Total Fitness DVDs

This customer originally emailed Aug3rd through Amazon's messaging service stating "There is ONE scratch on the disc after I opened it (this previous week), and it skips so badly I cannot finish the workoutI have not scratched it and I have it too high for my kids to have done it." I
responded on the same day "Did you want a replacement or do you just want to return it?" She responded on the same day "I'd like a replacementI love the workout, but can't play it all the way through." I respond on the same day "Sounds good - I'll send one out in the morning and I'll include a prepaid envelope that you can use to mail that one back. You can just drop it in any mailbox or leave it out for your mailman. I'll let y You know the tracking number as soon as I have it" On August 4th I respond "In case you want it, the tracking number for the replacement is and you can check it at www.usps.comSorry again for the inconvenience"August 7th she emails me back "We no longer live at the Saint Paul addressMy address should be updated in Amazon.com, but I guess the old one is still in thereWe'll try and pick it up from themIf not, I'll let you knowPLEASE confirm the address next time."At that point I'm wondering if she moved since she received the DVD a couple of days ago why didn't she tell me I look up the order and realize she ordered it June 11th 2011.I emailed her back on Aug7th with this response - "Sorry, I didn't even look to see that you had requested a return for an order that was over years old - I assumed you had just received the DVD. Amazon's policy is to allow returns for days so I thought this was from June of this year."This was the last I heard from her until Aug18th in which time Amazon emails me with this: "The item has arrived, but it was defectivePlease research the issue and contact the customer." The email had the order number and the DVD Per Amazon's policy I attached a return label to that email and sent it Aug 18th (Amazon doesn't like private sellers to do replacements - only returns so the customer can repurchase the DVD and there is a record of tracking numbers in their system She also responded on Aug 18th "The original one is defectiveThe one sent out was sent to the wrong addressI would like to return the one I own. She emailed on Aug 21st asking me to correct her address I did not respond to that email because it doesn't matter what address is on the return label - my address is the sender and the receiver on the pre-paid label I sent. The next emails I received started on Sept 17th - a total of emails over the course of 1-weeks all stating "I am going to keep harping on this until I get a new one shipped to me." I contacted Amazon seller help who responded with this:"My name is Nina and I would like to thank you for contacting us regarding Order ID 1*** I have reported this buyer as abusive and our internal investigations team will take over from herePlease feel free to contact the customer and explain that a replacement will not be issued and you have reported their actions to Amazon.Thank you for bringing this to our attention."On October 5th she contacted me on the phone The call lasted just over minutes I was verbally abused the entire time - I had never encountered such an experience in years of being in business My husband asked why I didn't just hang up the phone and quite honestly I think I was just in shock She yelled the entire minutes except for the last minute when I finally told her I would email her another prepaid label and for the minutes (approximately) that I spoke to her husband Her husband was actually very calm and so was I during that interaction and I explained to him that the reason I didn't confirm the proper address with her the first time over email was because it showed the product was purchased in June - not June of so I thought if she had just moved in the last days she would have told me I did not insult her once or her family I did say that I felt sorry for her husband and children because I could hear them in the background and she is screaming at a stranger over the phone I never said she was trying to scam me, but she kept saying how she is familiar with Amazon's policies so I asked why she was making a return request after years if she was familiar with their policies During this conversation she threatened to turn me in to the FCC, police department, Amazon and others At the end of the conversation I stayed on the phone with her to make sure she received this label in an email She said she did and I told her to return it for a refund but Amazon would handle the refund and if it is refunded to an expired card she would have to contact Amazon to get that part sorted out (all we have on the sellers end is a refund button that we push and that's the end of it on our end) She agreed That was the last I heard from her until October At that time she sent this email through our website live chat form:HelloWe had quite an uncomfortable conversation on the phone a few weeks ago and I requested a replacement DVD sent to me.I have the return label to return the current one. Please send the replacement to (address removed)I responded the same day with - "I sent you the return label to return the DVD for a refund"She responded that same day with "And according to my Amazon.com return status, it is pending seller approval, which to take to be you, correct?"I responded that same day - "No, I closed the return request days ago - see screen shot below:" (and I attached the screen shot that the return request was closed due to being over days old) She responded this morning "And the request you claimed to have put in for a refund was not recognized by Amazon.com Show me where they acknowledged this and their response on this. Additionally, I will not be sending my item back until a refund or replacement is issuedThat would be qualifying as being ripped off." I responded this morning with "I am not sending a refund through until the item is returned. I don't think there is any retail site that will do a refund before the item is returned. Amazon might in some cases but that's because they can charge your credit card again if you don't return it - I don't have the ability to do that Here's the return policy:https://www.amazon.com/gp/orc/returns/homepage.html/ref=orc_surl_ret_hp?f...⇄ even told you on the phone that I don't know how you were going to get a refund from them after years because the credit card I would refund to would be expired and you said you would take care of it with Amazon so I don't know why this is an issue now." That was the last communication before this complaint was opened She has received a replacement DVD (to an old address although she did tell me on the phone that she talked to the owners at that house and they were going to file a complaint against me for sending mail to their house I'm not sure why she couldn't get the DVD from them at that time - it was the same zip code) She has also received a prepaid label which really didn't have to be sent - it was a good faith gesture on our part I told her on the phone to write down the tracking number from that label for her records so she could see when it was delivered I believe I did everything I could for this customer and went above and beyond,Mary C***Total Fitness DVDs