I thought the traveling mug was gorgeous and couldn't wait to try it. I followed the directions to clean it before use and discovered that there was a dent at the bottom. I think the mug was damaged before they sent it because even without packing, how can a stainless steel mug be dented so badly even if it got bounced around? I thought I could let it go but the dent caused the mug to wobble a bit.
Since the mug is larger on top, I felt I needed the mug to be stable.
I looked online at the Amazon website and had a hard time finding how to go about doing a replacement. After a little searching about, I learned you had to open the Returns page. They give you a space to write your complaint so I did... in detail. I told them it was annoying that I would have to now search for packing material and make sure I get to the post office to send the damaged mug back to them before 30 days were up or I would be charged double for the damaged mug and the replacement. I also said I didn't think this made sending a gift through Amazon such a great thing since it could be an annoyance to the recipient.
Surprisingly, they got back to me within a couple of hours. They said I didn't have to send the damaged mug back and that they would credit my son's credit card or send me a gift card for the amount he spent.
I wrote back to say I'd prefer they credit my son's card since I'll have my mixes and a replacement mug. I did mention that I had a blog and would mention their nice customer service.
I'll have to say I was surprised at what great service Amazon did provide. For such a large company it's amazing that they got back to me so quickly. I'll be waiting to see when I get the replacement mug and how quickly my son gets his refund.
Good that they handled it so well.
ReplyDeleteOk, I am impressed. I have always had good service from Amazon but never had to replace anything. Kudos for a nice settlement.
ReplyDeletethats so good to know, we shop amazon too and now i won't be afraid to send things back.Thanks for sharing,, is the chocolate for hot chocolate?
ReplyDeleteSounds impressive to me! But then again, I'll wait to see how long it takes for you to get the replacement mug and the credit.
ReplyDeleteYou have made me much more willing to order things from them. Lands' End also has great return service.
I have also experienced good customer service from Amazon. It is good to know that such a big company can be that responsive.
ReplyDeleteMy younger daughter bought gifts for me and David from Amazon. They are very efficient. And, of course, they produce the Kindle, which I love.
ReplyDeleteI shop at Amazon almost exclusively for online purchases mainly because their shipping cost are about the lowest anywhere. Most retailers have a page there. I think that Amazon got the shipping down pat from the experience they culled from selling books. Other online retailers took a while to realize that customers wouldn't keep up with paying $50 shipping and handling for a $40 item. I would almost bet that Jon got free shipping for those items depending on the "free shipping" bonus. And remember you can always arrange for the item to be delivered at a FedEx or UPS holding station to avoid waiting around all day for the delivery person. I never knew about the pickup stations until this year. Sometimes had to ride out to the airport warehouse because I wasn't home for the attempted deliveries and re-deliveries attempts. Self-pickup is arranged between you and the FedEx or UPS shipper at the shipper's website via the tracking number, not at Amazon's site. When possible though I prefer USPS Priority service.
ReplyDeleteI do a lot of shopping through Amazon too. I usually bundle orders so I don't pay shipping. Service is fast and to the door. Or I order things to be sent directly to Colorado. And I reuse the boxes to send things to the kids.
ReplyDeleteOh, I guess I won't have to do that anymore.
I like Amazon. I hope it all turns out well.
Glad to get this good report on Amazon. Like others wo commented I use Amazon a lot.
ReplyDeleteIncredible that they would replace the mug and issue credit for the merchandise. Usually it is either/or. I think in general most internet stores bend over backwards to guarantee customer satisfaction or people will give up and shop B&M. Sometimes their concern about satisfaction gets so ridiculous. I ordered from Pfaltzgraff some dishes in the past and because they didn't fill the order timely, they credited me back for the entire shipment (since I complained), meanwhile a shipment was being sent (they were in the midst of changing shipping carriers so couldn't track it from their end). I called to say I got the dishes but some were missing, they said they couldn't charge me because their system wouldn't allow it, but if I agreed they could charge me for the replacement dishes. So I paid something like $18 for an entire set of clearance dishes. Whenever I am not happy with internet purchases, it is usually because I didn't bother to complain.
