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Poor Service with Amazon :( - Page 2  

post #31 of 53
2/7/05 at 7:12am
Glad to hear that you're feeling better about the situation, and also that Amazon has taken steps to help assure your ultimate satisfaction! IMO, this is typical for them.

One thing, though, still puzzles me. You state:

Quote:
I also feel strongly that Amazon shipping estimates should be as accurate as possible. If you look at deliver days, then Wed. Feb 9th is a full four days beyond what the expected shipping date was.


How are you figuring this? And how do you define "expected shipping date"? Are you using that phrase interchangeably with "expected delivery date"?

The item was shipped the very next day after you ordered it...correct?

Please do keep us posted as to when you actually receive your order. Do you plan on keeping the book? Will it still be of use to you, or did your weekend project have a deadline?

Just curious (on all points)...
post #32 of 53
2/7/05 at 7:20am
Quote:
I also feel strongly that Amazon shipping estimates should be as accurate as possible. If you look at deliver days, then Wed. Feb 9th is a full four days beyond what the expected shipping date was
Amazon knows it's delivery dates are estimates, but they also know that means you shouldn't have to wait weeks for something. They handled themselves perfectly and did what they could to accomodate you.

The thing that we all agree on is, your package was unusually late, but the thing we are all trying to tell you is, you can't go wildly accusing Amazon of horrible business practices by what just happened.

You started this thread BEFORE the estimated shipping had expired. You took your email notice to be a "promise" which is not fair to Amazon.

As everyone has mentioned, the estimated shipping is 3-5 business days (which would make today your last possible "expected" shipping date).

Your email notice gave you the EARLIEST possible delivery date based on Amazon's guess.
Quote:
If you look at deliver days, then Wed. Feb 9th is a full four days beyond what the expected shipping date was
And if you read the replies, you'd see that Feb. 9th is only 2 days beyond the expected delivery. Again, you are going by your email quote (which is the minimum delivery date) and totally ignoring the REAL delivery dates.
post #33 of 53
2/7/05 at 7:44am
Lee, I am glad to hear that your direct contact with Amazon's customer service was more satisifying. Amazon has been my preferred online source for DVD's for quite some time now, and I have always found their customer service to be excellent -- and I had a couple of situations that were outside of "normal service" where they went "above and beyond" IMO with no hassle on my part.

You have also discovered that if you want something quickly, the USPS is not your best option. I almost always opt for the least expensive shipping option, but I am almost never in a hurry to receive the items I've purchased. I've found that Amazon's "estimates" for delivery, even with USPS, are usually high -- I almost always receive them before their "estimate".
post #34 of 53
2/7/05 at 8:46am
Thread Starter 
Quote:
The thing that we all agree on is, your package was unusually late, but the thing we are all trying to tell you is, you can't go wildly accusing Amazon of horrible business practices by what just happened.

Perhaps my experience was atypical. I have only accused Amazon of inaccuracy in the expected delivery date. Indeed as Scott says above, I have previously found the estimated date to be conservative, which kind of made me wonder even more why it was not here by Saturday.

It is more directly the USPS fault and they are notorious poor performers. By the way, during the order process it was not immediately clear that USPS was the standard shipping vendor. I think I found that out when they sent me a tracking number.

Still I believe Amazon should be even more conservative. Better to "underpromise (maybe over-estimate delivery date is more accurate) and overdeliver".
post #35 of 53
2/7/05 at 9:12am
Quote:
I have only accused Amazon of inaccuracy in the expected delivery date
Again, this is an ESTIMATE and should not be taken as an expectation. That's why most are saying your gripe is a bit misdirected.
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It is more directly the USPS fault and they are notorious poor performers.
It is 100% their fault. You can't hold Amazon responsible for poor performance with usps.
Quote:
Still I believe Amazon should be even more conservative.
But (as you even stated) your case is quite atypical. Since most peoples experience is that they get their packages WAY before the estimated delivery dates, I would say that Amazon is being quite conservative.

I mean, I can not tell you how many times I've picked up my Amazon package (in the mailbox), brought it inside, turned on my computer, and had an email from Amazon stating that my shipment has just shipped...and I ALWAYS use the free (i.e. longest) shipping.

