My Amazon return experience (as an Australian)

[Optic]

This is my experience on getting a replacement for a damaged product I received from Amazon.

 

Things to consider:

• I live in Australia.
  
• This was purchased from the Amazon US store.
  
• Shipping is fairly expensive to and from the US.
  

 

The Faulty Product

I bought Akame ga Kill Collection 1 Limited Edition from Amazon and when it arrived, the outer box was damaged. Now I was quite certain it was damaged from the start before being shipped because the shipping box was in good condition and I buy from Amazon quite often - this is the first time this has happened to me!

 

 

If it was a normal edition then I would have let this slide, but I just couldn't as this was a Limited Edition... so off to Amazon's website to learn more about the Returns and Replacement process.

 

I followed the steps in Amazon My Account and was given the option to get an immediate replacement shipped out to me, whilst being required to ship it back at the Post Office (it seems in the US, you would get the option for a courier to pick it up), as I am in Australia this was the only feasible option. I was automatically refunded $15 USD to cover the cost of return shipping.

 

However... Australia Post is expensive to ship parcels internationally. To ship this thing back to Amazon Returns (Lexington

 

$15 USD would have been enough if it was just under 500g but this lovely Akame ga Kill package was about 700g. So that puts it in the second bracket. It cost me $36.70 AUD to ship back, leaving me slightly out of pocket on the return shipping.

 

I am not kidding seriously look at these brutal shipping prices for International parcels:

 

Now to be fair, the only other online retailer I know of that covers the return shipping for faulty items is Dell. So the fact that Amazon even offered anything back on the return shipping was a bonus in my opinion (Australian online retailers, you can learn from this! )

 

 

So I shipped it anyway to get the ball going, and Amazon already started shipping the replacement item. Basically it just did the same order again, free of charge as long as the damaged item made it back within a month - otherwise they would charge you again on your Credit Card.

 

And so my return parcel was sent from lovely Perth, Western Australia on its long journey back to Lexington, Kentucky in the United States.

 

It took 2 weeks to arrive! Estimated 3-10 business days??! Pfft, as if.

 

 

I received the new replacement from Amazon about a week and a half after I sent the return parcel.

 

Fingers crossed I hoped it was in good condition....

 

 

Yup, in excellent condition.

 

I also managed to get Amazon to provide me with $27.40 USD for return shipping based on the photo I sent via their Live Chat:

 

11:51 PM PST Camille(Amazon): Hello, my name is Camille from Amazon.com Chat Support.

 

11:51 PM PST Optic: Hello Cam

11:51 PM PST Camille: Hi Optic

11:52 PM PST Camille: I understand that you are inquiring about a return. No worries, I am here to help.

To assist you further, can you provide me the order number please?

 

11:52 PM PST Optic: 102-1938299-2195434

11:52 PM PST Camille: Thanks so much.

11:53 PM PST Camille: May I know which item?

11:53 PM PST Optic: Yes, Akame Ga Kill 1 [blu-ray]

11:53 PM PST Camille: Thanks.

11:53 PM PST Optic: I have already requested the replacement and it has been shipped

Amazon advised me to ship back at my own expense, and would compensate me $15 USD to do so

11:53 PM PST Camille: So you are referring to the return shipping fee you will be charged for the return right?

I see.

11:54 PM PST Camille: May I know if this is a promise of a previous rep and may I know the name?

11:54 PM PST Optic: Yes, the option I was given was to return it at the Post Office to print mailing label

No, it was the process I followed on my Order page

11:54 PM PST Camille: I see!

Thanks so much for confirming.

In this case, a $15 refund will work?

Have you shipped the item back already?

11:55 PM PST Optic: I have already sent it back as per the mailing label that I was advised to attach - problem is, the cost to mail it back was $36.70 AUD

Which is higher than $15 USD

I have a photo you can refer to

11:56 PM PST Optic: x

Which I took before I shipped it at the Post Office

11:56 PM PST Camille: Thanks so much.

Nothing to worry, I will make an exception and have you refunded for the return shipping fee since the item originally is defective.

11:57 PM PST Camille: I am not able to access the photo from the link you provided.

Can you please upload it here?

http://screenshot.net/

11:58 PM PST Camille: Then, I will process the refund for the full amount of the return shipping fee.

