lupo pazzesco
05-26-2011, 05:41 PM
I know, I know, LOONNNG time since I've posted but this particular gem is rubbing me the wrong way for some reason.
Bit of BG, part of my job is managing our online marketplaces such as Amazon, alibris, half.com, etc, etc. This also includes contact with buyers. Nine times out of ten, people are understanding and easy to work with, even if they're kinda crazy. we sell used textbooks online, and some people's standards are incredibly high, stupidly high I would say. Well, sometimes, as it happens, other sellers will buy from us, so they can turn around and resell for higher. Not sure why, just how shit happens. (end of BG)
I got an amazon message last week. Now, first off, there are different versions of some books. Same title/author and content, but some come with CDs, access codes or special happy bells and whistles that cost more. WE list by ISBN, so if you search for it on Amazon, you'll see THEIR description, can click on "used from" and go to see the marketplace where other sellers are offering that title in various conditions. ALL of our books are described as used, in used condition, may contain writing and/or highlighting. If an item is listed by amazon as with a CD, study guide or whathaveyou, that's how WE sell it.
Guy orders This book (http://www.amazon.com/gp/product/0321595211)
Scroll down and there's blurb about with a special CD and the features on CD, but it clearly notes (complete with hyperlink!!) that this refers to an ALTERNATE edition seen here (http://www.amazon.com/gp/product/0130168009/ref=dp_proddesc_1?ie=UTF8&n=283155).
What we listed? No CD. Confusing yes, but hey, it's Amazon and the publisher's wording.
Well, Mr. Asstard here comes and sends the following message (all spelling and grammar intact):
"We received this book without a CD which means this item was advertised incorrectly by you on amazon. If you have the CD send it to [Address removed]. Reference the above order number.
If you do not have the CD ssue a full refund, and if you would like the
book back we can arrange return shipment. Please respond regarding hat your actions will be. If you do not do one of the previous options we will ave to file an A-Z claim with Amazon to receive our money back fr your false advertise.
Thank you,
Mr. Asstard"
Ok, fine, I doublechecked, made sure we had the correct listing, even went to the PUBLISHER'S site to verify the ISBN he purchased didn't come with anything, and it didn't. So I responded politely, and informed him of such, mainly, with the following email through Amazon messaging:
Hello,
I am sorry if there seems to be some confusion, however the book was listed
correctly, with no CD included. I have looked at the publishers website, and
nothing on the information listed from the publisher indicates this book is
meant to come with a CD, at least not for this ISBN [Identifying info from above with publisher link]
Nor does the Amazon product page list it as with a CD, though there is a link
or an alternate paperback edition that includes the CD, seen here:
[same link from above]
I do apologize for the confusion, however if you would still like a refund
issued, please feel free to send the book back to the address below, and include
he packing slip sent with the book. Once we receive it back, we will gladly
issue a refund for the cost of the book. Please be advised that our refund policy is such that all returns generally must be postmarked within 10 days of receipt of messages granting refunds. Thank you and have a great day!"
End of it, you'd think, yes? Especially since I hadn't heard from him for over a week. Well, apparently not. This morning, there's another lovely little gem.
Another note here: Our policy is we don't pay for return shipping unless we've made an error. That's in line with Amazon Seller terms. It's not on us to ship it back, we just refund the cost of the item. Further, Amazon ALSO recommends (which we adhere to) not issuing a refund until we get the item back in our grubby little hands. Note how above he demanded a refund and then MAYBE we could arrange getting our book back? yeah, um...no...
Here's what he had to say this morning:
send a call tag for this book or refund the shipping in Amazon first before we send it back to ensure the book is getting refunded.
...
NO!!
>.<
So, I toddle back to reread Amazon terms and conditions again, to make sure I'm not misinterpreting them, and doublecheck the refund policy issued on OUR storefront. Yup, everything lines up. So, I sent another message out today, again super polite:
Hello,
I am sorry that this order did not work out for you. However, our policy is not to issue any refunds until the item is back in our facility. Further, return shipping is not at our cost, as we shipped the correct item you ordered. As such, if you would still like a call tag issued, the cost of said tag plus the shipping to get it to you will be deducted from the amount of your refund. If you wish to send the book back to us, the address is below.
Thank you and have a great day!
Probably won't hear back from him for another week...
I did a little investigating, and he's a condescending piece of work. His account is a storefront for another bookseller. Ok, sure, fine, whatever. But he's being demanding that we give him every last cent back and some change, because HE read a description wrong and ordered a wrong book, but HIS return policy is so horribly WRONG.
First of all, you have to contact them within 2 days and get permission/authorization to return books, then ship them back within a week, AND get charged a 10% restocking fee (Fun fact!! Directly from Amazon: For used media, defects/damage/material difference should be reported to you within 14 days of receipt and the returned merchandise should still be postmarked within 30 days of shipment. There should be no restocking fee charged if the item is defective/damaged/materially different. - He's charging a restocking fee regardless, and it's indicated in his feedback!) Also, if you don't have permission to return you get walloped with a 40% restocking fee, so if your mail carrier can't deliver/he gets the address wrong/you refuse or change your mind?? Yeah, you lose about half your money.
Reading through this person/store's feedback, I'm amazed at some of the gall. Yes, overall a super high feedback score, lots of positives but the negatives are a doozy. Takes too long to respond, never ships a book, or waits until 1 day AFTER the period where a book can be returned to answer an email. :wtf:
So...who wants to bet I hear from this ass next week, threatening another claim? I held back from mentioning Amazon's rules, that's for next time, because I'm pretty sure he's going to pitch a fit and a half.
