Amazon charged $22.80 re-stocking fee for returning $114 Kindle with Special Offer

[ovaldisk]

I bought the $114 Kindle with Special Offers directly from Amazon.com.

It was taken out of the box and used for maybe 1 hour total. The device was never registered and never connected to any Wi-Fi network.

When I read the other thread here about Best Buy's sale on the Kindle 3G with Special Offer for $139, I decided to get that one instead. With the free $30 Best Buy gift card offer, it was essentially only $109 and comes with free 3G.

Well... I shipped the $114 Kindle back to Amazon and paid for return shipping by myself. The the after Amazon received it back, they sent me an email telling me a refund had been processed. However, it was not the full $114. They charged me $22.80 restocking fee. This is what it showed in the email: "Partial Refund Deduction: ($22.80)"

I returned the Kindle in prinstine condition and even wiped clean my fingerprints. The Kindle, USB cord, small manual, were all in the box. I always take a picture of the items inside the box before I ship it out, just in case.

So, I called Amazon and they told me there was nothing they could do. The Kindle box was opened, so they had to charge me the $22.80. (which is 20 percent of the $114) I've been a loyal Amazon Prime customer for 4 or 5 years and during all that time, I've only returned 6 items, which resulted in a total of $97.52 in refunds. (out of the 142 orders I've ever placed during those years) I keep details or every order in a spreadsheet.

I still cannot believe they charged me 20 percent re-stocking fee. I called again a couple of hours later and spoke to another customer service rep, who was very sympathetic, but couldn't do anything about the re-stocking fee. I decided to give it one last try and this time got a customer service rep who looked into my past orders... a minute later, she offered to add a $15 gift balance to my account, good for my next Amazon.com purchase. I accepted it because it was good enough.

Is this re-stocking fee unique to Kindle returns? Or is this how Amazon handle returns these days? Like I said, I almost never return anything to Amazon.

[AZImmortal]

I had the exact same thing happen to me when I returned my KSO wifi to buy the 3G version. It was the only item that I had ever returned to Amazon though so I don't know if this restocking fee is common.

[wallcraft]

This seems to be a secret return policy. From Amazon's Kindle Return Policies:

You can return any Kindle you purchased directly from Amazon.com for a full refund within 30 days of the day you received it as long as it is in new condition

and

Prepare Kindle for shipping: Please place your Kindle in the original packaging. You may still return the Kindle if the box has been opened. It is not necessary to include the manual or accessories.

I don't see anything about "open boxes", and you should only have to pay for the return shipping.

[lestatar]

Hmmm, I am kinda torn on this.

On the one hand, the restocking fee sounds extremely high, especially when one considers that Amazon can immediately refurbish and then re-sell most units like this.

But then again, Amazon's Kindle CS has been extraordinary in terms of replacing [and paying for all shipping costs] damaged Kindles, even those that occur outside of normal warranty considerations [lots of stories of "Ooops, I dropped my Kindle" but Amazon replaced for free anyway].

In the end, Amazon is a business and like any other, must find ways to make their business model and policies work, economically.

@OP, you basically got a 15USD gift certificate from Amazon, offsetting around 2/3 of the restocking fee. Not so bad, considering that you returned the device when there was nothing wrong with it in the first place.

Just my 2cents, FWIW...
-les

EDIT:
Interesting, I was not aware of the info in wallcraft's post. Could change my own perspective on this a bit, especially if the "open box"/restocking fee policy is not explicitly made clear...

[afv011]

Originally Posted by ovaldisk

I bought the $114 Kindle with Special Offers directly from Amazon.com.

It was taken out of the box and used for maybe 1 hour total. The device was never registered and never connected to any Wi-Fi network.

When I read the other thread here about Best Buy's sale on the Kindle 3G with Special Offer for $139, I decided to get that one instead. With the free $30 Best Buy gift card offer, it was essentially only $109 and comes with free 3G.

Well... I shipped the $114 Kindle back to Amazon and paid for return shipping by myself. The the after Amazon received it back, they sent me an email telling me a refund had been processed. However, it was not the full $114. They charged me $22.80 restocking fee. This is what it showed in the email: "Partial Refund Deduction: ($22.80)"

I returned the Kindle in prinstine condition and even wiped clean my fingerprints. The Kindle, USB cord, small manual, were all in the box. I always take a picture of the items inside the box before I ship it out, just in case.

So, I called Amazon and they told me there was nothing they could do. The Kindle box was opened, so they had to charge me the $22.80. (which is 20 percent of the $114) I've been a loyal Amazon Prime customer for 4 or 5 years and during all that time, I've only returned 6 items, which resulted in a total of $97.52 in refunds. (out of the 142 orders I've ever placed during those years) I keep details or every order in a spreadsheet.

I still cannot believe they charged me 20 percent re-stocking fee. I called again a couple of hours later and spoke to another customer service rep, who was very sympathetic, but couldn't do anything about the re-stocking fee. I decided to give it one last try and this time got a customer service rep who looked into my past orders... a minute later, she offered to add a $15 gift balance to my account, good for my next Amazon.com purchase. I accepted it because it was good enough.