11:58 PM PST Optic: Here you go: x

11:58 PM PST Camille: Thanks so much!

11:58 PM PST Optic: The return consignment has a tracking number, which you can confirm if you like: LK912656796AU

11:59 PM PST Camille: Yes.

Thanks so much.

All information are perferct.

perfect**

So to confirm, process a refund of $36.70.

Processing now.

11:59 PM PST Optic: Uhm, well the equivalent in USD

Your dollar is stronger than AUD

12:00 AM PST Camille: Oh!

Didn't see that.

12:00 AM PST Optic: So current exchange rate is $36.70 AUD = $27.40 USD

Yeah, I'm in Australia

12:00 AM PST Camille: Thanks for that.

So refund $27.40 right?

12:00 AM PST Optic: I'm happy with that yes

12:01 AM PST Camille: Perfect!

Processing now

12:01 AM PST Optic: And that refund goes to the same payment method I used? (credit card) ?

12:01 AM PST Camille: There you go.

I have successfully processed the refund for you.

 

You will see the refund on your account on the next 2-3 business days. It will be posted on the original payment on the order.

 

12:02 AM PST Camille: Yes that is correct.

12:02 AM PST Optic: OK

12:02 AM PST Camille: Was I able to address all of your concerns? I just want to make sure you feel happy with the service you received today.

 

12:02 AM PST Optic: All good, thanks

12:02 AM PST Camille: It's my pleasure working with you today. Thank for contacting Amazon. Please make sure to click the ***End Chat*** link to close this window. Have a wonderful day!

 

Take care!

12:03 AM PST Optic: OK bye

12:03 AM PST Camille:

 

When my return parcel finally reached Amazon, they updated my Return order status with a confirmation email:

 

So in summary, Amazon has great customer service. Of course had they not shipped a damaged item in the first place I would have avoided 2 weeks of mucking about - but the fact that they covered the return shipping and IMMEDIATELY shipped a replacement item was awesome.

 

The only thing I can think of where this could go wrong is if your return shipment of the faulty item gets lost in the mail and doesn't make it back to Amazon... then that could be a very messy situation. You'd have to then make an insurance claim with Australia Post...

 

Anyway just thought I'd share my experience and thought it might be useful especeially for those buying from Amazon US that live outside the US.

[Evil Bunny of Doom]

(this is totaly random but I NEED to mention it...)

wow Optic-san, you can chat so casually with a person you don't even know with smilies and such, when you're only talking bussiness... ._.

I'm more than grateful I've never had issues with damaged goods (I've never shopped from Amazon but I buy stuff online often.... I even order food online since it doesn't require talking on the phone ) because I'd be too awkward to do anything about it...

[Akame]

ACKKK!!!

 

I NEED THIS LIMITED EDITION!!! I HOPE IT'S NOT SOLD OUT!! %#^*!!!

 

Did you get the dub version or just the regular sub?

[SurrealBrain]

Sounds similar to an experience I had with Play-Asia. Just replace "defective item" with "wrong game." I ordered Puyo Puyo Tetris and got a K-On! game last year. I was infuriated, and would have been even more so had I not gotten Star Fox Adventures and Star Fox Assault the same day (great games, by the way). I like K-On!, don't get me wrong, but I didn't order a K-On! game, dang it!

 

Fortunately, they realized their mistake, so I sent the K-On! game back, and they apologized for the error. I eventually got Puyo Puyo Tetris. Later than I'd have liked, but I got it. So their customer service is very reliable and professional, at least.

 

Glad to hear things got sorted out on your end, Optic. Hope you enjoy the show!

Edited March 17, 2016 by Guest

[Optic]

wow Optic-san, you can chat so casually with a person you don't even know with smilies and such, when you're only talking bussiness... ._.

Ah well the chat agent seemed friendly so I thought why not throw in the smilies?

 

Did you get the dub version or just the regular sub?

Sorry for my late reply - was absent for a bit. It includes both the English dub and Japanese w/English subtitles as selectable tracks.

 

Sounds similar to an experience I had with Play-Asia.

Play-Asia are pretty good, I've ordered Blu-Rays and PS3 games from them before. Good to hear they resolved your issue.

[SurrealBrain]

Yeah, they were very professional about it, which makes me want to buy from them again...and have on some occasions.