Wednesday, October 10, 2012

Amazon TWO-DAY Shipping - Not so much!

I purchase items almost every day from Amazon using their "Prime" service and generally I receive the items in two days from the order (sometimes one). While I still believe Amazon Prime is an amazing service I do not believe in this case their customer rep or supervisor handled the matter properly. See below:



You are now connected to Taniya from Amazon.com.
Me:Why am I not getting this item in two days [Oct 11]
Taniya:Hello, you're connected to Taniya. I'll be glad to help you.
Are you referring to the order number 102-3138050-6787419?
Me:yes.
Taniya:Thank you.
Please give me few moments while I check the details for you.
Me:ok
Nikhita:I'm sorry, I tried to expedite the shipping speed but it's too late to make the changes.
I see that your order has already entered into shipping process.
You've been idle for 3 minutes, and I want to make sure our chat's still connected. If you aren't able to respond in 2 minutes, I'll need to close the chat.
Me:what can I say?
Nikhita:I understand that you require the package tomorrow but I'm unable to make the changes for you.
I'm sorry about that.
Me:So what do we do now?
On your website it says "Want it delivered Thursday, October 11? Order it in the next 6 hours and 59 minutes, and choose One-Day Shipping at checkout."
Nikhita:Yes, but the order has been placed using Two-Day shipping.
Me:Yes, but you're not honoring the two days!
Nikhita:I'd like to inform you that Two-Day delivery is promised after the order has been shipped.
I see that your order will be shipped soon and you may receive the shipment confirmation e-mail once it has been shipped.
Me:Yes, but why was the shipping delayed?
Nikhita:It's not delayed but it's in the process and we expect to ship your order sooner
so that it will be delivered on or before October 12, 2012.
Me:And, I disagree. All your advertising says two day shipping.
It does not say two day shipping if and when we get around to shipping the item!!!
Nikhita:I'm sorry, I've provided the relevant information regarding your package.
Me:It should not say "Prime" if the item is not ready to ship. This is not good customer service. Check my account and you will see I'm a good customer. I should not be treated like this.
I'm going to publish this on my blog as an example of how not to conduct customer service.
Nikhita:I do agree with you and at this moment this order cannot be expedited.
I'm sorry as I wasn't able to take the action.
I hope you consider this is an isolated incident with us.
next I'm going to tweet it two my 14,000 twitter followers
this is not right and people need to know they can't trust your two-day shipping
Nikhita:I do understand your concern, as I've mentioned the two day shipping promise form the day it is shipped out. And in most of the cases we do meet our shipping delivery promises as mentioned on our website.
Me:and when you don't the customer takes it on the chin?
Nikhita:I do admit that this particular order is bit later than expected, however it is still on time as it will be delivered with in two days from the time it is shipped out. I'll be sure to pass it along to the right people.
Me:My biggest issue is you continue to argue that Amazon did nothing wrong here. That the package is on time. This is simply not true. The fact is a TWO-DAY package will arrive in THREE days. This is not right yet you insist that it is!
Nikhita:Be assured that we'll surely workup on your feedback. I'd like to re iterate the fact behind two day delivery over here is delivery will be with in two days from the ship date. since this order is placed after the 12PM and orders are fulfilled on first come first basis this will be delivered with two days after it is shipped out.
Me:Don't you think you should tell the customer that when the order is placed? Then, they could take action.
Nikhita:I agree with you, most of the order are fulfilled and delivered according to the promise made. And these kind of delays are very rare as they happen when there are more number of orders placed and system automatically pushes the delivery date to a later date.
However, when these orders are processed they are shipped according to the shipping speed selected and customers will be notified updated and final estimated delivery dates in the shipment confirmation emails.
In addition to our large selection, one of the benefits we try very hard to offer our customers is convenience. I'm very sorry for the inconvenience you experienced in this case.

Nikhita:I agree with you, most of the order are fulfilled and delivered according to the promise made. And these kind of delays are very rare as they happen when there are more number of orders placed and system automatically pushes the delivery date to a later date.
However, when these orders are processed they are shipped according to the shipping speed selected and customers will be notified updated and final estimated delivery dates in the shipment confirmation emails.
In addition to our large selection, one of the benefits we try very hard to offer our customers is convenience. I'm very sorry for the inconvenience you experienced in this case.
Are we still connected?
Me:I was just cleaning up the Blog posting. Getting ready to send it out to all the social media sites.
Nikhita:Okay. We've provided the available information and current status of this order Ralph.
I also see that this order currently entered shipping process.
Me:OK, here's the opening for the Blog posting. I think it's fair: I purchase items from Amazon using their "Prime" service and generally I receive the items in two days from the order (sometimes one). While I still believe Amazon Prime is an amazing service I do not believe in this case their customer rep or supervisor handled the matter properly. See below:
Nikhita:I'
Me:I made a slight edit: I purchase items almost every day from Amazon using their "Prime" service and generally I receive the items in two days from the order (sometimes one). While I still believe Amazon Prime is an amazing service I do not believe in this case their customer rep or supervisor handled the matter properly. See below:
Nikhita:I'm able to view this blog from the link you provided.
Are you sure you want this chat to end this way?
Nikhita:I've provided the available information in this regards.
Please let me if you need any help with this issue.
I'll be glad to assist you abiding to our policies.
Me:I've received no help.
Are you in the USA?
Nikhita:No.
Me:Can, you transfer me to someone who is?
Nikhita:We'll not be able to transfer to any particular representative based on location or name.

Nikhita:We'll not be able to transfer to any particular representative based on location or name.
Amazon.com carries its customer service operations from different location across the globe.
Me:So you can do nothing for me?
Nikhita:Since this order is in shipping process, we'll not be able to expedite its shipping speed now.
Can I please request you to please guide me as to what exactly you are expecting as a resolution to this issue?
Me:Contact UPS direct and tell them to get it to me tomorrow.
Nikhita:I'll personally follow up with your order and once this order is shipped out. I'll contact UPS and check about its delivery.
Me:Thank you and please keep me posted.
Nikhita:Sure, I'll send you an email with the update.
Is there anything else I can help you with?
Me:That's all. Thank you.
Nikhita:YouThank you for contacting Amazon. We hope to see you again. Have a great day.
You're welcome*

UPDATE: At 5:35pm I tweeted this blog posting to my more than 14,000 twitter followers and the world. At 8:36pm I got an e-mail from Amazon stating that in fact the package would arrive at my door on Oct 12 [Friday]. I guess there was a way for them to get the package to me in time [two days from the order date]. If only their customer service rep and supervisor would have said this. Now Thursday, 11:02am, Oct 11, 2012 I have the package in my hand. Now, there are those who would say why make a big deal about this? You have your package and it's on time. That is not the point of this posting. The point is how Amazon customer service handled the issue. They kept insisting there was no way the package would come on Thursday and went on to say that the Amazon Prime policy is that the package will arrive two days after the shipping date. This was not so. 

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