I do most of my non-grocery shopping on Amazon. I go there for dog food, household supplies, toiletries, and all forms of entertainment. Typically, Amazon has been great with seldom an issue, especially when looked at in relation to how much I order from them. I’ve been a Prime member since forever, and glad to be one.
But in the last few months they have dropped the ball. Hard.
Within the last four weeks, I have had to contact customer service no less than five different times due to packages not showing up when scheduled. That’s pretty ridiculous. Especially when you consider that they are sending me, on average, about six hundred emails a day with all manner of current deals.
Amazon: If you can’t handle my current orders, maybe don’t try to get me to place even more.
Anyway. Yesterday I was expecting something very important to me: The Last Guardian Collector’s Edition.
As you might expect from the title of this piece (as well as the overall tone), it didn’t arrive.
I kind of knew something was up when it didn’t show as shipped by early morning. I contacted their customer service via online chat, and they assured me that the box had in fact been shipped via FedEx, however the shipping just wasn’t showing up in their system. They continued to reiterate that the package would arrive by 8pm.
So, after 8pm with no box, I contacted them again. After 30 minutes of chatting and getting referred to a supervisor, it finally came out: they hadn’t shipped it out in time. The earlier person had deliberately mislead me. They then asked me to wait until Friday to see if it would show up.
Now, I know there are a million more important things in the world. I know this is paltry by comparison. But I was disappointed. I pre-ordered this version of the game the moment it was announced and have been looking forward to this title for years. I wanted to bond with Trico and to (hopefully) keep him safe.
I explained all this to the Amazon supervisor, but to no avail. I was offered yet another free month of Amazon Prime. I explained that this wouldn’t do this time. I explained that they could look into my account and see that this was the fifth time this month alone that something hadn’t arrived when it was supposed to and that it was easily the fifth hour I’d spent in four weeks chatting online trying to get things figured out.
I also explained that I had just received a package that was supposed to arrive last Friday.
None of this seemed to matter.
I was offered a minimal discount and a free month of Prime.
I appreciated the offer, but I also told them it shouldn’t be this hard to do business. Part of that equation shouldn’t involve basically baby-sitting an order to make sure it goes as planned, only for it not to go as planned anyway.
So, I am Trico-less. Perhaps he will arrive today, but perhaps not. I wish I knew.
And I realized, if you can’t count on a business, especially one you transact with so often, how much longer can you keep patronizing them?
I wish I could count on Amazon again, I really do. Hopefully they right this ship and get things running smoothly again.
The supervisor told me that she could also offer me one-day shipping on my next order, and my immediate response (and I actually typed this to her), was, “So it can get there a week later?” I immediately apologized, but it reminded me of something I heard a long time ago:
If I’ve just been kicked in the nuts, I’m unlikely to accept a coupon for a free kick in the nuts in the future.
Have you ever had issues with a particular retailer? If so, did you continue to patronize them? Or did you take your business elsewhere? I’d love to know how things shake out for other people.
And, if you need me, I’ll be dreaming of the day I can meet Trico for myself. One day…