You may recall that I recently wrote about Amazon’s delivery of a roll of industrial “contact paper” in lieu of the 6-pack of Pop-Secret Popcorn that I had ordered. Amazon had informed me, in the way that Amazon does, that I could not return the roll of paper but that it would re-send the popcorn I had originally ordered.
Well … the box came, it seemed a bit heavy, but, again, I was prepared to accept that popcorn weighed more than I expected. And, again, I opened the outer box and, again, nestled inside was the Pop-Secret-branded box containing … wait for it … another roll of industrial contact paper identical to the previous one. To quote Dave Barry, I am not making this up. I promise.
Here is the replacement popcorn:
It turns out that Amazon’s website is not programmed to deal with a repeat failure of this nature. Trying to communicate locked me into an endless loop. The site “believed” I was trying to return the popcorn that it had recorded as being delivered and rejected the return of a food product. So even though the Online Returns Center said you could return a “wrong item,” in fact you can’t in these circumstances. The computer thinks you received replacement popcorn and that, as the saying goes, is the end of that.
Well, not quite. I contacted the always reliable American Express on whose card the popcorn had been charged. An astonished but cooperative agent credited the popcorn charge back to my account. Eventually, I assume Amazon’s computers will “discover” that they haven’t been paid for the popcorn and inquire of me about it. Or not. To paraphrase Melania, I really don’t care.
But, I still want the popcorn. We love popcorn. Rightly or wrongly, we believe it’s a “good for you” snack. We eat a lot of popcorn. Sometimes we eat too much popcorn. Sometimes other do. In fairness to Amazon, it does seem clear now that the problem is not with Amazon but with Pop-Secret itself. So, I sent this message to Pop-Secret using the sense of humor for which I have become unjustly famous:
Houston, we have a problem. You should first read the part of this related to Amazon: https://shiningseausa.com/2018/11/23/black-friday-american-commerce-amazon-best-buy-cvs-whole-foods/ Amazon rejected my attempt to return the item & said it was shipping a new order of popcorn. That replacement order arrived 2 days ago. See attached photos. Clearly, there is a breakdown in the “food chain” somewhere. Since the inner boxes in the shipment bear your logo and are sealed when they arrive, it seems likely that the problem rests with you, not Amazon, though one would hope they’d wonder why the contents of a popcorn order shift around inside the box and weighs a lot more than popcorn. In any case, Amazon has no mechanism for returning or even addressing a 2nd delivery of the wrong product so I had no choice but to dispute the original charge. Maybe that will get their attention. Meanwhile, all we wanted was a reliable supply of your delicious popcorn for the holidays; our local market often runs out. We are frustrated and no longer amused by this strange business. I cannot begin to explain how rolls of industrial tape get into sealed Pop-Secret branded boxes. Perhaps you know. So that’s the story. Bizarre but true. Look forward to hearing from you.
After a brief silence, Pop-Secret responded:
We are sorry to hear about your experience with Pop Secret and we really appreciate you letting us know about it. We will pass this information and your comments along to our Quality Assurance Team, and also keep a record of it. [Somehow, I didn’t find this reassuring.]
Unfortunately, we are unable to explain why you rec’d the item you did through Amazon. [Very not reassuring] I will have the Sales & Marketing staff review and follow up with Amazon as best they can into this matter. [Really not reassuring]
We are sending a few free product coupons your way believing that you will have a great experience with our product next time. [Nothing like belief in the face of hard contrary evidence to make one feel right again] Thanks, again, for letting us know about this. You can expect the coupons to arrive shortly. [Shortly, eh] .… Please let us know if you have any further concerns or comments.
Unable to leave bad enough alone, I did have “further concerns or comments:”
You understand, I trust, that this happened twice, spaced a couple of weeks apart. My first reaction, as evidenced by my blog post, was that this was an Amazon problem, but when it happened a second time, in exactly the same way, I concluded it most likely was a problem that originated at Pop-Secret. I doubt, for example, that Amazon actually packages your 6-pack product into Pop-Secret branded boxes. That activity must occur where your product originates. Amazon then takes your branded boxes and puts them in Amazon boxes for shipment to its customers.
I appreciate the offer of coupons but I would like to know how the investigation ends. I plan to write about this again in my blog and want to be fair, and accurate.
Four days have passed and no reply. Now, we all know from past experience that, rightly or wrongly, I have a problem with being ignored. Sooo, I am recounting this saga here, fairly and accurately, as promised.
What happens next, the human mind may never imagine. Perhaps the promised coupons will arrive and they won’t say “good only on Amazon.com.” Maybe nothing will happen. Meanwhile, find something more useful to do with your time.