Amazon email for too many returns

[Josieb1]

Originally Posted by Dr. Drib

Here are two simple questions:

How many returns did you make this year [2015]?
How many returns did you make last year [2014]?

Once we get an answer to these questions, then we can contribute meaningful and knowledgeable OPINIONS regarding this issue.

Hubbys working through our orders this weekend. We do have quite a few returns but then we have 100's of orders. The first thing hubby said was 'we are a no value customer to them' as most of our digital orders are free books. We don't buy high value stuff anymore, and the only things that get returned are faulty or not fit for purpose (like cases that don't fit).

The bottom line is we will no longer order anything that has a remote chance of needing to be returned, so orders will stick to CD's, DVD's books etc. One thing I won't do is order any more Kindle ereaders or Fire Tablets. we can't be linked any closer to Amazon any more.

[Josieb1]

One thing that seems to be quite clear is that if you need to return anything to Amazon it doesn't matter why. Even if they replace a faulty Kindle Fire (which I my case they did in May) its still classed as a refund and still counted against you.

If we knew what they based it on it would be easier to understand. For anyone who is interested here is the full email. It's not even addressed to us by name

Hello,

Your Account details have been forwarded to me for a review of your order activity. A careful review of your account reflects that you've ordered with us a number of times, but that your orders are frequently returned or refunded.

Through the normal course of business, the occasional problem is inevitable. We do appreciate that items may occasionally be delayed, damaged in transit, or unsuitable for their intended purposes and in these instances, returns may be required. If there is a problem delivering post to a specific address, you may wish to specify an alternative.

However, we have noticed that the volume of refunds on your account is unusually high. When this type of activity comes to our attention, it is evaluated on a case-by-case basis. We value your custom and want to work with you to resolve any issues you might be experiencing with our service, so that we can ensure future orders arrive without incident.

In most cases like this, we can identify the problems and improve the situation for the customer. We remind you that according to our terms and conditions of use, inappropriate use of your account could lead to its closure.

Failure to comply with our policies may result in the removal of your Amazon.co.uk buying privileges/both your Amazon.co.uk buying and selling privileges

If you received this message in error or would like to clarify the order activity, please contact us directly at cis@amazon.co.uk.

Thank you for your attention to this email.

Regards,

Account Specialist
Amazon.co.uk

[AkiraReader]

Originally Posted by Josieb1

We value your custom

They wrote "we value your custom"? I'd look at the headers of that email to see if it's legit, especially since it's not addressed directly to you.

[Josieb1]

Originally Posted by AkiraReader

They wrote "we value your custom"? I'd look at the headers of that email to see if it's legit, especially since it's not addressed directly to you.

It is a legit email, we have had two replies since the original email both basicly saying the same thing. The replies are to my emails trying to get information, which they won't provide. It's not as if it contains a link to go anywhere or to add infomation its simply the way Amazon emails are written now as none of the customer services are based in Europe, and English is not their first language.

I wish it was a spam email tbh but its not.

[aceflor]

Josie, I never received those emails but I had a series of mishaps with amazon.fr last summer. I wrote directly to Jeff Bezos (jeff@amazon.com) and received a phone call from the French CS Director (in France btw, so there are amazon CS in Europe) the very next day, which was a Saturday.
He really took the time to discuss everything through with me, the talk was extremely positive and not only did amazon keep their promise to clear everything to my full satisfaction, but they also send me a voucher on top (and a funny message regarding one of the products I ordered).

So I would suggest emailing Jeff. He will pass it on very quickly to the UK CS manager and they will contact you per phone so you can clear the situation or at least understand what it is all about.

If you have indeed cost them more than you have made business with them, then it seems normal to me that they would ask you to be more careful in the future. As customers we might not like it, but as stakeholders we would never put money in a company that loses money, would we ? It is not an amazon related problem, it's business and economics 101.

[Philzilla]

It's about you returning to much stuff, and Amazon doesn't want to deal with it anymore. Simple and not unusual.

[eschwartz]

Originally Posted by AkiraReader

They wrote "we value your custom"? I'd look at the headers of that email to see if it's legit, especially since it's not addressed directly to you.

What is wrong with the phrase "We value your custom"?

