Arrival :: Damaged

The book I’ve been waiting for, Agatha Christie, An Autobiography, arrived in the mail yesterday from Amazon in the UK. It is a lovely big book, a First Edition, including the CD with Agatha Christie’s voice recording her history for ultimate transcription by her secretary.

Unfortunately it arrived damaged. Not the book so much, although there was a bit of a smudged fingerprint across the top of the pages, but the overall dust jacket was in question. It was rolled, creased and looked used and worn. Likely the person that packed the book into the box was not careful, roughly handled it and shoved it into the box catching the top of the jacket on some cardboard, causing it to roll and bend. It was not torn at all, but not pristine as I expected.

I immediately got onto the internet and wrote Amazon.co.uk an e-mail explaining how disappointed I was with the condition of the book. Imagine my surprise when within one hour I received a reply. And, what a great customer service reply it was!

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Dear Customer,
Thank you for contacting Amazon.co.uk. Please accept my apologies for the way your item arrived, and the disappointment caused. Please understand that as a retailer we are unable to send a replacement for the dust jacket alone, hence we will replace the whole book. I have placed a new order for the same and it will be dispatched at no additional charge as soon as possible to the same address.

When sending a replacement for an damaged item, we usually request that you return the original item to Amazon.co.uk within 30 days of the date on which Amazon.co.uk confirms we will issue a replacement. However, as the cost of returning the package is in this case prohibitively expensive, we ask that you keep the original item with our compliments. There will of course be no additional charge for the replacement order.

Please accept our sincere apologies for the inconvenience we have caused you. We hope that you will allow us another opportunity to prove the quality of our service to you in the future.

Thank you for shopping at Amazon.co.uk.

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Impressive to say the least.
Now featured at an eBay auction near you!

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One response to this post.

  1. WOW, now that is amazing customer service, that’s for sure. Very impressive indeed.

    Reply

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