Amazon email for too many returns

[Josieb1]

I returned a kindle handbag that had the whole inside zipped section machined up so it basically didn't exist. It was a manufacturing issue. I guess I should have kept it. Wasted nearly £50 on a handbag that wasn't properly functional.

[DiapDealer]

I think it's a huge discredit to those who may disagree with josieb in this case to be labeled as Amazon Lovers or persecutors. Surely polite disagreement is possible? It's what I've attempted to do, afterall. I personally would consider her rate of return to be excessive wherever she was buying from. I don't want her tossed in a river, nor do I own a "Bible of Bezos." I simply think a return rate of 25% is very high, and that any business would be well within their right to take notice/action in such cases. That is all.

[Josieb1]

Originally Posted by DiapDealer

I think it's a huge discredit to those who may disagree with josieb in this case to be labeled as Amazon Lovers or persecutors. Surely polite disagreement is possible? It's what I've attempted to do, afterall. I personally would consider her rate of return to be excessive wherever she was buying from. I don't want her tossed in a river, nor do I own a "Bible of Bezos." I simply think a return rate of 25% is very high, and that any business would be well within their right to take notice/action in such cases. That is all.

Actually our returns over the last year was 16 items out of 103 physical purchases, it was just more concentrated over the summer which is when i estimated the earlier figures (I did say they were for the last six month's) as I had a separate record of those

Order wise I think we placed approx 260 orders including digital orders, that's why it took hubby a few days to compile it all. Unlike the .com site the UK site does NOT have the ability to download order history.

[JoHunt]

Originally Posted by Josieb1

Nobody is looking at the reasons for the returns if they where then I wouldn't have the letter in the first place.

Josie, I think the issue is that Amazon's hundreds of millions of worldwide customers are buying the same stuff, but not returning it at a rate that would cause that sort of email to be sent, no matter what the reason for the return.

It's nothing personal - Amazon just looks at numbers, which is all that can be expected from a mega online retailer. They probably only monitor refunds of their own products and let most everything else be returned without any interference.

[pdurrant]

Originally Posted by JoHunt

but not returning it at a rate of 25%, no matter what the reason.

Or even 15%.

[Cinisajoy]

Josie,
No one is trying to insult you. Several companies have a policy of only a certain percentage of returns. Most just say ok if you buy this you cannot return it after the person has returned too many items.

Now as to your comment about Amazon reading this forum, yes it is entirely possible if this is a public forum. Can a mod please confirm or deny this?

One last little thing. It is not personal, it is just a business decision.

Oh and there is no way, I would buy certain clothes from Amazon as I wouldn't want to go through the hassle of returns.

Originally Posted by DiapDealer

I think it's a huge discredit to those who may disagree with josieb in this case to be labeled as Amazon Lovers or persecutors. Surely polite disagreement is possible? It's what I've attempted to do, afterall. I personally would consider her rate of return to be excessive wherever she was buying from. I don't want her tossed in a river, nor do I own a "Bible of Bezos." I simply think a return rate of 25% is very high, and that any business would be well within their right to take notice/action in such cases. That is all.

I agree. A return rate of 25% is WAY TOO high. Retail stores in my area have long since cracked down on frequent returners. In the USA many people love to go exchange Christmas presents for things they actually want or need. Stores used to accommodate them in this practice, but with greater competition and lower profits they had to start cracking down on those who returned and/or exchanged too many items. They started keeping a database that various retail giants contributed too, and if your name came up as an abuser then they refused to take a non-defective item back. But again, it was the people who had grossly excessive return rates like 25% that made the list. I like Josie and I hate to see her go through this, but if you play with fire too often, expect to get burned. I do think that defective items, or the incorrect or mislabeled items, or even opened items, should not count as a return/exchange though.

Originally Posted by sparklemotion

In fairness to Josie, there were a lot of problems with the earlier Kindle Paperwhites for some of us. I was on those threads a lot as I was someone who had issues and I never saw any bragging going on. Why would someone brag over such a thing? We were all quite frustrated at not being able to get one without issues.




This is true. I myself returned quite a few. Five, I believe. Maybe I didn't get flagged for returns because I was working with one particular "kindle specialist"? He contacted me after I left a negative review on Amazon and tried to help me sort the issue. He was the one continually asking me to try another one after each had the same problem. He also continued to call me back after each new device was received. So maybe that was the difference in my case?

I know some of you side with Amazon, but I personally don't like the way Amazon handles this issue. How they won't allow a person who receives this letter to talk to anyone about it. Of course Amazon has a right to decide what they consider too many returns, but shutting a person out from discussing any details is an odd (and wrong) way to handle it, imo.

I agree with this. I returned several PW1s and PW2s, lost count a long time ago, took a beating from posters herein for daring to point out wonky screens, but I too talked with CS reps for each return/exchange. Ultimately I did not keep any of the 5 or so PWs I tried over the first two years they were out. I did keep my first, and only, Voyage though as they finally got it right. Talking with CS reps about those PW returns, and the fact that hundreds, if not thousands, of PWs got returned probably kept us from getting dinged. I think Amazon had to admit to themselves, though never publicly, that they released a product that a lot of people didn't find to be as good as they thought it should be. Faulty product equals lots of returns.

