Is your customer service as good as Amazon’s

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It’s been a long time since Amazon screwed up an order, but they managed to make a minor error this week on an Amazon Pantry order.

I should really have spotted the error myself – 750ml bottle of Dettol Surface Cleanser, pack of 3 for £1.50 would be an incredible price. Needless to say when the delivery arrived there was only one. Whoever did this listing obviously confused ‘3 x protection’ for a pack of three.

What’s interesting with Amazon is their service when I called, which I only did to alert them to the error so that they could correct the listing. There was no fuss at all, within seconds they’d placed an order for the missing item which is due to be delivered tomorrow. They don’t care what it costs, they don’t care that it’s obviously an error on their part, all they wanted to do was to put it right and have a happy customer.

Customer service is why shoppers absolutely trust Amazon, they’ve built their business on making sure that their service is second to none and when things do go wrong they’re ultra quick to put it right.

It does beg the question, if you had an order go wrong this weekend, either on a marketplace or on your own website, how quickly would you rectify the situation. Before anyone says, of course I recognise that some of us take weekends and bank holidays off work, but is ecommerce moving towards the necessity of having seven day a week customer service?

4 Responses

  1. We personally monitor ever order as it come in, so if any error happens we can contact the customer within minutes of the order been placed.

    In a day and age when anyone can sell everything customer service is the only way as a seller you can stand out.

  2. some one somewhere has to pay the piper
    customer service is only as good as your staff ,
    if you pay minimum wage, you tend to get minimum effort,
    to pay more you need more profit, aof be a busy fool with
    tail wagging the dog, we dont kid ourselves you cant spend glory of self importance
    we do everything that makes our business work but for us not the customer

  3. while it may seem like great customer service, they have done the bare minimum as far as i can see, if you advertise a pack of 3, and only send 1, you owe the buyer another 2, end of story.

    I’m not certain they’d be so generous if it were a pack of 3 houses, or cars, but for a £1.50 item i can almost certainly say everyone in their right mind would have done the same.

    the real question comes when the seller has done everything right, the listing is perfect, the customer buys 3 of a single item, then says only 1 arrived.
    – is it good customer service to instantly send another 2, or is it better to check the paperwork first?

  4. “Customer service is why shoppers absolutely trust Amazon, they’ve built their business on making sure that their service is second to none and when things do go wrong they’re ultra quick to put it right.”

    Shame sellers aren’t treated the same or anywhere close. It baffles me how a company can be so hypocritical. I’m sure if purchasers knew how Amazon treats everyone else who is not a customer they’d view them in a different light.

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