A recent experience as a buyer inspired me to write this review about Fulfillment by Amazon. You see, on Sunday I placed an order for some rain guards to go over the windows in my truck from Amazon. Coincidentally, I also placed an order for a replacement cartridge for my home water filter from Home Depot at the same time.
As expected, the water filter shipped out on Monday and was delivered to me on Wednesday. However, the rain guards were not even shipped until Friday. FIVE DAYS after I ordered. As a person who makes their living selling online (eBay, Etsy, and Amazon) this really irked me. So I looked into it.
My Review of Fulfillment by Amazon
Turns out the seller is using Amazon Fulfillment Services to handle shipping on the item. I sent them a message complaining. This is what I got in return.
“I found that you’ve selected shipping instruction for this order as “Group items into as few shipments as possible” and shipping method as “FREE Super Saver Shipping”. The shipping method for your order is “FREE Super Saver Shipping”. With this shipping option, we fulfill your order in a more cost-efficient way. This allows us to pass our savings on to you in the form of free shipping. While it might take some extra time to pack and ship your order, you’ll still receive it within the estimated delivery time frame shown on the order’s summary page at checkout.”
That is total nonsense. I would never get away with that as a seller. My buyers would completely roast my feedback. This is not what I expect from a “professional” shipping service.
Home Depot offered free economy shipping and got it done in one day. I offer free economy shipping on all of my items and I get it done in one day. “FREE Super Saver Shipping” does not give license for crappy customer service. It’s a lame excuse for poor service.
On Amazon’s official page for Fulfillment by Amazon it says: “As soon as the order comes in, highly automated pick-and-pack processes facilitate the safe and timely dispatch of orders on behalf of FBA sellers. The products are then packed on a truck and shipped out to customers on or ahead of schedule.” From my experience I want to tell you that is a total lie.
I will never buy another item from an Amazon seller who is having their orders fulfilled by Amazon if I have an alternative. In today’s Ecommerce world 5 days to ship and item isn’t just unacceptable, it’s a recipe for failure. I don’t know why anybody would trust Amazon to fulfill their orders after reading this. Especially after their recent FBA fee hike. I will certainly never ever use it to sell my items.
Don’t get me wrong, I still like buying and selling on Amazon. I’m just pointing out that they seriously need to re-think this portion of their business if they want to succeed.