Amazon closing account when most needed

BlueAngelCV

Annabee wrote: »

I think the OP is being given a hard time here! This is supposed to be a site for the consumer after all.

OK, a 10% return rate is relatively high, but it is obviously not 'a large majority' as Amazon state in their very odd e-mail.

The OP seems to have had problems with couriers, which have increased his/her return rate, and this is a perfectly reasonable explanation.

I think the wording of Amazon's e-mail is very arrogant. OK they have the right to refuse custom as they choose, but they are displaying a bad attitude, and seem to think that the Distance Selling Regulations do not apply to them. The e-mail gives the impression of accusing the OP of something, without clearly stating what, and it seems very unfair.

I have to say that I completely agree with Anabee. It really doesn't sound like the OP has been taken the **** and Amazon's email is IMO quite rude and also factually incorrect (a large majority).

I actually don't think 20 out of 200 is that high. The DSRs give you the right to return items so unless Amazon think fraud is being committed I think that it's unreasonable to block the OP because he is returning items under DSRs.

Nilrem

The DSR gives you the right to return items, but retailers also have the right to decide that someone is costing them money and is not worth having as a customer.

The DSR is in theory a great thing for consumers, but some consumers extract the urine using it instead of doing basic research (or even as a "free loan" when they need something for a few days*).

Even just a 10% returns rate (which to me is very high) probably kills any profit Amazon made out of the OP, as normally stuff that has been opened cannot be resold as new (at least not without people getting upset), so has to be sold at a lower price.
Given that the margins on a lot of stuff Amazon sell is likely quite low already, it's probbably costing them with a 10% rate.

As I think I said in a previous post, I don't think I've returned 20 items in the past 5 years and several hundred orders from various retailers, as I tend to do the research first and not leave things till the last minute for a known event (exams etc).

There is a point where a customer is costing more than they are worth for a company to do business with, it sounds like the op reached that point.


*One of the reasons so few of the retailers that used to offer a returns period on the highstreet still do, as some people took the mickey (and why the likes of Argos have exemptions for some items).

Techhead_2

BlueAngelCV wrote: »

I have to say that I completely agree with Anabee. It really doesn't sound like the OP has been taken the **** and Amazon's email is IMO quite rude and also factually incorrect (a large majority).

I actually don't think 20 out of 200 is that high. The DSRs give you the right to return items so unless Amazon think fraud is being committed I think that it's unreasonable to block the OP because he is returning items under DSRs.

We established quite early on in the thread that it was 20 items returned plus lots of replacements. So therefore 10% is a minimum. The actual percentage is going to be " lots " to use the language of the OP

When you take into account the OP's descriptions of multiple accounts and their buying habits, it'squite clear that this is unusual and I wouldn't be surprised if any retailer would find it unsustainable.

And yes the DSR gives the right to return, however there is no right to be a customer in the first place.

mjm3346

If I had problems with 1 out of every 10 items I would be shopping elsewhere anyway.

Takeaway_Addict

mjm3346 wrote: »

If I had problems with 1 out of every 10 items I would be shopping elsewhere anyway.

And where you purchased from originally would most likely be happy to see you go...

Dubs99

Does anyone know anything more about this issue - I filed for a lost item last month with amazon (Latest vestion of norton security) for the first time in several years, they asked for me to wait 2 days and let them know if it had not arrived. It then turned up but I forgot to respond to them saying it was here - no extra copy arrived so thought no more of it.

Tried to login to my account yesterday and can't access it, emailed customer services and they claim they have no record of my account - one I have used for last few years. Can't think of any reason why it would not be on their records unless its been deleted/banned and wondered if anyone else might have had a similar situation?

bazster

Dubs99 wrote: »

Does anyone know anything more about this issue - I filed for a lost item last month with amazon (Latest vestion of norton security) for the first time in several years, they asked for me to wait 2 days and let them know if it had not arrived. It then turned up but I forgot to respond to them saying it was here - no extra copy arrived so thought no more of it.

Tried to login to my account yesterday and can't access it, emailed customer services and they claim they have no record of my account - one I have used for last few years. Can't think of any reason why it would not be on their records unless its been deleted/banned and wondered if anyone else might have had a similar situation?

I believe that the wait-and-see response is their standard practice with small items that are sent regular post, I went through the same thing with a CD I ordered (it never did arrive and they replaced it).

Are you quite sure that you haven't simply got muddled as to which email address you use to log on to Amazon?

bazster

Ten % returns plus "lots" of replacements does seem very high indeed. I shop with Amazon a hell of a lot (including, often, for much higher-priced items than the OP is talking about) and I've only ever made one return, and had one item replaced due to lost in the post.

fluffnutter

I think the nature of the items might be pertinent too. Whilst Amazon now sells pretty much anything, its initial market was very much books and then music/DVDs too. I can understand why clothes have a big return rate (they don't fit or they make you look like a hag) but if you're returning lots of books (as the OP is I believe) or music then the reasons for doing so could be viewed as suspect.

What's to stop you copying the bits of the book you want, or reading it before returning? What's to stop you ripping that CD before you evoke your rights under the DSR?

There are some things that, on inspection, I'd deem to be not suitable or not what I thought they'd be or some other genuine reason for return. Books and CDs don't really fall into this category for me. Do your research first.

bazster

fluffnutter wrote: »

I think the nature of the items might be pertinent too. Whilst Amazon now sells pretty much anything, its initial market was very much books and then music/DVDs too. I can understand why clothes have a big return rate (they don't fit or they make you look like a hag) but if you're returning lots of books (as the OP is I believe) or music then the reasons for doing so could be viewed as suspect.

What's to stop you copying the bits of the book you want, or reading it before returning? What's to stop you ripping that CD before you evoke your rights under the DSR?

There are some things that, on inspection, I'd deem to be not suitable or not what I thought they'd be or some other genuine reason for return. Books and CDs don't really fall into this category for me. Do your research first.

Is it not the case that digital media, once opened, are no longer subject to the DSR right-to-return unless faulty?