Open Letter To Amazon Founder Jeff Bezo
Order # 116-1774013-2488258
Dear Mr. Bezos,
One of two critically needed automotive parts was delivered Tuesday, opened Wednesday but was “cracked.” We immediately contacted Amazon to again try and explain that this situation is causing a major imposition - not to mention spiraling out-of-pocket costs (hundreds of dollars in uncredited payments, taxicab fare for the last two weeks, and shipping costs on items going only a mile or two by either USPS or UPS). The customer service representative asked us to buy another part instead of taking ownership for this service failure, and clearly represented that she would overnight the part, which we have been awaiting since April 9th.
After we stupidly ordered the part, she tells us that she cannot overnight it. The earliest we can expect it is by Friday. (The truck has been sitting in Delaware for the last two weeks.) We told her as we have ECR that is unacceptable. We cancelled the order. We were told our money could take up to seven days to be credited back to our account though we cancelled within an hour of placing the order.
We have no shop truck, no means of transportation, no means to service clients, which is critical to our business, and have not had one since April 9th when the technician took it apart anticipating these parts being shipped in a day or two – not one going on two weeks, and are out hundreds of dollars in costs directly related to not having our truck. We believe the customer service representative knew that she did not have authorization to expedite this shipment, which cost us additional time, money and, more importantly, grief. And that she deliberately lied to us.
We have lost substantial business every day with the shipping delays on these two parts, which Customer Service falsely claimed they could not expedite once they entered into the supply chain. It is another brazen misrepresentation. Amazon expedites critical shipments all day, every day for favored clients and large customers.
We are just a small, boutique mom and pop operation the company improperly and disgracefully feels it can ignore and, ultimately, disregard. Typically, in an ethical company, when a service failure occurs, a customer will expect to be compensated for the inconvenience in the form of any combination of refunds, credits and apologies.
In this particular case, not only has Amazon refused to take ownership for this inexcusable service failure, it has refused to offer any type of consolation whatever beyond demanding that we pay more money, wait for a refund on two parts that have been shipped to our technician, and tough luck about the wait.
We have informed Amazon that our losses are significant, mounting – e.g., $300/day – and that if Amazon does not make this us whole, we will be pursuing a small claims action in either Delaware or Maryland - both states where the company has properties. We do not want to litigate.
But we will not allow Amazon to continue ignoring a catastrophic service failure, refuse to compensate us, which can be easily accomplished by overnighting (same day delivery) the correct part at the company’s cost, immediately crediting our money for the damaged part, and picking up the damaged and/or unwanted parts with instructions for UPS to bring a return label (we have no way to get one to the mechanic who is in another state and may or may not have internet access).
We have had it. We are tired of respectfully requesting consideration for an unaddressed disruption to our ability to engage in commerce. We will be escalating today, Thursday, April 16th if Amazon does not take responsibility for this service failure and make us whole.
Dear Mr. Bezos,
One of two critically needed automotive parts was delivered Tuesday, opened Wednesday but was “cracked.” We immediately contacted Amazon to again try and explain that this situation is causing a major imposition - not to mention spiraling out-of-pocket costs (hundreds of dollars in uncredited payments, taxicab fare for the last two weeks, and shipping costs on items going only a mile or two by either USPS or UPS). The customer service representative asked us to buy another part instead of taking ownership for this service failure, and clearly represented that she would overnight the part, which we have been awaiting since April 9th.
After we stupidly ordered the part, she tells us that she cannot overnight it. The earliest we can expect it is by Friday. (The truck has been sitting in Delaware for the last two weeks.) We told her as we have ECR that is unacceptable. We cancelled the order. We were told our money could take up to seven days to be credited back to our account though we cancelled within an hour of placing the order.
We have no shop truck, no means of transportation, no means to service clients, which is critical to our business, and have not had one since April 9th when the technician took it apart anticipating these parts being shipped in a day or two – not one going on two weeks, and are out hundreds of dollars in costs directly related to not having our truck. We believe the customer service representative knew that she did not have authorization to expedite this shipment, which cost us additional time, money and, more importantly, grief. And that she deliberately lied to us.
We have lost substantial business every day with the shipping delays on these two parts, which Customer Service falsely claimed they could not expedite once they entered into the supply chain. It is another brazen misrepresentation. Amazon expedites critical shipments all day, every day for favored clients and large customers.
We are just a small, boutique mom and pop operation the company improperly and disgracefully feels it can ignore and, ultimately, disregard. Typically, in an ethical company, when a service failure occurs, a customer will expect to be compensated for the inconvenience in the form of any combination of refunds, credits and apologies.
In this particular case, not only has Amazon refused to take ownership for this inexcusable service failure, it has refused to offer any type of consolation whatever beyond demanding that we pay more money, wait for a refund on two parts that have been shipped to our technician, and tough luck about the wait.
We have informed Amazon that our losses are significant, mounting – e.g., $300/day – and that if Amazon does not make this us whole, we will be pursuing a small claims action in either Delaware or Maryland - both states where the company has properties. We do not want to litigate.
But we will not allow Amazon to continue ignoring a catastrophic service failure, refuse to compensate us, which can be easily accomplished by overnighting (same day delivery) the correct part at the company’s cost, immediately crediting our money for the damaged part, and picking up the damaged and/or unwanted parts with instructions for UPS to bring a return label (we have no way to get one to the mechanic who is in another state and may or may not have internet access).
We have had it. We are tired of respectfully requesting consideration for an unaddressed disruption to our ability to engage in commerce. We will be escalating today, Thursday, April 16th if Amazon does not take responsibility for this service failure and make us whole.
Comments
Post a Comment