Amazon and Restocking Fees: Trust Me, She Says
Sometimes I find Amazonās customer service appalling. Iām looking to buy a new Android tablet and I have narrowed my choice down to a Samsung Galaxy Tab S2. Good size, plenty of processing power and battery. Good weight. But I also know that when I get it, I may not be happy with it. The form factor may not be good for me. Samsungās Touchwiz may break some applications I use (my wife bought a G5 and some apps are broken on it) and that I absolutely require. I canāt tell if these things will be issues or not without trying the tablet out.
At about $600 for the tablet and a keyboard, I want to know that I can return it if I donāt like it and not take a loss. Or, at the very least, what the loss will be so I can factor that into my buying decision. Truth be told, one of the reasons I buy from Amazon is because of the liberal return policy. So I went looking for the return policy on Amazonās site and they donāt explicitly say there is no restocking fee, but they also donāt say there isnāt one either.
The section headed āComputersā on the return policy page says that unopened or dead on arrival computers and tablets can be returned within 30 days for a full refund. It also says that if I claim it is DoA but itās not, Amazon can charge me a 15% restocking fee--presumably a punishment for lying to get a full refund. It also says that if I return a damaged or unsellable product due to something I did, Amazon can charge me a higher restocking fee.
Nowhere does Amazon say it will charge a restocking fee simply for returning an opened computer or tablet. Now, you may assume that Amazon will or wonāt charge a restocking fee, but the company doesnāt state it will or wonāt on its official return policy page. In fact, language about restocking fees is conspicuously missing from the policy. Most, if not all, other retail sites and stores will tell you what the restocking fee is and when it is applied. Especially when asked. Amazon doesnāt.
So I reached out to Amazon via chat (you can see the transcript below)Ā to ask what the fees are. The gist is that charging a restocking fee is up to the return center but Amazonās representative said that if I return the product within the 30 days, I likely wonāt be charged.
Iāve spent a lot of money with Amazon over the years. Am I a good enough customer that Amazon will eat the restocking fee to keep me happy? Have IĀ returned too many things in the past and Iāve crossed an invisible threshold above which I will be charged a fee? If I am charged, will I have to call and argue my case to get the charge reversed? What are the criteria for assessing a restocking fee? These arenāt difficult or unreasonable questions to ask or answer. Since that charge could range from $90 to $120, Iād like to know what Iām in for before I commit to the purchase.
What I am left with is an uneasy feeling from ājust trust me.ā
Here's a copy of the chat transcript you requested:
Initial Question: return policy for a tablet sold via Amazon. Hi, I am looking at the Samsung Galaxy Tab S2 ASIN: B0134RE54W and the return policy is unclear as to whether there is a restocking fee if I open and decide I no longer want and return it within 30 days.
Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā 12:14 PM PST Priscila(Amazon): Hello Mike , my name is Priscila. I'm here to help you today. Please allow me a moment to check this for you
12:14 PM PST Mike Fratto: k
12:17 PM PST Priscila: The return policy means that you can return an item within the 30 day window after it was delivered. You will get a full refund if it was returned because it came damaged or defective but if you are returning it because you no longer wanted, there may be a restocking fee. And this is determined by the return center that receives the item and the reason why you no longer want it
12:20 PM PST Mike Fratto: ok, what is the restocking fee? I can't imagine this is left up to the restocking center. I am only asking about the case where the product is open, NOT damaged, but I don't want it. In other words, I am not going to say the tablet is dead on arrival to get a full refund. :-)
12:22 PM PST Priscila: I can totally understand and it's always good to ask. You can use this link to get a better understanding of restocking fees:
https://www.amazon.com/gp/help/customer/display.html?nodeId=901926
12:23 PM PST Priscila: This one may also help you:
https://www.amazon.com/gp/help/customer/display.html?nodeId=15015721
12:26 PM PST Mike Fratto: Neither of those answer the question, though. The "About Our Returns Policies" only says "Amazon.com may test computers that are returned because they didn't start when they arrived and impose a customer fee equal to 15 percent of the product sales price if the customer misrepresents the condition of the product." So does that mean the 15% restocking fee is applied only if I try to lie about the reason for the return? This is not a tricky question. Is there a restocking fee for opened returned items and if so, what is it?
12:30 PM PST Priscila: The restocking fee can be 15% up to 20% depending on the reason for the return, however Mike, for experience, if you return the item within the return window even if it is because you no longer want it, a full refund is issued.
12:32 PM PST Mike Fratto: Hrm, very vague. I'm looking to spend $600 and that is potentially a $90-$120 loss depending on who knows what. See the issue? Thanks. I have to run to a call.
12:33 PM PST Priscila: I understand of course. It was a pleasure assisting you today! We look forward to seeing you again soon. If there is anything else I can help with, let me know. Otherwise, you can click the *End Chat* button on the top right corner of this window.