ReplyDeleteL.
Amazon is really good about replacing things promptly or giving someone a refund. I have dealt with them for over 10 years (since their startup) and have no complaints. I use them to send gifts all the time. If the recipient does not like the gift they can exchange it or get a replacement. Otherwise the credit comes to me.
ReplyDeleteWe find Amazon (UK) very easy to deal with, too. The company understands the importance of customer satisfaction.
ReplyDeleteYes, really great customer service. I hadn't known. :)
ReplyDeleteI love Amazon too. I use it here and they are one of the few company´s that ship internationally. I liked your review of them and hope you get your replacement mug.
ReplyDeleteKay, if you would like me to fix your mug, I have a 20 ton hydraulic press. I GUARANTEE you that I can get it to sit straight without any wobble. If course, it will be about 1/2" high after, but hey, you can't have it all. You can think of it as your 'diet' mug after, if you can get your drink into it, you deserve it.
ReplyDeleteOnline returns are tricky. I have had 1 problem previously with an Amazon purchase and like you, I was surprised by the effort they went through; I was contacted by an actual person on an actual telephone, not via pre packaged generic emails, and she was very polite and intelligent and not working out of a call center in Delhi. Refreshing. But, despite the certainty of oustanding service, I find Amazon's shipping to be too high, so I only purchase higher ticket items there now. I order smaller ticket items from another place, Deal Extreme, which specializes in small electronics, flashlights, component parts, etc for the tinkerer and there is no shipping charge, even for $2 items. But their return process is horrible and time consuming, almost nonexistant, so there is a trade off.
aloha,
walt
good to know you had such good customer service, it really makes a difference!
ReplyDeletealways nice to hear that good customer service exists...
ReplyDeleteDid it actually come from Amazon or one of their resellers? I have a real odd feeling about Amazon because they use these other resellers. I've looked at books they have an then realized I would be getting them from someone else, not Amazon specifically.
ReplyDeleteI love ordering from Amazon. Free shipping, a huge variety of products, and good customer service. It's nice to be able to buy inexpensive used DVD's through their site, too. We've even used their trade-in service to sell a few Nintendo DS games (it was easy).
ReplyDeleteAre you resting your eye?? I hope it's feeling a lot better!
How are your relatives in Japan doing nowadays? Nancy T.
That is good to know. I have bought things off Amazon over the last year or so, and have never had a problem, but it's good to hear they have great customer service if ever I do.
ReplyDeleteLaurie: The chocolate is supposed to be added to coffee to make it a mocha. I'll be trying it soon.
ReplyDeleteDJan: I've already been notified that the new mug is on its way. As for the credit, I've asked my son to tell me when he sees it.
Walt: Uhhhh... I think we'll keep the wobble. It's Art's now.
dkzody: I believe it's actually from Amazon. My son says he DID have to pay for shipping. It was not free and not cheap, I guess.
Nancy T: Thanks for asking, Nancy. I'm trying to be good about not using the computer too much... buuut... it's hard. The eye is still irritated, but not in pain.
The Sendai relatives are doing OK. They say there are still those occasional tremors which are scary and their house is presently still being repaired.
Everybody: It's nice to know that everybody has been content with the Amazon customer service so far. I'm still waiting to see if they follow through. I'll let you know what happens.
Amazing. We have never had anything come to us from Amazon in any but tip-top condition. Anyway, I'm glad customer service came through for you.
ReplyDeleteAmazon acted amazingly well, giving you the right service. In the Netherlands we have a TV program which deals with all kind of similar situations. There ia always one company chosen for the worst customer service. They get a "cold shower" and the best company deserves a "warm shower".
ReplyDeleteThanks for your visit. You like Oliver, don't you?! Well it so happens that in a fortnight I'll publish two songs from that musical. They are "Food" and a song sung by Fagin. I hope you like them.
Thanks for the comment about my post on Japanese Bedroom Furniture.
ReplyDeleteI enjoyed your Amazon experience story. They can be a pain in the a_ _ s too especially if you are a seller on their service. Been there and done that once. Never again.