Shopping Discussion

Amazon.ca ridiculous return issues

  • Last Updated:
  • Feb 24th, 2022 12:56 pm
[OP]
Newbie
Oct 28, 2021
6 posts
20 upvotes

Amazon.ca ridiculous return issues

Hello!

So I signed up on this board specifically to share my experience here, which seems so out of this world and completely incompetent that I'm shocked.

So, short summary of what happened:

August 25th: I ordered a Asus Monitor. Delivered on August 28th. Everything was great except after about 2 weeks I noticed issues with the monitor - namely 1 bright red pixel and 1 bright green stuck pixel as well as some seemingly random issues with it powering off and on. However at this point, I already recycled the official Asus branded cardboard box. I kept all manuals, cables etc, but living in a small apartment I can't keep boxes from my electronics around due to space.

September 16th: So I was worried and contacted the amazon support team. I asked them (I have a chatlog from the conversation) where the amazing amazon worker assured me that the missing box was not a problem - and asked if I want a replacement or a refund for the monitor. I wanted a replacement and promptly got an order confirmation for 0 dollars of a new monitor that was about to arrive at September 23rd. In the same conversation I asked if I can wait with the return until the new monitor arrives and then use that box to ship the old monitor back.

September 23d: That's exactly what I did - received the new non defective monitor from asus - carefully put it out of the box and put my old monitor with all its accessories back into the opened Asus box. I wrapped it the same way the new one arrived and took pictures as well - just in case. I also have the tracking information and the monitor was returned via UPS october 4th. Great. Super smooth, I love amazon I thought.


October 26th: Weird email arrives in my inbox
Hello,

We recently reviewed your account for order activity details. Your order history shows that you have requested a high number of refunds or replacements for orders where an incorrect item was returned to us.

We know that occasional problems with orders are expected in the normal course of business. In these instances, a refund or replacement may be issued.

You can learn more about our return policies by searching for About our returns policies on the Amazon.ca Help & Customer Service page, or by visiting the link below:
www.amazon.ca/gp/help/customer/display. ... =201819200


We cannot issue a refund for this order until we receive the correct item. Please return the correct item to us by if you would like a refund.


We will have to re-charge you for the item if you do not return the correct item by ].

Our Account Specialist team is unable to provide support via phone or chat at this time, but if you would like to appeal this decision, please reply to this email.

Account Specialist
Amazon.ca
www.amazon.ca

This is email looks so sketchy I thought it was spam or a phishing email. There is no information there at all. No order number, even the date is just a single bracket (?) . After googling a little it turns out [email protected] is a legitimate address, so I respond with this:
Hello,

So I received this email, but I don’t understand the meaning of the meaning at all? I have no outstanding returns or refunds and the email literally has a blank space where a date should be?

If you guys could elaborate the issue or tell me that this was some sort of error, that would be great.

Thanks,



And the answer I get:
Hello,

Thanks for writing to us.

Your return for the order ACTUAL ORDER NUMBER contained the incorrect item instead of the original ASUS ROG Strix XG27AQ 27 HDR Gaming Monitor.

You can review our return policies in the Returns, Refunds and Title section of the Conditions of Use, available at the link below:
www.amazon.ca/conditionsofuse

Our Account Specialist team is unable to provide support via phone or chat at this time, but if you would like to appeal this decision, please reply to this email.

We appreciate your understanding.

Account Specialist
Amazon.ca
www.amazon.ca

Okay so at this point I'm super confused. I responded with a very long email explaining that I assume the error might be the serial number on the outside of the box as it is the new monitor box containing the original defective unit. I even attached the email from my original support ticket that states that I can use the new box for packaging. (I'm omitting this as the post would get too long otherwise).

and then tonight I get this:

Subject: Your Amazon.ca returns

Hello,

Thank you for writing to us. We contacted you so that we could better understand the activity on your account.

At this time we cannot issue a refund for the items you returned to Amazon.

If you have any order or account-related concerns, please contact our Customer Service team via the link below. Customer service will not be able to answer any other question about the refund on your order 701-0881368-2345030.
www.amazon.ca/contact-us

Account Specialist
Amazon.ca
www.amazon.ca
What am I supposed to do ? It's like talking to a robot. They never elaborated what incorrect item they received. And for the record I don't want a separate refund either, I got a replacement unit and from my perspective everything is settled. However, I'm genuinely worried that they will simply charge me another 600$cad on my credit card now. Should I even respond to this email anymore? Call my bank if they actually charge my credit card?

