Rotten Apple
I would like to share an Amazon.com customer service story with everyone. Yesterday I received an email from Amazon.com stating that they had received my return item I sent back. The email also stated I was being charged a $212.00 restocking fee. Now, lets step back a minute and let me tell you why I sent the item back to Amazon.com.
I had bought a backup NAS (network attached storage) drive for home to use as a backup for all computers in the house. When I received the item it didn’t work properly. I first contacted the manufactures support and after two hours we decided the drive was indeed not working properly. They had offered an RMA which could take several weeks or I could just send it back to Amazon.com and have them swap the item out. I opted for the quicker way via Amazon.com.
The next day I contacted Amazon.com and informed them that the item didn’t work and that I would like a replacement item sent out. Within two days I had received my replacement item and all was good. I boxed up the item that did not work and was waiting for UPS to pick up the item. Well, over thirty had passed and one day I noticed a $1067.00 charge on my credit card from Amazon.com. I did a little research and found out it was because they didn’t receive the broken item back yet. I contacted Amazon.com and found out that I had to ship the item back versus them placing a call tag with UPS. I apologized to the lady and she said it wasn’t a big deal and that she would have UPS come pick the item up and once they received it back, they would refund the money.
Well a couple days went by and UPS had picked up the broken item. Now we are back to present time. So as I mentioned earlier, I received an email from Amazon.com stating they received the item but I was being charged a $212.00 restocking fee. So after I saw the email I contacted Amazon.com to find out why I was being charged a restocking fee on an item that was not work properly. Here is where the story gets interesting. My phone conversation went like this:
Amazon.com: Hello, how can we help you today.
Me: I’m calling about order #103-5368764-7373058
Amazon.com: Yes, I found your order, what can I do for you.
Me: I was wondering why I was charged a restocking fee on an item that was returned and was not working properly?
Amazon.com: Once second while I look at the notes on the return…….. Ok, I see we received the item back and you would like a refund.
Me: Yes, I would a refund but would like to know why I’m being charged a restocking fee.
Amazon.com: Please hold while I look at this further…… Ok, Sir, to avoid the restocking fee I can send out a replacement item if the item was damaged or not working properly.
Me: I already received my replacement item and the item I sent back was the item not working properly.
Amazon.com: Sir, please hold the line wile I research this further…… Sir, so we charged you $212.00 to your card, I don’t see where we charged you.
Me: No, I received an email stating you were taking $212.00 out of the $1067.00 I was charged for the replacement item.
Amazon: So you received your refund?
Me: No, I haven’t received anything yet. But before I receive my credit I want to make sure it is for the full amount.
Amazon.com: Sir, I’m sorry, I don’t follow.
Me: Ok, say I bought an apple from Amazon.com and the when I got the apple I noticed it was bruised. I called Amazon.com for a replacement and I was told you would send me a replacement but to make sure I sent back the bruised apple or would be charged for the replacement apple. I didn’t send back the bruised apple and now have two apple and have been charged for both apples. I didn’t want to pay for the bruised apple so I sent it back for a refund. Do you follow so far?
Amazon.com: Yes, but why not cut out the bruise on the apple and eat both of them?
Me: Never mind, have a good day.
The funny thing is, the guy was serious. I figured I would try again on Monday.
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BWAHAHAHAHA.. oh, the humanity of it all.