This is my only negative experience with an Amazon vendor thus far, and as a warning, I’m going to get ranty.
I ordered two packages of dollhouse shingles on March 3 with the 3-5 business day shipping option. There was an estimated delivery window of March 8-March 13.
On March 11, I received an email from Amazon saying that they hadn’t received a shipping notification yet. Fair enough! Sometimes these things fall though the cracks. So I emailed them and asked for a time frame of when I could expect shipping. I got this response:
hi you should be shipping out soon. Have to check with the warehouse on monday. sorry for delay. thanks
That’s a direct quote. I wish it wasn’t. No punctuation, the sentence structure is atrocious, there’s no names attached to the email… I couldn’t believe how unbelievably unprofessional that was. And it felt dismissive. Like… I would have appreciated something like, “I appreciate your concern. I won’t be able to check until tomorrow when the warehouse is open, but I’ll see what’s going on and get back to you.” Signed.
So I sent a reply the following morning, March 12. Things went downhill from there. I told them that the tone was dismissive, that the email was almost insulting in its lack of professionalism, and that my question wasn’t answered. Given that the maximum estimated delivery date would be the following day, I told that them that I thought it was only fair that my order was overnighted at their expense, or they refunded my shipping. There was no way that a package would get from New York to Alabama before the shipping estimate was up.
I received a fairly prompt response, brushing off my concern that they were being dismissive and not addressing the lack of professionalism. I was, however, told that I should receive my order close to March 13, and that they (whoever they was) would get back to me later that day.
I emailed again the following morning, March 13 asking if we were going to be able to work this out, or if I was waiting to file a claim with Amazon on Friday.
They emailed back, offering to cancel the order or refund my shipping charge.
I sent them a final email saying that they could either cancel the order and refund the full amount, or ship by close of business the following day either priority or overnight.
Three minutes later- literally three minutes- I received an email stating that my order had shipped. The transaction for the full amount showed up in my bank account. I called Amazon to complain about them and let them know that the refund hadn’t shown up yet, and sat down to wait.
I received my order today.
For those of you unfamiliar, dollhouse shingles are cut from very thin birch sheets and are fairly fragile. If we’re looking at flat rate options, they could have gone snugly in a padded envelope with some extra stuff to secure them, or the best option would have been a medium box, again wrapped well to secure them.
I’m not happy. I’m never ordering from them again.
And my shipping refund still hasn’t shown up.