Amazon Customer Banned for Too Many Returns
Tuan Do of New York says Amazon has banned him from shopping on that website.
The reason? He returned too many Amazon purchases, he said on his website, TechWalls.com.
Do said he returned six items in the past two months. He said he was not satisfied with the quality of the products.
Amazon first sent him a warning about his "unusually high rate of problems," Do said.
Later, when his wife returned a bicycle purchased on her Amazon account, the company cancelled both their accounts, Do said.
Mark Cohen is former chairman and chief executive officer of Sears Canada Inc. He is not surprised Amazon and other businesses are trying to stop frequent returns.
The costs are very high for a company like Amazon that offers many customers both free delivery and free returns, Cohen told VOA.
The website Dyanamic.action.com reported that returns cost merchants $642.6 billion a year worldwide.
But banning a customer can create bad feelings. Greg Nelson recently spoke to the Guardian newspaper after Amazon UK banned him from its shopping website.
Nelson said he sent back 37 of the 343 items he bought on the website. He said he had a good reason for each return.
"I could understand if there were evidence that I had somehow tried to abuse the system, but I haven't," Nelson told the Guardian.
Amazon said it only closes accounts "in a tiny fraction of cases" when it finds "extreme account abuse."
Cohen, the former head of Sears Canada and now a Columbia University professor, said many returns are valid. It is fine to return clothing that does not fit, is the wrong color, or arrived damaged, he said.
But there are many cases of "clear abuse."
Cohen cites the example of people who buy a dress or suit, wear it once to a wedding or other special event, and then return it.
Cohen said Sears Canada had a customer who bought items from the Sears Catalog all the time – and returned every single purchase.
Cohen said it seemed the customer wanted something to do and enjoyed placing orders, getting them delivered and sending them back.
Cohen said he had to convince his staff to ban the customer. Some staffers said a ban did not fulfill the company's promise to "completely satisfy" customers.
He helped write a letter to the customer. It explained she could no longer shop "since we clearly have been unable to satisfy your needs as much as we have tried."
Cohen had won the argument.
On his TechWalls website, Do said he bought "almost everything" from Amazon. That included cheap items like groceries and toilet paper, and more expensive items like laptop computers.
He said the returned items costs more than the products he kept. But he said he only returns products "when they don't meet my expectation."
Do had some support from his online readers. "Bob" wrote that he, too, was banned for too many returns.
"It was a crazy high percentage in one bad month. But, yes, they were all defective. I wasn't abusing/trying and returning," Bob wrote.
Cohen said online businesses like Amazon are getting hit with more returns than traditional stores.
One reason, he said, is that shopping online does not allow customers to try on clothing or take a close look before buying.
Many products, he said, are returned after they have been taken out of their packages, often in bad shape. In the case of clothing, he said, returns often come in after the selling season ended for winter or summer.
That makes them hard to sell, or forces big price cuts, Cohen said.
I'm Bruce Alpert.
1.be banned for 禁止
A fourth supporter was banned for a pitch incursion.
2.satisfied with 满意
He is satisfied with the pleasant lust of arrogance.
3.high rate of 高比率的
The high rate of unemployment is making many families feel the pinch.
4.chief executive officer 首席执行官；总裁
The University is headed by a Rector, its chief executive officer.
1.It explained she could no longer shop "since we clearly have been unable to satisfy your needs as much as we have tried."
no longer 不再
He could no longer look Harran in the face.
He is no longer in good health,and his ability to work is limited.
2.Many products, he said, are returned after they have been taken out of their packages, often in bad shape.
taken out 拿出；取出
Chairs in this classroom are not allowed to be taken out.
A fish once taken out of the water soon dies.
纽约的Tuan Do表示，亚马逊已经禁止他在该网站购物 。
Do表示过去两个月里他总共退了六次货 。他表示，自己对这些产品的质量不满意 。
马克·科恩（Mark Cohen）是西尔斯加拿大公司前董事长兼首席执行官 。他对亚马逊及其它购物公司阻止频繁退货一事并不觉得吃惊 。
但禁止客户购物会引发不良的社会风气 。最近英国人格雷格·尼尔森（Greg Nelson）在亚马逊将其“拉黑”后接受了《卫报》采访 。
他称，在这个网站上购买共343件商品，退回了37件商品 。他表示每次退货都有正当的理由 。
尼尔森对《卫报》表示，“如果有证据表明我在某种程度上试图滥用（退货）系统，我能理解（禁止我访问） 。可是我并没有（滥用该系统） 。”
西尔斯加拿大公司前任负责人科恩现为哥伦比亚大学教授 。他说，很多退货理由是合理并允许的 。比如说：衣服不合身、颜色不对或送达时损坏等 。
科恩表示，他不得不说服员工拉黑这位顾客 。有的员工表示，拉黑客户不符合公司满足顾客需求的规定 。
之后，他写了一封信给这位顾客 。信中解释她不能再继续购物了，“显然我们已无法满足您的需求” 。
Do在博客中表示，几乎所有的东西都从亚马逊上购买 。包括生活用品和卫生纸等廉价商品，还有笔记本电脑等昂贵商品 。
他表示退货商品价格比他没退的商品价格高 。但他解释，只有商品不符合期望时他才退货 。
Do得到了一些网友的支持 。“鲍勃”发言支持，他也曾因退货太多被禁止购物 。
鲍勃写道，“有个月特别倒霉，所以退货比例高得不可思议 。但是那些商品的确都有缺陷 。我并没有滥用退货系统 。”
他说，许多产品都是在包装打开后退货的，一般商品的情况很糟糕 。他说，就服装而言，退货往往发生在冬季或夏季销售季节结束之后 。