:help:
Bit of BG, part of my job is managing our online marketplaces such as Amazon, alibris, half.com, etc, etc. This also includes contact with buyers. Nine times out of ten, people are understanding and easy to work with, even if they're kinda crazy. we sell used textbooks online, and some people's standards are incredibly high, stupidly high I would say. Well, sometimes, as it happens, other sellers will buy from us, so they can turn around and resell for higher. Not sure why, just how shit happens. (end of BG)
I got an amazon message last week. Now, first off, there are different versions of some books. Same title/author and content, but some come with CDs, access codes or special happy bells and whistles that cost more. WE list by ISBN, so if you search for it on Amazon, you'll see THEIR description, can click on "used from" and go to see the marketplace where other sellers are offering that title in various conditions. ALL of our books are described as used, in used condition, may contain writing and/or highlighting. If an item is listed by amazon as with a CD, study guide or whathaveyou, that's how WE sell it.
Guy orders This book (http://www.amazon.com/gp/product/0321595211)
Scroll down and there's blurb about with a special CD and the features on CD, but it clearly notes (complete with hyperlink!!) that this refers to an ALTERNATE edition seen here (http://www.amazon.com/gp/product/0130168009/ref=dp_proddesc_1?ie=UTF8&n=283155).
What we listed? No CD. Confusing yes, but hey, it's Amazon and the publisher's wording.
Well, Mr. Asstard here comes and sends the following message (all spelling and grammar intact):
"We received this book without a CD which means this item was advertised incorrectly by you on amazon. If you have the CD send it to [Address removed]. Reference the above order number.
If you do not have the CD ssue a full refund, and if you would like the
book back we can arrange return shipment. Please respond regarding hat your actions will be. If you do not do one of the previous options we will ave to file an A-Z claim with Amazon to receive our money back fr your false advertise.
Thank you,
Mr. Asstard"
Ok, fine, I doublechecked, made sure we had the correct listing, even went to the PUBLISHER'S site to verify the ISBN he purchased didn't come with anything, and it didn't. So I responded politely, and informed him of such, mainly, with the following email through Amazon messaging:
Hello,
I am sorry if there seems to be some confusion, however the book was listed
correctly, with no CD included. I have looked at the publishers website, and
nothing on the information listed from the publisher indicates this book is
meant to come with a CD, at least not for this ISBN [Identifying info from above with publisher link]
Nor does the Amazon product page list it as with a CD, though there is a link
or an alternate paperback edition that includes the CD, seen here:
[same link from above]
I do apologize for the confusion, however if you would still like a refund
issued, please feel free to send the book back to the address below, and include
he packing slip sent with the book. Once we receive it back, we will gladly
issue a refund for the cost of the book. Please be advised that our refund policy is such that all returns generally must be postmarked within 10 days of receipt of messages granting refunds. Thank you and have a great day!"
End of it, you'd think, yes? Especially since I hadn't heard from him for over a week. Well, apparently not. This morning, there's another lovely little gem.
Another note here: Our policy is we don't pay for return shipping unless we've made an error. That's in line with Amazon Seller terms. It's not on us to ship it back, we just refund the cost of the item. Further, Amazon ALSO recommends (which we adhere to) not issuing a refund until we get the item back in our grubby little hands. Note how above he demanded a refund and then MAYBE we could arrange getting our book back? yeah, um...no...
Here's what he had to say this morning:
send a call tag for this book or refund the shipping in Amazon first before we send it back to ensure the book is getting refunded.
...
NO!!
>.<
So, I toddle back to reread Amazon terms and conditions again, to make sure I'm not misinterpreting them, and doublecheck the refund policy issued on OUR storefront. Yup, everything lines up. So, I sent another message out today, again super polite:
Hello,
I am sorry that this order did not work out for you. However, our policy is not to issue any refunds until the item is back in our facility. Further, return shipping is not at our cost, as we shipped the correct item you ordered. As such, if you would still like a call tag issued, the cost of said tag plus the shipping to get it to you will be deducted from the amount of your refund. If you wish to send the book back to us, the address is below.
Thank you and have a great day!
Probably won't hear back from him for another week...
I did a little investigating, and he's a condescending piece of work. His account is a storefront for another bookseller. Ok, sure, fine, whatever. But he's being demanding that we give him every last cent back and some change, because HE read a description wrong and ordered a wrong book, but HIS return policy is so horribly WRONG.
First of all, you have to contact them within 2 days and get permission/authorization to return books, then ship them back within a week, AND get charged a 10% restocking fee (Fun fact!! Directly from Amazon: For used media, defects/damage/material difference should be reported to you within 14 days of receipt and the returned merchandise should still be postmarked within 30 days of shipment. There should be no restocking fee charged if the item is defective/damaged/materially different. - He's charging a restocking fee regardless, and it's indicated in his feedback!) Also, if you don't have permission to return you get walloped with a 40% restocking fee, so if your mail carrier can't deliver/he gets the address wrong/you refuse or change your mind?? Yeah, you lose about half your money.
Reading through this person/store's feedback, I'm amazed at some of the gall. Yes, overall a super high feedback score, lots of positives but the negatives are a doozy. Takes too long to respond, never ships a book, or waits until 1 day AFTER the period where a book can be returned to answer an email. :wtf:
So...who wants to bet I hear from this ass next week, threatening another claim? I held back from mentioning Amazon's rules, that's for next time, because I'm pretty sure he's going to pitch a fit and a half.
:help: