I recently ordered a Greenworks Pro Electric Pressure Washer on Amazon. The product description said it was in brand new condition, except for “minor damage” to the box. I paid $144 for it, which was slightly less than the new price.
When I turned it on, the pressure washer wouldn’t even start.
I had a machine exactly like this model before and had it for several years. I knew how to use that machine; this one was broken.
I called Amazon customer service and was told that I had to contact Greenworks and have them prove the product was defective before Amazon would return it. I troubleshooted and confirmed that the product was indeed broken.
I also gave Greenworks the serial number of the product, only to find out that the product had already been replaced as a defective product! Greenworks refused to refund the product, arguing that the product had already been sold to someone else and was later found to be defective.
I paid nearly $150 for an item that arrived broken, and it was a defective item that was supposed to be brand new. Amazon sold me a broken item as new.
Amazon refused to escalate my claim, and when I insisted, they hung up on me. This can’t be happening. Can you help me get my money back? — Hallie Thompson, Baltimore
Amazon should have quickly refunded you for the pressure washer that didn’t work. Why didn’t it? Well, it looks like the main problem is that you requested a refund outside of the return period (usually 30 days).
When you order any product, you need to make sure it works within the return period. Otherwise, you may receive a pressure washer that doesn’t work.
I’m not happy with Amazon’s way of putting the onus on the manufacturer. Amazon offers an A-to-Z guarantee, which covers you if the item you received is damaged, defective, or not as described, and you request a return 48 hours ago and the seller hasn’t approved your return request. So, strictly speaking, Amazon should have required Greenworks to honor its return promise, but if it didn’t, it should have helped you.
Greenworks shouldn’t be held responsible. The company has already refunded previous customers who purchased the device. The real problem is with the previous customer who reboxed the broken pressure washer and sold it to you. Amazon should test returned items before reselling them since you ordered directly from Amazon and not a reseller.
You may have better luck buying a pressure washer from a brick and mortar store or directly through Greenworks. It is almost impossible to buy a machine that the owner knows does not work properly. Some people do!
You can complain to a higher level at Amazon. I publish the names, phone numbers, and email addresses of Amazon’s top customer service managers on my consumer advocacy website.
I contacted Amazon on your behalf. They refunded you the $144 you spent on the Greenworks Pro Electric Pressure Washer.
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