According to the UK Daily Mail, one of my favorite news websites, Amazon in England is being investigated for not living up to the “Next Day Delivery” option for persons who have paid for an Amazon Prime subscription. Apparently, people have had to wait for as long as 4 days after Amazon promised “to have packages at [their doors] in 48 hours.”
The Advertising Standards Authority, which I can only surmise is some equivalent to our various consumer watchdogs groups, is considering these complaints and conducting some manner of investigation of the situation. According to the mail they have received “a handful” of complaints from Amazon Prime customers.
Hmm. Let me see:
Globally improving economy (results may vary depending on your specific country);
More available disposable income across the board;
E-commerce is apparently booming;
Traditional retailers are said to be doing much better than expected (based on everything I’ve seen in the last several days).
Four days. Four whole, long, frustrating days. During Christmas. When every successful company is working at levels many haven’t seen in a very long time, using temporary workers with very little experience, depending on shipping companies which are also stretched thinner than thin by E-commerce, and utilizing in many places the national postal services which bring a whole new set of issues into the situation. And for this “handful” of complainers, it’s the end of the world to wait for four days.
Here’s a bit of disclosure: I’m an Amazon Prime customer. I purchased Prime primarily for the access to video streaming and music streaming. I graduated into using Amazon for more of my purchases because of the attraction of cheaper shipping, and generally more timely delivery.
For most of my transactions, deliveries have been spot on. They generally arrive on time, and have been known to arrive days before the estimated arrival date. This holds particularly true if the carrier is AmazonUS, and the goods are sourced from the facility out on the west side of Indianapolis. The only times I have experienced any real delays have been with orders which either originated overseas, or were routed through our friends at USPS. The good old United States Postal Service, O, say can you see…
Granted, there are probably some legitimate complaints. That goes without saying. Every company is going to have situations which do not go according to plan. But there also is that faction of shoppers who live for the moment when they can grab for some little bit of imagined power by lodging a complaint about something, anything, even imagined imperfections. And when, out of what must be millions of orders placed and delivered across the UK every day, only a “handful” are imperfect to the point that the complaint is taken to a higher authority than Amazon management, one can be relatively sure that much of this is driven by forces outside of Amazon’s control.
The real problem isn’t entirely with delivery goals not being met during the highest sales period of the year, which lines up completely with what is generally also the worst weather of the new winter, and the beginning of flu season which can decimate a workforce with little or no warning. The real problem must also include customer procrastination and unreasonable expectations of perfection. If Amazon is smart about this, they will refund the full amount of that Prime subscription and let them return to “Free Shipping” that takes 3-5 days or longer.
Because, you see, in spite of all we’ve been told, the Customer truly is NOT always right.
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