Amazon's policy on returns

[Nisei]

I often read posts from people who've received a damaged/faulty item and get a replacement from Amazon.com while they can keep the faulty item.
Today I received a $20 X-Files book from Amazon.com, shipped to the Netherlands.
Packing was done very sloppy (they dropped it in a box without bubble wrapping it and it could move around inside the box) so it was 99% certain it would arrive damaged. Which, of course, it did. I've contacted them through chat and they insist I'm sending it back, even though I told them return shipping would be $32 (that's $12 more than the value of the book!!!).
How can they be so stupid? And why do I hear lots of people can keep the items even though return shipping for a Blu-ray is far less than the value of the item? This is the second time I'm receiving a damaged item from them and both times they insist I send it back even though in both cases the price for return shipping was higher than the price of the actual item.

[djgeneral]

I've never heard of someone being allowed to keep an item. You always need to send back the Blu-Ray (or other purchase). However, if the item is damaged, they will allow you to send the item back for free. This might just be in the US Though.

[blu-ray_girl_fan]

Originally Posted by Nisei

I often read posts from people who've received a damaged/faulty item and get a replacement from Amazon.com while they can keep the faulty item.
Today I received a $20 X-Files book from Amazon.com, shipped to the Netherlands.
Packing was done very sloppy (they dropped it in a box without bubble wrapping it and it could move around inside the box) so it was 99% certain it would arrive damaged. Which, of course, it did. I've contacted them through chat and they insist I'm sending it back, even though I told them return shipping would be $32 (that's $12 more than the value of the book!!!).
How can they be so stupid? And why do I hear lots of people can keep the items even though return shipping for a Blu-ray is far less than the value of the item? This is the second time I'm receiving a damaged item from them and both times they insist I send it back even though in both cases the price for return shipping was higher than the price of the actual item.

If the item was damaged due to their negligence, they will pay for the shipping. Usually, they require you to print a UPS, FedEx, DHL, etc. shipping label, and the courier will charge Amazon for the cost.

[Sons Of Sparda]

I have only been allowed to keep one item for free. All other returns were sent back to amazon with them paying for return shipping. Had to return an item to amazon uk once which cost me $23.00 in shipping for a $40.00 item due to improper packaging like always.

[Nisei]

Originally Posted by djgeneral

I've never heard of someone being allowed to keep an item. You always need to send back the Blu-Ray (or other purchase). However, if the item is damaged, they will allow you to send the item back for free. This might just be in the US Though.

I'm sure I read about it multiple times.
It's not easy to search for on the forums but I did manage to find a couple with the search function:

https://forum.blu-ray.com/showpost.p...0&postcount=17

https://forum.blu-ray.com/showpost.p...02&postcount=6

[aaron158]

just return it they will refund u the amount that shipping cost so u wont really be out nothing.

[MoulinBlu]

Amazon has told me to keep an item, with either a full refund or replacement, on a number of occasions over the past few years, for reasons ranging from damaged in transit to inaccurate product descriptions, the most valuable of which was probably a $20 BD. But most of the time they offer an exchange or return with full refund, unless it's your fault, or a partial refund to keep the damaged item. It really depends on the CSR you get and I think it depends largely on how much you order from them. Prime member status is also, likely a key factor, so paying them $80 per year, might be buying some of us a few extra courtesies than non-prime members aren't allowed.

That said, they've been tightening up on their return policies for at least a year, so it's possible letting you keep the item with a full refund is becoming a thing of the past. The last time they extended me that offer was for a damaged BD for Piranha DD, last summer I think. The funny thing was, the replacement they sent arrived in a busted case too. But since they let me keep the first, I didn't report the later; I just sold the first and used the money on a new three disc case, which I ultimately sold as well, as I hated the movie.

[basketb]

Originally Posted by Nisei

I often read posts from people who've received a damaged/faulty item and get a replacement from Amazon.com while they can keep the faulty item.
Today I received a $20 X-Files book from Amazon.com, shipped to the Netherlands.
Packing was done very sloppy (they dropped it in a box without bubble wrapping it and it could move around inside the box) so it was 99% certain it would arrive damaged. Which, of course, it did. I've contacted them through chat and they insist I'm sending it back, even though I told them return shipping would be $32 (that's $12 more than the value of the book!!!).
How can they be so stupid? And why do I hear lots of people can keep the items even though return shipping for a Blu-ray is far less than the value of the item? This is the second time I'm receiving a damaged item from them and both times they insist I send it back even though in both cases the price for return shipping was higher than the price of the actual item.

Originally Posted by Nisei

I'm sure I read about it multiple times.
It's not easy to search for on the forums but I did manage to find a couple with the search function:

https://forum.blu-ray.com/showpost.p...0&postcount=17

https://forum.blu-ray.com/showpost.p...02&postcount=6

I don't quite get your attitude. Just because somebody else was allowed to keep their damaged product and has gotten a refund, why does this entitle you to the same? Amazon reimburses you for your return shipping. So it shouldn't concern you how much it is (by itself or in relation to the product shipped).

[rdodolak]

Originally Posted by djgeneral

I've never heard of someone being allowed to keep an item. You always need to send back the Blu-Ray (or other purchase). However, if the item is damaged, they will allow you to send the item back for free. This might just be in the US Though.

It depends. There are plenty of cases where Amazon has let customers , including myself, keep the damaged (dispose of the) item(s). If it will cost Amazon more than what the item is worth it's just in Amazon's best interest to not have the item returned.

[Clark Kent]

The quality of Amazon's customer service reps, particularly the ones based outside the U.S., are very poor and haphazard. Half the time it seems like I know more about Amazon's policies than the rep helping me. If you find the right one, it can be a pain-free experience. But God help you if you get one that has no idea about the problem.

