Problem with Amazon order ... to keep or send back?

[Lucky_Ladybug]

So I did a very stupid thing. I went against my rule of not buying dolls online and got the first release Equestria Girls Rarity, because she was $11.60 new on Amazon and the price never comes down offline. I tried to be confident that they wouldn't mess up the order. Usually I don't have trouble with Amazon, but it seems like when I order things out of the ordinary (toys, comic books), it tends to go wrong.

I get the package today and right off the bat, yes, there's a problem. Rarity's box is opened and it didn't just pop open during the mailing. The tape that's supposed to hold it shut was on the inside of the box. Someone deliberately opened the box. Why?

Rarity seems to be well-secured in the box, so hopefully she isn't someone's returned merchandise. But inspection of her showed me a mark on her face that may be a piece of glitter stuck there, but I'm not sure because it's black. And worse, there's several small marks on her chest, one that could be grease and two tannish dots.

I'm just so frustrated and discouraged. If I buy new merchandise, I expect it to look new. I should have known better than to trust Amazon to send a decent toy. I've wanted this Rarity for ages and the price never changes enough offline to warrant me feeling like I can get her. But I should have known that buying online was not a good idea. I need to be able to inspect the merchandise to make sure I'm getting a good one.

So, question. Should I keep her anyway or send her back?


[moving to TS ~ Kiwi]

[Jordan]

if you bought it new, yeah I would return it. or maybe you bought it second hand? because there's a option to buy new or buy used on Amazon for cheaper but like your case, a bit on the rough side

[Lucky_Ladybug]

It was definitely supposed to be new. It was listed as such.

[Jordan]

yeah I'd definitely send it back then. Amazon has amazing customer service from personal experience I'm sure they'd let you return it

[Taffeta]

Two questions:

Was it from Amazon themselves or was it from a store listing through Amazon on the "new and used" options (sometimes sellers here also list as new)

And if it was one of the latter, is it a company covered/endorsed by the Amazon guarantee?

If it was, then you can complain to Amazon and they SHOULD help you sort it out - returning the item at their advice or whatever they suggest if you speak to their customer services.

If it is a separate store and they DON'T have Amazon guarantee associated with them then you will have to take it up with the seller themselves, which may be more difficult.

The fact it was open makes me think it was a seller associated with Amazon, not Amazon themselves, but if they are a recommended seller under Amazon guarantee, you should still be able to get somewhere with it.

And if it was Amazon themselves, shame on them. Complain.

[ringwraith10]

Send an email to Amazon first. They might not want the defective product back and just give you a refund (I always email them first because more often than not this is the case). I also once emailed Mattel about a MH doll whose hair was falling out, and they just sent me a replacement. So I kept the original to use for making a custom.

This is the link to contact Amazon (though it made me re-sign in before I went to it, so I don't know if the link will work for you): https://smile.amazon.com/gp/help/customer/contact-us?ie=UTF8&nodeId=508510&ref_=hp_gt_comp_cu&

Basically just send them a message describing exactly what you described to us here, and they'll tell you what to do. They're usually pretty nice and awesome.

[Lucky_Ladybug]

Thanks, everyone. The product was from a third party seller, but fulfilled by Amazon, so they are responsible.

My guess is that Amazon wouldn't think anything of the open box and the marks, since whoever packed things obviously didn't think those were a problem, so they probably will want it back. But yes, I will email first.

[Ringlets]

I think you have some good advice here already so I cant add anything extra ATM. I'm sorry you got her in such bad condition though! ugh - really disappointing   thankfully Amazon should help you sort the problem out soon 

[Lucky_Ladybug]

Aww, thanks. Amazon offered a refund, which I accepted. They couldn't replace items from that seller, even though Amazon fulfills orders for that seller. I don't get that, but I really didn't want to try getting another one blindly anyway. They let me keep the one I got. Getting her for free isn't bad. At least the marks seem to mostly be concealed on display.

[Ringlets]

  that's some good news 
maybe you can find one in a better condition another time then sell the damaged one (if you want to of course) .

[brittney_rochelle]

Amazon is 99% of the time amazing for customer service. Glad this worked out for you