Earlier this morning, I wrote about how I was disappointed with how Amazon handled my Super Paper Mario Pre-Order. After I published my post, I saw that it was possible to order the game right then and there, and get it delivered before my pre-order would even arrive. However, my order was in progress so I couldn’t cancel it to order afresh.
At that point, I felt that I had a valid beef to complain to Amazon. Before that, it felt like bad luck with the delay, but when other people can order, while I await my one-month-old order, that was just wrong. I wrote an email expressing my disappointment and pointed out how it was possible to make a regular order and get it within 2 days with Amazon Prime. I also referenced my blog post.
Two hours later, I got an email that my order had shipped and should arrive in a couple of days. I wasn’t sure if it was a result of the email and/or blog post. Nevertheless, it made me feel better.
At the end of the day, I got an email response from Amazon customer service expressing sincere apologies for the delay and acknowledged that I did not get the best experience possible. They offered a small token “as a goodwill gesture and apology for adding stress to what should have been a happy occasion.”
I cannot recall having been so touched by an email from a company. I really respect Amazon for acknowledging that something went wrong, fixing it, and making an additional gesture of apology. That’s the kind of company that manages to keep my business.