Amazon ripped me off!
by mg262 - Written: Sep 04 '02 (Updated Sep 04 '02)
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I found a $50 gift certificate that had expired 13 days earlier and called Amazon’s customer service. The representative told me that my mother–in-law, the gift giver, would need to call Amazon herself to have it reissued. The next day, my mother–in-law, my wife and I spoke to eight different Amazon representatives and each time were told that the certificate would not be reissued or extended because we do not live in California or New Hampshire, where lawmakers evidently protect residents from predatory retailers. The demeanor of Amazon’s staff ranged from vaguely pleasant and sympathetic, to mechanical and rude. One representative in the order department (“Charlie” was the only identification he’d give) hung up the phone when I was not satisfied with his responses. Two of the representatives we spoke with, eager to curtail a lengthy telephone conversation, took our email addresses and promised prompt consideration by their superiors. Email responses followed promptly enough: a terse, decisive but uninformative rejection, closing with anticipation of our future business (!).
In our conversations with Amazon representatives my wife and I offered various solutions. First we suggested that the certificate’s value be credited to a previous order I made last month before the expiration date, but that solution was rejected. Then we asked that a credit be applied to a pending order, without success (the order has since been canceled). Finally, we said we would be satisfied with a refund to my mother–in-law’s credit card, but that too was not acceptable to Amazon.
Amazon acted disgracefully. Its unusually short expiration on gift certificates is obviously a corporate policy calculated to inflate Amazon’s revenues. Even beyond the theft of my in-laws’ $50, I am dismayed that Amazon’s customer service practice is to evade questions or throw up their hands and say there is nothing to be done. Of course something can be done, but why bother when Amazon can pocket cash from unredeemed gift certificates as pure profit?
I am stunned at this shabby treatment from Amazon. We have been customers for years, and always felt an interest in seeing the Amazon brand thrive and grow. Our purchase habits bear this out. Since January this year we have spent over $400 at Amazon (not including purchases made with Amazon gift certificates, which we will in future refuse), and expected to do much of our Christmas shopping with Amazon and its partners again this year. After this experience, we will be shopping at the mall.
Recommended:
No
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