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

    • netsurfer on 29/01/2018 - 15:51
      +6

      If you have not returned anything to Amazon, then it is probably not ideal that you comment that their customer service has always been amazing. Until you have the need to return or encounter issues with Amazon, you have not experienced their true customer service fully. Here are some of the issues I have experienced with Amazon US lately:

      • Returning faulty/incorrect items, while Amazon US would refund the postage, you still need to do all the work to return it (paying the postage in advance, lodge/post the item, and then you need to watch out for currency conversion, because you are generally worse off. I ended up contacting Amazon support again to get the difference). Other better online sellers would provide a postage paid return label with their courier (and some of them will come and pick up the package).
      • While Amazon did post the replacement items quickly, I needed to negotiate with them to get a faster postage service (i.e. they sent me the faulty item or the wrong item, I shouldn't wait for weeks to get the correct item after waiting for weeks to get the faulty/wrong item).
      • Price matching is now worse than before. Amazon won't price match their own reduced price once they charged you and sent the item out. They used to be willing to do that if you have not received the item or even a few days after you received it, not anymore.
      • Even in the case where they are willing to price match, they sometimes only do that by cancelling the entire order and place a new order (which means that if you only want them to price match 1 item, you could lose the discounts you had on the other items in the same order).
      • Packaging of cheaper / smaller items can be sub-par (because Amazon try to save postage cost).

      Amazon is big now, but their services in general are inferior than 2 years ago.

      • Zippy7 on 29/01/2018 - 17:56
        +1

        Agree with this.
        You only get to know what the customer service is like when something goes pear shaped.
        If no issue, how would you know if the customer service is any good?
        All you know if that the correct item was shipped to you… So life is good because no issue, which is great.

        So don't expect them to help if any issues.

        • addict on 03/02/2018 - 01:43

          Actually over the years I have had to contact customer service at least 20 times over the years.. sometimes for simple questions,.. several for pear shaped experiences.. last time about 2 weeks ago. Never received the product, and current product price doubled..

          Like I said customer service has always been amazing, but yes I have never had a return..

          I have been a customer since 2001 and just did a rough check and there have been 70+ orders..

          regardless of this, OP is looking for solution to solve problem.. I see some people trashing amazon, saying OP should raise with ACCC.. all this will be pointless or take massive effort.

          I proposed a simple solution that has worked in the past. Worse case scenario, the OP is no worse off..

    • scottb721 on 02/02/2018 - 19:24

      Nice!
      A direct email to the Subaru Aust boss quickly fixed my warranty problem that I was having trouble with.

  • Rhubarb Jones on 29/01/2018 - 16:08
    -2

    I found best bargain on Amazon - Carbon steel wok - only $501!!!

    But shipping is free which is wonderful.

    https://www.amazon.com.au/Buyer-5114-35-Steel-Carbone-Induct…

  • benbarren on 29/01/2018 - 16:24

    it seems amazon au is acting as if a third party of amazon.com ie with their own return turns.
    won't be buying anything i might consider returning after this.
    very strange behaviour by AMZN

  • Eisa01 on 29/01/2018 - 17:34

    Amazon Australia not all the best. So expensive!

  • [Deactivated] on 29/01/2018 - 17:36
    +8

    Wow. This is horrible. I've read through the Facebook response also.

    Amazon Australia Facebook appears to deflect any questions and keeps insisting on OP to provide account details. The questions asked did not require said account details.

    I am confident the staff isn't even working near the warehouse as he/she is alluding to. I bet he isn't even in Australia.

    Amazon Australia, you were the chosen one. - insert obi wan meme.

  • meowsers on 29/01/2018 - 17:52

    I think the crux of this problem is that when they received it back it was "damaged". Not that they have a return policy that applies a deduction.

    That being said, I can't imagine most retailers even giving you 50% back if the item was truly damaged on return shipping. They'd probably just return it to you.

    So what really needs to be found out is, was the item actually damaged or not?

    • tomsco on 29/01/2018 - 22:44
      +3

      The chat rep identified is wasn’t actually damaged, it was just coded as damage incorrectly.

  • Zippy7 on 29/01/2018 - 17:53

    Wow. Thanks for warning us.

  • movieman on 29/01/2018 - 18:03
    +2

    Thanks for posting OP.

    Will definitely be AVOIDING Amazon Au.

