Amazon Issues Refunds for Unverified Eclipse Glasses -- Update
August 14 2017 - 6:03PM
Dow Jones News
By Daniela Hernandez and Laura Stevens
Online retailer Amazon.com Inc. started issuing refunds to
consumers who bought certain brands of eclipse glasses after
reports that counterfeits were flooding the market.
On Aug. 21, a total solar eclipse will traverse 14 states in the
continental U.S., and most of the country will be able to see at
least a partial eclipse. Staring at the partially covered sun
without protective gear can cause vision loss, according to
scientists.
"Out of an abundance of caution and in the interests of our
customers, we asked third-party sellers that were offering solar
eclipse glasses to provide documentation to verify their products
were compliant with relevant safety standards," Amazon said in a
statement. It kept offers from sellers that provided documentation,
and removed the others. Customers of sellers that didn't provide
documentation were notified last week of the refund.
While Amazon directly sells some merchandise on its site, it has
increased its reliance on third-party sellers in recent years.
Those sellers now make up more than 50% of units sold on the site
world-wide.
Dozens of models of glasses to view the eclipse are being sold
in stores and across the internet for as little as $1 a pair. Tens
of millions have been sold in recent months. The glasses must meet
strict safety standards.
The demand has given rise to counterfeit and substandard
products, say manufacturers and the National Aeronautics and Space
Administration, which warned on its website of "unsafe paper solar
glasses being distributed."
Some of those were being sold on Amazon, according to NASA and
the American Astronomical Society. The online retail company
removed suspect items, it said previously. Last year, Amazon filed
lawsuits t argeting sellers allegedly listing counterfeit goods on
its website, and it has instated programs to better protect
brands.
The Amazon eclipse-glasses refunds have ignited confusion and
increased demand for verified products, according to manufacturers
and consumers.
On Aug. 12, Amy Webb received an email from Amazon alerting her
that the company had "not received confirmation from the supplier"
of her eclipse glasses that it had "sourced the item from a
recommended manufacturer." The email, which was reviewed by The
Wall Street Journal, advised: "DO NOT use this product to view the
sun or the eclipse" and that she would get a refund in 7-10 days.
Returning the glasses she purchased wasn't necessary, the email
read.
The American Astronomical Society lists on its website 12 brands
it has independently verified to meet international safety
standards. The organization also recommends several vendors that
sell verified products. The seller from which Ms. Webb purchased
her glasses wasn't on that list, which isn't exhaustive.
Ms. Webb, 42, who heads communications for the Arkansas
Department of Human Services, plans to travel to Missouri from her
home in North Little Rock to view the total solar eclipse with her
husband and two young children. She ordered a 10-pack of glasses
for $13.95 from Amazon earlier this month.
She searched on Amazon for new glasses, but said they were "very
expensive" -- some more than $100, she said. She said she is now
relying on a friend who ordered a 100-pack.
Bartlett, Tenn.-based American Paper Optics, whose products have
been verified by AAS, says customers who bought glasses from its
authorized resellers on Amazon have received refund notifications
from the retail giant, even in cases he knew "for sure" the sellers
had provided proper documentation, according to Robert Ellison, the
retail sales director for the eclipse-glasses manufacturer.
"Everyone's in the dark," Mr. Ellison said.
Mark Margolis of Reseda, Calif.-based Rainbow Symphony Inc.,
which is also AAS-verified and sells glasses on Amazon directly to
consumers and through resellers, has had a similar experience. Even
consumers who didn't buy on Amazon are sending emails asking if his
company's products are safe, he said.
Both companies say they're "overwhelmed," fielding hundreds to
thousands of inquiries about the refunds. Both were worried about
the long-term effects on their reputations and businesses.
"Sellers that provide the appropriate safety documentation will
not be responsible for the cost of any refunds," said Amazon
spokesman Erik Fairleigh.
Write to Daniela Hernandez at daniela.hernandez@wsj.com and
Laura Stevens at laura.stevens@wsj.com
(END) Dow Jones Newswires
August 14, 2017 17:48 ET (21:48 GMT)
Copyright (c) 2017 Dow Jones & Company, Inc.
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