I think it's unfair to ask Amazon to up their estimates because of the few "atypical" cases where peoples local USPS facilities are slow. I mean, I remember a story about a town where the USPS would take over 3 years to deliver letters. Imagine Amazon sending you an estimate of 3 years for delivery, because of this isolated incident.
post #36 of 53
2/7/05 at 12:24pm
Thread Starter 
Quote:
Again, this is an ESTIMATE and should not be taken as an expectation. That's why most are saying your gripe is a bit misdirected.


I don't see it that way Mark. It's customer service 101-Amazon told me I could expect a package on Friday and come Saturday it is still missing. Better for Amazon to say: "We think it will be there Friday, but it may take a week."

Then I would have said "hmm...I better get faster shipping." As far as I recall I was not even notified that the shipping would be thru the USPS. That would have scared me into doing a 2 day shipment.

It's also an issue of accuracy, they should have some way of reporting the historical reliability of each shipment. I bet the USPS does 2 day shipping a lot better than standard.

Don't you agree that Amazon should set reasonable expectations for their customers?
post #37 of 53
2/7/05 at 12:26pm
Thread Starter 
Quote:
I think it's unfair to ask Amazon to up their estimates because of the few "atypical" cases where peoples local USPS facilities are slow.


It does not appear to be my local post office which is very good over the 3 years I have been here. The package tracking indicates the book has not left Kentucky...
post #38 of 53
2/7/05 at 12:31pm
Thread Starter 
Here's something else I think Amazon could do better...this is the response I got from the USPS tracking service roughly two minutes ago. If Amazon had used UPS, I would have received a lot more detail and at least see what city it had made it to. In fact, I have picked up packages before the local route with ground shipping at UPS before and shaved a day off delivery.

Amazon is a huge company and I think they deserve a better delivery partner.

Quote:
Your item was accepted at 4:26 pm on February 01, 2005 in CAMPBELLSVILLE, KY 42718. Information, if available, is updated every evening. Please check again later.
post #39 of 53
2/7/05 at 1:13pm
Quote:
this is the response I got from the USPS tracking service roughly two minutes ago. If Amazon had used UPS, I would have received a lot more detail and at least see what city it had made it to.
USPS does not make the money that the "overnighters" do, so they do not have this kind of tracking method. The main reason is, UPS and Fed-Ex drivers mark down (by use of computer) when they deliver packages...USPS does not.

As others have said (to ad nausea)...There is a REASON you pay less for USPS. It takes longer, there isn't tracking, and there is no 'guarantee'.

You shouldn't hold them to any more expectations that what you have paid for.
Quote:
Amazon told me I could expect a package on Friday and come Saturday
Where does it say that?
Quote:
As far as I recall I was not even notified that the shipping would be thru the USPS
Then you didn't read the web site properly. You can't fault Amazon for that. You really do need to read Amazons shipping policies before chastising them:
Quote:
Standard Shipping
* 3 to 5 business days
Items may be shipped by a variety of carriers
post #40 of 53
2/7/05 at 1:26pm
While I've generally experienced excellent customer service from Amazon, I've also experienced unusually long Amazon shipment times via USPS over the past week from a Campbellsville, KY facility to metro Atlanta (Decatur, GA.)

An order that was shipped 1/31 has not been updated since via USPS tracking. Since this shipment is still within the window of the Amazon estimate, I have no reason to be upset. But, I've always found that estimate to be extremely conservative; past history suggests that packages typically arrive up to a week before the end of the window.

Another order that was shipped from the same facility 2/3 (one of the new Dassin DVD titles released 2/1) has not been updated since via USPS tracking. In the past, a DVD pre-order from Amazon would generally be shipped by its Tuesday release date. Those titles would arrive on Thursday, or Friday at the latest. This general scenario is based on dozens (hundreds?... god forbid) previous orders.

Since the order wasn't even shipped until Thursday, I don't expect it to arrive today at the earliest. But, prior Amazon service suggests that the parcel would have been shipped at least two days earlier.

The other Dassin DVD title released last Tuesday, went into Shipping Soon status on Thursday following release date. I finally received notification that it was accepted at the same Campbellsville, KY facility as the rest of my orders yesterday evening.