Josie, Having said all that, I still feel sorry for you. I hope you can get this resolved satisfactorily. And all the jerks here who are taking it beyond the limit and making personal attacks against you should just bugger off.

[soonerchick]

I usually stay in lurker mode even though I am registered because there are so many judgmental a$$es posting. Josieb1 is entitled to return any thing she wants for whatever reason. Amazon also has the right to not do business with certain people for whatever reasons they decide to come up with.

I do not agree with how Josieb has been treated as I have also received one of those funky 'warning' emails. I actually had packages stolen from my porch and even though they eventually replaced the items, Amazon basically blamed me for it and my account was flagged.

It's all subjective, and really has no rhyme or reason. If a rep thinks that your account has a problem with too many replacements, returns, credits, 'freebies' or anything else, they flag it and it is reviewed. The circumstances and reasons don't matter. Once it goes to that point, I think it's basically over. I still have my account (so far). I don't order nearly as much anymore and I won't. Amazon really leaves a bad taste in my mouth these days BUT I do love my voyage.

Josie, keep your head up and know that not everyone here is automatically demonizing you in this situation. Many will change their tunes when the almighty Amazon starts in on them.

[issybird]

Originally Posted by soonerchick

It's all subjective, and really has no rhyme or reason. If a rep thinks that your account has a problem with too many replacements, returns, credits, 'freebies' or anything else, they flag it and it is reviewed. The circumstances and reasons don't matter. Once it goes to that point, I think it's basically over.

Surely it's exactly the opposite of subjective. Sheer data kick out problem returners.

And saying "it's basically over" is sheer histrionics. There's no reason Josie can't continue as an ordinary Amazon customer; she just needs to cut back on her excessive return rate. The warning email was just that, and nothing more.

I find that as this type of discussion escalates, there are judgmental types on both sides. The major impetus (and I admit, I think it's the case here) is that the OP is seeking validation, not substantive advice, and is unwilling to acknowledge her own at least partial responsibility in the situation. Josie's not a demon, but neither is Amazon, at least in this case. There are contributing factors in the behavior of both entities.

[Cinisajoy]

Hey Josieb1,
I know of one company that has a 7 day return policy if you want a refund, 30 days for in store credit and the kicker is you have to return the item to the exact store you bought it at.
This is not a problem unless you bought something on vacation.

[Josieb1]

Originally Posted by soonerchick

I usually stay in lurker mode even though I am registered because there are so many judgmental a$$es posting. Josieb1 is entitled to return any thing she wants for whatever reason. Amazon also has the right to not do business with certain people for whatever reasons they decide to come up with.

I do not agree with how Josieb has been treated as I have also received one of those funky 'warning' emails. I actually had packages stolen from my porch and even though they eventually replaced the items, Amazon basically blamed me for it and my account was flagged.

It's all subjective, and really has no rhyme or reason. If a rep thinks that your account has a problem with too many replacements, returns, credits, 'freebies' or anything else, they flag it and it is reviewed. The circumstances and reasons don't matter. Once it goes to that point, I think it's basically over. I still have my account (so far). I don't order nearly as much anymore and I won't. Amazon really leaves a bad taste in my mouth these days BUT I do love my voyage.

Josie, keep your head up and know that not everyone here is automatically demonizing you in this situation. Many will change their tunes when the almighty Amazon starts in on them.

Thank you for being brave and posting. Getting these letters is not an easy thing to admit.

As to those reading this thread who can't imagine ever getting an email like mine, you never know.

[Josieb1]

Originally Posted by issybird

And saying "it's basically over" is sheer histrionics. There's no reason Josie can't continue as an ordinary Amazon customer; she just needs to cut back on her excessive return rate. The warning email was just that, and nothing more.

No I can't carry on as an ordinary customer, basicly I dare not place any physical orders, I cannot risk ordering a single item that might be faulty. It's better for me (and my sanity) to buy elsewhere. I also will do what other posters have sugested and not renew any subscriptions like Prime or Audible.

[issybird]

Originally Posted by Josieb1

No I can't carry on as an ordinary customer, basicly I dare not place any physical orders, I cannot risk ordering a single item that might be faulty. It's better for me (and my sanity) to buy elsewhere. I also will do what other posters have sugested and not renew any subscriptions like Prime or Audible.

That's your choice, of course. I think "dare not" is an overreaction; I'd just not order iffy or problematic products, but that's me.

I do think Amazon sets up these situations. They want to be known as the company with great cs that goes above and beyond, until they pull the rug out. I can see where people get blindsided, because Amazon has created unrealistic expectations.

[Purple Lady]

Originally Posted by issybird

... There's no reason Josie can't continue as an ordinary Amazon customer; she just needs to cut back on her excessive return rate. The warning email was just that, and nothing more.
...

So if she got a defective item she should just keep it to keep her "excessive return rate" down?