    Appreciated.

  • jjjaar on 29/01/2018 - 18:11
    +2

    So sorry you've (all) suffered for what should have been a simple refund. Definitely won't be buying from Amazon as a result of this.

  • Hardlyworkin on 29/01/2018 - 18:32
    +3

    GERRY! GERRY! GERRY!

  • solidussnake on 29/01/2018 - 18:35
    +2

    Ive worked at Jb hif and seen people return tvs without a box and get a full refund.. harldy in sellable condition. I will not be buying from Amazon Aus thank you and good luck.

    • [Deactivated] on 12/03/2018 - 08:13

      If the TV has an issue within a short time period after purchase the law states that it does not need to be returned in original packaging.

      • solidussnake on 12/03/2018 - 08:39

        No kidding, I was talking about change of mind like the OP…..

        • [Deactivated] on 12/03/2018 - 09:13

          So the TVs being returned without a box and full refund were change of mind ? There were no issues with the TVs ?

        • solidussnake on 12/03/2018 - 11:03

          @Michegianni: yeah mate

  • Bammers on 29/01/2018 - 18:38
    +3

    What a Shonk company at its finest…. must of come to Australia for dat dare Aussie tax everyone speaks of.

  • TylerOZ on 29/01/2018 - 19:37
    +14

    I really didn't expect there is so much reaction and that makes me feel obliged to report what's going on now:
    - Per suggestion from other posters especially those from Facebook group, I have left my contact info to their Social Media Support team as requested (which I don't understand why it should make a difference from live chat or phone call support teams whom I have interacted) to give Amazon Australia "last chance" to resolve the issue with me.
    - Quite a few posters feel that now the issue is "escalated" and I have the same feeling there is chance that I can have the issue resolved this time as quite a lot of you are helping me in their Facebook page and they can't ignore that. Still waiting for Amazon Australia to update and contact me at the moment.
    - In case it can't be resolved this time, will report to ACCC as there is a member here contacted me before offering help to guide me to do so.
    - As I have mentioned before, finally there is someone from Amazon Australia saying the return policy is "not clear" and will be "reviewed". I think even there is a chance my case may be resolved, everybody (including myself) should look out whether they will still impose the restocking fee and whether the definition of "reasonable" is 50%.

    Time to go back to work and family. (No fun and no game time yet, monster hunter world and dragon ball are awaiting me)

    • krishnabhargavt on 29/01/2018 - 20:01

      Could you pls enable private messaging

      • TylerOZ on 29/01/2018 - 20:10

        can you guide me how to do so?

        The other member contacted me through Facebook and I didn’t aware you need to change some settings to enable private messaging here. Thanks

        • TylerOZ on 29/01/2018 - 20:18

          Done!

  • yjun355 on 29/01/2018 - 19:49
    +13

    Thanks for sharing. My 2 cents:

    A. We should put big warning signs about restocking fees on ozbargain against all Amazon deals.
    Given how absurb they are, we should call them as unrefundable items. So no other community members have same experience.
    (Moderators, what can be done?)

    B. Maybe post story on current affair and any other media type outlets. I think they would love this story as it is great news. Also probably the only way to get them to change their policy and make it consistent like other Australian retailers.

    Any ozbargainer with media connections?

  • justwii on 29/01/2018 - 20:05

    Still no associated say something after days? Amazon AU employees no ozbargainer?

  • TylerOZ on 29/01/2018 - 21:44
    +12

    A quick update that I have just received a email reply from Executive Customer Relations team with regard to my email written to Jeff Bezos before. He/She is asking for my order number and account details to follow-up. I have posted the email to the facebook page asking the so-called Social Media Support team to coordinate with this team to give me a single reply. I don't think Jeff has read the email himself but I believe the issue is "escalated" for sure.

    http://tinypic.com/r/28s0tqe/9

  • murkywater on 29/01/2018 - 21:48
    +6

    Hello Lahiruwan, an unopened change of mind order, returned within 30 days of purchase is subject to a partial refund. We are aware it's not clearly stated in the Returns Policy, however, we are working on having it reviewed.

    Noah | Amazon Customer Service.

    lol

  • Kremleen on 29/01/2018 - 22:23
    +2

    What a load of bs. I was about to buy a watch from Amazon but no more. Time to boycott AmazonAU. I wonder if the mods read this and what would be their opinions?

