3 posts tagged “amazon.com”

Awhile ago, I posted about having not realized that the 1st season of Battlestar Galatica included the mini-series, and so purchased a copy of the mini-series as a separate DVD through Amazon.com when I ordered the first season. I didn't need two copies of the mini-series, so I emailed Amazon.com and asked if I could return it even though it was opened - understanding I'd have to pay some fees associated with shipping they charged on returned items ($2.99). They responded yes, and gave me some links about their return policy. We mailed it out and today I received the email stating they'd received my return and after taking their necessary fees our refund was $7 and some odd cents. Out of $20.49.

I was shocked, and read on to discover that they took a 50% restocking fee. I was confused because A) I wasn't aware there was a restocking fee and B) I assumed restocking fees were in relation to how much it would cost to actually repackage and restock an item - how the hell could a single DVD cost $10+ to reshrink-wrap it?! I went to the original email where they said I could return the item and found that while the rep who responded to my email didn't specify the restocking fee (which is 50% for every opened item that is returned for no reason of damage or defect - no matter the item), he had linked to the broad return policy and the return policy did explain this fee. I had missed it, I admit it.

Still, I was upset. I felt that I had emailed their customer service center for help and clarification about their policy and all they did was relink me to their policy instead of reading my general concern and answering it fully. I also felt like they were trying to pull the wool over my eyes - because if they weren't I'm sure they would have addressed my "ITEM IS OPENED" concern - which was the whole reason for the email.

When I got a second email saying the return was completed - and did I have any questions or concerns - I let them know my concern. I wrote them the the following email:

Hello -

I received my refund today and I was surprised to see that there was a 50% restocking fee. After looking very closely at your return policy I see that it was specified - however I want you and your supervisor to know that I am furious with your customer service response that I received to my initial question, which is listed below.

I know that your returns calculations are specified in your many, many pages of return information - however considering I said in my initial email that the item was opened it would have been expected that your response to my inquiry would have included a simple, "Please be aware that if the item is opened our policy is to charge a 50% restocking fee" instead of a evasive and/or lazy response of "I've also provided some additional information about returns below that you may find helpful". You know what I would have found helpful? A direct response to my question rather than a cookie cutter set of links to follow. If I'd known that you were going to recoup so much money, I would have sold the item to a friend and not taken a 50%+ loss.

I know you guys have countless customers so the loss of one is no big deal, but I'll be sure to find an alternate online shopping source from now on.

- Maura

I didn't write the email in the hopes of getting anything back. I understand that it was their policy and it was my responsibility as a customer to read all the fine print - I'm a stickler for policy and expect others to be the same way. I wrote the email to inform them that their customer service is lacking in one-on-one communication, and that I was upset with that aspect of the transaction.

However, they still refunded me my full purchase price - refunding even the shipping fees. I think it was a nice gesture, I wasn't expecting it, I just hope that they take my concern seriously and start putting a bit of human response in their customer service and not just chalk me off as a person angry at loosing $10.

As I posted, I'm going to be reading the three remaining books in the Earthsea series (along with the first three) as part of my 50 in 365. Well I don't have the last three so I ordered them online from Amazon.com. I checked around first of course, but I'm a bit particular because I love trade paper* version over mass market**. Barnes & Noble doesn't always have the best deals and was going to charge me $14 for each book, I would have gotten free shipping, but they also were going to charge me tax - so in the end I would have paid $10 more for the order. No thank you.

Amazon.com always has the best deals when it comes to books, so much better over eBay. I hate eBay for books. Even if the price for the book is good (less than retail) they always charge $7.99+ for shipping because it's not individual sellers but actual stores. Plus, no one sells trade paper - it's all mass market.

So, as I've said. I <3 Amazon.com for books :)

*A trade paperback (TPB), sometimes referred to as a trade paper edition, is a paperback book in which the text pages are identical to the text pages in the hardcover edition. It is usually the same size as the hardcover edition. The only difference is the softbinding; and the quality of the paper is usually higher than that of a mass market paperback. Trade paperbacks are typically priced less than hardcover books and higher than mass market paperbacks. Virtually all "Advance Reader's Copies" are issued in trade paperback format.

**A mass market paperback (MMP or MMPB) is a small, usually non-illustrated, and inexpensive bookbinding format. They are commonly released after the hardback edition, and often sold in non-traditional bookselling locations such as airports, drug stores, and supermarkets, as well as in traditional bookstores. Many paperbacks, especially in the area of genre fiction, are first editions in paperback and never receive a hardcover printing. This is particularly true of early novels by new writers.

Last night my sister and I got together, as we always do on Wednesday, and we happened to begin talking about Christmas. Through our talk I realized how much I really don't like Christmas, and how much I miss liking Christmas, and how much I want to like it again. There are just so many reasons why I don't like Christmas - but in talking with my sister last night I realized I need to address what I don't like about it - find a way to get passed it - and enjoy Christmas again. So, this is my plan:

What I don't like: Shopping in stores, stresses me out, crowds are too much, I hate the consumer-hell that Christmas has become. Spend! Spend! Spend!
How I'm going to make it work: Shopping online! Shipping is cheap during the holidays, especially when you order enough (which I will), and I wont have to step foot in any over-bloated store. I'll get the gifts delivered to my door, can wrap them with happy Christmas music in the background, and pretend like that consumer-hell doesn't exist :)

What I don't like: Feeling pressured to give gifts and/or not knowing what to give. Not knowing what I want myself when friends and family want to give me gifts.
How I'm going to make it work: I went online to Amazon.com and made a wish list! I've also asked my sister, brother-in-law, my husband and I'm going to ask my parents to try and make a list as well. I can shop in one place, ship it all together, get it all together, and enjoy giving gifts again.

What I don't like: Not decorating,  or decorating without my family.
How I'm going to make it work: This year I'm inviting my sister, brother-in-law, and maybe even my parents & parent-in-laws to come and visit while we decorate. I'm going to take it into my own hands, buy a tree and decorations, and do it as best as I can.

What I don't like: Not having money to buy gifts and decorations.
How I'm going to make it work: We're signing a ten-month lease at our apartment complex, and as a thank you they're giving us $600 off our rent. I'm going to use that money to buy a tree and decorations and as many gifts as I can.

What I don't like: Pretending Christmas doesn't exist, or will never be a happy occasion again because my brother is dead. I don't think my brother would have ever wanted that to happen, and I'm not going to let it continue. I hate hating Christmas because everyone can be happy but me. I can be happy. That doesn't make me a bad sister or a bad person.
How I'm going to make it work: I'm going to be happy. I'm going to remember that Christmas is about family, even if they're gone, and I need to do this for myself and my family.

So there. I'm going to do it. I'm going to enjoy Christmas again and do it the best I can.