I’ve always wanted to like Amazon. A million years ago they were a place where you could find all sorts of reading material that your small local bookshop didn’t carry or that they didn’t have much interest in getting for you. Time passes. Things evolve. Amazon is now all things to all people – literally where you can go to but everything including the kitchen sink, listen to streaming radio, or find a bit of in-house produced “prestige television.”
The more Amazon has grown, the larger their catalog of merchandise has become, the worse the overall experience of dealing with them is. Over the last 12 months I’ve received more damaged items and made more returns to them than I have in my entire time as an Amazon customer up to this point. It’s a pity, because Amazon is just so damned convenient.
I won’t go so far as to say I’m parting company with Amazon – but I can go out of my way to make them a vendor of last resort. Even if that means a bit more inconvenience and expense for me, I’m just petty enough to put my money where my mouth is. I’ve cancelled my subscriptions and know that means spending extra time to find books coming from Powell’s, Barnes & Noble, or searched out from individual used book shops. It means either shlepping out to the local Petco for dog and cat food or finding more consistent online sellers. It means getting use to paying for 2-day shipping in some cases.
Sure Amazon’s customer service is always quick with a refund or offering up a replacement, but being johnny on the spot with those things shouldn’t be the norm. If they’re not interested in delivering a product not beat to shit or spewed open inside the carton during shipment, they’re not interested in hanging on to at least this one customer. Sure, losing a couple thousand dollars a year in revenue isn’t going to break Amazon, but it’s the one voice I know capitalism understands when echoed by enough mouths… and all because the world’s greatest retailer can’t be bothered by a bit of proper product packaging.