We all get used to our vendors and suppliers, whether online or in-person. And we get used to a certain level of customer service, and come to expect it.
This is why I was shocked when Amazon.com fell down on their expected task of zipping my book order to me. Don't get me wrong - they did get it to me in record time (I am an Amazon Prime customer, and am thus am entitled to free 2-day shipping.) What they got wrong was the book itself. This had never happened to me with any online order, and I simply didn't expect it from Amazon.
I had ordered Alexander McCall Smith's "The #1 Ladies' Detective Agency" as part of a "4-for-3" promotion (buy 4 paperbacks for the price of 3 paperbacks) which seemed like an attractive deal. When the box of box arrived from Amazon, "Ladies' Detective Agency" was simply not there, replaced by "Across the Dark Islands: The War in the Pacific." It was as if someone in Customer Service had decided I needed to change my reading habits.
So, I contacted Customer Service. First, I tried to find the information about how to return a book that was incorrect, but the directions in both the "Help" and the "My Account" section were circuitous and unhelpful, and I was unable to find a service resolution, so I decided to call them instead.
Now, in case you haven't noticed, IT IS NOT EASY TO FIND THE AMAZON CUSTOMER SERVICE NUMBER ON THE AMAZON.COM WEBSITE. They seem to live and breathe "automation," and really discourage phone calls (probably a cost issue).
Fortunately, I had the number on file a previous bout with Customer Service, and so was able to locate it. For those who remain frustrated about contacting Amazon by phone, here it is:
Amazon.com Customer Service: 1-800-201-7575
When I reached Customer Service, I got a profuse apology by phone, and a promise to ship the "Ladies' Detective Agency" immediately. I then printed a free shipping label for the wrong book, and waited another 2 days. Friday came, and I got a package. WRONG BOOK AGAIN! I couldn't believe it. Once again I called Customer Service to inquire about the mishap.
This time, they didn't even try to ship me the correct book. They agreed to give me a refund on the book when it came back, so I will probably never know what happens in Alexander McCall Smith's mystery. It shall remain a mystery - as much a mystery as Amazons' Customer Service phone number is for many Amazon customers.
