    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.

    • meowsers on 28/01/2018 - 14:18
      -1

      I totally agree. This sounds like a Gerry Harvey plant.

      • TylerOZ on 28/01/2018 - 14:24

        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.

        • WTF on 28/01/2018 - 14:29
          -1

          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.

        • TylerOZ on 28/01/2018 - 14:31
          +2

          @WTF:

          Why don't you go to facebook page to see the photos I posted there?
          https://www.facebook.com/AmazonAustralia/posts/1456034261227…

        • cloudy on 28/01/2018 - 18:38
          +4

          @TylerOZ:

          Sad you have to prove yourself to the fanboys!

        • WTF on 29/01/2018 - 02:53
          +3

          @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!

        • googoogaga on 29/01/2018 - 11:31

          @TylerOZ:
          What am I missing?
          My bad

        • netsurfer on 29/01/2018 - 15:36

          @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.

        • Stphen on 29/01/2018 - 16:51

          @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.

        • arcticmonkey on 29/01/2018 - 19:45

          @TylerOZ:

          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?

      • cloudy on 28/01/2018 - 18:37
        +5

        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.

  • justwii on 28/01/2018 - 14:18
    +3

    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.

    • tomsco on 28/01/2018 - 15:31

      ozbargain.com.au/comment/5578247/redir

      A lot of effort to go to for a troll.

        • TylerOZ on 28/01/2018 - 16:04
          +1

          Paid hkd$589.87 to Woolworths and not Amazon, you are the one trolling

        • TylerOZ on 28/01/2018 - 16:22
          +3

          @holyland:

          Can you see the Australian dollar value in the statement? Well I am done with you.

        • tomsco on 28/01/2018 - 18:15

          Just to check, you do understand OP has a credit card from an overseas bank, yeh. That much is just obvious.

  • Riczter on 28/01/2018 - 17:07

    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.

  • OzzyOzbourne on 28/01/2018 - 17:35
    +3

    We're so used to getting ripped off, even Amazon does it in Australia!

  • foxmulder on 28/01/2018 - 18:47
    -1

    I confuse - OP return item - unopened or he did open them?

  • askme69 on 28/01/2018 - 19:52
    -1

    So people think its normal to get your money back if you change your mind?

    • tomleonhart on 28/01/2018 - 20:00
      +4

      Yeah. It’s pretty normal with larger retailer.

    • lainey13 on 28/01/2018 - 20:01
      +3

      Considering it was returned unopened and return postage paid for by OP, yeah.

    • nickj on 28/01/2018 - 20:05
      +3

      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…

    • andyken on 28/01/2018 - 23:34

      Aldi let you used it for 59 days and you can simply return if you change your mind after 59th day

  • htc on 28/01/2018 - 21:14
    +3

    Was about to get Amazon Kindle paperwhite from Amazon. After reading this post, I will now save myself some trouble. Thanks OP.

    • [Deactivated] on 28/01/2018 - 21:21

      I’m sure Harvey Norman will sell you a Nook or something by “Laser”.

      • htc on 28/01/2018 - 22:04
        +1

        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.

  • Deridas on 28/01/2018 - 22:04
    +2

    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!

  • 2024 on 28/01/2018 - 22:24
    +4

    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 price

    https://www.amazon.com/gp/help/customer/display.html?nodeId=…

    • WhyAmICommenting on 28/01/2018 - 23:06

      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.

  • sonic2011 on 28/01/2018 - 23:57
    +1

    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.

  • FW190 on 29/01/2018 - 00:40
    +2

    with the lackluster launch, uncompetitive prices, small product range, and now this, it is as if Amazon AU is deliberately trying to fail…….

  • lachhelix on 29/01/2018 - 01:15

    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…

  • centrelink on 29/01/2018 - 03:36

    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.

  • cockneylondoner on 29/01/2018 - 06:11
    -8

    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!

    • arcticmonkey on 29/01/2018 - 19:49

      You're an Englishman, are you, cockneylondoner? Seems to me like the only one whining is you.

      • cockneylondoner on 29/01/2018 - 20:09

        What is the relevance of your posting?

  • Mattycee on 29/01/2018 - 08:12
    +2

    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!

    • arcticmonkey on 29/01/2018 - 19:50
      +1

      You're assuming they have good customer service triage processes. Given the OP's service issues across multiple channels, I'm not as confident.

  • PAOK11 on 29/01/2018 - 09:44
    +1

    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.

  • TylerOZ on 29/01/2018 - 09:59
    +13

    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 moment

    Wow, just wow to me

    http://tinypic.com/r/mrsow2/9
    http://tinypic.com/r/202uu0/9
    http://tinypic.com/r/jg7hq1/9

    • tomsco on 29/01/2018 - 10:03

      And 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.

    • tomsco on 29/01/2018 - 10:10
      +2

      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.

      • TylerOZ on 29/01/2018 - 10:13

        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?

        • tomsco on 29/01/2018 - 10:31
          +4

          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.)

        • TylerOZ on 29/01/2018 - 10:48

          @tomsco:

          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!

    • victorheaven on 29/01/2018 - 10:37

      That's horrifying customer service, I hope you get your money back and an apology.

    • Riczter on 29/01/2018 - 17:50

      Wow, that is pathetic customer support, and poor grasp of english by the rep doesn't help either.

    • arcticmonkey on 29/01/2018 - 19:54
      +1

      This is appalling customer service from Amazon. Why have they unleashed such poorly trained reps who cannot even communicate properly?

  • lostn on 29/01/2018 - 10:23
    +1

    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.

  • djones145 on 29/01/2018 - 10:40
    +2

    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 news

    amazon will get back to you once they get that much bad rep

    • TylerOZ on 29/01/2018 - 12:21

      Honestly I am not sure whether I want to go further. It is so time and effort consuming which my wife is complaining…

  • kati on 29/01/2018 - 11:23
    -1

    I have previously found John Rolfe at Public Defender super helpful in the past.
    https://www.facebook.com/publicdefendercolumn/

  • Vertigo6 on 29/01/2018 - 11:44
    +4

    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.
    "

    • tomsco on 29/01/2018 - 11:53
      +3

      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.

      • Vertigo6 on 29/01/2018 - 11:59
        +1

        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.

        • TylerOZ on 29/01/2018 - 12:16
          +1

          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.

        • Vertigo6 on 29/01/2018 - 12:44
          +2

          @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.

        • TylerOZ on 29/01/2018 - 13:01
          +2

          @Vertigo6:

          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.

        • tomsco on 29/01/2018 - 15:20
          +1

          @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.

    • Vertigo6 on 29/01/2018 - 12:14

      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…

      • Deridas on 29/01/2018 - 12:25

        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.

        • Vertigo6 on 29/01/2018 - 12:37

          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?)

        • Deridas on 29/01/2018 - 12:42
          +3

          @Vertigo6:

          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).

        • TylerOZ on 29/01/2018 - 12:58

          @Deridas:

          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…

    • Vertigo6 on 29/01/2018 - 15:19
      +4

      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.

  • Apue on 29/01/2018 - 12:01
    +2

    50% re-stocking fee?
    I'd rather sell it on Ebay and I'm sure I'll get better return.

  • wengerboy on 29/01/2018 - 13:02

    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.

  • addict on 29/01/2018 - 15:33
    +1

    Too lazy to read all the replies.. but does sound rediculous..

    email here I have heard that it works.

    [email protected]

    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!

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