Black Friday is here and America is ready for a shoppingpalooza to end all paloozas. It seems like a good time to remind everyone, with full expectation of being ignored, about how the American shopping experience can sometimes go wrong.
First, Amazon. The funny (in a perverse way) part. I have written twice about Amazon’s practice of waste in its inappropriate packaging choices. https://bit.ly/2PQ7VTp and https://bit.ly/2DVS4fR That part is not funny. Anyway, I was slightly surprised by the weight of the package that arrived supposedly containing a precious order of Nature’s great food: popcorn. But I had ordered a box of six boxes of six packs each, so it was, I thought, possible that popcorn could weigh that much. The item is depicted here:
Delicious! Since I had foolishly consumed our supply some days before, I was delighted to receive this package.
So, you can imagine my surprise when I opened the outer shipping box, and saw inside a box bearing the brand name of PopSecret wedged tightly into the outer box. Yes! Amazon is doing better! So, I slit open the top of the inner PopSecret-labeled box and saw this:
As best I can tell, this product is: Oracal 631 Matte Vinyl Roll 12 Inches by 150 feet – Black by Oracal
I would have understood if Amazon had shipped the wrong brand of popcorn or maybe even if it had sent another food product altogether. But Vinyl Tape instead of popcorn? Is this stuff arrayed on the shelves together? Does no one check these things before they ship?
We will never know the answer to those compelling questions. But we do know is that Amazon knows a bad move when it sees one and, as I have experienced in past product mix-ups, it advised me to just keep vinyl tape and it would ship the popcorn at no extra charge. Of course, the estimated delivery date is a week from the arrival of the tape, making a slight mockery of the Prime delivery for which I pay an annual fee. And the product listing for the popcorn now shows “Currently Unavailable,” so we could be cruising toward a losing situation. Time will tell. Meanwhile, I have laid in a supply of popcorn from the local market.
Moving on to something more concerning, I recently visited the local Best Buy on Broadway in New York City. Its website showed it had a software package for photo editing that I wanted to buy. And, I wanted to buy it right now! After reviewing the package for compatibility issues. So, I walked the half mile or so to the store, asked the young man on the phone at the information booth in front whether the software was downstairs. He nodded yes and continued his conversation.
To make a long story shorter, I walked around each floor of the store twice. No photo editing software to be seen. I did see one, yes, one other customer who was engrossed in playing with one of the electronic devices. I saw at least six Best Buy employees moving around the store, some of them speaking into walkie-talkies. I thought I would trick one of them into asking if I needed help by spending some time with the most expensive cameras. I showed serious interest, looking through view finders and manipulating the dials. No takers. Bottom line: I walked around the store acting like a confused consumer looking for something specific and not one of the employees asked if they could help me find something. I left.
I don’t know where the management was. Maybe one of the Best Buy people I saw was the management. In any case Best Buy, which is in direct competition with Amazon and many others for mostly commodity-type products, is running a losing operation based on this admittedly small sample size of its performance. Maybe I have it backwards though; the store was empty because everyone but me knows how bad the service is. Time will tell.
Now to get serious for a moment. A good while back, I wrote a post about a service failure related to a product branded by CVS Pharmacies https://bit.ly/2DTcAgY
That little essay concluded with this:
“One thing is certainly true. I will not be ignored. And, thus, we are here, using the only tool at my disposal to try to shame CVS into responding to my documented complaint about a product sold under its brand. This is not the end of this saga but the beginning. I intend to file complaints in the near future with the Better Business Bureau and such other consumer protection agencies in New York City as I can find. CVS, this could all have been avoided if you had just acted responsibly.”
Not being one to make idle threats, I did what I had said and, finally, the sleeping giant awakened. Recall that I first contacted CVS in June 2018 about the damage caused by its product that had melted against the bathroom wall. My complaints to the Better Business Bureau and the NYC Department of Consumer Affairs apparently got their attention. A CVS message to the BBB took the issue back to Medline Industries that handles such things.
After the usual form apologies and assurances about how seriously they take the quality of their products and “value others input,” Medline, in October, told me this was the first such complaint and that “the issue is considered to be isolated.” Then,
“It is likely that the issue occurred due to harsh conditions such as high heat and humidity in the storage area. All sanitary napkins, diapers and most food products are printed using the same technology that is used for this product and under normal conditions this issue does not occur. It is our recommendation that packages such as this should be kept in a drawer or cabinet where the exposure of the product to harsh conditions is minimal.”
My English translation of the Medline message:
“We don’t deny the problem occurred, but it’s your own fault because of the “likely … harsh conditions” in your bathroom (high heat and humidity) which are not “normal conditions” for a bathroom so you need to seal the product in a heat and humidity proof drawer or cabinet which we are sure, without investigation, you can readily find to protect this product that cost less than $3.00. While we would have to recognize there is no warning about “harsh conditions” on the package, you are surely aware of the famous old saying, “buyer beware,” so take ownership of your trust, however misplaced, in our branded products and go have yourself a lovely day in the harsh conditions in your bathroom.”
Oh, yes, CVS did not refund the price of the product, presumably because the whole thing was my fault for maintaining “harsh conditions” in my bathroom. Nothing more to say, except that this decision has cost and will continue to cost CVS a vastly larger, though in the scheme of its business, an insignificant loss, in diverted business to its competitor at … Amazon.
To end on a more positive note, in keeping with the season, we recently ordered, in person at the local Whole Foods store, a cake for an event. We wrote on a note the message that was to be iced on the cake. It was not a hugely expensive cake but it was a nice one for our small group. We were told to pick it up at 10 am on the date of the event. We arrived on time and were met with “what cake?”
It took all of two seconds for the assistant manager, who happened to be in the bakery section that day, to direct the staff to prepare the cake immediately, with the prescribed icing and “there will be no charge.”
THAT, ladies and gentlemen, is how it is done. It’s called customer service. No arguments, no excuses, just fixed it. Done and done.
Have a happy holiday weekend. Shop until you drop, if you must. Keep your guard up and stay safe.