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Thread started 21 Jun 2010 (Monday) 21:36
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Annoyed at Adorama charging "free shipping" fees upon return

 
HelenOster
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Jun 23, 2010 02:30 |  #46

[QUOTE=2mnycars;104102​50]Helen, I believe your statement is reasonable. Otherwise, many would buy equipment, use it, try it, reject it and return it for a full refund.{/quote]

Indeed they do, and there is no doubt that on occasion Adorama’s liberal return policies are taken advantage of.


2mnycars wrote in post #10410250 (external link)
Don't Future Shop, Best Buy and Costco have this problem? There are so many open box items at those stores and on line.


I can't speak for other retailers, but at Adorama, opened or used items are returned to the manufacturer or distributor (for a partial credit), or sold through our used department.

That doesn't mean that there aren't occasional problems; the manufacturers and distributors who supply to Adorama, as well as to all other retailers, allow the return of unused / unopened items because of over-stocks, exchanges etc. in order to balance out our inventories.

Even though we aim to be completely thorough when packaging up and labelling items for return, there is no doubt that less scrupulous retailers could well be receiving returns, and packaging them up for return to the manufacturer or distributor (for a full credit). These items then form part of the inventory for sending out to other retailers.
If the manufacturers are not checking the equipment before sending it back out, from the customer's perspective it is the retailer who looks bad, even when it isn’t their fault, as we can’t open and inspect the contents of the units we receive into the warehouse – or they become ‘open box’!



  
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alpha_1976
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Jun 23, 2010 06:54 |  #47

K6AZ wrote in post #10408797 (external link)
Why should Adorama (or any other retailer) foot the shipping when the customer made a mistake and the return wasn't defective or some fault of the retailer? In this case the customer should pay for the initial shipping IMO.

shagaholik wrote in post #10410260 (external link)
+1 well said

I think the issue later on was not that the shipping was deducted but rather how much because it wasn't standard shipping?


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HelenOster
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Jun 23, 2010 07:19 |  #48

alpha_1976 wrote in post #10411766 (external link)
I think the issue later on was not that the shipping was deducted but rather how much because it wasn't standard shipping?

But it was the issue; the standard amount that it costs Adorama to ship an item of this size and weight to the OP's address.

We could argue the semantics forever and a day....when I can come up with exactly the right phrase to explain what we mean by standard shipping, it will be amended on the website.

However, this will have little effect unless the terms and conditions are
read.........



  
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alpha_1976
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Jun 23, 2010 07:33 |  #49

HelenOster wrote in post #10411879 (external link)
But it was the issue; the standard amount that it costs Adorama to ship an item of this size and weight to the OP's address.

We could argue the semantics forever and a day....when I can come up with exactly the right phrase to explain what we mean by standard shipping, it will be amended on the website.

However, this will have little effect unless the terms and conditions are
read.........

I totally agree that if I bought something by mistake I should be responsible for shipping charges. Point here is if I read that return policy correctly (as it stands now) I wouldn't guess that you are going to deduct something more (which is handling fee) than the standard shipping fee as probably is done in case of Amazon. So change that on your website and at least people who read the return policy will not be complaining.


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e02937
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Jun 23, 2010 07:37 |  #50

K6AZ wrote in post #10408797 (external link)
Why should Adorama (or any other retailer) foot the shipping when the customer made a mistake and the return wasn't defective or some fault of the retailer? In this case the customer should pay for the initial shipping IMO.

I agree with you, but when the initial shipping is listed as "FREE" then you can't go back and change it after the fact just because the customer wants to return it.

As far as I can tell, the customer paid the return shipping as he should have and isn't complaining about that.


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HelenOster
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Jun 23, 2010 08:00 |  #51

merlin2375 wrote in post #10411964 (external link)
...when the initial shipping is listed as "FREE" then you can't go back and change it after the fact just because the customer wants to return it.

http://www.adorama.com​/catalog.tpl?op=FAQ#Ou​r (external link) Return Policy



  
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alpha_1976
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Jun 23, 2010 08:09 |  #52

It'll be nice if you show your shipping and handling fee during the checkout (an print it on invoice) that will be waved when you buy but will be charged if you return it. May be it does happen I am not sure.


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spiralspirit
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Jun 23, 2010 08:13 |  #53

shipping is not just the cost of postage - its the cost of someone picking, boxing/packing the item, arranging the pickup, etc. It may not cost $5 in postage, but they also have to pay staff. It might only cost you $2.50 to ship an item, but only because you don't charge yourself a salary.


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alpha_1976
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Jun 23, 2010 08:14 |  #54

spiralspirit wrote in post #10412085 (external link)
shipping is not just the cost of postage - its the cost of someone picking, boxing/packing the item, arranging the pickup, etc. It may not cost $5 in postage, but they also have to pay staff. It might only cost you $2.50 to ship an item, but only because you don't charge yourself a salary.

This is what I am calling handling but if I don't know what that is how can I estimate?


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e02937
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Jun 23, 2010 08:17 |  #55

With all due respect, I understand what your policy but it's out of the norm of online ordering. If it's shipped for free, it's shipped for free in my experience.


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HelenOster
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Jun 23, 2010 08:18 |  #56

alpha_1976 wrote in post #10412096 (external link)
This is what I am calling handling but if I don't know what that is how can I estimate?

You could call our CS line or drop me an email before you return something?



  
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jeppoy
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Jun 23, 2010 08:48 |  #57

i know for my clothes like AE, bananarepublic, they include return shipping labels for free or is this completely different with camera gears?


No I'm not a photographer, I just shoot with Canon DSLR with those lenses with red thingy...;)

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HelenOster
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Jun 23, 2010 09:13 |  #58

jeppoy wrote in post #10412262 (external link)
i know for my clothes like AE, bananarepublic, they include return shipping labels for free or is this completely different with camera gears?

We will send a pre-paid label - if an item is defective



  
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alpha_1976
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Jun 23, 2010 09:14 |  #59

alpha_1976 wrote in post #10412061 (external link)
It'll be nice if you show your shipping and handling fee during the checkout (an print it on invoice) that will be waved when you buy but will be charged if you return it. May be it does happen I am not sure.

alpha_1976 wrote in post #10412096 (external link)
This is what I am calling handling but if I don't know what that is how can I estimate?

HelenOster wrote in post #10412118 (external link)
You could call our CS line or drop me an email before you return something?

May be I am not explaining it right. What I am saying is that "Handling fee" is hidden right now and it ONLY shows up when you decide something to return. The way policy stands right now this is going to be an issue. You can avoid it by showing "standard shipping and handling fee" during the checkout (and on invoice too) but wave it when a buyer buys something and he/she qualifies for free shipping. This way buyer will know exactly how much less to expect if they decide to return. If I give a call to CS right now and he says "shipping and handling fee is $5" although standard shipping is $2.30 that's not going to help me or anybody else even if I read policy properly.


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HelenOster
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Jun 23, 2010 09:40 |  #60

alpha_1976 wrote in post #10412061 (external link)
It'll be nice if you show your shipping and handling fee during the checkout (an print it on invoice) that will be waved when you buy but will be charged if you return it. May be it does happen I am not sure.

We haven't done up 'til now, but we've just submitted it as a request to the web team to do so



  
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Annoyed at Adorama charging "free shipping" fees upon return
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