Any insights would be great,

Thanks
34 replies
Moderator
User avatar
Dec 27, 2007
22641 posts
15041 upvotes
Kitchener
Just watch for any new charge on your credit card then contact your credit card issuer to file a chargeback.

The lesson of the day is, don't lose the box if you ever plan to return/exchange at a retailer (unless that retailer is Costco).
Member
User avatar
Jun 27, 2018
253 posts
513 upvotes
YVR
First time that I am hearing about this Account Specialist for Amazon returns..i usually keep the OG box of an Amazon item until I am sure that I am going to keep it or if the return window has expired
[OP]
Newbie
Oct 28, 2021
6 posts
20 upvotes
I definitely learned that lesson. Unless you have the matching box, don't return it or at least then don't use any box at all I suppose.

So there really is no point in arguing and explaining the situation any further I assume?

I wanted to respond again and this time attach the pictures I took of me packaging the monitor.

In the end I have been an Amazon customer for decades now and never had any issues. I just don't understand how difficult it seems to grasp the situation for them. Every email tells me I can't contact anyone else and the only way of communication is via email. There's no way to escalate the issue or have some sort of investigation. They never even told me why the item is incorrect - I'm only making assumptions.

This so absolutely frustrating, I just want this settled.
Deal Addict
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Nov 25, 2004
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probably a good idea to shoot an email to [email protected] an executive c/s agent from the head office should email or call u

and as aasoror suggested if they don't resolve it for u and do put a new charge in on your cc file a charge back make sure u keep that tracking number handy that shows u return it. i would only do the charge back as a last resort though as if amazon wants to they can choose to lock ur account once locked u will lose access to prime video any digital downloads any gift card balance and any other things that require to be logged in to your account.

your best bet if u wanted to use the box probably would have been to peal the sticker off that had the s/n off the new monitor on it.

amazon must be cracking down on dif s/n returns lately i saw another guy with the same complaint a couple weeks back who return a logitech head set and the s/n on the box didn't match the one on the product. although for logitech that's normal as they put a fake s/n on the box to prevent people from going into stores and takes pictures of the s/n and making fraudulent warranty claims or at least that's what ncix told me years ago.
Last edited by aaron158 on Oct 29th, 2021 2:22 pm, edited 1 time in total.
Deal Addict
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Nov 25, 2004
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KevinK90588 wrote: First time that I am hearing about this Account Specialist for Amazon returns..i usually keep the OG box of an Amazon item until I am sure that I am going to keep it or if the return window has expired
these so called account specialist seem to come up when an account has been flagged. to many returns can be a reason or people who complain alot to get those credits that c/s dish out for complaints if u do it to much u can be flagged. and then if u keep doing it they can close ur account once closed good luck getting it back as normal c/s agents aren't aloud to help only the so called specialist can and they will respond from a script of copy pasted answers with no real info.
[OP]
Newbie
Oct 28, 2021
6 posts
20 upvotes
A final update:

The issue has been solved.

I responded to the last email above with this:
Hello,

With this email I will provide proof that I shipped the right monitor to you. I’m attaching 2 pictures of me packaging the defective monitor from order Order [REMOVED ORDER NUMBER] into the Asus branded box of the replacement Order [REMOVED ORDER NUMBER] as instructed and asked by your amazon employees. I’m also attaching the chatlog from the support ticket, as well as the original email I received afterwards in pdf form. Additionally, I attached the proof of delivery from UPS.

Again, as you have provided me with no information to work with – besides “incorrect item” I can only assume the issue is indeed a mismatched serial number on the outer box which stems from the replacement monitor. However, if you would simply take the actual monitor outside of the box, and check on the backside underneath the screen, there is a sticker from Asus showing the correct number serial number of the defective item.

I also want to reiterate that I’m willing to work with you to find a resolution. However, if you keep insisting that I shipped the “incorrect item” without providing any proof, then there is nothing else I can do as you are currently in possession of the “correct item” the ASUS ROG Strix XG27AQ 27AQ in question. If you end up charging my credit card without my permission, this is considered fraud and I will act accordingly.

Furthermore, I’m also sending this email to [email protected] in hopes that someone else takes a look and escalates the issue or starts some sort of proper investigation. I’m also posted the whole incident online right here: ofm-amazon-ca-ridiculous-return-issues- ... #p35173315 and will keep updating the forum thread whichever way this works out.

