For me, Amazon has been a model shopping experience for years now. (I was any early 'Prime' customer.) It's so simple:
- search for my item
- press the Prime button
- pick the result I like
- click 'Add to Cart'
- within 1 or 2 days the product shows up (with free shipping)
A couple weeks ago, however, this process broke down. It seems that step #2 (above) is happy to yield products not covered by Prime. The product I ordered (using my trusty work flow) had free shipping, so everything seemed fine. But it didn't arrive in 1 or 2 days; it arrived 5 days later - after we had left for a trip. No problem; I presumed I could simply return it for not arriving on time.
I was wrong; my 'Prime' search had yielded a product not covered by Amazon or their 2-day shipping guarantee. I called Amazon and was unhappy with the tone and message they conveyed. I was told that pressing the 'Add to Cart' button is not the right method; you need to specifically select a vendor (from a series of smaller, less noticeable buttons) to ensure you get Prime shipping. You also need to double check the final order. I told him I've been doing this a long time, and it was them who had changed, not me. He said 'sorry'. I also received a terse e-mail from Amazon saying there is nothing more to discuss.
Lesson? With the exception of BestBuy, I don't think I would have received this sort of treatment from any brick-and-mortar store I know. Maybe there is hope for the old way of doing things. Maybe I'll give up a bit of convenience to work with local shops a bit more.
















