Amazon.com Complaint - Horrible Experience with Amazon.com jewelry return
LAWRENCE, KANSAS -- To sum up a long rant: Amazon.com is sending out delayed and defective merchandise, and then blaming the defects on the customers, and refusing to accept the returns.
You can read on if you really want the gory details, but the basic message is: stay clear of Amazon, if you are not completely certain you're going to love what they send you -- they won't take it back, and if it is messed up in any way they will blame you for it.
I had been a loyal customer of Amazon.com for several years, when I decided to order a necklace to give to my girlfriend for our 1-year anniversary. A few days before it was to be delivered, they contacted me and said it was delayed, and would not be delivered until the following month. I said okay, figuring I would give it to her for Christmas instead, and actually ordered 2 matching jewelry items off of the site as well.
After I gave the necklace to her, she felt the stone was too big for her frame. I called customer service, and they told me that I could go ahead and return it, since they had been responsible for the delay, and I'd hear from them in a few days.
2 weeks went by, and I finally called, to be informed that the return had been denied because the chain had been soldered. They sent it back (to the wrong address!!! -- i was just lucky my old roommate still lived there).
I tried to explain the situation, but the regular CSRs said that once the Jewelry Dpt. made up their minds, there was nothing they could do. They recommended talking to Executive Customer Service. So I did, but they refused to speak with me via phone, and basically just reiterated what the Jewelry Department had said, plus blaming me for not returning it on time (which was a total crock, since they were the ones responsible for the initial delay). I asked to speak with someone else, but the rep told me he was the only one who would get my messages, and that he would not respond to anything further that I wrote him. And while I may have been a little annoyed about theh whole rigamarole, I was polite and dignified the entire time (no curising or screaming, I just wanted the issue resolved).
Let me be clear: we didn't solder the necklace, we kept it in the original packaging until I shipped it back to them. I can't tell you how distressing it is to try and do the right thing, and have a company that sent you damaged goods turn around and blame you for the conditions of those goods! Heck, I even told them I'd be fine taking Amazon.com credit so they wouldn't feel like I was trying to scam money out of them or whatever.
And so all I can do is sit here with a necklace that was apparently damaged (I went over it with a magnifying glass when we got it back, and yeah, I guess it might have been soldered before they sent it to us, but I'm not a jeweler, and I guess even if I had noticed the flaw right away, they still would have blamed me for it.
So yeah - buyer beware, if you order jewelry from Amazon.com, and it arrives altered or broken -- forget about getting your money back, they are going to blame you for it.