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It’s weird, every time I’ve talked to Amazon support they’ve always done well. Did they refuse to refund you or let you return it?

kwanbix 1y ago
Yeah, same for me. I don't like commingling either, but I could always solve it with Amazon's support.
Someone1234 1y ago
That's neither here nor there. Amazon regularly commingling legitimate and counterfeit goods, means that customers are left with the job of trying to verify that the goods they ordered are legitimate. For every customer that complaints & refunds, there might be three or more who don't. Some of these counterfeit products have legitimate safety concerns, for example lead paint usage, battery fire risks, PPE that misstates its effectiveness, or USB chargers with poor AC DC electrical isolation. This is a huge trust problem, and "the customer needs to detect counterfeits and refund," isn't actually a solution to THAT problem.
- londons_explore 1y ago
  The solution is a regulator who buys random goods, thoroughly checks them, then fines Amazon for products found to be unsafe/illegal. Amazon could then persue the manufacturer for sending bad goods.
  - mcherm 1y ago
    Or... Amazon could say "this is a third party seller on our platform, so blame THEM",then the third party seller gets held responsible for the fraudulent goods despite having no ability to control it. Not a very sane system but apparently the one we chose to use (at least until now, when Amazon decides to eliminate commingling).
a2128 1y ago
I bought an electronic item brand new, sold by Amazon, and they sent me a used one that already had its digital bundle redeemed by someone else and 5 out of 12 manufacturer warranty months used. I contacted Amazon support about this within a week and they told me replacement is not possible in my situation, I can return it but a full refund is not guaranteed
- UltraSane 1y ago
  That seems like illegal fraud on the part of Amazon. They sold something they claimed was new and it wasn't. They have to give you a full refund if you return it.
  - danaris 1y ago
    And what is their recourse if Amazon just says "nope, deal with it"? Sue them? Even assuming that kind of time, money, and energy expenditure is within their resources, Amazon's legal department is likely to be able to stonewall until they run out of money. Then multiply that by however many thousands or tens of thousands of customers Amazon has done this to. No more than a fraction will ever complain, no more than a fraction of those will ever sue. Amazon has been allowed to get too big, and the usual methods of dealing with fraud at this level simply don't work reliably.
- sersi 1y ago
  Did you escalate? I've found that sometimes CS first response is not always satisfactory but escalating and reminding them of the laws does work.
  - a2128 1y ago
    I tried, but they basically said we can't help anymore in this matter and disconnected me and I saw no further way to escalate. This was in the US. In the EU when I had another problem with Amazon and CS was unhelpful I was able to escalate via relevant authorities and it eventually got someone from Executive Customer Relations to send an actual human-written email apologizing for the whole ordeal and resolving my situation
nenenejej 1y ago
What if the product causes harm? Fire for example or poisoning.

kwanbix 1y ago

Yeah, same for me. I don't like commingling either, but I could always solve it with Amazon's support.

Someone1234 1y ago

That's neither here nor there. Amazon regularly commingling legitimate and counterfeit goods, means that customers are left with the job of trying to verify that the goods they ordered are legitimate. For every customer that complaints & refunds, there might be three or more who don't. Some of these counterfeit products have legitimate safety concerns, for example lead paint usage, battery fire risks, PPE that misstates its effectiveness, or USB chargers with poor AC DC electrical isolation. This is a huge trust problem, and "the customer needs to detect counterfeits and refund," isn't actually a solution to THAT problem.

londons_explore 1y ago
The solution is a regulator who buys random goods, thoroughly checks them, then fines Amazon for products found to be unsafe/illegal. Amazon could then persue the manufacturer for sending bad goods.
- mcherm 1y ago
  Or... Amazon could say "this is a third party seller on our platform, so blame THEM",then the third party seller gets held responsible for the fraudulent goods despite having no ability to control it. Not a very sane system but apparently the one we chose to use (at least until now, when Amazon decides to eliminate commingling).

a2128 1y ago

I bought an electronic item brand new, sold by Amazon, and they sent me a used one that already had its digital bundle redeemed by someone else and 5 out of 12 manufacturer warranty months used. I contacted Amazon support about this within a week and they told me replacement is not possible in my situation, I can return it but a full refund is not guaranteed

UltraSane 1y ago
That seems like illegal fraud on the part of Amazon. They sold something they claimed was new and it wasn't. They have to give you a full refund if you return it.
- danaris 1y ago
  And what is their recourse if Amazon just says "nope, deal with it"? Sue them? Even assuming that kind of time, money, and energy expenditure is within their resources, Amazon's legal department is likely to be able to stonewall until they run out of money. Then multiply that by however many thousands or tens of thousands of customers Amazon has done this to. No more than a fraction will ever complain, no more than a fraction of those will ever sue. Amazon has been allowed to get too big, and the usual methods of dealing with fraud at this level simply don't work reliably.
sersi 1y ago
Did you escalate? I've found that sometimes CS first response is not always satisfactory but escalating and reminding them of the laws does work.
- a2128 1y ago
  I tried, but they basically said we can't help anymore in this matter and disconnected me and I saw no further way to escalate. This was in the US. In the EU when I had another problem with Amazon and CS was unhelpful I was able to escalate via relevant authorities and it eventually got someone from Executive Customer Relations to send an actual human-written email apologizing for the whole ordeal and resolving my situation

nenenejej 1y ago

What if the product causes harm? Fire for example or poisoning.