  • [Deactivated] on 29/01/2018 - 22:48
    +11

    Dear Mr Bezos,

    Congratulations on the successful launch of your Australian chapter. I heard it was a torturous start and many of your competitors had many detrimental words for you, often with accompanying actions. Many here believe you usher in a new era of competitive pricing and customer service.

    We were wrong.

    I cannot imagine you've invested less than several thousand dollars on marketing and a marketing team. Your efforts are for naught. You see, when you market yourself, you are putting your name in the spotlight. Your conduct counts for more than it does once the spotlight fades. Today, you've managed to rally those who have waited in anticipation for your success, except instead of winning their loyalty, it was to examine your failure to provide any semblance of competence under a very expensive spotlight.

    Ninety three dollars. It is one thing to profit from overpricing or overcharge on shipping but $93 withheld due to a refund policy your staff cannot comprehend and your management cannot comment on?

    I'm assuming you have lawyers. I'm sure your definition of "reasonable" restocking fees wouldn't have made it past your legal team. If it has, look for better council.

    I'm assuming you have marketers. If your name is appearing in social media for the wrong reasons, take action and even if you're not sincere, sell us the idea it was an oversight.

    I'm assuming you have customer service managers. When you have staff that can barely speak the language of the market you are trying to penetrate, cannot provide answers and does not know your company policy, at least do us the courtesy of not patronizing us with pathetic attempts to divert blame.

    I've made many assumptions but an assumption this is not - your Australian chapter is drowning in incompetence.

    I'm a pragmatic man and I will not say that I will not patronize your establishment indefinitely but I've certainly lost a tremendous amount of trust in your business. Perhaps my pragmatism rubs off on you and you may "reinvent" your team.

    Once again, congratulations on the ribbon cutting and good luck. I hope that $93 was worth it.

    Warmest regards,
    Your well wishers

    Sent to Amazon AU, though I doubt he will ever see it.

    • TylerOZ on 29/01/2018 - 23:08
      +1

      You should send to [email protected] if you want to address Jeff Bezos directly. He got a team to handle it for him. Put in a nice heading to draw attention maybe.

      I am amused by the effort of all the people here!

      • [Deactivated] on 29/01/2018 - 23:11
        +2

        Thanks. Sent.

      • [Deactivated] on 29/01/2018 - 23:14
        +2

        Try to correspond via writing only and screenshot all your correspondence.

        I've seen big companies withdraw statements and modify account messages. Don't give them an opportunity to do so.

        And don't accept the $93 refund. Your time cost and their bad press is worth more than that.

      • Tjoobie on 29/01/2018 - 23:19

        I mean I'm sure he has an automated forward system. He would get many thousands of emails every day.

        You will NEVER get a single collated response from Amazon. Their customer service department are so segregated due to their sheer size that it would be nearly impossible to manage.

        I wish you luck. The Facebook customer service team are your best hope.

  • Huntta on 29/01/2018 - 23:49
    +2

    Don't need to go to ACCC, write to Current Affairs, they will definitely feature your story…then you will hear from Amazon very promptly.

    • hypie on 30/01/2018 - 01:41
      +2

      agreed… the media will love this. it all sounds ridiculous.

      They have the RIGHT to refuse a refund for change of mind unfortunately. However the restocking fee is a outrageous.

      • tomsco on 30/01/2018 - 10:33
        +1

        But the returns policy states he is entitled to a refund, and this would form part of the contract that Amazon have to adhere to.

        • hypie on 30/01/2018 - 10:35
          +1

          Yeah, that is correct. I'm just stating consumer law in Australia (had they not provided a written policy).

  • Rukiata on 30/01/2018 - 10:06
    +2

    credit card chargeback

  • ninetyNineCents on 30/01/2018 - 10:09
    +2

    Where are all the people who said amazon would save us all, hail jesus.

    • xuqi on 31/01/2018 - 00:12
      +3

      2 Millennia of hailing hasn't done much for humankind…

      • ninetyNineCents on 31/01/2018 - 09:45

        Hail Jesus, Hail Yahweh, Hail El Shaddai, Hail Amun/Amen…

  • TylerOZ on 30/01/2018 - 12:29
    +10

    A quick update:
    - I just got an email from Amazon Australia which feel like an automatically generated one stating the refund of AUD93 is processed.
    - there has been no follow-up call or email or explanation of what happened and apology yet

    Should I expect an apology and explanation? Are they going to clarify their refund policy? That’s really some customer service showcase, from the largest online retailer group in the world!

