Reported that the grabo purchased at Amazon was a fake, so when it was returned, it was said that ``I will not refund until the correct product is returned''
Amazon accepts returns for relatively simple reasons such as an order mistake or 'the product was different from what I expected', but I ordered a graphic board over 90,000 yen and received a counterfeit product, so I returned it. Nevertheless, there have been reports of unreasonable requests from Amazon to ``return the real thing''.
Family says Amazon shipped fake product, refuses refund until 'correct' item returned | CBC News
The graphic board purchased by Mr. Matthew Lego who encountered this situation looked something like this, it looked like the real thing, but the contents were extracted, and something like putty was packed to increase the weight. It seems that
Mr. Lego immediately returned the item according to Amazon's return process and asked for a refund, but Amazon told him that 'a refund cannot be made until the correct product is returned.' Since I did not receive the correct product, I can not return it, but Amazon repeatedly claimed that ``the correct product was shipped'' after Mr. Lego's question.
In addition, an Amazon representative added, 'In order to protect other employees, we threw away the items returned by Mr. Lego.' Mr. Lego's father, Mr. Francois, who helped return the item, said, 'It's ridiculous. It's just plastic, so I don't think it's a danger to employees. They destroyed some of the evidence.' said.
Mr. Lego repeatedly explained that ``I received a complete counterfeit, so I returned it,'' and attached a photo to prove it, but he said that the refund request did not go through at all. However, when CBC News, who reported this matter, contacted Amazon, Amazon immediately issued a refund and apologized that it took nearly five months to resolve the 'unfortunate event'.
'Telling customers that they've disposed of their returned items is a great way for Amazon to end the conversation,' said Mark Gordon, a marketing expert who guides customer interactions for small businesses to large multinational corporations. method,” he points out. Gordon considers that Amazon does not have time to respond to customer complaints and inquiries, and Amazon wants to finish things quickly and move on to other things. Demanding that customers return items they say they don't have is a tactic to hold customers accountable for problems, he said.
On the other hand, an Amazon spokesperson said about returned items, ``For hygiene or product safety reasons, not all returned products can be legally resold or donated. We will recycle the product as much as possible, ”he said, and it seems likely that Mr. Lego's product was also recycled this time.
A study conducted by research firm Pitney Bowes found that the average online retailer loses an average of 21 percent of the value of returned items after factoring in shipping, handling and return costs. ``The daily return of products is a big expense for Amazon,'' Gordon said, as Amazon is considered to be no exception.
Mr. Lego is not the only case like this time, but several other users who received counterfeits have received a reply that 'refunds are not possible unless the real thing is handed over'. Mr. Gordon advised, ``If you have a problem with your online order and are worried that you may not get a refund, you should make a video of the opening ceremony to leave evidence.'' Mr. François, who had been waiting for a refund for five months, said, 'This case made me want to shop locally again.'
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