How Amazon Taught me It’s Good to Shop in a Good Ol’ Store

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Gasp! I said it! And it’s a simple story of how my dependency on online shopping turned into more work for me.

Last weekend I ordered an office item from Amazon. I have Amazon Prime, so I went with 2-days free shipping to get it by Wed. I needed it urgently by Thursday so I figured if it’s delayed I will get it Thursday at the latest. After all, Amazon always delivers and the UPS guy is my friend, so I will surely get the package on time.

I was wrong. For this particular shipment Amazon used Ensenda, not UPS. And Ensenda came by after 6 PM when no-one was there. So I called them to ask for an earlier delivery or delivery at home. And they said that they deliver when they deliver (more or les… ).

Thursday I called again and they said they weren’t sure when they’d deliver. So I took a quick trip to Staples, bought the damn thing and dragged it back to the office.

That was easy! (Yes, in celebration, I did walk away with a bunch of “easy” buttons).

The item was delivered on Friday (although Ensenda claims they delivered it Thur. at 9:30 AM).

Lesson learned. Some things should just be bought in a store. I don’t mean to say I will never use Amazon again. I love Amazon, and I wish they stopped using Ensenda (this is my second failed customer-service story with Ensenda).

So here’s what I learned:

  • Self-service is not always the best service.
  • “Free shipping” doesn’t mean hassle-free.
  • The experience should be considered as part of the cost or benefit of doing business with someone.
  • UPS knows that a business address means delivery during business hours. Ensenda doesn’t.
  • Our office needs an assistant…

Do you have a failed “online-shopping” experience where you wished you shopped in a store? Please do share!

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Since founding Lightspan, Mana has quickly established herself as one of Chicago's leading voices in social media and digital marketing. A decisive problem-solver fluent in five languages, Mana believes in clear objectives, simple solutions and the power of purpose in marketing. Credos: "No excuses" and "Find a way!"
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