    • TylerOZ on 30/01/2018 - 12:37
      +22

      Also, the email stated that the refund is a “goodwill refund”. So everyone should beware of the refund policy as mine looks like an “exceptional handling”. If you don’t put effort like me, it seems they regard 50% restocking fee as normal handling.

      • IdBuyThat4aDollar on 30/01/2018 - 13:34
        +6

        goodwill refund

        How nice of them!

      • tomsco on 30/01/2018 - 14:00
        +2

        Do you know if the return email address is a monitored inbox? I would be writing back asking how is it goodwill if your terms stipulate I was entitled to it?

        • TylerOZ on 30/01/2018 - 14:24
          +6

          It is from a “payment” account which I guess is not monitored. I guess there’s a possibility for them to update me later and who knows. If I were the one working as CS to respond to such situation, I would talk/write to the customer first before doing anything to avoid confusion. But they are the expert for confusing people.

          The most ironic thing is their slogan in the email, see it for yourself
          “Amazon.com.au
          We're Building Earth's Most Customer”

  • TylerOZ on 30/01/2018 - 15:52
    +16

    So I have received the call from their “Leadership Team” but they were just telling me I got the full refund and they are still looking at the issues / feedbacks.
    Honestly, I don’t feel the customer service level from Leadership Team is any better and they only “apologise” for me not having the best experience after I ask them whether they feel sorry for all my effort and encounters.

    As I missed their call at first, they left me a message of what they wanted to tell through email and here is the direct quote:

    “We wish to advise that we have refunded you the cost of the re-stocking fee you have incurred. You should expect to see your refund appear in the allocated bank account within 2-10 business days (depending on your bank). Please be aware that our re-stocking policy as stated on the website remains the same and we have forwarded on any of your feedback.”

    I don’t think there will be any more update from them quickly. Now I get my full refund back (without them asking at first) so I believe there is no case to go further anymore.

    However, I think they are still obliged to clarify the unclear refund policy. So for anyone of you who want to buy from Amazon Australia, you better wait until they have done so and then decide whether you feel it is “reasonable” (e.g. is it still a 50%).

  • KYoohu on 30/01/2018 - 17:05

    OP, this is clearly an off-topic question but did your package get delivered on time?

    Mine has been delayed an extra two weeks after placing an order in the beginning of this month.
    I really feel like Amazon is only viable for the Americans… with their free and quick delivery.

    • TylerOZ on 30/01/2018 - 19:17

      To be fair to them my Sonos arrived very quickly. Order placed day one, shipped next day and delivered day 3. Maybe because the item is sold by them and I live not far away from their Melbourne warehouse.

      But seems you are not alone if you go to their Facebook page, quite a number of people complaining also.

      • akoli on 02/02/2018 - 11:45

        I've ordered two things from amazon so far… switch game that was ordered on a monday at 3pm and came in the next morning (via auspost too I was in shock auspost have been extra poor at our office since xmas).

        The other was a stand that i didnt realise was being drop shipped from china so took a few weeks over xmas to arrive.

  • Stphen on 31/01/2018 - 11:13
    +2

    Keeping their returns policy unclear seems to be their policy. Amazon support name checks out.

    To clarify matters could Amazon AU tell us, if we return a Sonos speaker sold by Amazon AU upopened within 30 days, is there a restocking fee??

    Amazon.com.au clarifies matters:

    As requested earlier connect with our support team and we'll help you with all the required information.

    Hyder | Amazon Customer Service

    Then there is this answer:

    an unopened change of mind order, returned within 30 days of purchase is subject to a partial refund. We are aware it's not clearly stated in the Returns Policy, however, we are working on having it reviewed.

    Noah | Amazon Customer Service.

    Basically it seems that the returns policy that is advertised on the Amazon AU site is incorrect and should be changed.

    https://www.facebook.com/pg/AmazonAustralia/community/?ref=p…

  • T1OOO on 31/01/2018 - 16:51
    +4

    screw amazon australia, never using them.

  • ozlab on 05/05/2018 - 10:41

    Amazon has strong frugality policy.

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