Posts Tagged ‘Amazon’

Customer Service: A Tale of Two Companies

September 17, 2010

Amazon.com, A Winner. Target Stores, A Loser.

This is a story about customer service and how the same problem was handled by two different retailers, one a leading bricks and mortar operation and the other, an on-line business.

I’m talking about Amazon.com, Inc., the on-line business headquartered in Seattle,  and Target Corporation, based in Minneapolis.

Here’s my tale of how the two major retailers, using totally different business models, provided service to a customer, me, when I had a problem with a defective product. Amazon, the on-line retailer, did it correctly, beyond my greatest expectations, and will continue to receive lots of my business. Target, the hugely successful bricks and mortar retailer and one of my favorite local places to shop, completely dropped the ball, to the point of rudeness and stupidity, and has lost a big chunk of my business forever.

On June 24, 2010, I purchased a Kindle digital reader from my local Target store in West St. Paul, Minnesota.  I paid $189 and change for it and was happy to get it. I added a nifty leather carrying case to protect it and was off and running. The service I received from Target electronics people was helpful, and everything was good. I spent money with my local retailer, and I got the product I wanted at the price I wanted, all without the problems sometimes encountered with on-line purchases of sophisticated electronic products. Life was good.

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