Amazon Customer Banned for Returning Faulty Goods

by - 6 years ago


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.”


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7 Comments on Amazon Customer Banned for Returning Faulty Goods

  • this has happened to me, they don’t give a sh*t

  • Avatar Rod O'Neal says:

    A 10% return rate with such a large sample is extremely high. Years ago I worked for a company who used to track habitual returners. What they would do is only offer future purchases as final sales. The customer would have to sign agreeing to the terms or the purchase would be refused. AFAIK they never made anything retro to previous purchases though.

    Examples are people who would buy garden equipment use it and return it as not performing satisfactorily. Air conditioners that they would return in the autumn. Large screen TV’s purchased on SB weekend and returned the following week. Camcorders bought around the holidays or graduation and returned after events, Etc…

    Some people just take advantage of customer satisfaction policies and think it’s fine because the policy allows it.

    • Avatar 12John34 says:

      I know cases with people buying hi end computer parts, for example a GTX 580, burn that card just months before warranty period ends and then demand the replacement card to be of the same value, not the same performance, but the same value. If they had payed 500 for that GTX 580 they would demand a 980 for example today.
      That way they could be replacing hi end hardware for free.

      • Avatar Zak Feasey says:

        Damn, kinda sucks. I mean, I’ve only ever had a replacement of something once. It was a Corsair headset which genuinely stopped working on me. Usually, even if there’s a few months left on warranty I’d buy a replacement. Sucks that people abuse the system to this extent and put others at risk of being denied a replacement when necessary.

        • Avatar 12John34 says:

          Plaisio computers, one of the biggest retail stores here in Greece, had the best after sales support in Greece 10 years ago. People took advantage of that, like in the example I gave above, and now it is very very difficult to do an RMA without having to pass first from the holy inquisition.

  • Avatar Wesley Avrett says:

    I’ve been fortunate to only require a few returns. Generally, it’s the seller who I have to deal with. Was he returning them to a warehouse?

  • Avatar Gary says:

    we went through a spate of Yodel delivering to the wrong address or just losing things in transit, often even claiming we had signed for the items…. on calling amazon about one particular missing delivery they informed us we would have to return the items to enable a refund……we pointed out in no uncertain terms that if we had the damn items to begin with, we would not be contacting them trying to find out where the hell they were or asking for a refund….
    They got a bit funny at one point trying to suggest we had done this too often, and as we said in a very in depth email and follow up phone call, if they used a more reliable courier service they would not have so many problems of this nature…. if we pay for something we expect it to actually be delivered and its hardly our fault if it isn’t, I can understand they have to be careful these days, but their less than sympathetic attitude and often accusatory tone leaves a lot to be desired sometimes.

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