Amazon consumer issue, heads up PSA

[RetiredAndLovingIt]

IDK. Shipping has gotten to at least 10 days from Amazon since Covid for us

Small city girl here, I'd die if I didn't get my orders delivered the next day since we've been programmed to expect that service. Depending on the time of day my order is placed, it's scheduled for the next day between 7 and 10 am and sometimes it shows up earlier than that but if not then it's afternoon delivery but and it's very rare to get 2 day deliveries. I don't even pay for Prime, I'm grandfathered in through my son going back to when Amazon Prime included all family members that you wanted to add, not just your own household as it is now. I don't get the other perks like Prime Video and Kindle books etc but the free shipping is all I need.

 

[badatmath]

I had them promise a refund that never came but when I pointed it out they fixed it. I hardly use Amazon for purchases outside of books now. I have a lot of other choices in shopping that seem easier/cheaper.

 

[tulak]

Thanks for the PSA.

I return items often to Amazon, drop-off at a Whole Foods, and credit back to the credit card. I’ve never had any issues, but I notice the default option is to credit to the Amazon account. I might start doing this, since I order enough off Amazon where I’d easily use the credit and avoid any potential issues.

 

[audreyh1]

I’m fine with a gift card for return as Amazon automatically uses that first at checkout.

 

[tulak]

It’s an irrational, I don’t want any company to hold my money. But it’s Amazon and it’ll get spent.

 

[sengsational]

It’s an irrational, I don’t want any company to hold my money. But it’s Amazon and it’ll get spent.

Irrational only if continuing to do business there isn't a relative certainty. And they/you won't loose track of it.

I have an "account" in my personal finance software for Amazon (gift card balance). When I send something back, the amount I expect to get back goes there. The next thing I buy gets paid for (typically) with a combination of gift card balance and credit card. As a result, I expect the gift card balance to drop to zero eventually. If it doesn't, I need to figure out why I didn't get the expected credit.

 

[JoeWras]

Irrational only if continuing to do business there isn't a relative certainty. And they/you won't loose track of it.

I have an "account" in my personal finance software for Amazon (gift card balance). When I send something back, the amount I expect to get back goes there. The next thing I buy gets paid for (typically) with a combination of gift card balance and credit card. As a result, I expect the gift card balance to drop to zero eventually. If it doesn't, I need to figure out why I didn't get the expected credit.

Glad I'm not the only one doing this!

 

[isisdave]

We've had 184 orders this year, up from 123 in 2023, and I'd guess 10% returns. They're either "didn't fit" -- DW orders clothes sometimes, but these have 50% return rate -- or "didn't work" -- electronic things that didn't work as described.

We always pay with Amazon Visa. About six months ago, I noticed that the default for return credit changed from "purchase method" to "gift card credit." I actually prefer this, because it shows up within a day when I can still remember I returned something, because the receipt is still on my desk. I would never remember to check the credit card account, particularly now that chase.com won't allow Windows 7 computers to access it, which means I have to get out the laptop just to check this.

 

[tulak]

Good point. I have a reimbursement account that I can use to track this.

 

[PNWK]

OP, you are not alone. I've been a long-time Amazon customer. Purchased several times a month, returned several times a year. In the past year the same thing has happened to me twice. Almost immediately "credited" for the return after drop-off. But then a month or so later the ominous email shows up saying "don't forget to return...". Frantically look up the UPS tracking and see they did in fact receive it soon after I shipped it. Both times they did correct the error, but getting to the point where you can communicate with a customer service person is infuriating. On purpose. I live in a fairly remote area so Amazon is really useful, but I'm tired of this game already. They have the exact same information I do (UPS tracking #), why are they not having a real person review these "missing returns" before they charge me again to make sure they haven't received it or I haven't shipped it?! TERRIBLE customer experience when that happens, no excuse.

 

[GLM]

I had two odd emails from amazon earlier this week. One right after the other . One acknowledged that I returned some Items I bought earlier this year . I had not returned them . In fact, the return date needed to be sometime in October. The other acknowledged the return of a book I have on order that is to be released next month! Obviously , I did not return that either.

I checked my account. I did not show any returns or credits to my Amazon account balance. I think ther system is having issues......just in time for the holidays.

 

[LizaBBBB]

I've run into an issue significant enough that I feel it should be discussed for others as a warning.
I've been having a heck of a time for the past few months with Amazon.
Some returns I made, their site shows they received and credited me, but the refunds never made it to my credit card.
I call them, they acknowledge the error, promise to rectify in 3-5 business days, it never happens, I call again, same thing....clearly they have no intent
to make good - to issue the refunds - this was going on over a month's timeframe.
Before contacting my bank, I turned to the AmazonPrime group on Reddit - lots of people claiming the same problems.
Some got their banks to issue chargebacks because they got tired of waiting - and Amazon rewarded their long term customer loyalty by banning their accounts permanently for doing this.
Apparently, Amazon is too big to fail.
I am planning to cancel Prime and to stop using Amazon for purchases.
I don't want my account banned because sometimes they are handy for items not found elsewhere - AND I would only go this route for small dollar items that if they don't work and are returned/not returned, I am not burned by not getting a refund.

Anyway, some may want to review their accounts to see if their refunds have come through, it they are due any.
What you do after that, if they are missing, is up to you, but putting the word out.
Good luck. PS/some also report getting warnings if they leave negative product reviews.

I sometimes have had to expend efford to get the refunds. I do track. I have always gotten them.

