I always thought Amazon.com was everything Internet commerce should be. It was technologically smart and utilitarian. Comprehensive. Convenient. But when push came to shove, it came up lacking in the most important category: heart.
I bought three $50 gift certificates for my nephews and niece for Christmas 2001. For some reason, they never used them and by the time I found out and tried to help them with their order, it was one year and one day after I bought the certificates. They expire after one year.
I sent a note to Amazon. Noted I spend a lot of money with them. Asked if I could still redeem the certificates. Afterall, we’re talking one day. Loyal customer. A lot of business. I understand that businesses have rules, but good businesses know when to be slavishly adherent to rules and when to bend them. This, I argued, is a case where Amazon should cut me a break.
They disagreed. After talking via e-mail to several folks there, I realized my money was gone and they weren’t going to honor the certificates (even though they had my money). So I told them to remove me from their databases. I was taking my business elsewhere. (To their credit, they appear to have done so; I’m not getting any Amazon spam since I made that request). I figured I’d give Barnes and Nobel a shot.
But then I stumbled across an independent bookseller in Portland, Oregon: Powell’s Books. I remember visiting there when I was in Portland once. It was impressive, taking up an entire city block or so and having a very personal feel. It reminded me of the Tattered Cover in Denver.
I’ve placed my first order with them, and I’m very impressed so far. Their e-commerce engine is easy to use and flexible, and I like the flexibility built into their shopping cart. And the relatively obscure titles I was chasing were in stock. I even found used copies, which will save me some money. Next time you’re looking for a book online, give them a shot:
5 replies on “My war against the Amazon …”
Now how is poor lil’ ol’ Amazon.com ever gonna make a profit if you deny them their rightfully scammed $150? A rule is a rule, even for the best customers. Man, with customer service like that who needs competitors? I buy lots of used books from Powells; they’re good people.
This is how companies shoot themselves in the head. Idiotic. I, too have had good luck with Powell’s, especially when I’ve gotten an out-of-print title from them.
On another note, have you checked to see if Amazon’s refusal to honor the gift certificates is legal? I recently had expired passes to an AMC theater which were honored; in fact, they had a sign specifically stating that this was their policy. Since I doubt any corporation would print expiration dates on coupons only to ignore them, it may be that AMC is forced by law, at least here in California, to honor them. This might not be true, but you might check into it.
P.S. I found your blog from HowardOwens.com.
in pennsyltucky, that practice is illegal. were the certificates written in their names? as pennsylvania residents, they would have recourse under the state’s unclaimed property law.
the law states that stores must turn over the money from unused gift certificates to the treasury department, if no one redeems the gift certificate within two years after the expiration date — or seven years after the certificate’s date of insurance if there is no expiration date. the treasury department will, in turn, look for the consumers and return the money to them.
if amazon were threatened with being exposed to commonwealth authorities for failing to comply with this law, they might change their tune. I would imagine that it could result in a lot of hassle, financial penalties, and bad publicity for them. make them pay and then continue to take your business elsewhere…
Amazon announced Wednesday it posted its second-ever profit for the last three months of 2002. That should make you feel better, Bob, knowing your money is helping secure the future of Internet commerce — and providing bling-bling to Jeff Bezos.
RE: Legalities of keeping my money. Tennessee is a buyer beware state, which means companies can have their way with you. I’m screwed there.
RE: Referal from HowardOwens.com. That site rocks, and Howard is a great guy. Thaks for the nod, Howard, and thanks for stopping by, Garrett.
And RE: Amazon’s profit. Go ahead. Rub it in, Leanne. Guess Bezos’ deal with the devil is paying dividends. It’s Powell’s for me from now on.