The Amazon is Hard to Navigate


I’m an Amazon “Prime” member which means I gave them something like $80 at the beginning of the year to have free overnight shipping on items I order from Amazon and, come to think of it, some other things including streaming movies that I never looked into further.
I badly needed some new shoes for Crossfit. My old ones are shot. So I decided to shop for some new ones on Amazon. I used the newly installed app on my Droid to order the shoes, which I found for $115. I placed the order and there was no mention of any extra fees for shipping which is what I had expected. Then I get the conformation email showing and extra $30 for shipping and handling. What follows is our email exchange:

Thursday, August 16

Hello Jeff Key,
Thank you for shopping with us. We thought you’d like to know that Shoe Mart Inc has shipped your item, and that this completes your order. Your order is on its way, and can no longer be changed. If you need to return and item from this shipment or manage other orders, please visit Your Orders on Amazon.com.
Your estimated delivery date is:
Monday, August 20, 2012 -
Tuesday, August 21, 2012
Your order was sent to:
Jeff Key 
 
SALT LAKE CITY, UT 84108-2450, United States
Your package is being shipped by FedEx and the tracking number is XXXXXXXXXXX. Depending on the ship speed you chose, it may take 24 hours for your tracking number to return any information.

Shipment Details
Inov-8 F-lite 195 Shoe, Blue/Red,13 M US 
Sold by Shoe Mart Inc 
Condition: new $115.00

Item Subtotal: $115 $115.00
Shipping & Handling: $29.99 $29.99
Total Before Tax: $144.99
Shipment Total: $144.29 $144.99
(Paid by Mastercard) $144.99

Thursday, August 16
Dear ShoeMart on Amazon,
WAIT! I was under the impression that I receive free next-day shipping on this item because I am an Amazon Prime member. I used the app on my phone to place the order and the total amount on the last window was the selling price ($115) without mention of the extra $30 for overnight.
I am only able to afford them at the listed price. I do need them right away but I’ll have to cancel (or return them) if they are going to cost $144.99.
You may contact me by cell phone if you wish since this is an urgent matter. 555-555-5555

Sincerely,
Jeff Key

Thursday, August 16
Dear Sir or Madam,
Thank you for contacting ShoeMart, Inc.
This is an automated notification to let you know we have received your message, and that you should hear back from us shortly (usually within 1 business day).
**IMPORTANT** Please do NOT leave feedback for any transaction until our customer care department has contacted you. We pride ourselves on offering great service, and if you do have an issue, we promise to do our best to make things right.
Our normal business hours are Mon-Sat 9:30am-6pm EST. All messages received Saturday after 3pm and during the weekend will be responded to by the end of business on Monday.

We sincerely appreciate your business, and we’ll be in touch shortly.

Kind Regards,
The ShoeMart, Inc Team

Dear Jeff Key,
Thank you for your shopping the Shoemart on Amazon. The next day free shipping for Amazon Prime members does not apply to sales by Amazon vendors. The program is for if you purchase an item from Amazon and not one of its vendor sellers. Unfortunately, your purchase has shipped and I am unable to make any changes. 
If you have any questions, please let us know. Thank you very much.
Kind Regards,
Linda

Thursday, August 16
Hi Linda,
Well shoot, I’m really sorry to hear that. To make matters worse, tracking the package it looks like even though the “item has been shipped,” the actually shipping date is August 20 so it looks like I just paid $30 (about a third of the cost of the shoes) for “overnight shipping” that’s going to take five days to get here! Wow, I surely got stung on this one, didn’t I? Guess what else: The refund to my card won’t happen until “5 days after the return, has been processed” so that means after I find the nearest FedEx store to return them and after they send them back and after you process the return , I’m looking at five more days before my card will be refunded (assuming everything goes smoothly) and, as I said, I really couldn’t afford the extra money in the first place. Even if Shoe Mart Inc doesn’t overnight ship without an additional surcharge because you are a vender, there was no mention of the additional surcharge when the order was placed via the Amazon app. I guess I’ll need to speak to them about that part. Gosh, I truly hope that I won’t be stuck with any shipping fees!
I really just couldn’t be more disappointed. Imagine… what I thought I was getting was shoes on my doorstep today for $115 and what I’m getting is a possible hope of a refund in 11+ days! Ha! Boy, do I feel like schmuck. I’ll definitely have to do my best to warn others so they don’t make the same mistake! Oh well, I guess I’ll look on the bright side, at least I have a blog post for tomorrow. “When Shoe Mart gives you lemons….”
I guess this serves me right. I took the money from our grocery budget and I should have just been patient or shopped locally. But I’m an Iraq veteran with a service connected disability and going back to Crossfit has been the thing that’s saved me. The shoes I’ve been wearing I’ve had since before I went to war and my feet were really getting damaged. Still, it doesn’t warrant all this headache.
What’s the latin phrase, caveat emptor? That’s right! “Let the buyer beware!”
Well, thanks for getting back to me. I hope your day goes better than mine.

Kind Regards,
Jeff Key

Dear Jeff Key,
Thank you for your follow up email. The actual delivery date for your overnite purchase is August 20, 2012. Please feel free to decline the delivery, you will be refunded within 7 to 10 business days. If you have any questions, please contact us. Thank you very much.
Kind Regards,
Linda

I’m thinking I won’t be writing Linda back.

Or ordering anything else from ShoeMart on Amazon


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