If you ask me who wins the best e-commerce store in the last two years, I will answer that it is definitely Amazon. Not only it offers various services and products on their online shop, it also proves that it tops any other e-commerce platforms, especially in customer service. Founded in The United States 25 years ago, in 1994, it was originally a marketplace for books, which later started to sell other goods, including electronics, software, video games, apparel, furniture etc.
In the beginning, the first Amazon website was with .com. However, it has now expanded with other extensions too for other countries in different continents. As a customer of Amazon, let me tell you about my experiences with Amazon.it (the Italian one) and why I think it is going to be very difficult and take a lot of effort to defeat it as a competitor.
In addition, exceeding any expectation, for the electronic devices sold by Amazon as vendor or shipped by benefiting Amazon Prime, you will get excellent 2-year warranty. Why do I say it is excellent? Not only that it provides free reparation service if the device is broken and substitution if it cannot be repaired, Amazon also offers full reimbursement if the first two options cannot be provided in the period of two years from purchase as long as the damage is not caused by ourselves.
With prime, amazon customers can receive various benefits that a free member cannot get, such as faster shipping up to one working day without extra cost for millions of products, 30 minutes ahead of other free customers for Amazon’s flash sale (offerta lampo) and unlimited streaming for plentiful list of TV series and films.
Last but not least, Amazon Prime members also have the Prime Day, the annual shopping holiday exclusive to Prime members.
Amazon’s customer service is quick in providing us clear answer and solutions. I have used their customer service a number of times whenever I have some doubts or troubles with my purchases on Amazon.it. After responding to our problems, Amazon also provides the possibility to rate each of their customer service agent directly, to make sure that they can maintain the quality of the service.
I have seen reviews where customers wrote their experiences on Amazon about the products that never arrived when they bought from third party sellers. But, when these sellers collaborate with Amazon logistics or with Prime service, you will also be calm as a customer. This guarantees that your order arrives safely. Even if it doesn’t, Amazon will ensure that you will get the product in the end by sending another one (if they are the vendor) or reimburse your money (if a third party is the vendor). Nevertheless, it doesn’t mean that they are flawless as nobody is perfect. Sometimes, their courier just throws your purchase through the gate without even calling your intercom or leaves it above your post box (risking it to be stolen by someone). In this case, you can complain to their customer service and they will then make sure that it is not happening anymore in the next shipping.
These are the experiences I’ve had with Amazon as a customer in Italy. What about you? Do you agree with me that it is going to be extremely effortful to beat Amazon as an e-commerce store?