amazon complaint

alfox

Received this from them recently:
Your Account details have been forwarded to me for a review of order activity. My name is (Text removed by MSE Forum Team) and I represent Executive Customer Relations within Amazon.co.uk.

Our mandate is to address the most acute customer account and order problems, and in this capacity, details of your account have been brought to my attention.

All orders are sent to the delivery address which is selected by the customer. We do appreciate that items may occasionally be lost or damaged in transit and in these instances a replacement may be created. If there is a problem with post being delivered to a specific address, the option exists to specify an alternative.

However, as evidenced in our records, there is a highly irregular amount of refunds created on your account. As a responsible business, we are unable to allow this situation to persist. If the situation does not improve we will have no option but to reconsider our business relationship. We will continue to monitor the orders on a regular basis.
Thank you for your attention to this email.

Regards,
(Text removed by MSE Forum Team)
Executive Customer Relations
Amazon.co.uk

According to our records the spend on your account since 2010 is 3483.80 GBP with Concessions (refunds, replacements, etc.) running at 1718.68 GBP or approximately 49%.

While we understand that problems may occur from time to time. If there is a problem with post being delivered to a specific address, the option exists to specify an alternative.

We will continue to monitor the orders on a regular basis.

Thank you for your attention to this email.
Pointed out that I'd spent over £1765 pounds with them net but it didn't make any difference
.I buy mainly technical goods so I like to asses them myself.

wealdroam

Good to see that Amazon keep an eye on this sort of thing.

OP, do you have a problem with that, or maybe a question for us?

the_lunatic_is_in_my_head

How many orders does that £1700 worth of refunds cover?

neilmcl

Amazon, like any other retailer, can choose to deal with whoever they want. Therefore if they feel, that you're taking the mick by buying goods just to "assess" them and sending them back for refunds then they can, as is their right, refuse to sell to you.

cracklepop

Well they don't have to sell you anything and that seems like a pretty polite way of asking you to stop taking advantage of their (very efficient) returns process.

bod1467

It's also nothing new.

RuthnJasper

As Neil says, Amazon would seem to be within their rights if you are buying items from them, assessing them and returning those that don't meet your requirements. As I understand it, unless the goods are actually faulty or broken upon delivery, Amazon aren't under any obligation to accept returns.

If I was a retailer, I'd be pretty hacked-off if customers repeatedly came in and bought 7 shirts, always returning 6 and asking for a refund after they'd taken them home and examined them.

I think Amazon are being pretty fair here.

Best wishes, OP.

bod1467

RuthnJasper wrote: »

As I understand it, unless the goods are actually faulty or broken upon delivery, Amazon aren't under any obligation to accept returns.

Your understanding is flawed. Distance selling regs say otherwise.

But Amazon still retain the right to decide who they sell to.

RuthnJasper

bod1467 wrote: »

Your understanding is flawed. Distance selling regs say otherwise.

But Amazon still retain the right to decide who they sell to.

... but my flaws are understanding ! Sorry about that OP.

neilmcl

RuthnJasper wrote: »

As Neil says, Amazon would seem to be within their rights if you are buying items from them, assessing them and returning those that don't meet your requirements. As I understand it, unless the goods are actually faulty or broken upon delivery, Amazon aren't under any obligation to accept returns.

If I was a retailer, I'd be pretty hacked-off if customers repeatedly came in and bought 7 shirts, always returning 6 and asking for a refund after they'd taken them home and examined them.

I think Amazon are being pretty fair here.

Best wishes, OP.

That's not really what I said or implied. I'm merely pointing out that Amazon, like any other retailer, can choose to sell to whoever they like, full stop. For customers that they do sell to, however, they ARE obliged to accept returns under the terms of the DSRs.

pinkshoes

What they are saying is that if you EVER return another item, they will close your account.

You may have spent £1756 with them, but you've also caused them a lot of hassle returning so many items, the associated postage costs, admin time etc...

They're a big business and they can pick and choose who they have as customers, so clearly you're on the border of "not their type"!