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

Mana
Written on
amazon.com

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!

Posted via email from All Digital

 

Mana
Written on
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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  • http://twitter.com/manamica/status/149287828247949312 Mana Ionescu

    new post: How Amazon Taught me It's Good to Shop in a Good Ol' Store http://t.co/GwwSMZyT

  • http://twitter.com/schickie/status/149289013759590401 Jon Schickedanz

    How Amazon Taught me It’s Good to Shop in a Good Ol’ Store http://t.co/9D7HZGT6 Sage advice from a wise woman.

  • http://twitter.com/joonevideo/status/149305983020179457 Joone Studios

    new post: How Amazon Taught me It's Good to Shop in a Good Ol' Store http://t.co/GwwSMZyT

  • http://twitter.com/dyanakf/status/149897716535795712 Dyana K. Flanigan

    How Amazon Taught me It’s Good to Shop in a Good Ol’ Store http://t.co/xu3UlBRH