As ESI readers know, I don’t spend a lot of time bragging about how good stores are.
It’s partly because no one cares and partly because there aren’t that many that are great.
But this time I have to say something because Amazon shocked me.
Background
Before I get into that, let’s cover a bit of back story.
It started several years ago, probably the same way it did with many of you. I ordered here and there from Amazon, mostly books, but did the majority of shopping with physical retailers.
As the years went by, I spent more and more of my Christmas budget with Amazon. They had great prices, allowed me to avoid crowds, and even once or twice offered 5% cash back with the Chase Freedom card (which I have).
Then I became a Prime member and started to order more frequently. Then more frequently. Then decisions that used to be “let’s drop by Walmart and see if they have that” became “let me check on Amazon” (which often had better selection in addition to a better price, not to mention reviews which were helpful in buying a product.)
This past Christmas, 75% of my budget was spent at Amazon. And now I make almost weekly orders from the site. They include everything from text books for my daughter’s college classes to a fake tree for our living room to natural deodorant that I just can’t find elsewhere.
And just a couple weeks ago I got the Amazon credit card. It offers 5% cash back on all my Amazon purchases, making their already great prices even better.
Recent Stunner
It was a normal purchase when I recently ordered an audio book from Amazon. I received the shipment a couple days later only to discover it was an MP3 audiobook, which I can’t play without jumping through a few hoops. Since it wasn’t a book I was in love with anyway, I decided I’d just return the item.
I submitted my return request (which Amazon has made very easy BTW), was confirmed in almost no time, and prepared to send the item back.
But the refund approval had three simple words that changed my direction: “no return required.”
Really? They were not going to make me send it back? Since when has a retailer ever done that?
Now I know it was probably just a business decision: Amazon didn’t want to pay to ship back a $9 audiobook as they would end up spending more to get it back, re-stock it, and sell it again than what the item was worth. But it still shocked me that they didn’t want me to send it back.
This gesture saved me the time and hassle of wrapping the item, packaging it, and sending it back to them.
Anyway, I was very pleasantly surprised and wanted to share this you.
Has anyone else had something like this happen with Amazon or any other retailer?
P.S. After I wrote this post a month or so ago, the same thing happened. This time it was for a third-party seller who sold me something on Amazon, it wasn’t what I wanted, and when I tried to return it they gave me my money back and told me to keep the item. Very nice touch!
Meg says
My Amazon experience almost exactly parallels yours over the years. (Especially how the “Let’s go to Walmart… UGGHHH” turned into “Check on Amazon!”) When we had our baby about a year ago we did the subscription for diapers and wipes so they just show up on our doorstep every month. And just recently I had the same thing happen when I wanted to return some ~$8 baby bottles – I was also floored when I didn’t have to return the item but still received a refund! LOVE Amazon!
George says
I bought a TV from a third party seller on Amazon in 2008. When it arrived, it was clear that not only was it an older model of the TV, it was used (had a sticker on it from previous owner)! I was obviously outraged, and contacted the company. They apologized and said they would swap it out with the real deal, that it was an inventory error (it was in the right box, but … I don’t find that too reassuring). A week goes by with this giant box in my living room, and no return label, and the seller keeps wasting my time “checking on it.” So I brought in Amazon, who said “just ship it to us and we’ll take care of it.” They (Amazon) refunded my money that day, and I imagine they hashed it out with the seller.
I bought the TV again, this time from Amazon, which came with their white glove service (they set it up for me). Was very happy.
Chris Colter says
I sell items on eBay from time to time. A couple of times the sellers wanted to return items, and I told them to keep the item. It is a business decision. You have to weigh out the costs and the potential customer feedback.
On another note, a good friend of mine purchased a curio cabinet (very heavy) on Amazon and she wanted to return it. They said keep it and shipped her the one she wanted. I now have the first one that she didn’t want, and it is nice!
Crystal says
I love Amazon too. Rarely shop anywhere else except for groceries and basics bought in bulk cheaper at Costco (Kirkland brand stuff usually). Amazon’s customer service is just too awesome. 馃檪
Ed says
The flip side is if you do this too often (only Amazon knows how often is too often), you will be banned from Amazon and good luck trying to get unbanned.
Coopersmith says
I find that Standard Known Units in stores are ok but rarely can you get that unique item that has that extra little something that makes it just right. Who would not want a exhaust fan for your bathroom that automatically turns on when taking a shower because of the rise in humidity and shuts itself off after 20 minutes.
Before I run around looking at store to store I check things out on line and don’t waste my time if it is not exactly what I want.
Amazon has some very good unique items and a lot of resellers that carry those unique items. I have not hit the amazon prime point yet but do a fair amount of shopping on line for unique items.
I am finding more items that will even ship to store for free. Just pick up at your local store. Home Depot is one of these retailers and if it is not what you want you can just return to the store.
John Wedding says
We’re ordering a lot of stuff from Amazon these days. We have Prime and as great as it is, they still sometimes manage to beat even the two-day window.
We have a number of items on Subscribe and Save. Doing it this way makes the items very affordable and we have less hassle in the process.
We’re not to the point yet of getting all of the little buttons to stick up everywhere, though. 馃檪
Financial Slacker says
I too love Amazon. Except when I go through my monthly expenses and realize how much we spend with them. They make it so easy to buy and return that I find myself buying things I don’t always need. I have had to resort to putting things in my cart and leaving them there until I decide that I really do want/need to buy.
Regarding your experience, we had a similar one with Wayfair. We ordered little decorative lanterns that hold small candles. Unfortunately, the glass was broken on two of them. Honestly, they work well without the glass anyway, but the company sent us new ones and told us just to keep the broken ones.
It is gestures like this that keep customers coming back time and time again.