And lastly I want again to mention as an amazon customer for longer than a full decade, I would like to continue being one. But if this wrongful accusation ends up locking up my account, then so be it.
I attached pictures of me packaging the monitor, as well as pdfs from the support chatlog, pdf of the support email and a UPS proof of delivery pdf.
I also addressed this email in addition to the [email protected] address to [email protected] as suggested by aaron158.

And I just received a phone call from an amazon agent (Which I missed of course) but they left a polite voice mail and said that since they couldn't get a hold of me, they would reply via email.
And they did:
Hello [My Name],

I'm [their name] with Amazon Executive Customer Relations. Jeff Bezos received your email and I'm responding on their behalf.

I'm sorry you received a notification indicating you returned the wrong item. You shouldn't have received that e-mail notification. I've fixed this error, and we won't be charging you again for the item.

I also want to confirm that we did receive the return of the defective item. If you do receive any further notifications indicating that you'll be charged, please reply directly to this email, and I'll get it taken care of on your behalf.

We look forward to seeing you again soon.


Best regards,
[Their name]
Amazon.ca


So glad this issue has been dealt with. And thanks for all the replies here as well.
Deal Addict
Jan 18, 2013
2971 posts
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B.C.
Did the box have a serial number on it?

I've noticed that with some electronics they scan the serial number and it's printed not he receipt. If the serial on the box didn't match that might have been an automatic fail on the return.
[OP]
Newbie
Oct 28, 2021
6 posts
20 upvotes
Yes, it did have a serial number on the box. And I was aware - which is why I was sure the whole issue was this mismatch. But again I talked to a support person before sending it back, mentioning and asking if I could swap the boxes.

Either way, just glad this is over.
Deal Guru
Dec 5, 2006
13035 posts
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Markham
Zaerog wrote: A final update:

The issue has been solved.

I responded to the last email above with this:



I attached pictures of me packaging the monitor, as well as pdfs from the support chatlog, pdf of the support email and a UPS proof of delivery pdf.
I also addressed this email in addition to the [email protected] address to [email protected] as suggested by aaron158.

And I just received a phone call from an amazon agent (Which I missed of course) but they left a polite voice mail and said that since they couldn't get a hold of me, they would reply via email.
And they did:



So glad this issue has been dealt with. And thanks for all the replies here as well.
Might be you are just lucky getting their executive assistant attention. But have to give them credit for their customer focus mindset. There is a reason why they grow to this big company
Sr. Member
Dec 9, 2013
765 posts
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Toronto
Jeff Bezos must have like 10 executive assistants combing through all his emails, probably more if he's cc'd in every little dispute lol.
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Aug 3, 2014
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smartie wrote: Might be you are just lucky getting their executive assistant attention. But have to give them credit for their customer focus mindset. There is a reason why they grow to this big company
You reached the wrong conclusion. This person needed help from their Executive Customer Relations, which many corporations have, to resolve a simple problem with their crappy customer service. I have not seen anyone who do not even understand human language like these "Account Specialist"s at Amazon. I had to email [email protected] previously with the title "Incompetent Customer Service." Just last week, my account was locked, and we had 15+ emails back-and-forth, I repeating the same thing over and over again, and they replying with the same copy-paste response. I emailed [email protected], CC'd these idiots, and had a few more emails exactly as before, I didn't even change any words, just kept sending the same thing like they do, until some "Account Specialist" surprisingly reinstated the account before ECR.
Deal Addict
Jan 31, 2007
4154 posts
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Your ...
They will charged your card again. Happened to me i returned brand-new item and got similar email that wrong item was returned. Later on got another email that I will charged for this item if not refurned in 30 days. I contacted them multiple times and nothing. Finally i saw item charged on my cc
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Feb 20, 2015
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Keep your original boxes for at least the time window of the warranty.

I have original boxes from all my TV's I own and such... that might be beyond what most would do, but I have the room to do it. Every smartphone I buy, I can repack like new as I keep the box, papers and packing material if I sell it. Find that I keep a phone for 2 years or less so I get rid of it on Kijiji. I have a buddy who immediately buys something and the box is recycled immediately, along with the paper receipt. It burned him a few times.

