Expired

Amazon have removed my account for excessive refunds

155
Found 29th Jul 2015
Amazon have this morning deleted my account without any warnings for excessive refunds. I am really distressed and upset, what can I do?
Community Updates
155 Comments
Nothing. If you've had lots of refunds which it seems you do, they think you may be up to something and have removed your account, for really other peoples benefit because they're having to give money back to you.
Wonders if OP will fess up and let us know how many items they purchased this year and how many of these have been returned and the reasons?
How many refunds have you had? Knowing would HUKD members consider whether Amazon's actions are appropriate.

Well I wish I could answer that but my account being deleted, I can't even tally that! :-(
Really really upset, I have just sent another email to their CIS team for consideration which I will list here in my next post

philphil61

Wonders if OP will fess up and let us know how many items they purchased … Wonders if OP will fess up and let us know how many items they purchased this year and how many of these have been returned and the reasons?


Can you please reply to this in detail rather than copy/paste the standard replies.

I have my account removed this morning and have already pleaded with you twice to reinstate without any results.

I would like answer to some of my queries please:

1. Firstly I would like to raise a formal complaint as I believe I have been treated unfairly. I had a warning for excessive refunds back in March this year which I replied to and was told that you have reviewed my account again and its NOT excessive and you apologised and I can use it as normal. This reply was sent to me on 1st April. Why was not given any warning if my refunds were excessive this time and given a chance to explain my actions rather than just deciding to randomly close my account at 2AM this morning. This has caused me much distress and I even took an hour off work just to compose my thoughts for your such drastic measure. Yes I do return items I always comment/reason for the same. I also shop a lot on your website and therefore proportionally the returns are not excessive in my views but of course that view may differ from yours. I still believe I should have been give a chance to explain myself especially when I was in the middle of my orders/returns and take any corrective actions as to please your terms and conditions. I promise to be more considerate in my orders and more thorough in researching the product beforehand to avoid disappointment given the chance.

2. What happens to my Amazon Prime payment as I signed up recently (before the 15th July Prime Sale Day) should you decide not to reinstate my account which I hope is not the case.

3. What happens to my digital content ie movies, music and ebooks that I have purchased. Will I have access to them forever if you decide not to reinstate my account.

4. Where do I stand in terms of my rights under Distance Selling Regulations for goods that were supplied within the last 14 days and the goods I had already initiated the returns for which are:

a.) Ben Howard Album in Vinyl which is warped and hence not fit for purpose as it will cause damage to my turntable. RMA created but not returned yet. Also no access to RMA printout/details.

b.) A Sofa throw which is of poor quality and according to instructions not colour fast and have the potential to leak colour on my light coloured sofa for which it was intended. RMA created but not returned yet. Also no access to RMA printout/details.

c.) Wait for Me Album in Vinyl which arrived yesterday as a replacement as the original order never made it to me, which is also heavily warped and not fit for purpose for the same reason as a.) above. I was not able to initiate a return for this yet.

d.) For all my products warranties supplied within the last year or two, if I need to claim any manufacturer warranty I would have no access to the original receipts and within one year it should be really the supplier (Amazon.co.uk) who should be dealing in the first instance anyway, which I would have no access to either.

5. Where to I stand in terms of restricted use of my Kindle which is now really limited in its use since I cannot use to purchase further content.

Please reply to all the above points mentioned in detail. I rather you speak to me like a reasonable person and give me another chance to align with your requirements but my pleads seem to be landing on deaf ears. I don't wish to beg anymore really but would like an answer to my above queries before deciding further course of action.

Also In regards to my formal complaint, please can I have a final resolution letter in writing, so I can take my complaint further with ombudsman, should I decide to do so.

Regards,
My previous correspondence in next post
Can I please please speak to someone about this?

I am really really disturbed and distressed with your decision to suddenly close my account without warnings.

I should be given a chance to explain myself with particular incidents that have led to your decision,

Please contact me on 0xxxxxxxxx or give me your contact no.

Thanks


From: Amazon.co.uk ;
To: ;
Subject: Your Amazon.co.uk Enquiry
Sent: Wed, Jul 29, 2015 8:25:00 AM

Hello,

As informed earlier, we have closed your Amazon.co.uk account and cancelled all open orders.

