When I was a kid, my mom used to listen to Jack Carney’s show on KMOX Radio in St. Louis. Carney was the biggest personality on the biggest radio station in town, and he did endorsement commercials for a camera shop. My mom went to that store and… I can’t remember the details anymore, but she felt she was treated poorly.
She called the radio station, managed to get Carney on the phone, and told her story. Within 30 minutes of that conversation, the store manager called my mom and offered to do whatever it took to make things right.
In the age of the internet, can a blog post accomplish the same thing? We’re going to give it a try. Here’s the story.
I ordered a book from Amazon.com — actually from one of their “Marketplace Partners”, an outfit called SuperBookDeals. Here’s the book I ordered:
When the envelope from SuperBookDeals arrived, here’s what was inside:
Can we agree that it’s not even close? And that anyone who reviews my Amazon order will confirm that I ordered the Ellington book?
Okay, good. Let’s continue.
I emailed SuperBookDeals and told them of the mistake — their mistake, by the way. I received an email asking for the ISBN number of the book I received. I sent them the proper number. Here’s what I got in reply:
Thank you for contacting us. We are sorry to hear that you received the wrong item. Please return the item(s) to us via USPS Media Mail with delivery confirmation, along with your full name, order number, reason for return, and a copy of the receipt for return postage, and we will reimburse the cost of return shipping. Please send the item(s) to:
SuperBookDeals Returns
Ref: [transaction or order number]
5520 Brick Road
South Bend, IN 46628
Upon receipt, we would be pleased to process a refund or order a replacement from the publisher, which would take approximately 1-2 weeks to be delivered to you. Please let us know whether you would prefer a refund or a replacement copy (if available). We apologize for any inconveniences this may have caused, and we appreciate your patience in this matter.
In other words, to correct their mistake, I have to write out a letter with a bunch of information they already have, take the book to the post office, shell out the postage myself, include the receipt with the book (God forbid I try to make an extra fifty cents in the deal), and wait for them to receive it via (extremely slow) Media Mail. Then, and only then, they will send me the book they should have sent me the first time.
I objected — both to them and to Amazon. I’m willing to return the book, but while they’re waiting for the wrong book to come back they should be sending me the right book. Eventually, I received another email from SuperBookDeals:
Thank you for contacting us. We do apologize for the confusion and that you received the wrong item, as we did indicate in our email below, to please return the wrong item via USPS Media Mail with Delivery Confirmaton and we will be happy to reimburse you for that cost. Once you have done that please email us with the delivery confirmation number and we will be happy place a new order to send you the correct item. At that time if you could also email us with us the cost of the return shipping we can start the process to send you a refund check for that amount. Again, we do sincerely apologize incorrect item sent.
Okay, better. Not great, but better. I dutifully wrote the letter, brought the package to the post office, put the receipt in the envelope, mailed the thing, and then sent the delivery confirmation number to SuperBook Deals.
And got this reply:
Thank you for your response. At of yet we have not received your return merchandise. The delivery confirmation number you provide is invalid. Please provide us with the correct delivery confirmation number. Once we have that number or the book we will immediately ship out the correct book. If you have any further questions please contact us. Thank you!
No, no, thank you, SuperBookDeals, for screwing up my order and treating me like I’m trying to pull a scam.
I now have to go back to my office, find the delivery confirmation slip, and see if perhaps I missed a number on the 20-digit delivery confirmation slip. Is it possible I got the number wrong? Sure it is. And by golly, SuperBookDeals isn’t going to fix their mistake until I jump correctly through every single hoop they’ve set up. Rules are rules, after all.
So here’s the experiment:
Now that this rant is up in the blogosphere (and a separate, shorter rant is on Amazon’s Customer Feedback), will it affect SuperBookDeals in any way?
Will a Google search of SuperBookDeals put the post on the front page?
Will SuperBookDeals find the post on their own? Will Amazon? Will either of them care?
I’ll report back.
UPDATE 5/19/08 This morning, I photocopied the delivery confirmation slip, created a pdf, and attached it to an email to SuperBookDeals — my hope was that this way they would have proof that I’d sent the book, and there would be no question as to the confirmation number. Late in the day, I received this message in reply: We are not allowed to open attachments please include the information in the email. Thank you. I have complained bitterly to Amazon.
UPDATE 5/21/09 Amazon took care of business. Details here.