Amazon.com Customer Service....**UPDATE**

[kristenrice]

I've heard they have the best customer service in the world, but right now I am feeling frustrated.

Yesterday morning, I had 15 minutes before work to try and do some quick shopping. I hopped on Amazon.com and saw a lightning deal for a watch for DH. It was listed at $107.xx with more than 20 minutes remaining. I put it in my cart and added a few more items. When I went to checkout, the message about having 14 minutes left for the lightning deal was on the top of the page so I knew I was still OK. I proceeded through the checkout and it asked me if I wanted to apply my $6x.xx in promotional credit. Since this number was almost the same amount that I have in available Discover card rewards (which I did NOT want to use), I said no. I completed the checkout (quickly, since I was running late for work) and never really took a close look at the total.

That afternoon, I had a chance to check my e-mail and found out that the watch had shipped...and I was charged $170+ for it. I quickly got on the phone. The first person I talked to said that she could not help because the item in question is over $150 so she'd have to transfer me to another department. That person tried to tell me that the watch was not even offered as a lightning deal. I got nowhere, and since I was at work, I had to end the call because a 911 call came in. (I am a paramedic who was working on the ambulance at the time) I told them I would call back tomorrow to get it resolved.

This morning, I got an e-mail that said I should have accepted the promotional credit because that was the lightning deal discount. OK, now I get it...it was my mistake. They went on to say that because I did order during the timeframe that the watch was offered as a lightning deal, they would grant me a one-time exception and refund the difference. All I have to do is click on the link and tell them the exact price of the lightning deal. The link sent me to the generic "Help" page. Of course, I have no idea what the *exact* price was...somewhere between $107 and $108, but I don't know *exactly*. I am confused as to why they don't have the ability to find out what the price was. Surely they sold a few during the deal so you'd think they would have a record somewhere.

At this point, I would be happy with one of two things: either a refund of the difference (either to my credit card or even an Amazon credit would be fine), or the ability to return the watch for a refund without having to pay the return shipping. If they can't find the deal price, I am fine with them calling it $110 and refunding me $60. I don't think I am being too unreasonable, am I? I'm not even sure what the return shipping will cost me but if it's less than $10, I would pay it and consider it a lesson learned.

Let me clarify something too...I am *NOT* angry, mad or fed up with Amazon. I'm merely frustrated because of the multiple contacts I have had to make and still have not had the problem resolved. I guess it seems like a simple "Yes we can accommodate you" or "Nope, sorry, you're stuck" would suffice. I'm not sure why it has taken three different people (2 calls and now an e-mail) and we still have not come to a resolution.

Thanks for letting me vent a little...

 

[Egdisney]

I am pretty sure that you can return items to Amazon without paying return shipping. The only item I have ever returned is a dysfunctional kindle , so I am not positive.

 

[kristenrice]

I got on the online chat instead of trying to talk on the phone. Chris looked up my order and within minutes, he told me that they would issue a credit back to my credit card to make the price $107 even. It literally took him less than 5 minutes to get this taken care of. Why couldn't they do this yesterday when I was on the phone for over 20 minutes with two different people? Oh well, I don't care....I am happy that DH is getting his gift and that I got it at a price I can afford. Amazon has won me over again.

 

[lost*in*cyberspace]

I am pretty sure that you can return items to Amazon without paying return shipping. The only item I have ever returned is a dysfunctional kindle , so I am not positive.

No. They pay for return shipping only if a return is for a defective item. Otherwise, the shipping cost is deducted from your refund.

 

[LynnTH]

I love Amazon. I bought 2 Kindle Fires a few months ago when they had a coupon for 20% off refurbished Kindle's. So, bought 1 for my Dad and my Daughter. Well, I was bringing my DD's downstairs on Friday to put in the case I had bought and it fell right out of my hands onto the wood floor. It looked OK - but when I turned it on - it was all messed up. So, I googled to see if they could be fixed or if I could find another cheap one. I ended up calling Amazon to see if anything could be done to fix it or maybe they could sell me another one at the same price. I told them exactly what happened. The guy on the phone put me on hold for a few minutes and came back and he had entered an order for a replacement to be sent to me no charge since I had been a good customer. I was nearly in tears I was so happy. The new Kindle was there on Monday morning. I think they have awesome customer service and will definitely be using them more.

 

[robsmom]

No. They pay for return shipping only if a return is for a defective item. Otherwise, the shipping cost is deducted from your refund.

Not true. I have a returned a few items recently and have never had shipping deducted. I do have prime so maybe that is relevant?

 

[FlyingBelle]

I've learned with Amazon to keep your cool and keep asking (not demanding).

Over the summer I bought a garden trellis that fell apart because it couldn't support the weight of my small clematis. I emailed them and attached a photo. They refunded me the entire cost and I didn't have to send it back.

A few weeks ago I bought a VTech toy on Amazon for DD. I wanted one in another color for DS, but it was $20 more on Amazon. I found an online deal at Walmart.com on Thanksgiving day, and Walmart.com offered me a 2-year extended warranty because the manufacturer warranty was only 3 months. I contacted VTech and Amazon to see if they would offer an extended warranty for the one I bought DD - VTech told me to contact Amazon. Amazon gave me confusing information. After a few back-and forth emails, they gave me a full refund for the toy and told me I didn't have to return it. All I was looking for was to see if I could get an extended warranty!