Note that both the Dassin titles "usually ship[ped] within 24 hours" last Tuesday. Also note that all these orders shipped via Super Saver shipping, and Amazon has not insinuated that any of these orders should have arrived by now. But it is atypical Amazon service.

This is, of course, just one week in the life of my Amazon account. It does seem a little strange that it all happens the week they announce their new Amazon Prime shipping promotion.
post #41 of 53
2/7/05 at 1:40pm
Thread Starter 
Quote:
While I've generally experienced excellent customer service from Amazon, I've also experienced unusually long Amazon shipment times via USPS over the past week from a Campbellsville, KY facility to metro Atlanta (Decatur, GA.)


Well it is good to know there is a real problem here experienced by multiple accounts.

Jay,

I have an idea...

Why don't you contact Ben B. in Amazon customer service and reference me?..maybe there is a real problem with this facility that feedback from both of us could help...

Quote:
Where does it say that?


Mark, I thought we went over this. When I ordered the book and selected Standard Shipping the screen said the expected delivery date was Thursday Feb. 3rd to Friday Feb. 4th. That is the time Amazon estimated I should receive the package, not the time it should ship.

You said earlier: "As everyone has mentioned, the estimated shipping is 3-5 business days (which would make today your last possible "expected" shipping date)."

This is where the communication is breaking down. Amazon actually provides an expected delivery date, which was Feb. 3-4. That's why I was suprised when it did not show on Friday.

My point is that Amazon has not managed my expectations well so my disappointment is justified. Fortunately they are doing the right thing by refunding my shipping charge of $3.99 but I am concerned something serious has happened since it should not take even the USPS so many days to get a package from Kentucky. I usually get packages from Kentucky in 2-3 days tops. This is just one book as well not some large order or special handling situation.
post #42 of 53
2/7/05 at 1:55pm
Lee,

The outside date range for the package shipped 1/31 is 2/8. The package did not arrive today, so if it doesn't arrive tomorrow I will contact Amazon.

I always select Super Saver shipping, and I've no reason to expect that the generally quick shipping I usually receive should be the standard. Amazon clearly states otherwise. But it is unusual to wait so long for the package.

I just hope that the Amazon Prime program doesn't translate to Deep Discount DVD shipping times for customers not interested in joining.
post #43 of 53
2/7/05 at 2:01pm
Quote:
Mark, I thought we went over this.
I thought so too...

Where did it say "Expected"?

-I am currently placing an order with Amazon (standard shipping) and my screen said "Estimated ship date"

-I am now checking my order summary and it says: "Delivery estimate"

-I just checked my confirmation email and it says: "Shipping estimate" & "Delivery estimate"
Quote:
Amazon actually provides an expected delivery date
WHERE??? Where does it say "Expected"??????
Quote:
Amazon actually provides an expected delivery date, which was Feb. 3-4. That's why I was suprised when it did not show on Friday.
ESTIMATED! ESTIMATED! ESTIMATED! ESTIMATED! ESTIMATED! ESTIMATED! ESTIMATED! ESTIMATED! ESTIMATED!

3-5 Business days! Feb 4th is only the 4th business day! Today is the 5th business day.

Again, their email was an ESTIMATE!
(Mark's Head EXPLODES!)


p.s. You also mentioned it SHIPPED Feb 1st which would actually make TOMORROW the 5th business day.
post #44 of 53
2/7/05 at 2:05pm
FYI, according to the dictionary:

Expected:
Quote:
To look forward to the probable occurrence or appearance of:
Note the bold word...that is not a guarantee, so I don't know why you are holding Amazon to some sort of gurantee.
post #45 of 53
2/7/05 at 2:51pm
Thread Starter 
Mark, you need to take it easy bro.

I never said it was a guarantee, but their delivery estimates should be accurate. Clearly they are not.

By the way, I think it counting Saturday is fair since they do deliver packages on that day. So that does make Wednesday four days past the estimated delivery day. That's simply not good performance on delivery.
post #46 of 53
2/7/05 at 3:43pm
Quote:
you need to take it easy bro
What, and let you bad mouth a respectable company by continually using misinformed info.?
Quote:
I never said it was a guarantee
So then what's the problem? Why the complaint?
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I think it counting Saturday is fair since they do deliver packages on that day
Are you puposely trying to give me anxiety??

