They simply did not care, and it was thousands of dollars of stuff where, obviously I was in the wrong, you can't just refund like airfare and such, but I asked for it and I got it because LTV. Same with getting stuff refunded on my credit card. I didn't have to provide evidence or explain anything. This is coming from someone who had two $3,500 computer deliveries stolen, probably because they had RTX 3080 written on them, but like, Amazon didn't care, it just refunded me. You feel like you're this good person pursuing this great justice, but the simple facts are it doesn't matter what actually occurred. What is frustrating to people is: it doesn't matter what happened to the package. Because when you don't get the refund for a $7,000 item, the assumption is you will "die" - quit using the service, stop buying, whatever - and your LTV - revenue is now zero. It appears everywhere, like with credit card disputes or when you get service discounts to not leave. This is a much simpler, much more logical model. Refund? = LTV - Revenue - Refund Cost > 0 I'm afraid of being downvoted, but the algorithm for an Amazon return looks something like: Long after I'd given up, in late October 2020, they finally canceled it, saying, "We regret to inform you that, due to a technical error, we will not be able to fulfill your order." For all of Amazon's vaunted customer focus, my impression was of a lot of unhappy, fearful customer service staff passing the buck so they could avoid bad metrics. Each time I was told it would be shipped. Occasionally I'd try again, insisting that they either cancel the order or actually ship it. But they were firm on saying, "Please be assured, we will ship this item very soon." At 5 months in I just canceled the order, only to get an email saying, "Unfortunately, we weren’t able to cancel the items you requested and these items will soon be shipped." I spent a bunch of time in chat and on the phone getting the runaround, complete with new ticket numbers, promises of personally following up, and even a $20 credit. I contacted them and they said they were on it and it would arrive soon. It said it would arrive in 4-16 weeks, which seemed weird. In June 2018, I ordered a soccer magazine, "Futbol Total", for my soccer-mad nephew. But that has declined drastically over the decades now whenever I actually have to deal with them it seems like there's a ton of internal chaos. The thing I really loved about Amazon is that they had their act together. They will treat you like a criminal no matter what your past history with Amazon is. Your customer experience will not be the same as when they lose a $10 package. My recommendation is to skip Amazon for anything expensive or at high risk of shipper theft/fraud. I can only imagine how bad it would be if the shipper claimed it was delivered. They had my money tied up for weeks with no recourse for a package they never even delivered. Even when they finally agreed the package was lost, I had to wait for another management review to actually get the refund issued. They wouldn't even talk to me until I waited a number of days after the package was late and even then all they would say is that it had to be escalated to management who would review the issue eventually. In the end Amazon finally refunded me, but it was a nightmare. Amazon kept saying it was the shipper's fault and the shipper said it was Amazon's responsibility. The package went "missing" with the shipper with obvious fake tracking data, like multiple "customer not home" delivery attempts timestamped at 12am in the morning. Amazon has a price threshold where the support system is different and the normal CS people are powerless.ĭuring lockdown, I ordered a Sony camera and lens that was in the $5k+ range. Everything changes when you have a problem with an expensive order. But almost all those orders are under $1000. In the rare case of a problem, Amazon would instantly refund me. Like most people, I've ordered a lot of packages (hundreds?) on Amazon and almost never had a problem.
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