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We live in a rural area, and many of our nonconsumables are purchased online. We’re deceivingly spoiled living near an Amazon fulfillment center because we can order an item on Saturday, and it arrives on Sunday. To me, this is a masterful logistical feat of filling an order, getting it into the delivery system, and into our community mailbox the next day, especially on a Sunday.
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Unfortunately, the glaring downfall in creating a satisfied customer comes at the final leg of the journey: getting the product into our hands. Amazon’s logistical prowess loses its patina when a desktop computer is shipped via the U.S. Postal Service, and we must make a 20-mile round trip and stand in line at the post office. If the package won’t fit in a rural parcel locker, UPS or FedEx are the logical choices. The question is who makes those choices—or any one of the many choices that affect customer satisfaction.
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Comments
It's worse than that!
Last year I spent (10) days in the hospital and, upon release, I was to take two medications. As I was not allowed to drive, I had the perscriptions sent to a local pharmacy that advertises home delivery. When they did not arrive, I called and was informed that they were sent to my mailing address... a P.O. box twice as far from me as the pharmacy. Informed of this, the pharmacy promised to correct the matter. To make a long story short, they sent TWO MORE perscriptions to the same address. To add insult to injury, when I had the temerity to mention that this was not acceptable, they hung up on me. When I complained to their corporate customer service, after I finally found a number, their story to corporate was that I had been unresonable!
I have since moved, but only even remotely close pharmacy is the same chain and, if anything, they make the first one look competent.
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