Amazon.com from a Buyer's Perspective: Great Selection, Good Prices, Declining Customer Service
by jiwhite - Written: May 13 '02 (Updated May 28 '02)
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I have been a user and affiliate of Amazon.com for several years. I joined as an affiliate when Amazon.com was just a bookstore and I wanted to link to medieval history books from my web site, http://www.scaarts.com, to make the titles easy to purchase and make commissions (5-15%) on the books sold through my web site. Since that time, Amazon.com has expanded from just an innovative online-only bookstore to selling almost every product you can find online through its own distribution system, other sellers through zShops and auctions.
Products
Shopping at Amazon.com is like shopping at an online mall. The stores that make up Amazon.com are represented by tabs across the header of the home page. Amazon.com tracks your shopping habits and customizes itself for you. For example, my tabs are Welcome, Janine's Store, Books, Electronics, DVD, Toys& Games, Kitchen & Housewares, and Outdoor Living. You can use the tabs to go to the store you're interested in browsing, or you can enter your interest in the Search box to find products throughout Amazon.com.
A recent feature that I like at Amazon.com is Look Inside. When you click on Look Inside from an item page you can review sample pages. Typically, you can view the covers, flaps, Introduction, Table of Contents, Index, and Excerpt.
Prices
Many of Amazon.com's products are discounted. Also, many other retailer offer discounts in conjunction with Amazon.com. For example, I recently switched my ATT bill to online only and received a $25 gift certificate to Amazon.com. However, Amazon.com is not always the cheapest, so I always check a comparison service like DealTime, http://www.dealtime.com, to make sure that I am getting the best deal. I look for the best overall price, item cost minus discounts plus taxes plus shipping and handling, taking into account that I will receive 5% to 15% cash back at the end of the quarter as an affiliate.
Availability
Each item lists its availability. Many products can ship within 24 hours. If a used copy is available, Amazon.com provides a link with the lowest price through Amazon Marketplace Sellers.
If an item is not available, you can order it used and Amazon.com will search for it and let you know when it is available at what price. You specify the condition, maximum price and how long they should search for the item. I have successfully purchased used items through this process.
Shipping and Handling
When you are completing your order, you can specify gift wrapping for $3.49. A short message can be included for free with each item. The items I have ordered from Amazon.com have always arrived in appropriate wrapping with the correct message and undamaged.
There are a range of shipping options from free (5 to 9 days) to Standard (3 to 7 days), two day and one day shipping. Free shipping is available on limited products (marked with the free shipping truck) when you spend more than $99 and specify that shipping is to one address in the minimum number of shipments.
Orders are tracked through your account. At any time, you can check the status of your order. If it has not yet shipped, you can change the shipping address and speed. UPS tracking is available via the "Track your package" button.
Customer Service
The one area that Amazon.com has declined in recently is Customer Service. Amazon.com automated most of their customer service from changing orders and shipping options. The only help that is readily availble after ordering is through online help and automated forms.
Recently, I had a problem with a shipment not leaving Amazon.com when I expected. I had specified that the free shipping option be used and the shipment of 8 items was being held for a back ordered item. Unfortunately, my order did not specify which item was back ordered so that I could delete it and free the shipment to go forward. I had to call Amazon.com to get my order filled. Unfortunately, the only time that the customer service number, 877-243-2910, is published is when you are completing the original order. I had to start a fake order to find the phone number. I consider this practice to be deceptive and requested that the Customer Service Representative I was able to reach to lodge my complaint. The Customer Service Representative I spoke with was very helpful. She was able to identify the item, delete it from my order, and see that my order was shipped as soon as possible.
Overall
Amazon.com has an excellent selection of a broad range of products and good (if not always great) prices. Products are generally shipped safely and on time. I still recommend buying from Amazon.com, but be aware that Customer Service can be difficult to contact.
Recommended:
Yes
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