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亚马逊海淘只退不换引不满 买家需承担跨国退货邮费

2016-12-21 10:11:08   

近半个月来,消费者高先生一直在为两个月前通过亚马逊“海外购”购买的一款拼图玩具维权,先是过海关遇到问题,很长时间没有收到货物,后来又收到破损商品,他想要换货却被告知“只退不换”。高先生不仅要将商品自行寄往美国退货,想要再下单时却又发现商品因汇率波动已经上涨了数百元,与商家几经沟通至今仍未解决问题。律师表示,退货或换货的选择权在消费者手中,商家无权剥夺。

收到商品包装破损

消费者高先生告诉记者,今年10月,他通过亚马逊“海外购”平台下单购买了9件平台自营的拼图玩具,平台显示商品将从美国发货。经过一段时间,高先生陆续收到了其中的6件商品,但有3件一直没有收到。

直到11月初,高先生查询后竟看见亚马逊页面显示剩余包裹多次尝试与他联系配送失败,商品将进行退货处理,并提醒他如果有需要,只能重新下单。“亚马逊一次都没与我联系过配送,我也不知道为什么会这么显示,可他们答复说不用管,钱会退回来让我放心。”他说,在等待了20天后,他终于收到退款。“我觉得这是物流原因,所以也就没再找亚马逊理论过。”

11月25日,高先生再次下单购买这款拼图,而此时商品相较于第一次购买时,价格上涨了十几元,因为钱不多他也并未在意。12月1日,高先生终于如愿收到了从美国发过来的商品,但打开之后他却傻了眼,拼图的外包装已经都烂掉了。

“盒子里面有18000块拼图,外包装坏的挺严重,总不能让我一块一块自己数缺不缺吧?”高先生认为,其购买的商品存在质量问题,便联系亚马逊客服,要求再次发来一件新的商品。

“只退不换”麻烦不断

“我不想退货,只要求换个新的。”高先生说,他一再向亚马逊售后人员表达自己的诉求,但对方始终只给出一种解决方案,那就是退货再下单。“他们还要求我把商品必须寄到美国,等重新入美国的仓库后才能退给我钱。”

让高先生更加无法接受的是,他再次登录亚马逊查询这款商品后,发现因近期汇率浮动较大,当初800多元的拼图,已经涨价到了1000多元。“这不坑人嘛,想要买里外里又得多掏好几百块。”高先生此后又几次与亚马逊方面沟通,希望能够妥善解决,但至今没有得到满意答案。“他们说只同意给我补偿30元代金券,我接受不了这个方案。”

记者在亚马逊官方网站见到,其“海外购”平台的“退货流程及退款说明”写有“海外购商品目前只提供退货服务。暂不支持换货服务。”而亚马逊客服售后人员同样向记者表示,“海外购”平台商品确实是“只退不换”。

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