Please be aware that any accounts related to this account have also been closed. If you were to open a new account, the same will result and it will also be closed. In the event that you attempt to do so, we will not accept the return of any additional orders, nor will we issue further refunds in connection with any future orders. We appreciate your cooperation in refraining from using our web site.

We took these actions because you have continued to request refunds for a significant number of your orders.

In the normal course of business, the occasional problem is inevitable. The rate at which such problems have occurred on your account is extraordinary, however, and cannot continue.

Our Conditions of Use state in part: Amazon.co.uk and its affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders at their sole discretion.

http://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=1040616

Account status should not affect your ability to access your Kindle library. You can continue to access Kindle content in the Manage Your Content and Devices section of your account (www.amazon.co.uk/mycd). To access other digital content, go to Your Account and click "View Your Digital Orders" (www.amazon.co.uk/youraccount). Please do not make contact through the standard Customer Service channels again, as they will no longer be able to assist you.

We're sorry that you are disappointed by our decision, which is final.

Thank you for refraining from using our website in future.

Warmest regards,

Account Specialist
Amazon.co.uk

---- Original message: ----

Hi,
I am really shocked and distressed this morning when I got this email.
Last warning I had was back on 31st of March and I queried it and was told that further review of my account meant that my usage of returns was not excessive and that I can use my account normally. I include that response here which was sent to me on 1st April:

|
| "Hello,

Thank you for your comments.

The nature of online shopping may sometimes lead to situations where an item needs to be returned, and after further review the activity on your account does not appear excessive. Please accept our apologies for any distress caused by our previous message.

Your account remains open and available for your use.

We look forward to your next visit to Amazon.co.uk. |

|
|
|
|
Warmest regards,
Account specialist" |

|
|
And now suddenly without warning the account has been closed.
Please please, review my account and reinstate as I rely on my Amazon account for all my music/books and other things.
I even paid for Amazon Prime recently for the 15th July Prime Event and also had a few open order waiting for dispatch.
The only thing I did last night was cancelled one order (as it was NOT Dispatched yet) to order a deluxe version of the same album (as it has reduced in price). Had I known that it will cause issues, I would have not done it. Also recently part of my order never made it to me, album "Wait for Me" and I requested a replacement which I received yesterday. This was not my fault and I try to get thing delivered to my local collection point (post office) when I can but the album was too big and hence I can't do that with vinyl albums.
I please request you to reinstate my account as this is really distressing and I PROMISE I will keep control on my returns. I am not a fraudster or scammer and am a hard working person who understand the value of money and the value of service Amazon offers. Please feel free to contact me on 0xxxxxxx if you need more assurance.
Regards, |

|
| |


From: "cis@amazon.co.uk"
To:****************************
Sent: Wednesday, 29 July 2015, 2:08
Subject: Your Amazon.co.uk Account Has Been Closed

Hello,

We have closed your Amazon.co.uk account and cancelled all open orders.

Please be aware that any accounts related to this account have also been closed. If you were to open a new account, the same will result and it will also be closed. In the event that you attempt to do so, we will not accept the return of any additional orders, nor will we issue further refunds in connection with any future orders. We appreciate your cooperation in refraining from using our web site.

We took these actions because you have continued to request refunds for a significant number of your orders.

In the normal course of business, the occasional problem is inevitable. The rate at which such problems have occurred on your account is extraordinary, however, and cannot continue.

Our Conditions of Use state in part: Amazon.co.uk and its affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders at their sole discretion.

http://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=1040616

Account status should not affect your ability to access your Kindle library. You can continue to access Kindle content in the Manage Your Content and Devices section of your account (www.amazon.co.uk/mycd). To access other digital content, go to Your Account and click "View Your Digital Orders" (www.amazon.co.uk/youraccount). Please do not make contact through the standard Customer Service channels again, as they will no longer be able to assist you.

Thank you for your attention to this email.

Regards,
Account Specialist
Amazon.co.uk
Edited by moderator: "email address removed" 29th Jul 2015
You sound like a nightmare customer tbh. If you can't even guess how many refunds you've had then it's obviously too many.
seabs

You sound like a nightmare customer tbh. If you can't even guess how … You sound like a nightmare customer tbh. If you can't even guess how many refunds you've had then it's obviously too many.



yes but as I say, I shop a lot on Amazon as well so as proportion it might not be that case.
How many refunds a week do you normally do? They will prob re-instate it
Well overall, I would say I was returning 15-20% of items for genuine reasons.
If I was having to send that much stuff back I would have stopped buying from them a long time ago
ive been with amazon since 2002

Ive ordered 1000s of items in that time

I think ive retured 3 items ?

