Amazon Replacement and UPS Pickup

I previously wrote about Amazon shipping AirPods Pro 2 to me with a damaged box, as well as the process for getting the damaged product replaced. I began the process of returning the damaged product a couple days later, at which time I noticed that the return shipment required that I pay postage:

I called Amazon and stated that because they shipped a damaged product to me, I felt that I should not have to pay for shipping. They agreed and arranged instead for a next-day postage-paid UPS pickup. I asked if they could give me a UPS shipping label instead because it is more convenient for me to drop off a package at the UPS Store on my own time than to coordinate a pickup with a UPS driver. The Amazon representative apologized and stated that they were only authorized to provide a UPS pickup option at this time, but if they fail to pick up after 3 attempts, I could call Amazon again to make other arrangements. I was asked to provide either an email or phone number where I could be contacted, and I provided my cell phone number so that UPS could contact me in real time.

Amazon sent me an email with a link to instructions for the UPS pickup. It provided instructions on how to package the AirPods Pro 2. It provided me with a barcode which I was instructed to place inside my return package in case the shipping label was damaged, and a lithium battery hazmat label which was to be affixed to the outside of the return package.

The next day rolled around, and because I had not received any communication from UPS about a scheduled pickup, I called UPS. They confirmed that I was scheduled for a package pickup, and I was given a time window of 2-7 PM. I was home all day, except for a 45-minute period during which I had to pick up my daughter from school. I did not receive any communication from UPS by the late evening—no phone call, no knock on my door, and no note stating that they made delivery attempt #1 of 3.

I called UPS the following day, and I was told that UPS attempted a pickup the previous day, but I did not answer. I asked why they did not call me, and UPS stated that the drivers are not allowed to call customers. I stated that Amazon asked for my email or phone number for communication purposes, but I guess the Amazon representative was incorrect in stating that my phone number could be used for such communication. I then asked the UPS representative if instead of a pickup I could drop off the package at at a UPS Store, and he said yes—in fact, the bar code could be scanned at a UPS Store and converted into a shipping label.

The UPS driver did pick up my package on attempt #2 later that day, but the moral of the story is that if you are given a barcode for a UPS pickup, apparently you also have the option to drop off the package at a UPS Store, contrary to what the Amazon representative told me. I hope this helps someone in a similar situation.

UPS Fail, Amazon Win

I recently purchased an item at Amazon and decided to return it. Like many other times in the past, I simply indicated that I wanted to return the item and then was sent a QR code which I took to a nearby UPS Store, along with the item. I suspected that something was wrong because unlike previous experiences with returns where I received a refund within hours or days, I had received no communication from Amazon after several days. I was able to obtain the UPS tracking number for my return and discovered that the package had not made it to its destination.

About 1.5 weeks after returning the item, I attempted to inquire about the delay through UPS, but after fumbling through its website and automated phone triaging system, I was unable to resolve my issue or find a way to speak to a human. The only remaining potentially viable option at UPS was to file a claim, but I was unable to find any criteria related to whether this was the proper approach for my situation. Also, given that the item needed to be received by the Amazon seller by a particular date to qualify for a return, I did not want to get lost in limbo with a UPS claim if it were to be unresolved by the return deadline.

Therefore, I decided to contact Amazon. Initially I struggled to find a way to speak to a live Amazon customer service agent. Like many other large companies, the Amazon website is designed to attempt to resolve a vast majority of customer inquiries. However, none of the standard automated options met my needs. Unable to find a way to speak to a live Amazon agent, I asked Google and was directed to this link which allows customers to request that a representative call them back:

https://www.amazon.com/go/contact-us/call

Although the website says that it is for Amazon Go, Amazon Go Grocery, and Amazon Fresh, I found that they were able to handle inquiries related to any Amazon business. I spoke to a nice lady who understood my story and tried to refund the money to me, but I was a couple days shy of the 2-week mark after which the agent is authorized to issue a refund. Therefore, she asked me to call back in a couple of days. My phone interaction with Amazon was followed up with an email acknowledging the details of our conversation, and this exceeded my expectations. Additionally, instead of having to request a call from an Amazon representative, I was provided with Amazon’s customer service phone numbers which are staffed 24 hours a day, 7 days a week:

U.S. and Canada: 1-866-216-1072

International: 1-206-266-2992

I was also provided other options for contacting Amazon customer service:

Call: http://www.amazon.com/clicktocall

Chat: http://www.amazon.com/clicktochat

At the 2-week mark after I dropped off my package with UPS, I confirmed that the package was still in “Delay” status and had not reached its destination. Therefore, I dutifully called Amazon customer service and spoke to an agent. After a couple of brief holds, I was told that I should receive my refund within about 10 minutes, and within a few minutes I received both an email and text message confirming that the refund had been issued.

In summary, the root cause of the issues with the return were related to operations at UPS. Given my inability to resolve the issue through UPS in a timely manner, Amazon rose to the occasion and has kept me happy. This will definitely help Amazon retain me as a loyal customer.