Is this re-stocking fee unique to Kindle returns? Or is this how Amazon handle returns these days? Like I said, I almost never return anything to Amazon.

I may get flamed here, but I would blame that on people buying multiple devices at once while intending to keep just one. Once returned the device cannot be sold as new. Stores have to recover that money somehow.

Edit: not implying that the OP practices this.

[abookreader]

never heard of that happening before - were you still within the 30 day return period?

[TimW]

Originally Posted by abookreader

never heard of that happening before - were you still within the 30 day return period?

That's the only time I recall hearing of Amazon charging a restock fee for a Kindle. Last year, when the graphite DXs came out, there were posts on the Amazon boards that Amazon was accepting returns of 30-90 day older model DXs for a 20% restock fee. Then, the customer repurchased the cheaper graphite DXs and they broke even on price. I've not seen a single new post about this on Amazon's forum.

[odiakkoh]

Originally Posted by afv011

I may get flamed here, but I would blame that on people buying multiple devices at once while intending to keep just one.

Whats the point to someone doing that?

[Bookworm_Girl]

Here is Amazon's general return policy:
http://www.amazon.com/gp/help/custom...Id=901926#calc

Seems like maybe they applied the 20% restocking fee if perhaps you were outside of the 30 day window?

Calculating Refund Amounts
The following conditions and exceptions apply, as do those listed on the Product Specific Policies pages.

Partial refunds/Restocking Fees
Any unopened media item or non-media item in original condition that is returned more than 30 days after delivery: 80% of item's price.
Any book that has obvious signs of use: 50% of item's price.
Any CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened (taken out of its plastic wrap): 50% of item's price.
Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error: up to 50% of item's price
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 our error, the cost of return shipping will be deducted from your refund. Below is an example of the options you'll see in the Returns Center. 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.

[libdude]

Originally Posted by Bookworm_Girl

Seems like maybe they applied the 20% restocking fee if perhaps you were outside of the 30 day window?

However, here's a link to the specific return policies for Kindle.

http://www.amazon.com/gp/help/custom...deId=200144510

It says,
"Returning Kindle
You can return any Kindle you purchased directly from Amazon.com for a full refund within 30 days of the day you received it as long as it is in new condition and in accordance with our return policy. Your Kindle is not eligible for return and refund after the 30-day return period has expired."


So, I don't know where the only 80% refund would come from in this case. Unless it was past 30-days and they were just being nice by not sticking to their policy of, "Your Kindle is not eligible for return and refund after the 30-day return period has expired."

[RainingLemur]

That seems kind of high.

[Bookworm_Girl]

Originally Posted by libdude

However, here's a link to the specific return policies for Kindle.

http://www.amazon.com/gp/help/custom...deId=200144510

It says,
"Returning Kindle
You can return any Kindle you purchased directly from Amazon.com for a full refund within 30 days of the day you received it as long as it is in new condition and in accordance with our return policy. Your Kindle is not eligible for return and refund after the 30-day return period has expired."

So, I don't know where the only 80% refund would come from in this case. Unless it was past 30-days and they were just being nice by not sticking to their policy of, "Your Kindle is not eligible for return and refund after the 30-day return period has expired."

"And in accordance with our return policy" hyperlinks to a page from which you can get to the restocking fees that I found. I do agree though. Perhaps they think they are being generous by allowing someone an 80% refund in that case instead of calling it a 20% restocking fee.

I don't care if companies charge a restocking fee as a business practice. I generally will go elsewhere if there is an option and the price is comparable. I just think those policies should be very clearly specified.

[ovaldisk]

Originally Posted by Bookworm_Girl

Seems like maybe they applied the 20% restocking fee if perhaps you were outside of the 30 day window?

It was returned to Amazon a week after I received it...


The customer service rep told me that I was charged 20% re-stocking fee because the original box of the Kindle was opened. (the box can only be opened by pulling off a long tab and cannot be restored to a "new" box state)

I should have told them that the Kindle had a defect, which it did. The power on/off slide was loose and it usually took several slides to turn it on or off. I didn't bother telling them about the defect when I went to their website to get the RMA. I shipped it on my own dime because I wanted to get a refund faster... I figured they would give me a full refund anyway. (plus the fact that I was planning to buy the KSO 3G from Best Buy)

Oh well....

[exscentric]

I've run across 15% restocking elsewhere, never any at Amazon. Must be something new. I got one few months ago and wasn't overly impressed to returned it on their dime and nothing said.

Maybe the box was damaged or something didn't get included in the return would get a restocking - don't know.

[Bookworm_Girl]

Originally Posted by ovaldisk

It was returned to Amazon a week after I received it...

Well, the fee seems contrary to their policy then, and I would be upset too. At least they gave you some of the money back. Thanks for posting so at least other people are aware of the possibility.