How was the experience bad? I never see my UPS delivery guy so I can't imagine it matters one way or the other to me how my packages "magically" show up on my front porch.
Here is today's 44 post discussion:
http://www.amazon.co.uk/forum/amazon/ref=cm_cd_tfp_ef_tft_tp...
I hang out at coffee shops a lot and often times my bag and clothes end up smelling like coffee. Does that mean they are "damaged"? No. Especially since it's temporary (even more so in the case of the Amazon package, which is disposed of right away).
But they also said that sometimes the contents get smelly. That definitely qualifies as damaged.
Coffee smells come out a lot easier than cigarette smells, and you choose to go to those coffee shops, whereas the person I'm replying to does not choose to expose his brand-new clothes to cigarette smoke.
If I buy brand new clothes and they smell of cigarette smoke out of the package, damned right that means they're "damaged."
And again, cigarette smoke does not necessarily wash out as easily as you seem to think it does.
Would you be as understanding of the driver if he got ice cream all over the clothes instead? After all, wash it and it'll come out.
Also, "foul" is completely subjective in this case. Guess what: I hate the plasticy/industrial smell of certain types of clothing packages. But I'm not gonna go around claiming the item is "damaged" simply because I don't like the way it smells out of the box.
Amazon won't do anything about it. [I feel] If my last experience with Amazon CS is any indication they'll read a script, and just refund your money. (Not reship.. I've had that issue as well) Also, if you're a prime member and have spent quite a bit of money on Amazon.. They still won't care.
I plan on cancelling my prime membership and seeking out alternatives.
There's an easier solution for this problem: Use Walmart, Newegg etc.
info:
For example, delivery services routinely leave packages at my garage rather than my front door, because it saves them 15 seconds of walking. This is less convenient for me but more convenient for them.
But that's not all! Once they put a package low to the ground and not out of the way, so that when I went to drive somewhere, I backed over it.
I once saw a delivery guy deliver to a neighbor. He dropped the package at their garage door, knocked on the garage door, and left. I assume they are required to knock but it doesn't say where.
And of course because they never knock or ring my doorbell, the only way I know a package has been delivered is if I sign up for electronic notifications, or I discover it on my way out.
In other instances, I've had packages simply delivered to the wrong house, I guess because numbers are hard. Once I had a package delivered to the wrong city.
Usually it works well enough, but there's plenty of room for improvement for me.
I'm in a fairly dense urban area, one of the next-day prime locations. Our apartment gets about 4 packages a week I'd say. Probably 90% arrive on time or ahead. I've had a couple where the driver just threw the package up the stairs to the apartment, instead of to the door. Still, considering the sheer number of packages, I've yet to have a misplaced or stolen package.
They do drop off without ringing fairly often. Personally I don't mind, but it seems like that could be standardized.
The "magic" is the stuff that happens behind the scenes, all of these companies, from the frontline employees to the backend systems have a lot of details.
Examples of why your experience would suck:
- Late packages
- Lost packages
- Stealing of your stuff
- Damage to your stuff
- Lower-tier people learning your habits
- Generally high level of fuckups.
IMO, Amazon's path here is a sign that they are in trouble. In the late 90's, ecommerce players looking to cut costs did stuff like use Airborne Express (later acquired by DHL) and the company that become Fedex Home/Ground. Both companies used contracted out delivery drivers or courier companies, and both were big fuckups.
UPS/FedEx/USPS are pretty efficient at this stuff, so the final frontier for Amazon is exploiting the workforce to cut costs. So you'll have folks driving their mom's car to deliver packages Uber-style, with inadequate insurance and insufficient income to maintain a vehicle suitable for the purpose.
Trying to get any sort of resolution out of Amazon is impossible, as they insulate their logistics department from any customer service complaints. All you can do is point out that it happens nearly every delivery.
Plus it's just plain weird, that some guy in joggers turns up and hands you a package. There's no way to associate the courier as a courier, and as such my first thought is usually "Why does this man have my stuff? Did I just let a random guy into my complex?"
I've put specific instructions on where to leave the package if I'm not there or to give me a call when they've arrived, and so far no problems there. It's pretty easy to associate the courier as a courier since a notification pops up saying the driver has arrived and you can see the person holding a big brown bag with an amazon label on it. Pretty straight forward imo.
So far a much better experience than OnTrac leaving shit wherever they please.
I've also had problems with companies using alternative shippers for cold-packed stuff, presumably because it was cheaper. Then it sat in someone's hot car for 12 hours and was delivered with room temp ice packs. Sure it was delivered on the right day, but not well.