Company information:
Amazon.com
1516 Second Avenue
Seattle, Washington
United States
Phone: 206-622-2335
amazon.com
I have filed two separate complaints (within last 9 months)with Amazon regarding poor packing practices when shipping electronics and other sensitive or breakable items.
The first complaint was done through the standard customer service line while the last was done with a direct phone call and email to Amazon corporate offices.
I began 7 years ago using Amazon consistently for on-line ordering and was very pleased with expediency of order fulfillment, customer service with a misinformation of a product through one of the store fronts and concern regarding gear that came in in a damage box. Overall packaging quality at that time was good and with ordering photography equipment packing was, in my opinion, a natural concern.
Beginning at the end of 2007 when ordering Christmas gifts, I noticed a significant deterioration with packaging and initially allowed benefit of the doubt due to Christmas season. However my next order and subsequent orders came in with minimal to no packing and damaged cartons.
When calling customer service and also corresponding with corporate office, I was advised in each situation issues would be passed to fulfillment. My call to corporate headquarters spurred by my having started a company, placed and order and the box arriving damaged. I refused the package, called customer service and had issues there in having the order replaced. I than contacted Amazon corporate headquarters offering a dollar volume of business I had done, explaining the nature of my business and addressing concerns regarding packaging.
Ultimately, it was inferred I should not refuse orders (anyone using Amazon is most likely familiar with their process of take in a package and than call customer service with issues) and the packing concerns I had would be passed to fulfillment.
Today there is a discussion with the photography/canon (Amazon tags) that has been addressing this issue ongoing. Personally, I have closed my corporate account and have scoured the web searching for other on-line services from which to make purchase while using Amazon as a price comparison base, individual reviews of various items and looking at photographs for specific lenses I am considering buying.
Overall, I would like to continue purchasing from Amazon but can not given the apparent lack of response to mine and other complaints that while possibly passed to fulfillment, have not been responded to in noticeable manner, meaning better quality packing.