Have to say I'm very impressed with Amazon right now. The exceeded my expectations in both cases.

 

[Ginny Favers]

Amazon did something similar to me. I bought a book and awhile later found a 30% off coupon. I emailed them asking if I could apply the coupon retroactively, and they sent me a credit almost immediately.

 

[lost*in*cyberspace]

Not true. I have a returned a few items recently and have never had shipping deducted. I do have prime so maybe that is relevant?

Not relevant.

What I posted was correct:

http://www.amazon.com/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&nodeId=200572810

Return Shipping Costs
If you return an item using the return label provided in the Online Returns Center, and the reason for return is not a result of an Amazon.com error, the cost of return shipping will be deducted from your refund. If you choose the U.S. Postal Service option, the amount that will be deducted from your refund is displayed. If you choose the self return option, you'll pay the cost charged by the carrier selected.

For more information about refunds and refund amounts, go to About Refunds.

 

[bumbershoot]

Op I bet you were one of a slew of those problems and they were still trying to figure out what had happened when you first called. I did a couple lightning deals and didn't have to accept a promo like that. I think that's something odd going on and it just took them a day to work it out.

 

[wenrob]

Not relevant.

What I posted was correct:

http://www.amazon.com/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&nodeId=200572810

Return Shipping Costs
If you return an item using the return label provided in the Online Returns Center, and the reason for return is not a result of an Amazon.com error, the cost of return shipping will be deducted from your refund. If you choose the U.S. Postal Service option, the amount that will be deducted from your refund is displayed. If you choose the self return option, you'll pay the cost charged by the carrier selected.

For more information about refunds and refund amounts, go to About Refunds.

That may be the policy but it is not the norm for them to deduct the cost of return shipping. Depending on the option you choose when you select to return at least half the reasons provided they pick up the cost. I use Amazon a LOT (my UPS man waves to me when we pass on other streets, lol) and I've only ever had them deduct for a return maybe twice in years of using them. Don't get me wrong, I fully expect to pay for a return, they just don't normally charge me for it.

OP could've easily just refused the package and wouldn't have had to pay shipping back, though a refund may have taken longer that way.

I have received one or two duds in all the years of Amazon CS but overall they're the best out there.

 

[wunkmom]

love a live chat on any website. the best CS reps are always on chat.

 

[Jaime4004]

That may be the policy but it is not the norm for them to deduct the cost of return shipping. Depending on the option you choose when you select to return at least half the reasons provided they pick up the cost. I use Amazon a LOT (my UPS man waves to me when we pass on other streets, lol) and I've only ever had them deduct for a return maybe twice in years of using them. Don't get me wrong, I fully expect to pay for a return, they just don't normally charge me for it.

OP could've easily just refused the package and wouldn't have had to pay shipping back, though a refund may have taken longer that way.

I have received one or two duds in all the years of Amazon CS but overall they're the best out there.

Yep, definitely not the norm. Probably just their to cover themselves against the problem customers. I've returned a few things and never had to pay shipping. We are big amazon shoppers, most of christmas was due to amazon.

 

[wenrob]

Yep, definitely not the norm. Probably just their to cover themselves against the problem customers. I've returned a few things and never had to pay shipping. We are big amazon shoppers, most of christmas was due to amazon.

Up until a few days ago when I began organizing and wrapping my bedroom closet looked like an Amazon warehouse!

 

[Jaime4004]

Up until a few days ago when I began organizing and wrapping my bedroom closet looked like an Amazon warehouse!

that's pretty much what my basement looks like. Nice and neat in amazon boxes. I'm in denial that I actually have to open the nice, organized boxes, then wrap it all. And they often ship one thing in a large box so it looks more impressive, until you take out everything. The best was a huge box for one DVD.

 

[yoopermom]

that's pretty much what my basement looks like. Nice and neat in amazon boxes. I'm in denial that I actually have to open the nice, organized boxes, then wrap it all. And they often ship one thing in a large box so it looks more impressive, until you take out everything. The best was a huge box for one DVD.

Just do like my SM does, and wrap everything directly in the Amazon box that it came in without opening it! Costs her a bit more in gift wrap, but sure saves on time, plus it's nicely packaged for the long drive home that most of us have to make. She checks "gift" so no price sheet comes in the box, and she's good to go! (She does get mad when they send more than one item in a box though...)

I love me my Amazon, too !

Terri

 

[lisa6373]

Not relevant.

What I posted was correct:

http://www.amazon.com/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&nodeId=200572810

Return Shipping Costs
If you return an item using the return label provided in the Online Returns Center, and the reason for return is not a result of an Amazon.com error, the cost of return shipping will be deducted from your refund. If you choose the U.S. Postal Service option, the amount that will be deducted from your refund is displayed. If you choose the self return option, you'll pay the cost charged by the carrier selected.

For more information about refunds and refund amounts, go to About Refunds.

I have had return shipping deducted from a return on more than one occassion. It's determined based on what you select as the return reason. I'm assuming that if you select "defective" even if it's not, Amazon would not deduct shipping costs. I've always been honest about my reason for return.