Amazon.com--Have They Gotten Too Big For Their Britches?
by erinrounds - Written: Jun 17 '02 (Updated Feb 04 '03)
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There's probably not an internet shopper on the net who hasn't heard of Amazon.com, in fact it's where I first dipped my own feet into the shopping pool many years ago.
They started out as a simple, customer service oriented website to distribute books and music, and in a few short years they've morphed into a giant. Sadly, as with most things that get really big, really fast, quality suffers. While I find Amazon to have superior selection of products due to it's partnership with various merchants, the lack of customer service shows the true colors of the merchant. They simply don't care about the consumer! Read on to see why I have washed my hands of this merchant for good.
What Do They Have?
The question might be better asked, what don't they have? Amazon.com has expanded in recent years to sell toys, software, electronics, kitchen products, tools, baby products, housewares, magazines, etc. About the only thing I haven't seen there is clothing, and that's probably coming. They also have an auction site of their own. Recent partnerships have added Target and Toys/Babies R'Us to the growing stable of departments.
Choosing Your Merchandise-
Amazon offers a very effective search feature to help you find whatever suits your fancy. They also, (annoyingly in my opinion) have a ton of specials, recommendations and featured products. Every time you sign in Amazon recalls your purchases, and offers thing they think you'll like. They've also recently added a Gold Box that offers 6 daily specials that you must decide on right away. They offer discounted "one-time" prices, to try and entice you into a must have mentality. I swear every time I sign onto Amazon they have some new feature going, and it's terribly distracting. If they were to stick to the simple tab-style menus, and effective search and keep the other junk to a minimum it would be a benefit. I can't imagine how distracting this all is to a shopping newbie.
Check It Out!-
Purchasing is quite easy at Amazon and I give it high marks for it's efficiency. They also offer a nice range of payment options to choose from, perhaps the largest on the net. First time users will need to register with name, address, shipping and billing addresses, credit card information and a password. It's quite handy once you've registered, because you may use your Amazon account information to shop individually at other merchants like Target, Drugstore.com, etc.. I also love that Amazon remembers everything. Once you've shipped to an alternate address it will stay in your address book permanently, as will your credit cards (if you choose) so you merely need to select from drop down menu which you'd like to use instead of re-entering everything each time.
Another fabulous feature is the 1-click ordering once this is enabled, your ordering is fast! 1-click fast, go figure.
Payment-
At Amazon it's nice to see a variety of options for payment. Of course they take the biggies, Visa, Mastercard, AMEX, Discover, as well as JCB, Diner's Club and the Eurocard. They will also allow you to send in a check, money order or cashier's check to place a balance on account for you. Of course they also sell and accept gift certificates of their own.
Ship This!
While Amazon does fine in some areas, the wheels fall of as your order ships. Theoretically, the items should show whether or not an item is in stock. If it's in stock as you order it, you should be alerted as the items ship. Should, being the operative word here. I placed two orders last week for Father's Day, one a gift certificate that arrived before I ever got a shipping notice on it. In fact I still haven't gotten a shipping notice, irritating but not the end of the world. The other order however, was a DVD that I paid extra money for two day UPS delivery, and guess what? No delivery 6 days later. So much for the guaranteed Father's Day delivery. It's truly unacceptable.
Amazon ships both via UPS and USPS and does deliver internationally.
Customer (Dis)Service-
Of course, since I've spent thousands of dollars at Amazon since it's inception, they will surely make right on their error of missed delivery I assumed. You know what they say about assuming don't you? Amazon's response to my father going giftless on Father's Day, oops sorry, we'll refund your express shipping charges. Of course they will, because I would have disputed them with my credit card company otherwise, but really they couldn't have done more? It's not the end of the world, but as far as internet shopping goes, how someone treats a customer on the little things, merits whether or not they'll continue to get my business. I've done lots of shopping lately with smaller companies, and you can tell they want your business, they care about your order, and they value your patronage. Amazon needs a reminder course in the basics, call Nordstrom or Lands End to see how it's done.
The hard to find customer service number is 1-800-201-7575
Good luck with that.
Return To Me-
To their credit Amazon offers a lenient return policy and provides a return shipping label for your order, should you need it.
All in All-
While, I have been a long time shopper at Amazon.com they have ceased to earn my business. I will shop at their partners individually that I have had pleasant experiences with, but the main site has gotten much too "impersonal" for me. I do recommend Amazon cautiously to others. If there is no hurry to have your product, you will eventually get it. The product selection is vast, and the prices are competitive, but I personally boycott anybody with poor customer service. Despite being laden with some nice features, Amazon comes up short where it counts!
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Associated Amazon Merchants:
Egghead Software-
Toys R'Us-
Babies R'Us- http://www.epinions.com/content_52419989124
Drugstore.com- http://www.epinions.com/content_62905486980
Target- http://www.epinions.com/content_50383326852
Old Navy- http://www.epinions.com/content_58153602692
Eddie Bauer- http://www.epinions.com/content_44354539140
Lands End- http://www.epinions.com/content_51493113476
Nordstrom's- http://www.epinions.com/content_48229551748
Recommended:
Yes
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