Amazon.com

[dawgfan]

I was all prepared to bash them, but they finally came through for me today. Back story:

Seeing the Two Towers in the theater pushed me over the edge - I've become a full-fledged Tolkien nut. Only, I've never read any of the books. So I ordered the boxed set of the trilogy, the one illustrated by Alan Lee, along with the special edition leatherette version of the Hobbit and the illustrated hardback version of the Silmarillian - I mean, if you're going to immerse yourself in Middle Earth mythology, may as well go whole hog right?

The books arrive at my house this morning, and I'm feeling like a kid at Christmas as I open the package. When I remove the shrink-wrap from the box set, I discover one of the bottom seams on the box is completely torn, yet the shrink-wrap was unaffected. So I'm thinking, these bastards sent me a defective set. I wouldn't have bothered with the expensive box set if I wasn't interested in having the nice packaging.

When I get to work, I go online and fill out a return form, explaining the situation and requesting a replacement rather than a refund. I get the automatic reply giving me a link to print out a UPS shipping label and am told I can return the books at no cost to me. Then I get an e-mail from a customer service rep.

The gist of his mail is that since only the packaging was damaged, and such damage can occur during shipping, they won't send a replacement set, and instead offer me a $5.00 coupon.

BS I'm thinking - this wasn't damaged in shipment, otherwise why wasn't the shrink-wrap torn as well? So I fill out another form indicating this resolution is not satisfactory. I point out why I don't think the damage was due to shipping, state that I feel their offer is not satisfactory, and again requested a replacement set be shipped.

The happy ending is I just received another e-mail from a different customer service rep apologizing and informing me that a replacement set has been ordered and will be shipped ASAP (I just need to return the damaged set within 30 days at no charge).

Bottom line, it took 2 tries, but Amazon's customer service did end up doing right by me. Either way, I was determined to share my experience. Lucky for them they got it right in the end.

[KWhit]

I've always had pretty good luck with Amazon. Their prices are freakin great and the one or two times I've had to send something back they gave me a refund with no questions asked.

[bigdawg2003]

I just ordered Quiz Show and the Desperado/El Mariachi combo DVD. Hopefully it goes better than yours did at first.

[lcjjdnh]

I love amazon. Whenever I order, even using standard shipping, I get the stuff within two or three days. A couple days ago, my package may have gotten lost(says it was delivered but I never got it) and they sent a new one using rush delivery and told me to send the other one back if it doesn't come. Also, I have preordered on a Saturday for something that comes out that Tuesday and with standard shipping, I got it Tuesday. I can honestly say I ahve never had a problem with Amazon.

[the_meanstrosity]

I've had my share of Amazon problems as well. The worst being a discount taking 3 months, 5 un-answered emails, and 4 customer service calls. The worst customer service I have seen from a big vendor.

Finally, I just sat on the phone until they actually gave me the discount code over the phone. So long as you don't have to deal with their support, they have great service.

[CHEMICAL SOLDIER]

Its good that all ended for the better for you and congratulations for your purchase and small victory .

[Fritz]

I loved amazon until this past xmas, and then they did a very poor job.