Tuesday, February 26, 2013

Barnes and Noble - 18 Amazon.com - 0

Needed 18 copies of a book to be in Tallahassee by next Thursday. Ordered on amazon yesterday hoping to benefit from free two-day shipping because of my Prime membership. Order confirmation came and the window for delivery told me the shipment could miss me and sink the engagement with an excellent client. So I used their chat feature. "NO WAY" was their response. Manager said the same thing. They were nice and professional in how they said "no." But no meant no.

Tried the phone route. Nice. They looked into it. I pleaded. I could not accept that amazon would not go the extra mile for a $250 order that I needed 10 days later! But no. It was not to be. At Amazon people have learned helplessness it would appear.  Helpless in two senses of the word.

So I said nicely that I would attempt to get my books at Barnes and Noble and promised to let their CEO know how disappointed I was in amazon.  After many years of purchases, they had disappointed a raving fan.

Soon after my call I get this email from Amazon.


I am very sorry I wasn't able to help with getting your order
105-8370228-9151445 to ship earlier.

As I mentioned, this particular item has a 7-13 day
 waiting time before we are able to ship it out.

Best regards,
Valerie V, Customer Service Manager

Valarie was my second chatting partner.

Then soon after I got this:

Hello Doug,

I can confirm that we still expect to ship your order in
 time to be delivered to you by Wednesday March 6, 2013 to
 March 16, 2013.

We'll send you an e-mail when your order is
shipped with your tracking number. Your order could
ship any time between now and right before the
 estimated delivery date.

You can always check the status of your order in Your Account.
 Here's a direct link to the order details:


I hope you enjoy your order! We look forward to
 seeing you again soon.

Best regards,
Colleen H.

So I wrote Colleen H. back:

Coleen:  What a joke.  Tell me something that I didn't already know.
And this is customer service as
if there is not another human being on the
 other end of an email.  What can I say Coleen?
No one at amazon was willing to go the extra mile
 for a  long time customer.  Your company has left a negative
 impression on me for the very first time.  I may not be one
of your best customers, but I have been loyal and
purchased a lot over the years.  If I had your CEO's
 email address I would let him know the story.
 I think I will write him though.  Well worth my time.    

I cancelled the order with you.  Barnes and Noble
has told me that I will have my
 shipment within 5 days.  


Then they wrote me back:


I'm sorry to hear about the problem with your recent orders
 and if you had to cancel them.
 In addition to our large selection,
one of the benefits we try very hard to offer our customers
 is convenience.

I understand you've already placed a
new order from a different website. If it's not too late
to make this up to you, I'd like to offer
you free shipping (One-Day) on your next order for
 the same or different item which
 is sold and fulfilled by Amazon.

Just write back with the order number and
 we'll remove or refund the shipping costs for you
as an exception:  Please visit the following link
 to provide the information we requested:


For your reference, here's the email address of
Jeff Bezos, our CEO, if you'd still like to send
 him an e-mail: jeff@amazon.com.

You can also send him mail to this address:

Jeff Bezos
P.O. Box 81226
Seattle, WA 98108-1226

Again, I'm sorry about this. We look forward
 to seeing you again soon.

Best regards,
Suzette P.

So instead of getting what I needed from Amazon, 18 books in
 10 days, 
I was offered free 1-day
shipping (maybe) for a future purchase through
some process which to me looks kind of complicated.   

The books will be arriving in Tallahassee from Barnes and
Noble by next Tuesday.  That's all I needed.  

Get over it fella, you may say.  I was just looking for some extra
 effort on Amazon's part to get my purchase
to me.  But it was not to be, and I was extremely
surprised and very disappointed.  I was trying desperately
 to give them the opportunity to really shine
and be rock stars forever in my mind.  I would tell the story
over and over if I got my books in 10 days.
Amazon rocks I would continue say, let me tell you how...

Now I just have a different story.

Oh might as well end this post with this.
 It was at the bottom of Suzette P.'s email:

I clicked "No" of course.  Doing my part to help Amazon
build Earth's Most Customer-Centric Company.

Color me skeptical.

Update:  I emailed this post's link to Jeff Bezos last evening.  
There were 5 hits from Seattle, WA today.  Hmmm. 

Update II:  How it ended.   

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