I've been a long-time amazon customer and have been (generally) quite happy with my purchases and with customer service. I recently bought several wii games (directly from amazon) and inadvertently purchased duplicates - I apparently had 2 each of two games instead of 1 each of two games in my cart when I checked out. I returned the "spares" of both games in the condition in which I received them (new and unopened). When I received my refund I discovered that I was charged for return shipping (which I expected as the order was due to my error) and a 50% "adjustment" fee on one of the games (unexpected). When I contacted customer service I was informed that it is amazon policy to charge a 50% restocking fee if the return is due to customer error. This does not seem to be consistent with stated amazon policy of only charging restocking fees in case of damaged or opened packaging. I eventually got a refund, but was informed that it was a one-time waiver due to my "unfamiliarity" with the policy.
More disturbingly, when I insisted the restocking fee was in direct opposition to the stated policy, I was informed that (upon further research) the customer service rep determined that I was charged a restocking fee due to damage to the returned game, but was refunded due to the fact that Amazon "trusts me" when I said the game was unopened.
Wow, really? Should this be a multiple choice process where reasons are offered until the customer just gives up? Anyone else run into this sort of thing? I appreciate the refund of fees this time, but if this is the new policy it will significantly decrease the business I do with Amazon in the future. Even Best Buy doesn't charge a 50% restock on a new and unopened game (and they get really crazy about that sort of thing sometimes)....
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