Amazon bans customers who return items too often

Amazon may not be the customer-friendly, free returns paradise it makes itself out to be. The company bans shoppers for infractions, including returning items too many times, the Wall Street Journal claims.

According to the paper, Amazon sometimes bans customers without informing them that they’ve done anything wrong. Some shoppers have written about being “exiled” from the online shop, while others have taken to Twitter to decry similar punishments for returning too many items.  

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Amazon’s flexible returns policy has been part of the online giant’s appeal over traditional brick-and-mortar shops, many of which have been forced to offer similar return policies to compete. The company’s Prime membership promises free and easy returns on many items, but it now transpires that this has its limits.  

One customer posted a screenshot of an email she’d received from Amazon, asking her to give a reason for why she had been returning her orders.

In response to the Wall Street Journal’s report, an Amazon representative said: “We want everyone to be able to use Amazon, but there are rare occasions where someone abuses our service over an extended period of time.

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“We never take these decisions lightly, but with over 300 million customers around the world, we take action when appropriate to protect the experience for all our customers. If a customer believes we’ve made an error, we encourage them to contact us directly so we can review their account and take appropriate action.”

Amazon Prime has 100 million subscribers, and last year shipped more than five billion items with Prime worldwide. In April, customers took to social media to complain that they had been mysteriously locked out of their accounts without an explanation beyond a vague “violation of policy”. Some of the shoppers have threatened a class-action lawsuit against the company.

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