Do you think the average spammer has better diction than the people who write form letters for Amazon (and thus, instances of advanced English are a red flag for spam)?
Or do you simply feel that "patronage" is somehow more formal and therefore should've been used instead?

[Josieb1]

Originally Posted by Philzilla

It's about you returning to much stuff, and Amazon doesn't want to deal with it anymore. Simple and not unusual.

Thanks for blunt and simplistic assessment. I guess I should be grateful I got to page 2 of this thread before such a comment was posted.I'll remember that should I be unlucky enough to get a damaged or faulty item from.Amazon again.

[FizzyWater]

Originally Posted by eschwartz

What is wrong with the phrase "We value your custom"?

Do you think the average spammer has better diction than the people who write form letters for Amazon (and thus, instances of advanced English are a red flag for spam)?
Or do you simply feel that "patronage" is somehow more formal and therefore should've been used instead?

Maybe the poster is from the States? When I read that, I thought it sounded like British English - then I noticed that Josieb1 is from the UK. I wouldn't call that common usage here (in the US). Just a guess.

[rhadin]

In U.S. English, it would be "We value your business," not "We value your custom." In U.S. English, "custom" meaning "business" is a third-level definition, which means that although it is proper it is not the usual or expected meaning. I suspect that most Americans would not equate "custom" with "business."

[stupidhaiku]

The email says the refund percentage was too high. Were there a lot of returns that weren't replacements? Not judging, just asking.

We've always had great experiences with Amazon support. Try calling Amazon support and asking to talk to a manager. Not a supervisor, a manager. Frequently they'll transfer you to a supervisor. Ask if the person you're speaking to is a manager and insist they transfer you to one unless they can say "yes, I'm a manager." (This is typical call center practice.) Get the manager's name and ask for the call reference #.

[Terisa de morgan]

As I recall, none has has a great experience with Amazon support with this kind of mail. I've read some messages like this at this board, and I don't recall if anybody has got a real answer.

[Josieb1]

Originally Posted by stupidhaiku

The email says the refund percentage was too high. Were there a lot of returns that weren't replacements? Not judging, just asking.

We've always had great experiences with Amazon support. Try calling Amazon support and asking to talk to a manager. Not a supervisor, a manager. Frequently they'll transfer you to a supervisor. Ask if the person you're speaking to is a manager and insist they transfer you to one unless they can say "yes, I'm a manager." (This is typical call center practice.) Get the manager's name and ask for the call reference #.

Its about 50/50 on refunds and replacements. We did have a HDX 8.9 replaced under warrenty in May, that was a high priced item. We can't speak to anyone about it. I've sent two emails and had standard replies.

I view the letter as a threat, it says basicly stop returning (for any reason) or we will do something to your account. I don't know what 'it' would be but obviously I don't want it closed as we have three Fires, two Kindle ereaders and two Fire sticks, plus Prime membership. Its very scary as they have all the power and the customer has none. If it was any other retailer it wouldn't matter but Amazon is so big now and by selling devices that tap straight into Amazon they have all the cards.

I couldn't even use Collections on the ereaders unless the kindle are registered to an Amazon account.

[Rizla]

How many returns have you made in the last 12 months?

[Cinisajoy]

Originally Posted by Josieb1

Its about 50/50 on refunds and replacements. We did have a HDX 8.9 replaced under warrenty in May, that was a high priced item. We can't speak to anyone about it. I've sent two emails and had standard replies.

I view the letter as a threat, it says basicly stop returning (for any reason) or we will do something to your account. I don't know what 'it' would be but obviously I don't want it closed as we have three Fires, two Kindle ereaders and two Fire sticks, plus Prime membership. Its very scary as they have all the power and the customer has none. If it was any other retailer it wouldn't matter but Amazon is so big now and by selling devices that tap straight into Amazon they have all the cards.

I couldn't even use Collections on the ereaders unless the kindle are registered to an Amazon account.

Have you emailed Jeff Bezos yet? Someone up thread did and actually got results.
Please try that before saying there is nothing you can do.
Also please tell us exactly how many returns you had.
Was it 2, 3, 10, 50?
Or how many orders and how many returns?