I've done business on Amazon for about 8 years, asked for a return on 1 item and was given an immediate refund plus was told to keep the item. That's the extent of my returns on Amazon.
Deal Guru
Dec 5, 2006
13035 posts
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hvwkzq wrote: You reached the wrong conclusion. This person needed help from their Executive Customer Relations, which many corporations have, to resolve a simple problem with their crappy customer service. I have not seen anyone who do not even understand human language like these "Account Specialist"s at Amazon. I had to email [email protected] previously with the title "Incompetent Customer Service." Just last week, my account was locked, and we had 15+ emails back-and-forth, I repeating the same thing over and over again, and they replying with the same copy-paste response. I emailed [email protected], CC'd these idiots, and had a few more emails exactly as before, I didn't even change any words, just kept sending the same thing like they do, until some "Account Specialist" surprisingly reinstated the account before ECR.
my personal experience shows amazon has good customer experience. Most times, people only post to complain. So if you just look at negative reviews from internet, that conclusion is biased. Even you had bad experience as well. The easiest way to gauge their customer service and value they provide to customers is their prime membership. If they provide poor value to customers, they should see membership drop

Although I do agree when companies are getting bigger, they tend to have more and more inconsistent customers service

Amazon customer satisfaction is pretty aligned with Costco and in RFD, Costco is perfect, right?

https://www.businesswire.com/news/home/ ... tion-Study
[OP]
Newbie
Oct 28, 2021
6 posts
20 upvotes
To be fair, I want to mention that I had this amazon account for well over 10 years, it even moved countries with me and any refunds or support issues have always been resolved super easy and smooth. So much so that Amazon has been my go to for any big purchases because it felt save for me as a customer.

And this is exactly the reason why this particular experience baffled me so much and left me speechless. The frustration was real. And I'm honestly not sure how things would have gone if I didn't post my experience here as I never heard about this Jeff email address being a thing.
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Jun 13, 2010
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miscbrah1 wrote: Jeff Bezos must have like 10 executive assistants combing through all his emails, probably more if he's cc'd in every little dispute lol.
He must have a different email that he really uses for himself.
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Jun 20, 2020
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miscbrah1 wrote: Jeff Bezos must have like 10 executive assistants combing through all his emails, probably more if he's cc'd in every little dispute lol.
Jeff Bezos is no longer CEO of Amazon
He still has a role in the company leadership as executive chair

https://www.cbc.ca/news/business/jeff-b ... -1.6090123

"As executive chair I will stay engaged in important Amazon initiatives but also have the time and energy I need to focus on the Day 1 Fund, the Bezos Earth Fund, Blue Origin, The Washington Post and my other passions," Bezos said at the time, noting that, "I've never had more energy, and this isn't about retiring."
Destiny is all
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Dec 7, 2021
1 posts
I literally made an account just now so I could reply to this. I was searching for amazon's ofm contact NUMBER (because I've been having back and forth email contact with them that's led nowhere) and I came across your post. I am literally going through THE EXACT SAME ORDEAL as you have except amazon actually CHARGED ME $600CAD for an ASUS laptop that is IN THEIR POSSESSION.

I received a faulty laptop and was sent a replacement with no hassle, but the issue arose when I sent back the original item in the box of the replacement. I got the SAME EMAILS as you. I called customer service and they told me they couldn't reverse the charge because ofm is another department and they don't have a phone contact; only email. I spent an hour on the phone with a supervisor who told me to reply to their email again and appeal the decision with as much detail about the situation as possible.

He told me that the ofm team and account specialist will "investigate" the situation and get back to me within 72hours..... this is AFTER I got a reply email from ofm to my appeal where they said the decision was final and they wouldn't reply to any other emails from me.

They charged me SIX HUNDRED DOLLARS and said they won't refund me until they get the laptop.... the laptop is literally in their warehouse somewhere.

Right now I'm just waiting for their email reply but I'm 100% calling my bank to try and get this charge reversed because this is absolutely absurd.
Member
Jul 28, 2018
374 posts
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Toronto
Zaerog wrote: To be fair, I want to mention that I had this amazon account for well over 10 years, it even moved countries with me and any refunds or support issues have always been resolved super easy and smooth. So much so that Amazon has been my go to for any big purchases because it felt save for me as a customer.

And this is exactly the reason why this particular experience baffled me so much and left me speechless. The frustration was real. And I'm honestly not sure how things would have gone if I didn't post my experience here as I never heard about this Jeff email address being a thing.
Did you end up getting charged regardless even though they said you won't get charged?

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