15-20% sounds very high genuinely or not and theyve decided you are too high a business risk
they reserve the right to reject you as a customer. If I had a shop and you were returning 20% of the items you bought id ask you to go else where as well
time to find a new company
Edited by: "mrwhitelabel" 29th Jul 2015
if they don't want you as a customer, then move on.
what's all this imaginary distress?
mutley1

if they don't want you as a customer, then move on.what's all this … if they don't want you as a customer, then move on.what's all this imaginary distress?



​Ha ha!! That's what I thought. Is it to prepare a legal case and sue for 'hurt feelings'?
You sound like the kind of guy who buys something uses it once then returns it. Obviously they lose money each time you do this and they've done the math and you cost them more than they make from your purchases so consequently they've blocked you. Which sounds like the right decision
rubytuesday0203

​Ha ha!! That's what I thought. Is it to prepare a legal case and sue for … ​Ha ha!! That's what I thought. Is it to prepare a legal case and sue for 'hurt feelings'?



Well its not imaginary distress, not when you use a service for most of your non food shopping. I am still in a state of distress. Had to go out and take an hour off work just to compose my thoughts as this has been bugging me all morning. I am in no mood of preparing a legal case for this but am genuinely upset by this.
I think I'd be upset too! I've recently bought 2 pairs of shoes from Amazon and returned them both- that's 100% return to purchase ratio! Hope they don't close my account!
marian_14_jul

Well its not imaginary distress, not when you use a service for most of … Well its not imaginary distress, not when you use a service for most of your non food shopping. I am still in a state of distress. Had to go out and take an hour off work just to compose my thoughts as this has been bugging me all morning. I am in no mood of preparing a legal case for this but am genuinely upset by this.



You took time off work?! You really need to have a long hard chat with yourself. You had your account closed, move on. Amazon aren't the only online retailer you can use
20%? Heck no wonder they closed your account. Not the kind of customer I would like on my books either.

For the record, I have hard that the Amazon cut off point is around 8%. So if anyone is hovering around this mark then I would be wary of doing any more returns until you get your ratio down quite a bit.
If having your Amazon account closed effects you to the point of taking time off work because you're distressed, it's probably time to reevaluate your life.
kjcoolcat

You took time off work?! You really need to have a long hard chat with … You took time off work?! You really need to have a long hard chat with yourself. You had your account closed, move on. Amazon aren't the only online retailer you can use


And that's exactly what I was doing in that hour off!!
I don't understand why it would bug you that much? There's many more places online where you can buy stuff. Don't understand the big deal. You've opened yourself up for this by returning and having a refund for things, whether genuine or not. Others don't want to risk it with you which I fully understand.
15-20%. Bloody hell, that is excessive. I'm afraid I'm with Amazon on this one. I've placed 450+ orders with Amazon and from memory, I've only returned one item.

Time to move on and find another retailer that accepts a large % of returns. I'd recommend Next, judging by the amount of clothes my wife returns to them!
You want to get out more. Distress over an Amazon account... 20% return rate.... I am surprised you lasted this long. It's not a try before you buy service, try QVC.
All judgemental comments welcome and taken aboard but all I wanted from them was a warning before they took this action. They could have contacted me and told me to stop doing so many refunds otherwise the consequence or at least settle the pending returns/orders and inform me in advance before the decision. Not emailed me at 2 in the morning when I had pending orders and pending returns to go back!
marian_14_jul

Well its not imaginary distress, not when you use a service for most of … Well its not imaginary distress, not when you use a service for most of your non food shopping. I am still in a state of distress. Had to go out and take an hour off work just to compose my thoughts as this has been bugging me all morning. I am in no mood of preparing a legal case for this but am genuinely upset by this.


Distress? Take an hour out of work? Legal case? Is this whole thread serious?

Please take a long hard look at yourself and put this into perspective.

You won't have a legal case, which ombudsman were you attending to approach about this?

