Tag Archives: Amazon customer service

Amazon’s amazing customer service

Amazon has received accolades in recent years for its customer service, including awards from J.D. Power and Associates, the National Retail Federation Foundation and The Temkin Group, a research and consulting firm focused on customer experience. This week, I got to see firsthand why Amazon earned these high ratings.

I recently purchased a mop cover from Amazon. I took a risk when I bought it, because it was difficult to tell from the online listing whether it was the right one for my mop. I decided to take the $7 plunge and purchase it, figuring I could return it and get some of my money back if it was not the right fit.

Unfortunately, the mop cover was too small for my mop. I went into my Amazon account to initiate a return, but the only return shipping method offered was the United Parcel Service (UPS). The cost of sending it back via UPS would have taken a big chunk out of my refund amount. I emailed Amazon on Monday afternoon to ask if the company could add the postal service as a return option, so I could reduce my shipping costs.

I received a reply to my message within an hour. The customer service representative told me, “Because the cost of returning this item would be prohibitively expensive, there’s no need to return it. You’re welcome to keep, donate or dispose of the item –whichever option is most appropriate and convenient for you. To help you with this, I’ve requested a full refund in the amount of $7.47 to your original payment method.”

I was very pleasantly surprised. I expected Amazon to tell me UPS was my only option. Instead, the company gave me all my money back, without putting me to the trouble of returning the item. This is excellent customer service.

I realize Amazon is a huge company that can afford to eat $7.47, and I may not get a refund in similar circumstances in the future. But the company did not have to give me a refund at all. I’m the one who ordered the wrong product, and the responsibility to return it was mine.

Amazon’s gracious response in circumstances like these is sure to enhance customer loyalty and keep it high in the rankings of class-leading customer service experiences.

Have you had a great customer service experience recently? Please share it here.

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Amazon delivers a quick refund on failed shredder

In my last post, I explained how an Amazon Basics shredder I’d purchased failed after just a few weeks of use and how impressed I was by my initial customer service experience with the company when reporting the problem. I promised to follow up after the transaction was complete.

I dropped off my broken shredder at a UPS store on Monday, Feb. 4. Return shipping was paid for by Amazon. Because I live so close to Amazon’s return processing facility, the company received received my shredder the day after I dropped it off. Today, two business days after the drop-off, I received a notification my return had been processed, followed by a notice of my refund.

Between the time I requested a return merchandise label and the date I shipped the item, I emailed a couple of questions to the Amazon customer service team. Each time, I received a prompt response.

After shipping my item, I could log into my Account, then select “Return or replace items” and “Manage my returns” to track my package. The only improvement I’d make to this section is adding the notification that the return was processed and the refund issued, but that is a very minor flaw.

Besides the fact my shredder was a poor quality product, I really have no complaints about my Amazon shopping experience. Within a week of requesting to return the item, I have my money back and can now purchase something else.

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Amazon customer service: so far, so good after shredder fails

To protect my personal information, I make a habit of shredding documents that someone could use to steal my identity. After many years of faithful service, my trusty shredder showed signs of its impending doom in December. I read a lot of shredder reviews before picking a new one. The choice came down to a more-expensive model (which had the best reviews) or a budget model that seemed to work well for most folks.

I chose to take a chance on the AmazonBasics 12-Sheet Cross Cut Shredder. At a price of $60 with free shipping, it was one of the best values out there. Until it stopped working, that is — a mere six weeks after it arrived at my home. I shredded four sheets at once (one-third of its alleged capacity), and the shredder jammed. I tried reversing it and using other troubleshooting steps, but the paper in there won’t budge. Repeated attempts to dislodge it began to result in a burning smell from the unit.

I called the customer service number on the front of the product manual and was pleasantly surprised when an Amazon representative answered the phone immediately. I expected her to grill me about why the product didn’t work, but she simply asked if I would like her to send me a prepaid label to ship the product back. While we were on the phone, she encouraged me to check my email account to make sure I received the label she emailed, which I did.

Now, I need to package the shredder up and drop it off at a UPS store. Once Amazon receives and processes my return, it will refund the purchase price. This is expected to happen within two weeks of Amazon receiving the item. Plus, the customer service representative gave me a $5 account credit toward the purchase of another AmazonBasics item.

So far, Amazon has impressed me with its customer service. I’ll update you after it receives and process my return. What types of experiences have you had with this company when things go wrong?

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