Poor Amazon Customer Service - Another Example

[psychopomp1]

I know for a fact that Amazon used to offer a courier collection service for returns (whether faulty or not) irrespective of item size, a year or two ago. But it seems every return these days, no matter how big or small has to be dropped off now. I guess this is to save money, just as they've stopped using Royal Mail Special Delivery (or RM 24hr) services for Prime members and instead use Amazon's own couriers.

I think folks have to make a choice when it comes to buying a large or heavy item: either be willing to pay higher prices elsewhere but have the peace of mind knowing that faulty returns can be collected or buy from Amazon knowing that you're getting rock bottom prices but you will have the inconvenience of taking it to the post office or courier company should you need to return it.

As one small retailer once told me: "sorry we cannot match Amazon's prices, they are box shifters". Nail on the head.

 

[psychopomp1]

Another risk is as Amazon are promoting you to send items back on your own accord, and if that item gets lost, I don't know if the banks would still help you in that scenario under Section 75 or Chargeback.

Well for peace of mind, you insure it for the required amount and send it by a tracked courier service don't you? Cost is irrelevant as Amazon fully refund you even if its a ridiculous amount, provided you keep the receipt as Amazon usually ask to see the shipping costs receipt.

 

[Deleted member 202217]

Currently I have to wait 5-7 working days on an MX vertical mouse that arrived faulty. It was delivered back to them via Hermes on the 2nd. Still waiting. Piss poor really.

 

[Jules Tohpipi]

But it seems every return these days, no matter how big or small has to be dropped off now.

Amazon still offer a Hermes collection option for some items. Did it last week for a faulty item. It's somewhat hidden though. Three returns options were listed on the page (all drop off) but underneath was a small drop-down arrow. Pressing it revealed the Hermes collection option. You print the label, it's collected next working day, and you are refunded moments after the collection driver scans it.

That being said, I've found Amazon's returns to be a hit or miss experience in recent years for faulty goods.

 

[Gaslight]

Well for peace of mind, you insure it for the required amount and send it by a tracked courier service don't you? Cost is irrelevant as Amazon fully refund you even if its a ridiculous amount, provided you keep the receipt as Amazon usually ask to see the shipping costs receipt.

Considering the exclusion lists on the companies they tell you to use, Id be very careful about opting to return anything yourself. Plus, I don't want the hassle, outlay, responsibility. Why would I? I bought in good faith and it was delivered, its faulty, therefore needs to be collected and replaced or refunded.

Parcel Delivery & Courier Services | Prohibited Items | Parcel2Go

The following items (or any item similar in description or content) can not be carried on any service offered by Parcel2Go

www.parcel2go.com

• Electrical Appliances That Are Not Considered White Goods Such As Cameras, Monitors, Computers, All In One Computers, Drones, Lamps, Laptops, Scanners, TV, Projector Or Any Item Similar In Description Or Content.

The item I would have returned, would only be covered for loss only, not damage. See how that works out with Amazon when if recieve a smashed up item, it will go with the automatic 'buyer returned damaged' and a reduced refund would ben issued, and then more hassle to get it reimbursed in full. You may even get your account deleted.


'

 

[psychopomp1]

Currently I have to wait 5-7 working days on an MX vertical mouse that arrived faulty. It was delivered back to them via Hermes on the 2nd. Still waiting. Piss poor really.

Did you not get the option of returning it via Royal Mail (with prepaid shipping) which is quite common for small items? If sending by RM, they usually process the refund the same day.

 

[Deleted member 202217]

Did you not get the option of returning it via Royal Mail (with prepaid shipping) which is quite common for small items? If sending by RM, they usually process the refund the same day.

I was working away, my wife works from home, so the PO wasn't an option this time unfortunately. Had I known the delay in refund, it would have been quicker to wait until I get home.

 

[DJT75]

Always get fantastic CS from Amazon here. I'm forever sending stuff back. The most recent an 11 month old hand pump for car tyres. Started to let out more air than you could get in. Messaged them, they told me the chance to return it expired in Dec 2019 and I told them they're wrong, it's faulty. It was collected and within hours and full refund received within a day.

 

[realfrankturner]

I find Amazon excellent overall, sometimes you have to quote consumer law to them but they rarely argue against anything in my experience.