1 post tagged “customer service”

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.