It’s the Christmas season, and I’m proud that I actually know what I want to gift most people on my list.  To that end, I’ve actually purchased the majority of my gifts already, including a Kensington folio for my dad’s new iPad.  The case he has now is flimsy, and I’m living proof that you need a sturdy case.  I live with a cracked screen daily after Little Miss’s tantrum because I refuse to pay $260 to repair it.

So of course I turned to Amazon, where I purchased my original case.  (I’ll make my disclosure note now: I was not paid to write this, and there are no affiliate links.  This is all purely my opinion.)  I was thrilled to find it on sale for just $39.99 instead of the list price of $99.99.  These are the things that make me happy.  And since it was sold and shipped by Amazon, it qualifies for free super saver shipping.  I couldn’t hit “order” fast enough.

I ordered it November 28, and it arrived this past Monday – five days from order to delivery.  I left it in the package until Wednesday when I planned to start wrapping all my gifts.  When I opened the package, I discovered that… it wasn’t quite what I ordered.  My first thought was that I had made a mistake.  I went back to the Amazon site and searched, trying to find the item I’d bought, and no dice.  Fortunately, I’d kept my order receipt (I love how Amazon and other companies keep you so informed about the progress of your order!), so I checked it out.  when I clicked on the link to my item, it was there.  But it wasn’t sold by Amazon.  Instead, there was a message that went something like:

This item is not currently stocked by Amazon.com.  It is available via other sellers.  However, we have been alerted that the item being shipped does not match the website description.

Ah-ha!  So it wasn’t me.

I searched on the Amazon site, but the only thing I could find was how to return the item.  I didn’t want to return it; I simply wanted the right item shipped to me – at the price I paid originally.  Fair enough, right?  I tweeted my sadness that my dad’s Christmas gift was wrong.  I wasn’t rude, I wasn’t mean.  I didn’t even tweet to Amazon.  I simply said I was sad that it was wrong. Within an hour or so, Amazon tweeted me back with:

Have you contacted us? We’d like to see what options are available so he can get his gift. amzn.to/HJawkJ ^JP

That was the form I was looking for.  I shared my appreciation, then turned my attention to the form.  It allowed me to clarify that I had received the wrong item and then connect with Amazon to figure out what to do next.  I filled out the form and received an auto-reply saying that I’d hear from someone within 12 hours.

Within four hours, I had a response.

I’m so sorry the problem you had with the ” Kensington KeyFolio Pro2 Removable Keyboard Case & Stand for iPad 4 with Retina Display, New iPad (3rd Gen) and iPad 2  ” in Order #002-0622857-1724215

If you’d rather not keep the item, please return it for a full refund.

Follow this link to find instructions and a return mailing label for your order:

https://www.amazon.com/gp/orc/rml/(more code specific to my order)

If clicking on the link doesn’t work, please make sure you’re signed into the account you used to place the order. Once you’re signed in, try clicking it again or copying and pasting it into your browser’s address window.

If you haven’t opened the package you’re returning, it’s okay to tape the Return Merchandise Authorization to the outside along with the mailing label.

If you don’t have a printer, you may want to ask a friend or family member to print the label for you. Also, public libraries usually have computers and printers you can use–often free of charge. If you’re unable to print the label, please write back to let us know:

http://www.amazon.com/gp/help/contact-us/returns-and-refunds.html

Once the carrier has received your return package, it can take up to two weeks for us to receive and process your return.

I see that the problem with the item has now been resolved and the item is available again on our website now.

As you are saying that it is a cristmas gift for your farther, To help you in this regard I request you to please place a new order for the ‘Kensington KeyFolio Pro2 Removable Keyboard Case & Stand for iPad 4 with Retina Display, New iPad (3rd Gen) and iPad 2’ in black color from Amazon.com with One-Day-Shipping and write back with the new order-ID we’ll refund the complete shipping charges.

I’ve provided the current listing for this item below:

http://www.amazon.com/dp/B0085JFM1A

NOTE: Please place the new order that is Ships from and sold by Amazon.com, so that we can honor the shipping refund as we cannot fund for seller orders.

I wrote back explaining that yes, this was a help.  However, if I return my $39.99 item and buy the correct item again, I am now out $20 because the item price has gone up – through no fault of my own.  And I quickly received another response.

I’m sorry for the inconvenience you had to face with your order. I can completely understand your disappointment.

I would request you not to worry. I will surely help you with this issue.

I’ve already issued you $39.99 as an advance to your payment method.

Once processed, you’ll also be able to see the refund request here:

https://www.amazon.com/gp/css/summary/edit.htm (more code specific to me)

Since the order was paid for by gift card, $39.99 will be returned to your gift card balance in 1-2 business days. These funds will be automatically applied to your next order. You can view your balance and activity here:

https://www.amazon.com/gp/css/gc/

However, to compensate you for the inconvenience I request you to please place a new order for this item with One Day shipping and let us know the order number(item should be ships and sold by Amazon.com OR fulfilled by Amazon.com), we’ll remove the shipping charges plus we will adjust the price , Please be assured that you will not be paying any thing extra.

I assure you that you will be charged with the same amount as it was before.

Nice, right?  But wait… there’s more.  That refund request that they made – before I’d shipped back my item, mind you, so that’s showing a lot of faith in me – came through less than 12 hours later.  By 8am yesterday, I had confirmation of the refund completion.

I ordered my item, at the higher price and with one day shipping (in fact, my UPS man friend should be here anytime now with it!).  I emailed Amazon customer service with my order number and within an hour had another response from them.

Thanks for writing to us with the order number.

I’ve waived the shipping charges for your order as well as reduced the item price to $39.99 as previously promised.

You can check the status of your order in Your Account. Here’s a direct link to the order details:

https://www.amazon.com/gp/css/summary/edit.html?order (code for my order)

I hope this helps you. We look forward to see you again.

This entire exchange happened in under 48 hours.  My incorrect item has been dropped at UPS as of last night to be returned, and my new item should be here shortly, in plenty of time for me to wrap it and give it to my dad for Christmas.  Amazon customer service was prompt.  They were polite.  They figured out the issue without me having to explain it repeatedly because they think they know what my problem is when they’ve misunderstood it (my pet peeve with customer service in general).  They figured out the solution and the right thing to do, and they went above and beyond in issuing the refund in advance (which I hugely appreciate so that I have no extra money out of pocket) and getting me the right item as quickly as possible.

Amazon was already one of my favorite retailers because of their selection.  And their pricing.  And their Super Saver shipping.  And because of this customer service experience, they have my loyalty for life.  I will head there first for everything.  It is completely true that you see what a company is really about only when there’s a problem.  Amazon could not have handled it better.

My other favorite store because of their customer service is Lands End, where I cannot say enough for the experiences I have had.  So where have you had amazing customer service experiences?  I want to know so that I can patronize those businesses, too?


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    Comments

  • Tara R.


    That is how customer service is supposed to be. I really like Amazon too, and this only made me like them all the more.

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