Saying goodbye, for now, to Amazon.com
I’ve been a fan of amazon.com for years.
In the past ten years, I’ve spent a few thousand dollars buying everything from vacuum cleaner belts to Christmas gifts for my family on amazon.com. I’ve ordered things online, and my items have been delivered in a timely fashion, usually by UPS. My apartment office accepts packages, which I find helpful, since I work weekdays, and am usually gone from 6:00 a.m to 5:30 or 6:00 p.m.
And during that time, I’ve only had one item get lost–one of the Harry Potter books never made it to my door as promised. I’ve always assumed the UPS driver took the book home to his/fer family. amazon.com made it good, I got a free book because mine was not delivered as promised on its release date.
Before going to college in my mid-forties, I worked in restaurants and retails stores, and I was trained that customer service is key. With a few exceptions, anything a business sells can be obtained multiple places, whether the product is a hamburger or a book. So businesses have to provide excellent customer service to keep operating. I’ve watched many businesses neglect customer service over the years (Radio Shack has the worst customer service on the plant, in my experience). I’ve always admired amazon.com’s commitment to excellent customer service.
Last week, while ordering something from amazon, I was offered a free month of amazon prime. Amazon describes prime as “a membership program that gives you and your family unlimited fast shipping, such as FREE Two-Day shipping and One-day shipping for $3.99 …”
I’ve been offered a free prime trial before, but I finally figured what the hey, let’s give this a go and see what happens. Christmas is coming and all that jazz.
A few days ago, I ordered a mass market paperback to use in my work, and was pleased to note I got the 2 day free shipping option.
So I ordered my book and waited for my treasure to show up.
Thursday night, I got home from work to find two voice mails on my home phone, placed at 3:32 p.m. and 3:40 p.m. (remember, I was at work). A panicky voice implored me to come downstairs and pick up my package.
I was not home!
Yesterday, I came home early because I was not feeling well, and this same delivery person called me at 4:24 p.m. He was five minutes away from my address. I assured him I would be right downstairs to get my package.
Within three minutes, I was in the lobby of my apartment building, watching and waiting.
I watched and waited for 18 minutes.
No delivery guy.
I checked the other entrance to my apartment building, where nobody delivers anything, and no delivery guy there either.
I got back to my apartment to find two more voice mails from this guy, asking me where the heck I was, he was at my door and where was I?
Things went downhill from there when I called him, told him I had been at my door. English not being the delivery person’s mother tongue, and me being tired and out of sorts did not help this situation. I decided right then and there that I’d had enough, and refused to go back downstairs. I called Amazon and gave them hell, and was told they would attempt to deliver again Saturday, was that convenient?
Hell no, that’s not convenient, I told the customer service dude. I have things to do on my day off, and will not wait around all day. I asked to cancel my order, and was told I could not do so. If the item is not deliverable after the third attempt….yadda yadda yadda.
I slammed down the telephone and walked over the Target to get a few items I needed.
When I got back home, there was another voice mail from the delivery dude. “Hey, Miss Beth, I have your book.”
It appears that amazon is using Dynamex, a same-day delivery service.
I don’t have my book.
Will this stellar delivery service attempt to deliver again today?
If I’m home and they call, I will try again to meet the delivery person and get my book.
But I’m not waiting around all day.
So, amazon.com, here’s where you and I will part ways for awhile.
This delivery may not have cost me anything in dollars, but the aggravation of this situation is way too expensive to my piece of mind.
I can walk over to my local Barnes & Noble and have my book in 5 minutes.
Anything amazon.com sells I can get someplace else.
And hey, I know that amazon.com will be just fine without my business.
But as a consumer, I can choose what and where I spend the money I make.
And I can let other consumers know about my experience.
Just writing down this experience has helped me a lot.
And now, I’m off to run errands.
I still need that book for my work.
At least for now.