 

[Cerys]

I've run into an issue significant enough that I feel it should be discussed for others as a warning.
I've been having a heck of a time for the past few months with Amazon.
Some returns I made, their site shows they received and credited me, but the refunds never made it to my credit card.
I call them, they acknowledge the error, promise to rectify in 3-5 business days, it never happens, I call again, same thing....clearly they have no intent
to make good - to issue the refunds - this was going on over a month's timeframe.
Before contacting my bank, I turned to the AmazonPrime group on Reddit - lots of people claiming the same problems.
Some got their banks to issue chargebacks because they got tired of waiting - and Amazon rewarded their long term customer loyalty by banning their accounts permanently for doing this.
Apparently, Amazon is too big to fail.
I am planning to cancel Prime and to stop using Amazon for purchases.
I don't want my account banned because sometimes they are handy for items not found elsewhere - AND I would only go this route for small dollar items that if they don't work and are returned/not returned, I am not burned by not getting a refund.

Anyway, some may want to review their accounts to see if their refunds have come through, it they are due any.
What you do after that, if they are missing, is up to you, but putting the word out.
Good luck. PS/some also report getting warnings if they leave negative product reviews.

I noticed about eight months ago or so I purchased something that was defective, it was something that was supposed to stick to something and the sticky was not included. So I took it back. And Amazon actually told me you have been refunded it is in your gift cards balance.

So have you checked there? Because I was expecting to get it back on my credit card like you do on everything else. The next time I had to return something for whatever reason they did the same thing. They gave me the money back on a gift card balance.

I don’t remember them ever sending me something saying that they were now going to do this, but as often as I shop on Amazon which is not often, I’m OK with that.

As for them removing bad reviews? I have just had that happen recently also. I purchased a make up item that said it was supposed to be rose, and that sucker was orange. I don’t do orange it looks terrible on me. And I tried multiple ways mixing/blending shaking really well to get it all blended, orange. Since I had experimented so much with it I didn’t feel right sending it back. But I did want to tell people that it was orange and not Rose which to me is pink.

And I left a one star review saying the item was very orange (because it was,). and also very sheer so you had to use a lot to get some color to it.

Another common issue with me and cosmetics because I am older, I am pale and wan, and a product that is “sheer and buildable” doesn’t work for me. In this case the product didn’t say it was supposed to be sheer and buildable. But the paragraph above this is what I left as a one star review, and it was rejected. Maybe the cosmetics company has the pull to get the bad ones pulled, I don’t know but let’s just say I’m not buying cosmetics from Amazon. I don’t trust them anymore for that. Power cords fine shoe racks OK. Nothing major.

 

[Kayzmum]

I've run into an issue significant enough that I feel it should be discussed for others as a warning.
I've been having a heck of a time for the past few months with Amazon.
Some returns I made, their site shows they received and credited me, but the refunds never made it to my credit card.
I call them, they acknowledge the error, promise to rectify in 3-5 business days, it never happens, I call again, same thing....clearly they have no intent
to make good - to issue the refunds - this was going on over a month's timeframe.
Before contacting my bank, I turned to the AmazonPrime group on Reddit - lots of people claiming the same problems.
Some got their banks to issue chargebacks because they got tired of waiting - and Amazon rewarded their long term customer loyalty by banning their accounts permanently for doing this.
Apparently, Amazon is too big to fail.
I am planning to cancel Prime and to stop using Amazon for purchases.
I don't want my account banned because sometimes they are handy for items not found elsewhere - AND I would only go this route for small dollar items that if they don't work and are returned/not returned, I am not burned by not getting a refund.

Anyway, some may want to review their accounts to see if their refunds have come through, it they are due any.
What you do after that, if they are missing, is up to you, but putting the word out.
Good luck. PS/some also report getting warnings if they leave negative product reviews.

Were these un-refunded items an Amazon Prime purchase or from a third party? If a third party, that may explain it. I haven't had any issues, but I appreciate your bringing it up. I'll keep a closer watch on things.

 

[Golden Mean]

I’m fine with a gift card for return as Amazon automatically uses that first at checkout.

I did this (accidentally?) on a $250+ return, and while I don't have an issue with it from a fungibility point of view. Keeping track of the balance in my financial software was kind of a pain. Esp when it pulls from the gift card balance for stuff like Prime Movies at $3.99 a shot.

 

[audreyh1]

I did this (accidentally?) on a $250+ return, and while I don't have an issue with it from a fungibility point of view. Keeping track of the balance in my financial software was kind of a pain. Esp when it pulls from the gift card balance for stuff like Prime Movies at $3.99 a shot.

I don’t keep gift card balances in my financial software. So my software wouldn’t see a credit card return, and later wouldn’t see the full price for more things that I ordered. Good enough for me!

 

[RetiredAndLovingIt]

Or just add an account called Gift Cards for the credits and new purchases.

 

[Mr Gadget]

OP, you are not alone. I've been a long-time Amazon customer. Purchased several times a month, returned several times a year. In the past year the same thing has happened to me twice. Almost immediately "credited" for the return after drop-off. But then a month or so later the ominous email shows up saying "don't forget to return...". Frantically look up the UPS tracking and see they did in fact receive it soon after I shipped it. Both times they did correct the error, but getting to the point where you can communicate with a customer service person is infuriating. On purpose. I live in a fairly remote area so Amazon is really useful, but I'm tired of this game already. They have the exact same information I do (UPS tracking #), why are they not having a real person review these "missing returns" before they charge me again to make sure they haven't received it or I haven't shipped it?! TERRIBLE customer experience when that happens, no excuse.

Yep, there is a term for it, Enshittification; Cory Doctorow created it and has a great explanation of it.