A self-confessed Amazon addict has had his account banned and gift card balance seized after returning a number of items which he insists were faulty. Greg Nelson, a computer programmer from the UK, bought 343 items from the online retailer over two years, returning 37 of them on the grounds that they were faulty, damaged, or not as described. The frequent returns have resulted in him being blocked from any future purchases from Amazon, losing his gift card balance in the process, despite what Nelson claims to be fair grounds for sending the offending items back.
“As a previously fervently loyal fan of Amazon who has been a customer since 2002, I understand that it is trying to protect its business – however I find its actions in this situation totally egregious,” Nelson told The Guardian. “I could understand if there were evidence that I had somehow tried to abuse the system, but I haven’t. Of course, Amazon can refuse to serve whom it likes, but surely it cannot legally keep gift card balances and other purchased goods which have already been paid for by the customer – despite what any potentially unfair small print might say?”
Nelson has tried repeatedly to contact Amazon about the matter, but the company’s customer service department has only responded with a default response, refusing to re-open his account.
Amazon refused to discuss Nelson’s case specifically, but confirmed that Nelson’s account will remain closed.
“Our goal is to deliver the best experience for the millions of customers who shop with us,” an Amazon spokesperson said. “In a tiny fraction of cases we are forced to close accounts where we identify extreme account abuse. This decision is only taken after we have reviewed the account carefully and tried to work with the customer over an extended time period to resolve any issues.”