[Nisei]

Originally Posted by basketb

I don't quite get your attitude. Just because somebody else was allowed to keep their damaged product and has gotten a refund, why does this entitle you to the same? Amazon reimburses you for your return shipping. So it shouldn't concern you how much it is (by itself or in relation to the product shipped).

I think you misinterpreted my attitude. I don't care if I can keep the item or not. I'm happy to return it since they'll refund me the shipping costs anyway.
I just don't get why they're willing to pay more than 1.5 times the value of the product for return shipping. It's a waste of money.

[blu-ray_girl_fan]

Originally Posted by Nisei

I think you misinterpreted my attitude. I don't care if I can keep the item or not. I'm happy to return it since they'll refund me the shipping costs anyway.
I just don't get why they're willing to pay more than 1.5 times the value of the product for return shipping. It's a waste of money.

They deduct business expenses as a tax write-off, so they're not really losing any money.

[Nisei]

Originally Posted by blu-ray_girl_fan

They deduct business expenses as a tax write-off, so they're not really losing any money.

That doesn't make it less wasted

[blu-ray_girl_fan]

Originally Posted by Nisei

That doesn't make it less wasted

I'm trying to help you understand the situation. If you're that upset about the shipping costs, contact the various delivery services as well as Amazon about their policies.

[Nisei]

Originally Posted by blu-ray_girl_fan

I'm trying to help you understand the situation. If you're that upset about the shipping costs, contact the various delivery services as well as Amazon about their policies.

Oh no, my last comment wasn't serious. Thanks for explaining.

[vocalhouse]

I've never had Amazon tell me that I can keep an item. I've returned defective items (cracked cases, etc.) and, as blu_ray_girl_fan said, they've paid for the return and sent me a replacement via overnight service (I do have Prime so I don't know if they'll overnight something if you don't have Prime). I've also returned items because I've changed my mind and I paid for return shipping.

I ordered the Universal Monster set from Amazon UK last year and a couple of the discs were defective. They had me mail back the defective set while they mailed a new set to me. I had to email a copy of my return shipping cost and they reimbursed me. Of course, the reimbursement was in Pounds Sterling, while I paid for USD for the shipping.

[Nautilus]

There's a difference between buying from Amazon directly and buying
from a seller at Amazon marketplace. I bought a DVD (listed as "new")
from a seller at Amazon marketplace. This DVD's defective; it froze.
I asked the seller if I could return it, with the seller paying for my return
shipping, for a refund. Given that the return shipping would have been
almost as much as the DVD's price, the seller told me to keep the DVD
(which would not play the complete film) and I would be given a refund.
If I had bought this DVD from Amazon directly, I would expect that I
would have to return it before I could receive a refund or a replacement.

Originally Posted by Nisei

I often read posts from people who've received a damaged/faulty item and get a replacement from Amazon.com while they can keep the faulty item.
Today I received a $20 X-Files book from Amazon.com, shipped to the Netherlands.
Packing was done very sloppy (they dropped it in a box without bubble wrapping it and it could move around inside the box) so it was 99% certain it would arrive damaged. Which, of course, it did. I've contacted them through chat and they insist I'm sending it back, even though I told them return shipping would be $32 (that's $12 more than the value of the book!!!).
How can they be so stupid? And why do I hear lots of people can keep the items even though return shipping for a Blu-ray is far less than the value of the item? This is the second time I'm receiving a damaged item from them and both times they insist I send it back even though in both cases the price for return shipping was higher than the price of the actual item.

[Blu_gun]

Amazon told me to keep a $10 DVD rather than return it. It was also for a flat out refund and not an exchange because I accidently ordered the DVD instead of the Blu-ray (DVD had a blue stripe banner on the top and I screwed up). The order was definitely through amazon and not a marketplace seller as I tend to avoid transactions with MP sellers even if it means paying a little more to get from Amazon directly. In my case, this was the only return I had ever processed though and I've spent a few thousand total with amazon over the past few years. I'm sure the need for a return of merchandise is a case by case basis with them.

[MoulinBlu]

Originally Posted by Blu_gun

Amazon told me to keep a $10 DVD rather than return it. It was also for a flat out refund and not an exchange because I accidently ordered the DVD instead of the Blu-ray (DVD had a blue stripe banner on the top and I screwed up). The order was definitely through amazon and not a marketplace seller as I tend to avoid transactions with MP sellers even if it means paying a little more to get from Amazon directly. In my case, this was the only return I had ever processed though and I've spent a few thousand total with amazon over the past few years. I'm sure the need for a return of merchandise is a case by case basis with them.

I hate it when they do that: put a blue strip at the top of a dvd case. I can only assume they're deliberately trying to mislead the consumer.

I also had amazon tell me to keep a book that was from a third-party vendor once, which amazon handled the shipping for. When amazon handles the shipping, any order problems go through them; you can't even find the sellers contact info to let them know of the problem. The book was listed as like-new, but otherwise had no seller description. It arrived with a torn cover (front and back) from a piece of tape that had at some point been wrapped around it - part of the tape was still stuck on the back - a couple torn pages, very heavy wear on the jacket, and a library stamp on the top that had been blacked out with a marker. I told them the items condition was worth maybe half what I paid for it and amazon told me to keep it with full refund.

All of the other times they've made a similar offer to keep with refund, the item was from amazon itself - though a couple times it was from their warehouse deals store.

[Pookymeister]

Originally Posted by Nisei

I'm sending it back, even though I told them return shipping would be $32 (that's $12 more than the value of the book!!!)

Not sure how rates are internationally - but at least in the US Amazon has dirt cheap partner rates with UPS. When you sell with them using their "Fulfilled by Amazon" service you see it first-hand since you use that rate to ship to them. I've sent a box that was like 30x30x30 and weighed 40 lbs for like $7.