Online Shopping Gift Return - Etiquette Question

11 years ago

I did most of my holiday shopping online, including a wall clock from Amazon for my BIL. The clock isn't working so my SIL let me know and is asking what she should do.

So....in this situation, is it my responsibility to take back the gift and mail it back for a replacement or refund- since I know there will be a shipping charge. Or should I print out the exchange/refund form that Amazon provides and give it to my SIL to handle,which would mean she incurs a shipping charge, and then I suppose I could re-order the clock.

It's a bit complicated also because when I checked on the website, for some reason the clock is now more expensive(!) and is evidently back ordered so won't be shipped for 7-9 weeks(!!!). Which makes me wonder if I should just handle the return, get a refund and then try to replace the clock somewhere else.

What to do, what to do. Modern etiquette indeed!

Ann

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Comments (7)

lkplatow
11 years ago
If the clock isn't working, Amazon will generally pay for the return shipping (or at least they have done so for everything I have ordered from them that has been defective.) You (not your BIL) will probably need to fill out the return request becuase you do that from the record of the order on your amazon account. When you check "defective" as the reason for the return, it should give you a postage paid label - if not, I would contact them because they should cover the return shipping. They have amazing customer service.

Being that the clock is back ordered now, you could just request and wait for the replacement or you could request a refund and either buy the clock somewhere else or just give your BIL the money and let him buy something else.

Good luck!
dedtired
11 years ago
Yes, I think they will replace it for whatever you paid. They certainly should.

Shopping online is a pain when things don't go smoothly. I bet a lot of stuff never gets returned just for that reason. I once wanted to return a light fixture and they (not Amazon) wanted a 50 percent restocking fee. I sold it through a local online yardsale group and did much better.
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Olychick: I'm pretty sure Washington state's law (and Maryland's and maybe a couple of other states') refers to deceptive practices, not places that mistakenly send the wrong merchandise. Somebody at O clearly pulled the wrong item (reading- or vision-impaired?). Most times, at least regarding Amazon customer service, the merchant just tells the customer to keep the wrong item -- because the processing efforts aren't worth the money to the merchant -- but the OP would be hard-pressed to claim anything deceptive went on here. (Even if the item sold out before she could get it.) It's not a "gift." A gift is those personalized mailing labels that arrive in your mailbox with a letter saying "Won't you please donate to our cause in exchange for us sending you these lovely address stickers?" with the undertone of harassment. (And then some people do, feeling guilty.) Here's something from the Fla. atty gen's office: "If you believe that the unordered merchandise is the result of an honest shipping error, contact the seller and offer to return the merchandise provided the seller pays for postage and handling." (It goes on to say you should tell the seller -- in writing -- that after 30 days of no action, you will have no further responsibility for it.)
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graywings123
11 years ago
IMO, you need to handle the return.
maddielee
11 years ago
It doesn't sound like the clock came with a gift receipt (you need to request one when you order) so you need to handle the return.

Amazon has great customer service, you shouldn't have any problems.

I've been told to keep (and discard) a defective product and they immediately refunded the price to my account.

ML
Olychick
11 years ago
I've had the same experience with Amazon as Maddielee - Amazon told me to keep the defective product and they credited my account. I didn't want a new one, as the quality was poor.
pammyfay
11 years ago
Was it a clock that you knew your BIL really wanted, style-wise? I would make sure to ask what they'd prefer -- a replacement (considering the back-order delay) or an Amazon credit or something else (maybe a gift card to some other store or a restaurant? giving him cash seems a bit strange to me, a little awkward, but that's just me).
runninginplace
Original Author
11 years ago
Thanks everyone-I have the clock, and as you suggested when I checked sure enough Amazon makes it extremely easy to take care of it. For a defective item, they pay the shipping and there is an option to replace the exact item at the same price I paid.

Tomorrow I get back to the real world (sigh), and will pack it up and ship it out.

Ann

Online Shopping Gift Return - Etiquette Question

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lkplatow

dedtired

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Online Shopping Gift Return - Etiquette Question

Comments (7)

lkplatow

dedtired

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