One more time: Read Amazons shipping policies BEFORE complaining.
It's 3-5 business days. As Linda pointed out in post #28, Saturdays are NOT considered business days.
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you know what, forget it, since you're going to totally ignore everything I (and everyone else) have posted, I realize that you're just gonna argue everything I say because you're not going to admit you were wrong.
post #47 of 53
2/7/05 at 4:12pm
you know what, forget it, since you're going to totally ignore everything I (and everyone else) have posted, I realize that you're just gonna argue everything I say because you're not going to admit you were wrong.


Mark, BRAVO!!!!!!!!!!!!!!!

You took the words right out of my mouth!
I think I'm gonna stop reading this thread, cuz my blood pressure spikes every time I read one of Lee's posts. He will NEVER be satisfied!
post #48 of 53
2/7/05 at 5:13pm
AY-YI-YI-YI-YI-YI-YI-YI-YI. Unbelievable.....everyone's head(except Lee's) is going to explode. We have given you every example we HTF members could possibly give.....on how Amazon takes care of their customers and how good their customer service is. I EVEN SAID THEY WOULD DO SOMETHING TO MAKE UP FOR YOUR POOR EXPERIENCE....WHICH THEY PROCEEDED TO DO!! The only reason as many people popped up in this thread as did so was because the thread title itself is a SMEAR against Amazon. We defended the company for going above and beyond for shipping, reliability, TIMELINESS, and customer service. You evidently want to rant...so we give. Rant away!!!! Rant for as long as you want. BUT, do NOT be suprised when you pop up in other threads and your words are not taken as seriously as before. We tried to tell you what has happened, what to do to contact Amazon, and what they would do for you. And they did it! You chose to ignore everything various members said....then you smeared fellow HTF members because we didn't blindly go along with what you were saying(unsympathetic jerks, anyone?). That, more than anything, tells a LOT more about the you than it says about the company you're complaining about. I wish you luck and hope you have a happier 2005! May you find something to wax poetic about, instead of only complaining about a good company.
post #49 of 53
2/7/05 at 5:52pm
Thread Starter 
You guys need to throttle back on the caffeine. You are taking this way too personal. Read what I wrote and you will see I am making some good points here. If they give an estimated delivery then slipping that by 4 days is simply too much, even on standard delivery. I don't know any business that would find that acceptable even if it is a sub-contractor issue. If they hear enough stories about this, then maybe they drop USPS and we get better delivery and better tracking info. That's a win for all.

Even Amazon's customer service rep said the delay was unusual. Also, it is interesting to see that others have some issues with the company.
post #50 of 53
2/7/05 at 6:02pm
By the way Lee, when did you move back to Georgia? I thought you were taking up residence in Jackson Hole these days.

J
post #51 of 53
2/7/05 at 6:34pm
God Bless Amazon. But anyway, this reminds me of work in the ol' ER when folks walk in and 15 minutes later ask how long is this gonna be, i got things to do! We all want it NOW in this great world but dont want to PAY for speedy service.
post #52 of 53
2/7/05 at 9:25pm
A good thing to note is something Corbin mentioned in the other thread: Whenever I have to deal with Amazon's customer service I always make it a point to call their unpublished CS number (1-800-201-7575). The service is always better and you get immediate service. The last time I had a problem I even got money back: a $10 GC applied to one of my open orders!

The best thing going for Amazon, imho, is that I only live an hour away from their Coffeyville, KS distribution center so I get my orders really fast.
post #53 of 53
2/8/05 at 12:11am
Lee,

Quote:
You guys need to throttle back on the caffeine.
What about you acquiring some manners and reason instead?

It's you who made it personal by insulting posters who don't agree with you.
If people take the time to reply to a thread you started, the very least you can do is stay fairly courteous as well as read what they write.

Instead of that, you continue to lecture us about our conceived behaviour, ignore our arguments by repeating faulty notions of yours that have been sufficiently contradicted and maintain a general "see I'm right" attitude that's unwarranted.

This discussion is over. Every angle and aspect has been covered.


Cees
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