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I am so disgusted and disappointed with Amazon regarding my most recent transaction. Let me first stay that I have been an Amazon customer since BEFORE they became big--when all they had was music and books!
So I placed an order for my business which was for 3 cases of printer paper.
There seems to be some kind of shortage and I'm unable to get it locally (believe it or not)! The only paper available was the really high quality paper which is running over $90/case! Anyway, I placed an order--it was to arrive 2 days later. Well, it showed as delivered but to who knows there--it wasn't here!
I was disappointed with Amazon's response at that time which was not to try to track it for me or anything--didn't get a signature (it was UPS). They were absolutely no help and just told me to reorder and they would credit the card. So, I did. This time I was able to find paper that promised a next day delivery.
So I ordered and guess what? It never got here! I waited until about 4:00 before I started calling Amazon--again, no help whatsoever. The tracking at that point showed that it hadn't even shipped yet!
Yet, they kept sending me automated emails to say that it was on it's way! So when I spoke to them, once again they told me that I should cancel and re-order which I refused to do. WHY WOULD I DO THAT AGAIN? WHY WOULD I TRUST THEM??
So, I'm going to say this--I realize that anyone can make a mistake and have service issues.
I get that. However it is all about the recovery. How they handle the situation. How they make it right.
What was so disappointing to me is that there was no attempt of that. Cancel and re-order was their solution. (By the way, this was over a $100 order). This was a MAJOR inconvenience for us.
It would have been nice (since this was the 2nd f-up in less than a week) for them to have apologize profusely and offered something. At the very least, they need to have a system where they know exactly where a order is or be able to communicate with the drivers. I don't care how big they are! It would have been nice for me to feel that they are least attempting to make it up to me.
NOPE! Offering to eat the cost of the paper or at least 50% would have been warranted here.
User's recommendation: I have no recommendations to future customers but to Amazon themselves. You need to be sure all delivery times posted are accurate and that customers receive their orders when they are supposed to! Implement a way to better communicate with your fulfillment centers and drivers. Empower you phone representative to be able to take care of your customers. The sad thing is, I don't believe you even care about your customers. As long as people keep ordering you don't care how many you may lose because of *** service.
Preferred solution: Let the company propose a solution.
Amazon Pros: Vast selection of items.
Amazon Cons: Incompetent drivers, Poor customer service.
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