Amazon are a business and can choose who they do, or do NOT want to sell to (which is you in this case).

If you're returning about 1 in 5 items due to 'issues' surely you would of taken your business elsewhere by now? I know I would.
Edited by: "ipswich78" 29th Jul 2015
You should have took more notice of the warning in march I`m afraid .
20 % is a ridiculous amount .
Read on here about somebody else getting banned for the same thing , so I`ve always been careful not to be seen to be taking advantage of their great returns policy.
ipswich78

Distress? Take an hour out of work? Legal case? Is this whole thread … Distress? Take an hour out of work? Legal case? Is this whole thread serious?Please take a long hard look at yourself and put this into perspective.You won't have a legal case, which ombudsman were you attending to approach about this?Amazon are a business and can choose who they do, or do NOT want to sell to (which is you in this case). If you're returning about 1 in 5 items due to 'issues' surely you would of taken your business elsewhere by now? I know I would.


THERE IS NO LEGAL CASE, I AM JUST UPSET!
marian_14_jul

...They could have contacted me and told me to stop doing so many refunds … ...They could have contacted me and told me to stop doing so many refunds otherwise the consequence...



Erm, isn't that what happened in March, but you still continued with the returns? Or am I missing something here?
marian_14_jul

THERE IS NO LEGAL CASE, I AM JUST UPSET!



Oh, but you mentioned legal case? Or did you want to 'return' that comment?
ipswich78

Distress? Take an hour out of work? Legal case? Is this whole thread … Distress? Take an hour out of work? Legal case? Is this whole thread serious?Please take a long hard look at yourself and put this into perspective.You won't have a legal case, which ombudsman were you attending to approach about this?Amazon are a business and can choose who they do, or do NOT want to sell to (which is you in this case). If you're returning about 1 in 5 items due to 'issues' surely you would of taken your business elsewhere by now? I know I would.



THE OMBUDSMAN IS FOR THE SUPPLIED GOODS WITHIN THE LAST 14 DAY WHICH I AM STILL ENTITLED TO RETURN WITHIN LAW AND WHICH I CANNOT DO NOW!
I AM NOT GOING TO ARGUE IF THEY KEEP MY A/C SHUT, BUT PREFER THEY DON'T AND AM JUST UPSET
wow, grow up.

Amazon are definitely justified in closing your account.

marian_14_jul

All judgemental comments welcome and taken aboard but all I wanted from … All judgemental comments welcome and taken aboard but all I wanted from them was a warning before they took this action. They could have contacted me and told me to stop doing so many refunds otherwise the consequence or at least settle the pending returns/orders and inform me in advance before the decision. Not emailed me at 2 in the morning when I had pending orders and pending returns to go back!



They did back at the end of March as you recall.
theyiddo

Erm, isn't that what happened in March, but you still continued with the … Erm, isn't that what happened in March, but you still continued with the returns? Or am I missing something here?


No, you're not missing anything... There's only one person missing something in this thread.
theyiddo

Erm, isn't that what happened in March, but you still continued with the … Erm, isn't that what happened in March, but you still continued with the returns? Or am I missing something here?


In march they reviewed my account and said that I DO NOT have excessive refunds and apologised for that email and told me to carry on with my account as usual. That response is quoted there as well.
BarmyBulldog

They did back at the end of March as you recall.


Yes which I queried and the reply is quoted for you to read as well
marian_14_jul

In march they reviewed my account and said that I DO NOT have excessive … In march they reviewed my account and said that I DO NOT have excessive refunds and apologised for that email and told me to carry on with my account as usual. That response is quoted there as well.



Surely it would have raised an alarm that your return rate was too high to even be flagged for attention. I would have taken that as a warning regardless of their decision.
BarmyBulldog

Surely it would have raised an alarm that your return rate was too high … Surely it would have raised an alarm that your return rate was too high to even be flagged for attention. I would have taken that as a warning regardless of their decision.


Which I did and limited my usage of the website but still had to sent back damaged goods.
BarmyBulldog

Surely it would have raised an alarm that your return rate was too high … Surely it would have raised an alarm that your return rate was too high to even be flagged for attention. I would have taken that as a warning regardless of their decision.


Most people might of taken this as a nudge that they need to keep an eye on their behaviour.
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